At eBansal Furniture, we are committed to delivering high-quality, handcrafted wooden furniture that meets our customers' expectations. Every product is carefully manufactured, inspected, packed, and dispatched to ensure it reaches you in excellent condition.

As our furniture is primarily handcrafted using natural materials, we request all customers to carefully review product specifications, dimensions, materials, and this policy before placing an order.

This Return, Refund & Cancellation Policy explains the conditions governing order cancellations, damaged products, returns, replacements, refunds, Return to Origin (RTO), restocking charges, refinishing charges, and warranty-related claims.

By placing an order with eBansal Furniture, customers acknowledge that they have had the opportunity to review this policy.

All conditions are subject to applicable Indian consumer protection laws. Nothing in this policy limits or excludes rights or remedies that customers are legally entitled to exercise.

1. ORDER CANCELLATION POLICY

Orders may be cancelled under the following conditions:

• Customers may request cancellation within 24 hours of placing an order or before the product is dispatched, whichever occurs earlier.

• Once the product has been dispatched, cancellation requests will ordinarily not be accepted.

• Cancellation requests must be submitted in writing to ebansalfurniture@gmail.com.

• The cancellation email must include the order number, registered contact details, and reason for cancellation.

• Orders that have already entered the shipping process cannot ordinarily be cancelled through the standard cancellation procedure.

• A payment gateway processing fee of up to 2.5% of the order value may be deducted from eligible customer-requested cancellation refunds, where applicable and legally permissible.

• Any cancellation charges will be disclosed before the refund is finalized.

• Refunds for approved cancellations before dispatch will generally be processed within 5–7 working days.

Cancellation Request Email: ebansalfurniture@gmail.com

Subject: CANCELLATION – Order No. [XXXX]

If an order is cancelled by eBansal Furniture due to product unavailability, fulfillment issues, or other reasons attributable to us, applicable cancellation charges will not be deducted.

2. MANDATORY UNBOXING VIDEO

IMPORTANT: ALL CUSTOMERS ARE REQUIRED TO RECORD A CLEAR, CONTINUOUS, AND UNEDITED UNBOXING VIDEO WHEN OPENING THEIR PACKAGE.

Recording an unboxing video is a mandatory part of eBansal Furniture's standard damage-verification procedure.

The unboxing video helps us:

• Verify the condition of the package at delivery.

• Identify damage that may have occurred during transportation.

• Confirm the condition of the product immediately upon opening.

• Support claims submitted to courier and logistics partners.

• Investigate missing components, visible damage, or incorrect items.

2.1. Unboxing Video Requirements

The recording must:

• Begin before the outer packaging is opened.

• Clearly show the package from all sides.

• Capture visible damage to the packaging, if any.

• Record the complete opening and unpacking process.

• Clearly show the product and all included components.

• Continue without pauses, cuts, edits, or interruptions.

• Be sufficiently clear to identify any visible defect or damage.

2.2. Claims Without an Unboxing Video

Failure to provide an unboxing video may prevent eBansal Furniture from verifying transit damage and may result in rejection of claims that cannot otherwise be substantiated.

However, the absence of an unboxing video will not automatically extinguish any rights or remedies available to customers under applicable law. Claims involving manufacturing defects, incorrect products, or other legally protected issues will be assessed using the available evidence.

Customers are strongly advised to preserve their unboxing videos until they are satisfied that the delivered product is complete and in acceptable condition.

3. ELIGIBILITY FOR RETURN

eBansal Furniture accepts return requests under the following circumstances, subject to verification.

3.1. Transit Damage

The delivered product is structurally damaged or broken during transportation.

Examples include:

• Broken wooden frames or components.

• Major structural cracks.

• Damaged joints.

• Significant physical damage affecting functionality or safety.

Customers should provide an unboxing video and clear photographs showing the damage.

3.2. Manufacturing Defects

The product has a verified manufacturing defect affecting its structural integrity, functionality, or intended use.

