WARRANTY & AFTER-SALES SERVICE POLICY
Khaticraft Furnishing & Decor Solutions Pvt. Ltd.
Effective Date: 17 May 2026 | Last Updated: 17 May 2026
At Khaticraft Furnishing & Decor Solutions Pvt. Ltd. ("Khaticraft," "we," "our," or "us"), we take immense pride in the craftsmanship, quality, and durability of every piece of furniture we create. Each Khaticraft product is built to be a lasting part of your home or workspace.
This Warranty & After-Sales Service Policy explains the warranty coverage, exclusions, care guidelines, service procedures, and post-purchase support provided by Khaticraft. By purchasing from www.khaticraft.com or any Khaticraft store, you acknowledge that you have read, understood, and agreed to this Policy.
This Policy is published in compliance with the Consumer Protection Act, 2019, the Sale of Goods Act, 1930, the Consumer Protection (E-Commerce) Rules, 2020, and other applicable laws of India.
🏆 Khaticraft Warranty Promise
Every Khaticraft product comes with our commitment to quality:
✓ 12-Month Manufacturer Warranty on manufacturing defects across all furniture
✓ 10-Year Termite & Borer Protection Warranty on our solid wood structure (industry-leading guarantee)
✓ Component-Wise Coverage tailored to each part of your furniture
✓ Optional Annual Maintenance Contracts for extended peace of mind
1. Warranty Coverage Overview
Khaticraft offers different warranty periods for different components of your furniture, reflecting the natural lifespan and usage of each part. Warranty begins from the date of delivery (as recorded on the Proof of Delivery).
1.1 Standard Warranty Periods
A. Solid Wood Structural Warranty
Duration: 12 months from date of delivery
• Covers structural integrity of solid wood frames
• Covers manufacturing defects in joinery, finish application, and craftsmanship
• Covers any factory-related dimensional inaccuracies
B. Termite & Borer Protection Warranty
Duration: 10 years from date of delivery (Industry-Leading)
• Covers any termite or borer infestation in the solid wood structure
• Subject to inspection by Khaticraft-authorized service technician
• Repair or replacement at Khaticraft's sole discretion
• Applies only to original buyer at the original delivery address
C. Polish & Finish Warranty
Duration: 6 months from date of delivery
• Covers peeling, bubbling, or flaking due to manufacturing defect
• Does NOT cover scratches, water marks, heat damage, or environmental discoloration
D. Upholstery (Fabric / Leather) Warranty
Coverage: NO WARRANTY
• Upholstery materials, including all fabric, foam and leather coverings, are EXCLUDED from warranty
• This includes pilling, fading, tearing, staining, color variation, and texture changes
• Khaticraft offers separate upholstery care services and re-upholstery options at extra cost
1.2 Component Warranty Summary Table
Quick reference for warranty periods:
• Manufacturing Defects (overall): 12 months
• Termite & Borer Protection: 10 years
• Polish & Finish: 6 months
• Upholstery (Fabric/Leather): Not covered
• Glass, Mirrors, Marble inserts: 7 days from delivery (transit damage only)
• Decor Items & Accessories: 30 days from delivery
1.3 Commercial Use Warranty
Important: Khaticraft warranties are designed for residential use. For products used in commercial environments (hotels, offices, restaurants, retail outlets, hostels, guesthouses, rental properties), the following applies:
• No Manufacturing Warranty period is applicable in commercial uses
• Termite warranty remains 10 years subject to proper maintenance
• Upholstery wear due to high-traffic use is explicitly excluded
• Commercial customers may opt for our Extended Commercial Warranty plans (paid)
2. What IS Covered Under Warranty
Subject to the terms of this Policy, the following are covered:
• Manufacturing defects in workmanship, joinery, or finish
• Structural failures not caused by misuse
• Termite or borer infestation in solid wood structure (10-year coverage)
• Polish defects (bubbling, peeling) within first 6 months
• Natural seasonal splits or joint openings due to wood movement subject to repair only (within warranty period more then 5mm), No product replacement is available.
