Warranty, delivery & aftercare
A considered purchase begins with clear terms. Here’s how we help with product coverage, delivery questions and the next steps if something needs attention.
Keep your quotation, invoice and written order details. They record the specifications and any product-specific warranty agreed for your piece.
01 / Know your piece
Warranty coverage depends on the product, materials, electrical components and project scope. Confirm the applicable period and conditions on the product page, quotation, invoice or written order confirmation before purchasing.
02 / Planning the journey
Fragile lighting and décor need packing suited to the piece. Depending on the product, this may include wrapping, cushioning, reinforced boxes or crates, fragile marking and checks before dispatch.
For custom and made-to-order pieces, agree the production schedule, dispatch estimate, freight cost and destination before approving your order.
For high-value or bespoke orders, you may request packing photographs or dispatch confirmation where operationally possible.
Inspect the packaging and contents before fitting. Keep the label, protective materials and supplied parts while checking your order.
For selected international shipments, we first check product suitability, protective packing, route feasibility and the quote. Import duties, taxes, local clearance and destination requirements are generally the buyer’s responsibility unless agreed otherwise in writing.
03 / Damage, a defect or a wrong item
Contact us as soon as possible after noticing a problem. For visible transit damage, missing components or a wrong item, our Refund Policy asks you to report it preferably within 48 hours.
That reporting request does not remove your applicable rights, including for defects discovered later. An unboxing video can help, but photographs and other relevant evidence are also accepted.
Report an order concernWhat to send
Please do not install or continue using a piece that appears damaged or electrically unsafe. Contact us before arranging a repair, alteration or return shipment so we can guide the next steps.
04 / Returns & exchanges
A change of mind and a product problem are reviewed differently. The guidance below summarises our current Refund Policy.
Eligible ready-to-ship products
Submit an eligible change-of-mind request within 10 calendar days of delivery. The item must be unused, uninstalled, unaltered and undamaged, with original packaging, accessories, components and proof of purchase. Check the product’s exclusions before ordering.
Bespoke & made-to-order
Custom-made, bespoke and modified-specification products are excluded from change-of-mind returns once supplied. Please approve the dimensions, materials and finish before production. These exclusions do not remove applicable rights for damage, defects or an agreed-specification mismatch.
Damage, defects & incorrect supply
A defective, transit-damaged, incorrect or misdescribed item is assessed through the product-issue process. Accepted claims do not attract a restocking fee. The appropriate remedy depends on the issue and your applicable rights; it may include replacement or refund.
Charges and the refundable amount: for a change-of-mind return, you pay return shipping; separately charged original delivery is non-refundable. A restocking fee may apply only where disclosed before purchase and permitted by law. Ask for the full written refund calculation before arranging the return. For an accepted product-issue claim, we arrange collection or agree reasonable return-shipping reimbursement as described in the Refund Policy.
05 / From request to resolution
Tell us what has happened and include your order reference, relevant photographs and the outcome you are requesting.
We review the request and share the next steps, return instructions and any applicable charges or refund calculation.
For an agreed return, pack the fragile item securely and retain the courier receipt and tracking details.
We inspect the returned item and notify you of the decision. If a request is declined, we explain the reason.
Under the current Refund Policy, approved refunds are processed within 14 business days after receipt and inspection, or sooner where required by law. They normally go to the original payment method; COD refunds use an agreed traceable method. Your bank or payment provider may need additional time to credit the amount.
The current Refund Policy allows a cancellation request within 24 hours of placing the order for a full refund. Later requests depend on production, dispatch status and the terms disclosed before purchase. Eligible exchanges depend on stock; we confirm any price difference or applicable charge before proceeding.
Approved returns can be sent by courier or delivered to our Kolkata location. Contact us before shipping or visiting so we can confirm the instructions and arrange any in-person drop-off.
Contact details & directions06 / A little reassurance
For advice about a specific piece, send its product link or your order reference. We can then check the relevant details.
There is no single warranty period stated for every product. Coverage depends on the piece, materials, electrical components and project scope. Please ask us to confirm the period, start date and covered components in the product information or written order documents before purchase.
Bespoke and made-to-order pieces are excluded from change-of-mind returns once supplied. This does not remove applicable rights for manufacturing defects, transit damage, incorrect supply or a material difference from the agreed specification. Send the order approval and evidence of the concern so we can review it.
No. A video is helpful if you have one, but it is not the only acceptable evidence. Send clear photographs of the product, damage, packaging and shipping label where relevant, along with your order details and a description.
Natural materials and handcrafted surfaces can vary, and normal finish ageing is usually outside ordinary warranty coverage. If you believe the product is defective or materially different from what was agreed, share photographs and the product or finish specification for assessment.
For an eligible change-of-mind return, the customer pays return shipping and applicable disclosed charges. For an accepted damaged, defective, incorrect or misdescribed-product claim, our Refund Policy provides for collection or reasonable return-shipping reimbursement agreed with the team. Confirm the arrangements before dispatching the item.
For high-value and bespoke orders, you may request packing photographs or dispatch confirmation where operationally possible. Ask early so the team can check what can be shared for your particular order.
Before purchase or after delivery
Email your order number or product link, describe the question, and add relevant photographs. Nothing in this guide limits your applicable consumer rights.
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