Examples include:

• Defective or broken joints.

• Structural cracks.

• Missing essential hardware.

• Manufacturing-related assembly defects.

3.3. Incorrect Product Delivered

The product received is substantially different from the product ordered.

Examples include:

• Wrong furniture model.

• Incorrect product size.

• Wrong product variant.

• Materially incorrect specifications.

Where the product is defective, deficient, materially misdescribed, or otherwise subject to a legally required remedy, applicable statutory consumer rights will be respected.

4. NON-RETURNABLE CONDITIONS & EXCLUSIONS

Subject to applicable consumer protection laws, the following circumstances do not ordinarily qualify for voluntary returns, refunds, or replacements.

4.1. Change of Mind

Returns will not ordinarily be accepted because:

• The customer no longer wants the product.

• The customer changes their mind after delivery.

• The customer no longer likes the furniture.

• The product no longer matches the customer's personal preferences.

• The customer wishes to purchase a different product.

4.2. Natural Wood Variations

Minor differences in the following are not considered manufacturing defects:

• Natural wood grain.

• Wood colour and shade.

• Texture and natural markings.

• Minor variations in polishing and finish.

• Natural knots and patterns.

4.3. Product Image Variations

Because our furniture is handcrafted, slight differences between the delivered product and website photographs may occur.

Product photography may involve professional lighting, editing, or digital rendering.

Minor differences caused by photography, display settings, or natural materials do not qualify for returns.

This exclusion does not apply where the product is materially different from its advertised description, specifications, or agreed characteristics.

4.4. Customer-Caused Damage

Returns will ordinarily not be accepted for damage caused by:

• Improper handling.

• Accidental impact.

• Misuse or negligence.

• Incorrect installation or assembly.

• Unauthorized modifications.

• Improper maintenance.

• Exposure to excessive water, heat, or sunlight.

• Environmental damage after delivery.

4.5. Improper Assembly

Damage caused by incorrect assembly performed by the customer or an unauthorized technician is not covered.

This exclusion does not apply where the damage results from defective components or incorrect instructions supplied by eBansal Furniture.

4.6. Incorrect Measurements & Access Restrictions

Customers are responsible for checking:

• Product dimensions.

• Doorway width.

• Staircase accessibility.

• Lift dimensions.

• Room dimensions.

• Other access restrictions.

Returns arising solely from the customer's failure to verify available space or access may be declined.

4.7. Minor Cosmetic Conditions

The following do not ordinarily qualify as defects:

• Minor surface dust.

• Light smudges are removable through normal cleaning.

• Temporary lack of surface shine.

• Minor leveling differences of up to approximately 5 mm attributable solely to uneven flooring.

Any issue that materially affects product safety, structural integrity, or conformity with advertised specifications will be assessed separately.

5. HANDCRAFTED FURNITURE & NATURAL WOOD DISCLAIMER

eBansal Furniture specializes in handcrafted furniture manufactured using Sheesham wood and other natural materials.

Each wooden product has unique characteristics.

Variations in grain patterns, colour, natural markings, texture, and finishing are expected characteristics of handcrafted wooden furniture.

These variations contribute to the uniqueness and authenticity of each product.

Product images displayed on our website are intended to provide a representative view of the design and appearance.

Minor variations do not constitute defects. However, the delivered product must substantially conform to the description, specifications, and characteristics advertised at the time of purchase.

6. OUR RESOLUTION APPROACH — REPAIR, REPLACEMENT & REFUND

eBansal Furniture follows a structured resolution procedure for eligible product complaints.

Step 1: Product Assessment

Our team will review the submitted photographs, videos, order information, and description of the issue.

Step 2: Repair

Where appropriate, we will first offer a reasonable repair solution at no additional cost for verified manufacturing defects or transit damage.

Step 3: Replacement

If repair is unsuitable or unsuccessful, we may arrange:

• Replacement of the damaged component.

• Replacement of essential hardware.