• Dimensional inaccuracies beyond +/- 5% tolerance
• Functional defects in moving parts (drawers, doors, recliners) due to manufacturing
3. What is NOT Covered Under Warranty
The following are explicitly excluded from warranty coverage:
3.1 Natural Characteristics of Solid Wood
• Natural variations in grain pattern, color, texture, and knots
• Minor surface cracks ("checks") that may appear over time in solid wood
• Wood expansion or contraction due to climate changes (this is natural, not a defect)
• Color variation between product photos and actual product (handcrafted variations)
3.2 Damage Due to Use & Handling
• Minor cuts, scratches, stains, or marks caused during routine cleaning or handling
• Damage from dragging, dropping, or improper movement of furniture
• Damage from overloading drawers, shelves, or weight-bearing components
• Damage from using furniture for purposes other than intended (e.g., standing on a dining chair)
• Damage from pet activities (scratching, chewing, urination)
3.3 Damage Due to Environmental Factors
• Damage from direct or extended exposure to sunlight (fading, warping)
• Damage from contact with water, beverages, or liquids (warping, decay, swelling)
• Damage from extreme humidity or temperature variations
• Damage from harsh chemicals, abrasive cleaners, or unauthorized polishes
• Damage from natural disasters (floods, fires, earthquakes)
3.4 Damage Due to Installation & Modifications
• Damage caused by incorrect installation or DIY assembly errors
• Damage from installation by non-Khaticraft authorized technicians
• Unauthorized modifications, alterations, or repairs
• Damage from incorrect placement (e.g., on uneven floors, against radiators)
• Floor unevenness up to 5 mm — considered normal and not a product defect
3.5 Upholstery & Surface Materials
• All upholstery — fabric, leather, faux leather, suede
• Pillows, cushion covers, and removable fabric components
• Decorative trims, tassels, buttons, and stitching cosmetics
• Color fading, pilling, or texture changes on fabric
3.6 Cosmetic & Customer-Caused Issues
• Damage discovered after the inspection window at delivery
• Damage during customer-initiated transport (self-pickup)
• Damage from third-party movers, packers, or transporters
• Damage during relocation or shifting of furniture
• Damage from accidents, mishaps, or force majeure events
3.7 Time-Barred Claims
• Issues reported after the applicable warranty period
• Damage at delivery not reported within 48 hours
• Claims without valid invoice or Proof of Delivery
4. Warranty Activation Requirements
4.1 Mandatory Documents
To activate and claim warranty, customers MUST retain:
• Original tax invoice from Khaticraft
• Proof of Delivery (POD) signed at the time of delivery
• Order confirmation email/SMS
• Warranty registration for the product received at https://www.khaticraft.com/warranty
(where assembly was provided by Khaticraft)
Important: Warranty claims WITHOUT a signed Delivery Acknowledgement (Proof of Delivery) will NOT be entertained.
4.2 Installation Validity Clause
For products requiring assembly or installation:
• Installation must be carried out by Khaticraft-authorized technicians for warranty validity
• Self-assembled products (DIY) come with limited warranty — manufacturing defects only
• Damage during customer DIY assembly is NOT covered under warranty
• Warranty registration form must be filled for the warranty period activation
4.3 Warranty Transfer Restrictions
• Warranty is non-transferable and applies only to the original purchaser
• If the product is resold, gifted, or transferred, warranty is void
• Warranty is tied to the original delivery address; relocation to another address may void warranty (please notify us in advance)
• For commercial buyers, warranty is tied to the original entity that placed the order
5. How to File a Warranty Claim
5.1 Step-by-Step Claim Process
Follow these steps to file a warranty claim:
Step 1: Identify the Issue
• Verify that the issue falls under warranty coverage (refer to Sections 2 and 3)
• Take clear photographs of the defect from multiple angles
• Take a video showing the issue (especially for functional defects)
Step 2: Raise a Service Ticket
• Email care@khaticraft.com with the subject "Warranty Claim – Order #[Your Order Number]"
• Call our Help Center at +91-9999784595
• Include: invoice copy, delivery acknowledgement, photographs/video, detailed description
Step 3: Acknowledgement
• You will receive an acknowledgement within 24-48 working hours
• A Service Request Number (SRN) will be issued for tracking
Step 4: Inspection
• A Khaticraft-authorized service technician will be scheduled for inspection at your location
• Inspection will be conducted within 5-7 working days (location-dependent)
• Customer must be present or arrange an authorized representative during inspection
Step 5: Service Plan Communication
• After inspection, our team will determine the appropriate course of action
• Options: free repair, replacement of component, full product replacement (Khaticraft's sole discretion)
• Service plan and timeline will be communicated to you
Step 6: Resolution
• Repairs will be completed at the earliest based on parts availability
• Typical repair timelines: 7-21 working days
• For complex repairs requiring workshop intervention, the product may be transported to our facility, transportation will be paid by the customer (No charge for repair/rework)
Step 7: Closure & Feedback
• Upon completion, customer signs a Service Completion Form
• Khaticraft requests feedback on the service experience
6. Warranty Service Options
6.1 Repair, Replacement
Based on inspection findings, Khaticraft will offer one of the following resolutions:
Repair: Defective component or area is repaired at customer's premises or at Khaticraft workshop
Component Replacement: Defective part is replaced with a new component
Full Product Replacement: Product is replaced with an identical new product (subject to availability)
Important: The choice between repair, replacement rests with Khaticraft, based on technical assessment and commercial feasibility.
