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At Urbanwood, we are committed to delivering high-quality furniture and ensuring a seamless customer experience. As many of our products are customized or made-to-order to meet individual customer requirements, our cancellation, return, repair, replacement, and refund policies differ from those applicable to standard ready-to-ship products.
This Policy outlines the terms and conditions governing order cancellations, returns, repairs, replacements, and refunds. We encourage you to read this Policy carefully before placing an order.
By placing an order with Urbanwood, you acknowledge that you have read, understood, and agreed to be bound by the terms of this Policy.
Cancellation Before Production
Customers may request cancellation of an order within 24 hours of placing it, provided the order has not entered production, customization, procurement, or dispatch.
If the cancellation request is approved, Urbanwood will issue a Credit Note equivalent to the order value, which may be redeemed against future purchases with Urbanwood. The issuance of a Credit Note shall be at Urbanwood's discretion and subject to the terms of this Policy.
Customized & Made-to-Order Products
Most Urbanwood furniture is manufactured specifically according to the customer's selected size, design, finish, fabric, or other customization preferences.
As production is initiated exclusively for each customer's order, customized and made-to-order products cannot ordinarily be cancelled, modified, returned, or refunded once production has commenced.
In exceptional circumstances, where Urbanwood agrees to cancel a customized order after production has begun, a cancellation charge may be applicable. The amount of such deduction will be determined based on factors including, but not limited to:
The applicable deduction shall be determined solely by Urbanwood.
Cancellation by Urbanwood
Urbanwood reserves the right to cancel any order under circumstances including, but not limited to:
Where an order is cancelled by Urbanwood before dispatch, any eligible Credit Note shall be processed in accordance with this Policy.
Furniture is a handcrafted product, and in most cases, transit damage or minor manufacturing defects can be professionally repaired without affecting the product's appearance, durability, or functionality.
Accordingly, repair shall be the primary and preferred resolution for eligible complaints.
Following inspection and verification, Urbanwood may, at its sole discretion:
The appropriate resolution shall be determined solely by Urbanwood after evaluating the nature and extent of the issue.
Replacement of the complete product or issuance of a refund shall only be considered in exceptional circumstances where Urbanwood determines that repair or part replacement is not reasonably feasible.
Returns shall be accepted only after prior approval by Urbanwood.
A return request may be considered only if:
Returns will not be accepted under the following circumstances:
Where a return has been approved, the customer shall ensure that the product is made available for collection from the ground floor or the main entrance of the delivery address, unless otherwise agreed by Urbanwood.
The product should be securely packed in its original packaging, wherever possible, along with all accessories, fittings, and supplied components to prevent damage during transportation.
Unless the return arises due to an error on the part of Urbanwood, all transportation, packing, collection, and return shipping costs shall be borne by the customer.
Where approved, refunds shall ordinarily be issued in the form of a Credit Note, which may be redeemed against any future purchase with Urbanwood.
The issuance of a Credit Note is subject to inspection and approval by Urbanwood and shall generally be applicable only where repair or replacement is determined to be impractical or not reasonably feasible.
Refunds or Credit Notes may be approved under the following circumstances:
Refunds or Credit Notes shall generally not be applicable where:
Shipping charges, installation charges, return transportation charges, and any other service-related charges are non-refundable unless the refund is approved due to an error attributable to Urbanwood.
Every complaint or claim shall be reviewed individually based on the condition of the product, inspection findings, supporting evidence, and the terms of this Policy.
Urbanwood reserves the right to determine the most appropriate resolution, including repair, replacement of the affected component, return, issuance of a Credit Note, or rejection of the claim, where the claim does not fall within the scope of this Policy.
The decision of Urbanwood following verification and assessment shall be final and binding.
We will contact you as soon as we have received your information.
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