• Replacement of the complete product.

Step 4: Refund

Where repair or replacement is not feasible, cannot be completed within a reasonable period, or an applicable legal refund entitlement exists, a refund will be arranged.

Our preferred approach is to resolve issues through repair or replacement wherever appropriate.

However, this approach does not override any remedy available to the customer under applicable consumer protection law.

7. DAMAGE CLAIM PROCEDURE

Customers are requested to report delivery-related damage within 7 calendar days of receiving the product.

Prompt reporting helps us investigate the issue and coordinate with our logistics partners.

7.1. Documents Required

For damage verification, customers should submit:

1. Order number.

2. Registered customer name and contact details.

3. Date of delivery.

4. Mandatory unboxing video.

5. Clear photographs of the damaged area from multiple angles.

6. A written description of the problem.

Email: ebansalfurniture@gmail.com

Subject: DAMAGE CLAIM – Order No. [XXXX]

7.2. Original Packaging

Customers must retain the original packaging, labels, protective material, and invoice until the claim has been reviewed or our team advises otherwise.

7.3. Claim Assessment

Our support team aims to provide an initial response within 24–48 hours of receiving the complaint.

Depending on the findings, we may:

• Request additional evidence.

• Arrange a technical inspection.

• Offer a repair.

• Arrange replacement components.

• Arrange a complete replacement.

• Approve a refund where appropriate.

Claims reported after 7 days may require additional verification. This reporting period does not eliminate statutory rights or valid warranty coverage.

8. APPROVED RETURNS & REPACKING REQUIREMENTS

If a return is approved, customers must follow the instructions provided by eBansal Furniture.

8.1. Packaging Requirements

Customers should:

• Repack the furniture securely using its original packaging wherever available.

• Retain original packaging stickers and shipping labels.

• Include the original invoice or a copy.

• Protect the product against additional damage during reverse transportation.

• Ensure that all approved components are included.

8.2. Return Pickup

• Reverse pickup will be scheduled after return approval.

• Customers must ensure that someone is available during the agreed pickup window.

• The product must be accessible to the pickup team.

• The customer must not independently ship the product unless authorized.

8.3. Assembled Furniture

For furniture assembled by eBansal-appointed technicians, our team will coordinate appropriate disassembly arrangements where required.

For self-assembled products, customers may be requested to disassemble the item according to instructions provided by our team.

Customers should not attempt unsafe disassembly.

8.4. Missing or Damaged Packaging

If the original packaging is unavailable, customers must contact our support team for alternative packing instructions.

Reasonable repacking charges may apply to customer-attributable returns where additional materials are required.

However, legitimate defect-related returns will not automatically be rejected solely because original packaging or labels are unavailable.

9. REFUND PROCESSING POLICY

Approved refunds will be processed according to the reason for cancellation or return.

9.1. Refunds for Orders Cancelled Before Dispatch

• Eligible refunds will generally be initiated within 5–7 working days of cancellation approval.

• An applicable payment gateway processing fee of up to 2.5% may be deducted where lawful and previously disclosed.

• No customer cancellation charge will apply where the cancellation is attributable to eBansal Furniture, except as otherwise lawfully permitted.

9.2. Refunds for Returned Products

• Where a physical return is required, the product will ordinarily be collected through an approved reverse pickup.

• Refunds will be processed following receipt and verification of the returned product.

• Approved refund payments will generally be initiated within 7 working days after successful pickup and completion of the necessary verification.

• Bank processing times may vary.

9.3. Refund Method

Refunds will ordinarily be processed through direct bank transfer to the customer's verified bank account.

Customers may be requested to provide:

• Account holder name.

• Bank account number.

• IFSC code.

Where applicable law, payment-provider requirements, or the original payment arrangement requires another refund method, eBansal Furniture will use the appropriate compliant method.

9.4. Payment Gateway Charges

A payment gateway processing fee of up to 2.5% of the order value may be deducted for eligible customer-requested cancellations or customer-attributable returns where applicable, disclosed, and legally permissible.

