Refund policy

Woodensure Pvt. Ltd. – Order Cancellation, Return & Refund Policy

At Woodensure Pvt. Ltd., we specialize in crafting premium solid wood furniture and customized epoxy products designed to meet individual customer preferences. Most of our products are handmade and made-to-order, which means every order goes through careful design, sourcing, and production stages.

This policy is created to ensure transparency, fairness, and a smooth experience for our customers while maintaining our high manufacturing standards. By placing an order on our website, you agree to the terms outlined below.

Please review this policy carefully before making a purchase.

1. Order Cancellation & Modification Policy

1.1 Cancellation by Customer

  • Orders may be cancelled within 24 hours of placement for both direct (ready) and custom orders, subject to minimum applicable deductions (such as processing or design charges). The remaining amount will be refunded to the original payment method.

  • For direct or ready products, cancellation requests made after 24 hours of order placement or after shipment may not be accepted. If approved in exceptional cases, 20% of the total order value will be deducted before processing the refund.

  • For customized or made-to-order furniture, production generally begins soon after order confirmation. If materials have been procured or production has started, cancellation may still be considered but 30–60% of the order value may be deducted, depending on the stage of production.

  • Approved refunds will be processed within 7–15 business days.

1.2 Modification by Customer

Customers may request modifications to their order such as changes in size, finish, color, or design specifications within 48 hours of placing the order, subject to feasibility.

After this period, modification requests may only be accepted if materials have not yet been sourced or production has not started. In such cases, additional charges may apply depending on the changes requested.

To request a cancellation or modification, please contact us through the details below and ensure the order number is included in the request.

Email: customer.woodensure@gmail.com
WhatsApp: +91-9358676060

All requests must be submitted in written form for record and verification purposes.

2. Product Inspection, Damage & Unboxing Requirements

2.1 Mandatory Unboxing Video

To ensure fair and transparent processing of damage, defect, or mismatch claims, customers are required to record an unboxing video in a single continuous shot from the moment the package is opened until the product is fully inspected.

This video helps:

  • Verify the condition of the product at the time of delivery

  • Identify transit or packaging damage

  • Support quicker and transparent claim resolution

Please ensure the package, packaging material, and product are clearly visible in the video.

Without a valid unboxing video, damage or transit-related claims may not be processed.

2.2 Damage or Defect Reporting

If you receive a product that appears damaged, defective, or different from your confirmed order:

  • Report the issue within 48 hours of delivery

  • Share clear photos, videos, and a short description of the issue

  • Keep the original packaging and protective material intact until the claim is reviewed

Our support team will evaluate the claim and provide the most appropriate resolution.

3. Return & Refund Policy

3.1 Non-Returnable Items

Due to the nature of furniture manufacturing and customization, the following items are not eligible for return:

  • Customized or made-to-order furniture

  • Sale or discounted products

  • Gift card purchases

  • Assembled, used, or customer-damaged items

  • Orders where a valid unboxing video is not available

3.2 Conditions for Eligible Returns

Returns may be accepted only under the following circumstances:

  • The product is damaged during transit

  • The delivered product significantly differs from the confirmed customization or order details

Eligibility requirements:

  • Return request must be initiated within 30 days of delivery

  • The product must be unused and in its original condition

  • All packaging materials, accessories, and invoice must be included

Returns are subject to inspection and approval by Woodensure’s quality team.

3.3 Return Shipping

Reverse logistics or return shipping costs are generally borne by the customer, unless the return is due to manufacturing defects or verified delivery errors.

Any applicable return shipping charges will be communicated transparently during the return approval process.

Customers may also arrange their own courier partner for returning the product.

3.4 Refund Process

Once the returned product is received and inspected by our team:

  • Refunds will be processed within 7–14 business days

  • The refund will be credited to the original payment method used during purchase

Please note that the following charges are non-refundable:

  • Shipping and delivery charges

  • Packaging costs

  • Payment gateway charges

  • Cash-on-delivery (COD) handling fees

4. Replacements & Exchanges

Replacements may be issued in verified cases where:

  • The product is damaged during transit

  • A manufacturing defect is identified

  • An incorrect item has been delivered

Customers must provide a valid unboxing video along with clear photo/video evidence for verification.

In certain rare cases, Woodensure may provide an advance replacement shipment before pickup if:

  • The packaging was severely damaged during transit, and

  • The customer provides a refundable security deposit of up to 50% of the product value until the original item is returned.

5. Refund Policy Based on Product Type

Non-Customized Products

Ready products may be eligible for replacement or refund depending on inspection results and the nature of the issue.

Customized / Epoxy Resin Tables

Due to the handcrafted and personalized nature of these products, refunds are generally not applicable. However, if any issue arises, Woodensure may offer:

  • Repair or touch-up service

  • Replacement of specific damaged components

  • Partial remanufacturing if required

Our team will provide the most suitable solution based on the situation.

6. Cancellation by Woodensure

Woodensure Pvt. Ltd. reserves the right to cancel an order in certain situations including:

  • Unavailability of required materials

  • Errors in product pricing or description

  • Technical issues during order processing

  • Suspected fraudulent or suspicious activity

In such cases, customers will receive a full refund within 7 business days.

7. Gift Orders & Credit Notes

If a product purchased as a gift is returned:

  • The recipient may receive a gift credit voucher

  • Any monetary refund will be processed only to the original buyer’s payment method

8. Return Pickup & Documentation

All approved returns must include:

  • Return label (if provided)

  • Completed declaration form

  • Copy of the original invoice

Return Address:

Woodensure Pvt. Ltd.
B-171, Road No. 12
Madri Industrial Area
Udaipur, Rajasthan – 313001
India

9. International Orders

Due to customs regulations, shipping limitations, and logistics complexities, international orders are non-returnable and non-replaceable.

Customers are advised to carefully confirm product specifications, dimensions, and customization details before placing an international order.

10. Quality Assurance & Disclaimer

Every Woodensure product undergoes multiple quality inspections before dispatch to ensure that it meets our quality standards.

However, as our products are made using natural solid wood, minor variations in grain patterns, texture, or color may occur and are considered natural characteristics rather than defects.

Woodensure reserves the final right to determine resolution outcomes in dispute cases.

Policies may be updated periodically, and customers are encouraged to review this page regularly.

11. Contact Us

For assistance regarding returns, cancellations, refunds, or product support, please contact us:

Email: customer.woodensure@gmail.com
WhatsApp & Call: +91-9358676060

Hours: Monday – Saturday
10:00 AM – 6:00 PM IST

Thank you for choosing Woodensure Pvt. Ltd. — where craftsmanship meets trust.