Return and refunds – SofaFactory

How do I Cancel an item purchased on sofafactory?

• Cancellation in Case of Damage: In case if you received a damaged or defective product, bring it in the notice of delivery personnel immediately at the time of delivery and report a complaint at customer care at support@sofafactory.in.
  Damage & defect will be assessed in 72 hours’, and a solution will be provided. If in the opinion of sofafactory, the product is broken, it may be returned/replaced, or any other corrective measure may be taken, as deemed appropriate by sofafactory, to address the issue.
• Cancellation in case of wrong product: If the product does not comply with the specifications as per your original order, raise the issue immediately & report it to support.
• For more details, please get in touch with us on our customer care number or write to us at support@sofafactory.in
• Products purchased on discount or during sale can not be cancelled.

Return & Refund:

If you are eligible for any refund, the same shall be given to you as per the following guidelines:

• All refunds & replacement process initiation shall be subject to pick up of all cancelled items from your/customer’s premises.
• Post receiving the products back to the warehouse, a refund shall be initiated within 2-3 days.
• Refund will be initiated via NEFT, cash or by the way payment was originally made.
• Depending on the orders, the processing charges might be deducted.
• We do not cancel/refund any decor/furnishing/lamp & lighting orders as these are third-party products and are directly dispatched from the vendor’s warehouse to the customer. Hence, any such queries for refund/cancellation are not entertained once the order is confirmed.

Warranties:

• The product comes with a 1-year warranty which covers manufacturing defects, inherent termite and borer issues.
• This limited warranty does not apply to:
  • Small cuts, scratches or damage during the cleaning process
  • Damaged caused by the incorrect installation of a product
  • Cracks during the random displacement
  • Product kept in contact to direct sunlight and water, resulting in decaying of wood
• With time solid woods are encountered by minor cracks, called as checks, which are not included in faults and warranty as these checks do not hamper the life of a product.
• As per the industry standards, unevenness up to 5 mm can happen because of the difference in surfaces and floor levels. In that case, there is not a warranty.
• There is no warranty on upholstery/ coverings/ cushion covers.

Delivery:

Our support and delivery team will be in coordination with you for a hassle-free installation process.

Free delivery is only applicable for the very first attempt on a visit to your ship-to address. In case of a missed delivery, (from a customer)/ an extra visiting charge would be applicable for later installation.

Our delivery partner shall only deliver the product to the ground floor in the absence of a service lift in your apartment. (if applicable)

Extra charges applicable for weekend or specific time deliveries.

Once the order has reached your nearest delivery center and you fail to receive the products, we would hold the products for 10 days, after this time line, sofafactory shall be free to charge for holding the products for longer.