This charge will not be applied automatically to every refund.

No such deduction will be imposed where it would unlawfully reduce a refund due to a verified defect, incorrect product, seller error, or another legally protected reason.

9.5. Refund Processing Timeline

Most approved refunds will be processed within the timelines stated above.

Furniture returns involving complex logistics, remote locations, inspections, or specialized handling may require approximately 2–3 weeks for the overall reverse-pickup and resolution process.

Customers will be informed of material delays. Any statutory refund deadlines will take precedence.

10. RETURN TO ORIGIN (RTO) POLICY

Return to Origin (RTO) occurs when a dispatched order cannot be successfully delivered and is returned to eBansal Furniture by the courier or logistics partner.

10.1. Reasons for RTO

An order may be marked as RTO due to:

• Customer refusal to accept delivery.

• Customer unavailability despite reasonable delivery attempts.

• Incorrect or incomplete delivery address.

• Incorrect or unreachable registered phone number.

• Failure to coordinate delivery.

• Cancellation requests after dispatch.

• Delivery access restrictions attributable to incorrect customer information.

• Repeated unsuccessful delivery attempts.

• Other circumstances preventing successful delivery.

An RTO designation does not automatically establish customer responsibility.

10.2. RTO Charges & Deductions

Where an order is returned due to reasons attributable to the customer, the following reasonable charges may apply:

• Actual forward shipping charges.

• Actual return shipping or RTO charges.

• Applicable payment gateway processing fees of up to 2.5%, where legally permissible.

• Reasonable restocking charges.

• Reasonable repacking and handling charges.

• Actual refinishing or restoration charges where necessary because of customer-attributable damage or deterioration.

All deductions must be supported by the circumstances of the return and must comply with applicable laws.

10.3. Restocking Fee

A restocking fee may apply when a customer-attributable RTO or return requires additional handling before the product can be restored to saleable inventory.

Restocking activities may include:

• Warehouse handling.

• Product inspection.

• Inventory processing.

• Repacking.

• Storage-related handling.

• Preparing the furniture for resale.

Any applicable restocking charge will be reasonable, disclosed, and based on the work and costs involved.

10.4. Refinishing & Restoration Charges

If returned furniture requires additional restoration because of customer-attributable damage or handling, refinishing charges may apply.

Restoration work may include:

• Re-polishing.

• Surface refinishing.

• Scratch removal.

• Minor wooden surface repairs.

• Replacement of damaged finishing materials.

• Restoration of the product's saleable condition.

Such charges will only apply when the work is reasonably necessary, properly attributable to the customer, and legally recoverable.

Normal transit-related deterioration, manufacturing defects, and damage attributable to eBansal Furniture or its logistics partners will not be charged to the customer.

10.5. Repacking Charges

Additional repacking charges may apply where original packaging is missing, materially damaged by the customer, or unsuitable for further transport due to customer-attributable reasons.

Charges will reflect reasonable additional packaging costs and will not be duplicated under another fee category.

10.6. RTO Refund Calculation

For eligible customer-attributable RTO orders:

Eligible Refund = Total Amount Paid − Applicable Forward Shipping Charges − Applicable RTO Charges − Applicable Restocking/Repacking/Refinishing Charges − Other Lawful Charges

Deductions will be itemized and communicated to the customer.

No charges will be deducted more than once for the same expense.

Refund deductions will not exceed the amount paid. Any separate claim for additional costs must have an independent lawful basis.

10.7. Refund Timeline for RTO Orders

• RTO status will be confirmed through courier tracking and available delivery records.

• The returned product will be inspected after receipt at our warehouse.

• Applicable lawful deductions, if any, will be calculated and communicated.

• The eligible refund will generally be processed within 7 working days after receipt, verification, and approval.

10.8. Delivery Refusal

Customers should not refuse delivery without first contacting eBansal Furniture.