6.2 Free Warranty Services
Within the applicable warranty period and for genuine warranty issues, the following are FREE:
• Technician inspection and diagnosis
• Labor charges for repair
• Spare parts required for repair (Khaticraft-supplied components)
• Touch-up polish or finishing
6.3 Chargeable Services (Even During Warranty)
Important: While warranty covers the cost of repair, the following are chargeable even during the warranty period:
• Transportation charges for service visits to customer's premises
• Logistics charges for transporting the product to/from Khaticraft workshop (if required)
• Service visits outside our standard service zones (additional travel charges)
Service Visit Charges: ₹500 - ₹4,500 depending on location and item size.
To avoid transport/service visit charges, customers may drop the product at the nearest Khaticraft warehouse for repair. Please coordinate with care@khaticraft.com to schedule.
7. Furniture Care Guide (How to Maintain Your Warranty)
Following these care guidelines is essential to maintain warranty validity and extend the life of your furniture:
7.1 General Care Instructions
• Do NOT push, drag, or shove furniture along the floor; always lift from the base to relocate
• Do NOT lift furniture by holding the top, edges, or any protruding part; always grip from the structural base
• Do NOT move large furniture without dismantling it properly (especially modular pieces)
• Do NOT place heavy items on cantilevered surfaces or weight-sensitive components
• Do NOT use furniture for purposes other than intended (e.g., standing on chairs, sitting on tables)
7.2 Cleaning Guidelines
• Use a soft, dry, lint-free cloth for daily dusting
• For deeper cleaning, use a slightly damp cloth (wrung out) and wipe in the direction of the grain
• Always dry the surface immediately after cleaning with a moist cloth
• AVOID wet or soaked cloths — they cause warping and finish damage
• AVOID harsh chemicals, abrasive cleaners, ammonia-based products, or bleach
• AVOID furniture polish containing silicone or wax build-up
• For wood-specific cleaning, use only Khaticraft-recommended or natural wood cleaners
7.3 Protection from Environmental Factors
• Do NOT place furniture in direct sunlight for extended periods (causes fading and warping)
• Do NOT place furniture near heat sources (radiators, fireplaces, air conditioners' direct vents)
• Do NOT place water glasses, hot vessels, or liquids directly on the surface — always use coasters and trivets
• Maintain indoor humidity between 40-60% for solid wood furniture
• Use felt pads or coasters under decorative items to prevent scratches
• Rotate cushions and rearrange seating regularly for even wear
7.4 Periodic Maintenance
• Check and tighten visible screws, bolts, and joints every 6 months
• Apply natural wood polish or beeswax every 6-12 months (do NOT use cheap commercial polishes)
• Inspect hardware (hinges, slides, locks) annually for wear
• For mechanisms (recliners, drawer slides), apply silicone lubricant if needed
• Address minor scratches promptly to prevent worsening
8. Delivery, Installation & Self-Pickup
8.1 Delivery Acknowledgement
Critical Requirement: A signed Delivery Acknowledgement (Proof of Delivery / POD) is MANDATORY for warranty activation. Without a signed POD, warranty claims will NOT be entertained.
8.2 Access & Entry Dimensions
• Customers MUST verify doorway, lift, and entrance dimensions before placing an order
• Khaticraft will NOT accept return or cancellation requests due to access issues at the time of delivery
• If access is restricted, customer is responsible for arranging alternate access (cranes, dismantling, etc.)
8.3 Assembly Details
• Some products are delivered fully assembled; others require assembly
• Assembly type for each product is mentioned on the product page at purchase
• Where Khaticraft-provided assembly is included, a technician will be scheduled post-delivery
• DIY assembly products come with assembly instructions and customer support
• Self-assembled products receive DIY installation support only
8.4 Damage Reporting at Delivery
• In the rare event of damaged or defective product at delivery, report IMMEDIATELY to the delivery personnel
• Mark damage on the POD before signing
• Take photographs/video at the time of delivery
• Email care@khaticraft.com within 48 hours with all evidence
• All damage claims will be assessed and addressed within 5-7 working days
8.5 Self-Pickup Guidelines
• For self-pickup from any Khaticraft warehouse or store, INSPECT THE PRODUCT THOROUGHLY before collecting
• Khaticraft will NOT be responsible for any damages occurring during customer-initiated transport
• Self-pickup products receive DIY installation support only
• Customers must sign a Self-Pickup Acknowledgement waiving transport damage claims
9. Post-Sale Exchange Policy
9.1 Within 7 Days of Delivery
Refer to our Refund & Return Policy for full exchange terms. In summary:
• Eligible items may be exchanged within 7 days of delivery
• Pickup and return logistics handled by Khaticraft
• Subject to inspection and eligibility verification
9.2 After 7 Days of Delivery
For exchange requests raised after 7 days of delivery:
• Customer must DELIVER the product to the nearest Khaticraft warehouse, OR
• Pay applicable transportation charges for pickup and delivery (₹500 - ₹5,000 depending on location and item)
• Original purchase value will be adjusted against the new product chosen
10. Annual Maintenance Contract (AMC) - Optional
For customers seeking long-term protection beyond standard warranty, Khaticraft offers optional Annual Maintenance Contracts (AMC):
10.1 AMC Benefits
• Annual professional inspection of all furniture in your home/office
• Free preventive maintenance (joint tightening, polish refresh, mechanism lubrication)
• Priority service response
• Discounted rates on out-of-warranty repairs
• Extended termite treatment renewals
• Complimentary product care kit
10.2 AMC Plans
Basic AMC: Annual inspection + 1 maintenance visit — starting at ₹2,500/year
Premium AMC: Annual inspection + 2 visits + polish refresh — starting at ₹5,000/year
Commercial AMC: Customized for hotels, offices, and high-traffic environments — quoted per scope
AMC pricing varies based on the number of furniture pieces, location, and service tier. Contact care@khaticraft.com for a personalized quote.
