Return & Refund Policy
The return and refund framework is designed to balance customer fairness with the realities of handcrafted and made-to-order products. Returns and refunds are therefore governed by clearly defined conditions.
For support or clarification, customers may contact:
📧 support@sunwooddexpo.com
📞 Customer Support (10:00 AM – 6:00 PM IST)
Order Cancellation
Order cancellations are accepted only if the request is made before the product has been dispatched from the warehouse. Approved cancellations at this stage will incur a 30% deduction to cover payment gateway charges, processing fees, and administrative costs.
Once an order has been dispatched, cancellations are not permitted. In rare cases where a cancellation is reviewed after dispatch, two-way logistics costs and additional deductions may apply and will be borne by the customer.
Customized orders, discounted products, promotional purchases, and items purchased using coupon codes are strictly non-cancellable. For orders placed with partial or advance payments, the advance amount is treated as cancellation charges and is non-refundable.
Delivery or production delays of up to 180 days, arising from logistical, operational, or external factors, do not qualify for refunds or order cancellation.
Return Conditions
Returns are accepted only in situations where the issue originates from manufacturing defects, transit damage, incomplete delivery, or receipt of an incorrect product.
All return requests must be reported within 24 hours of delivery and must include clear photographic or video evidence. Requests submitted beyond this timeframe may be declined.
Returned products must be unused and in original condition, including original packaging, protective materials, labels, and invoices. Customers are advised not to accept deliveries where packaging appears visibly damaged or tampered with, except for minor transit marks.
All returned products are subject to inspection. Return requests that do not comply with policy conditions or quality verification standards may be rejected.
Transit Damage Insurance
All shipments are insured during transit when shipped through authorized logistics partners. In the event of damage, customers must report the issue within 24–48 hours of delivery with appropriate visual documentation.
Claims raised beyond this window may be rejected. If a delayed claim is exceptionally approved, reverse logistics or replacement shipping costs may be charged to the customer.
Refund Processing
Once a returned product is received and successfully inspected, refunds are initiated within 7–10 business days. Refunds are processed using the original payment method.
If wallet credits were used during the purchase, equivalent credits will be reinstated. Bank and payment gateway processing timelines may vary and are outside operational control.
Non-Returnable Scenarios
Returns or refunds are not accepted for damage resulting from misuse, mishandling, negligence, improper installation, exposure to unsuitable environments, or normal wear and tear after delivery.
Products returned with incomplete packaging, missing accessories, altered condition, or damage unrelated to manufacturing defects will be rejected. Items modified or repaired by third parties are also excluded from return eligibility.