If delivery is refused solely because of a change of mind or another customer-attributable reason, reasonable RTO charges may apply.

If delivery is refused because of visible shipping damage, incorrect goods, or a legitimate delivery concern, customers should immediately inform our support team and provide available evidence.

Such circumstances will be investigated and will not automatically attract RTO charges.

10.9. Re-Delivery of RTO Orders

Re-delivery may be arranged depending on shipment status and logistics availability.

Additional shipping charges may apply when delivery failure was attributable to incorrect customer information, refusal, or repeated unavailability.

Any re-delivery charge will be communicated and agreed upon before re-dispatch.

10.10. RTO Due to eBansal or Logistics Errors

Where unsuccessful delivery results from an error by eBansal Furniture or its appointed logistics partner:

• No customer-attributable RTO charges will apply.

• Re-delivery may be arranged without additional shipping charges.

• Where appropriate, a full eligible refund will be processed.

11. RESTOCKING, REPACKING & REFINISHING CHARGE CONDITIONS

The following principles apply to all customer-attributable returns and RTO cases.

1. Charges are not automatically applied to every return.

2. The reason for return and condition of the product will be considered.

3. Charges must be reasonable and proportionate to actual work or loss.

4. Where possible, deductions will be supported by inspection records, invoices, or other cost evidence.

5. Charges will be communicated before the refund is finalized.

6. Duplicate charges for the same service will not apply.

7. Charges will not be imposed where the customer is exercising a statutory right to a remedy for defective, deficient, or materially misdescribed goods.

eBansal Furniture reserves the right to assess legitimate return-related costs, subject to applicable law.

12. LIFETIME TERMITE WARRANTY

eBansal Furniture provides a Lifetime Warranty against termite infestation for eligible Sheesham wood furniture, subject to the conditions and exclusions below.

This warranty applies to eligible products under normal residential usage and appropriate environmental conditions.

12.1. Warranty Coverage

The warranty covers confirmed termite infestation affecting eligible Sheesham wood furniture under normal household conditions.

12.2. Evidence Required

Customers must provide:

• Original order number or purchase proof.

• Clear photographs or videos showing suspected infestation.

• Details of visible holes, powder residue, insects, or other observable signs.

• A description of the affected furniture and surrounding conditions.

12.3. Reporting Timeline

Customers should report suspected infestation within 7 days of noticing termite activity.

Email: ebansalfurniture@gmail.com

Subject: TERMITE WARRANTY CLAIM – Order No. [XXXX]

12.4. Inspection & Verification

eBansal Furniture may request:

• Additional photographs or videos.

• Information about storage and ventilation conditions.

• A physical inspection.

• Assessment by a qualified technician.

Warranty remedies will depend on confirmation of coverage and the condition of the affected product.

12.5. Warranty Resolution

For approved warranty claims, eBansal Furniture will assess an appropriate remedy, which may include treatment, repair, replacement of affected components, or another remedy specified under the applicable warranty.

Where professional collection is necessary for an approved claim, our team will coordinate handling and pickup.

13. TERMITE WARRANTY — CLOSED OR UNOCCUPIED HOUSE EXCLUSION

IMPORTANT: THE LIFETIME TERMITE WARRANTY DOES NOT COVER INFESTATION ATTRIBUTABLE TO A PROPERTY BEING CLOSED OR UNOCCUPIED FOR THREE CONSECUTIVE MONTHS OR MORE WHERE INADEQUATE VENTILATION, EXCESSIVE HUMIDITY, OR RELATED ENVIRONMENTAL CONDITIONS HAVE CONTRIBUTED TO THE INFESTATION.

Extended periods without ventilation may increase moisture accumulation and create conditions favorable to wood-damaging insects.

Because such infestation may arise from external environmental conditions rather than a product defect, warranty coverage may be excluded.

Additional Environmental Exclusions

The termite warranty does not cover infestation directly attributable to:

• Prolonged exposure to excessive moisture.