11. Extended Warranty Plans (Optional)
For customers wanting extended protection on key components, Khaticraft offers paid Extended Warranty Plans:
• Extended Structural Warranty: Additional 2 years on solid wood structure
• Extended Hardware Warranty: Additional 1 year on mechanisms
• Extended Termite Protection: 10 → 15 years (with annual treatment)
• Commercial Extended Warranty: Tailored for B2B clients
Extended Warranty plans must be purchased within 30 days of original delivery. Contact our team for pricing and enrollment.
12. Service Charges Summary
Transparent overview of service-related charges:
12.1 Free Services (Within Warranty)
• Inspection by authorized technician
• Labor for repair
• Spare parts (Khaticraft-supplied)
• Touch-up and minor polishing
12.2 Chargeable Services
Service Visit Charges: ₹500 - ₹4,500 (based on location and item)
Out-of-Zone Service: Additional travel charges may apply for Tier 3 and remote areas
Post-Warranty Service: Repair labor + parts at applicable rates
Re-Polish (Full Item): Starting from ₹1,500 (based on item size and finish)
Re-Upholstery: Quoted separately based on fabric and complexity
Customer Transport (After 7 days): ₹500 - ₹5,000 for pickup/delivery
13. Limitation of Liability
To the maximum extent permitted by applicable law:
• Khaticraft's total liability under this Warranty Policy is limited to the original purchase price of the affected product
• We are NOT liable for any indirect, incidental, special, or consequential damages arising from product defects
• We are NOT liable for any inconvenience, loss of use, or rental costs during repair/replacement
• Repair or replacement under warranty does NOT extend the original warranty period
• Nothing in this Policy limits your statutory rights under Indian consumer protection laws
14. Important Disclaimers
• This Warranty Policy applies only to products purchased directly from Khaticraft (website, stores, or authorized channels). Products purchased from third-party marketplaces are governed by those platforms' policies
• Khaticraft reserves the right to modify warranty terms for new orders, with prior notice on the Website
• Warranty obligations are subject to the continued operations of Khaticraft Furnishing & Decor Solutions Pvt. Ltd.
• All warranty interpretations and decisions are made by Khaticraft management in good faith and final
• This Policy is governed by Indian law, with exclusive jurisdiction of New Delhi courts
15. Grievance Redressal
If you are dissatisfied with our warranty service or decision, you may escalate the matter to:
Grievance Officer: Ms. Pooja Kumari Jangra
Designation: Grievance Officer
Company: Khaticraft Furnishing & Decor Solutions Pvt. Ltd.
Address: Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India
Email: care@khaticraft.com
Phone: +91-79885 83676
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST (excluding public holidays)
We endeavor to acknowledge grievances within 48 hours and resolve them within 15 (fifteen) days of receipt, in accordance with applicable laws.
If the grievance remains unresolved, customers may approach the appropriate consumer forum under the Consumer Protection Act, 2019, or contact the National Consumer Helpline at 1800-11-4000.
16. Contact Us
For any questions, warranty claims, or after-sales service requests, please contact us:
Email: care@khaticraft.com
Phone: +91-9999784595
Address: Khaticraft Furnishing & Decor Solutions Pvt. Ltd., Plot No. 9A & 31, Furniture Block, WHS Kirti Nagar, New Delhi – 110015, India
Working Hours: Monday to Saturday, 10:00 AM – 7:00 PM IST
Website: www.khaticraft.com
At Khaticraft, our relationship doesn't end at delivery — it begins there. Every piece we create is backed by our promise of quality, craftsmanship, and dedicated after-sales support.
Thank you for trusting Khaticraft to be a part of your home.