• Water leakage or flooding.

• Improper storage.

• Persistent dampness.

• Existing termite infestation within the property.

• Negligent maintenance.

• Other abnormal environmental conditions.

eBansal Furniture may request reasonable evidence or conduct an inspection before determining whether an exclusion applies.

The mere fact that a property was unoccupied does not by itself establish the cause of infestation. Claims will be evaluated on available evidence and applicable legal obligations.

14. WOOD-BORER & OTHER PEST-RELATED CLAIMS

Customers must report suspected wood-borer or other pest-related activity as soon as reasonably possible, preferably within 7 days of discovery.

Claims should include:

• Clear photographs or video evidence.

• Order details.

• Description of observed activity.

• Date of discovery.

• Information about the product's storage and environmental conditions.

Coverage for wood-borer or other pests will depend on the applicable product warranty and the verified cause of the issue.

Customers should not independently apply chemical treatments or dismantle affected furniture before consulting our support team, unless necessary for safety or to prevent further property damage.

15. CUSTOMER RESPONSIBILITIES

Customers are expected to:

• Provide accurate shipping information.

• Ensure the delivery address is accessible.

• Remain reasonably available during delivery coordination.

• Verify furniture measurements before ordering.

• Record an uninterrupted unboxing video.

• Inspect delivered products promptly.

• Report issues within the recommended timelines.

• Retain relevant packaging and purchase documentation.

• Follow supplied assembly and care instructions.

• Provide accurate information during claims.

• Cooperate with reasonable inspection and pickup arrangements.

Failure to follow these procedures may affect claim verification or voluntary return eligibility, without removing statutory consumer rights.

16. QUICK SUMMARY — COVERED & NOT COVERED

17. POLICY EXCEPTIONS & LEGAL RIGHTS

Nothing in this policy excludes, restricts, or overrides statutory consumer rights available under applicable Indian law.

Where products are defective, deficient, materially misdescribed, incorrectly supplied, or delivered in circumstances that legally entitle the consumer to a remedy, eBansal Furniture will assess and resolve the matter in accordance with applicable law.

In the event of a conflict between any provision of this policy and mandatory legal requirements, the applicable legal requirements will prevail.

18. CONTACT & CUSTOMER SUPPORT

For cancellation requests, product complaints, warranty claims, return approvals, RTO disputes, or refund-related queries, please contact:

eBansal Furniture

Email: ebansalfurniture@gmail.com

Phone / WhatsApp: +919256401564

Address:
G-1, 89-90, RIICO Industrial Area,
Sardarshahar, Rajasthan – 331403, India

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

Email Subject Formats

Order Cancellation:
CANCELLATION – Order No. [XXXX]

Damaged Product:
DAMAGE CLAIM – Order No. [XXXX]

Return Request:
RETURN REQUEST – Order No. [XXXX]

Refund Enquiry:
REFUND STATUS – Order No. [XXXX]

RTO Refund:
RTO REFUND – Order No. [XXXX]

Termite Warranty:
TERMITE WARRANTY CLAIM – Order No. [XXXX]

19. GRIEVANCE REDRESSAL

Customers who are dissatisfied with the resolution of a complaint may request escalation.

Email: ebansalfurniture@gmail.com

Subject: GRIEVANCE – Order No. [XXXX]

Please include the order number, complaint history, relevant photographs or documents, and the reason for escalation.

Our team aims to provide an initial grievance response within 5 working days.

Complaints will be acknowledged and resolved within the timelines prescribed under applicable law.

Grievance Officer: [Insert name and designation]

Grievance Officer Contact: [Insert designated contact details]

20. POLICY UPDATES

eBansal Furniture may update this policy to reflect changes in operational procedures, shipping arrangements, warranty conditions, or applicable laws.

The current version will be published on our website.

Material changes will not retrospectively remove rights that customers already hold in relation to completed purchases.

eBansal Furniture — Crafted with Care. Backed by Commitment.