Return / Refund Policy

  1. ORDER CANCELLATION

    Orders can be cancelled under the following conditions:

    • Orders may be cancelled within 24 hours of placement OR before the item is dispatched — whichever is earlier.
    • A Payment Gateway Processing Fee of 2.5% of the order value will be deducted from all refund amounts.
    • Once an item has been dispatched, the order cannot be cancelled.
    • Cancellation requests must be submitted in writing to ebansalfurniture@gmail.com with subject: CANCELLATION – Order No. [XXXX].

  2. MANDATORY UNBOXING VIDEO — REQUIRED FOR ALL ORDERS

    CRITICAL: Every customer MUST record a clear, uninterrupted unboxing video at the time of opening the package. Without this video, no return or refund request will be entertained under any circumstances.

    Recording an unboxing video is a mandatory requirement for every eBansal order. This is because:

    • It serves as essential evidence in case the product is received in a damaged condition.
    • It allows us to file claims with our courier/logistics partners if damage occurred during transit.
    • Without this video evidence, we are unable to establish liability and cannot process any claim with the courier partner.

    Your unboxing video MUST:

    • Be recorded continuously without any pause or cut from start to finish.
    • Clearly show the outer packaging, all sides of the box, and any visible damage to the box before opening.
    • Capture the full unboxing process and the condition of the item inside.
    • Be of sufficient quality to clearly show any damage or defect.

  3. ELIGIBILITY FOR RETURN

    Returns are accepted ONLY under the following conditions:

    • The item delivered is structurally damaged or broken due to transit (supported by mandatory unboxing video).
    • The item delivered has a confirmed manufacturing defect (e.g., broken joint, structural crack, missing hardware).
    • The item delivered is substantially different from the product ordered (wrong model or wrong size).

    The following are NOT valid grounds for return or refund:

    • "I don't like the product" — Change of mind or personal preference after delivery is NOT a valid reason for return or refund.
    • Minor variation in wood grain, colour tone, texture or finish — these are inherent to handcrafted solid wood furniture.
    • Variation in appearance compared to website product images — our products are handmade from natural materials and may look slightly different from photographs.
    • Damage caused by improper assembly by the customer or a carpenter not appointed by eBansal.
    • Damage caused by misuse, negligence, accident, or environmental factors after delivery.
    • Items damaged because dimensions of entry/doorway were not verified before purchase.
    • Minor surface dust, smudges, or lack of initial shine — resolved by wiping with a clean dry cloth.
    • Minor unevenness up to 5mm due to uneven floor surfaces — this is an accepted industry standard.

    About Our Handmade Products & Image Variations
    All eBansal furniture is handcrafted by artisans using natural Sheesham wood and other natural materials. Because each piece is made by hand, there may be slight differences in wood grain, colour tone, texture, and finish compared to the product images on our website. Product photographs are taken under professional studio lighting and may involve digital rendering. These natural variations are a mark of authenticity — not a defect — and do NOT qualify as grounds for return or refund.

  4. OUR APPROACH: FIX BEFORE REFUND

    eBansal's primary commitment is to ensure you receive the product in perfect condition. Our resolution process follows this priority:

    • FIRST: We will assess the damage or defect with the evidence you provide.
    • SECOND: We will attempt to repair or fix the damaged item at no cost to you.
    • THIRD: If the issue cannot be repaired, we will replace the damaged component or the complete item.
    • FOURTH: A full refund is offered only if repair and replacement are both not possible.

    Refunds are NOT automatically offered. eBansal reserves the right to first attempt repair or replacement before processing a refund. Refund is issued only when eBansal determines that repair or replacement is not feasible.

  5. DAMAGE CLAIM PROCEDURE — MANDATORY STEPS

    All damage claims must be filed within 7 calendar days of delivery. Claims filed after 7 days will not be entertained under any circumstances.

    To file a valid damage claim, the customer must provide ALL of the following:

    • Mandatory unboxing video (as described in Section 2 above).
    • Clear photographs of the damage from multiple angles.
    • Email to ebansalfurniture@gmail.com within 7 days with subject: DAMAGE CLAIM – Order No. [XXXX].
    • Date of delivery and a clear description of the issue.
    • Original packing materials must be retained until instructed otherwise by our team.

    Our team will respond within 24–48 hours with one of the following resolutions:

    • Repair of the damaged/defective item at no cost.
    • Replacement of the damaged component or complete item.
    • Full refund (only if repair/replacement is not feasible, subject to successful reverse pickup).

  6. APPROVED RETURNS — REPACKING REQUIREMENTS

    If a return has been approved by our team, the customer must comply with the following repacking requirements before reverse pickup:

    • The product must be repacked securely in its ORIGINAL packaging material.
    • All original stickers/labels on the packaging must be intact and visible.
    • The original billing/invoice document must be placed inside the package.
    • The package must be ready for pickup at the scheduled time.
    • For items assembled by eBansal-appointed technicians, our team will arrange professional disassembly at the time of pickup.
    • For self-assembled items, the customer must ensure the item is disassembled and ready for pickup.
    • The customer must ensure someone is present at the premises during the scheduled pickup window.

    Returns that are not repacked with original packaging, original stickers, and original billing documents will not be accepted for pickup. This may result in the return request being cancelled.

  7. REFUND PROCESSING

    • Refunds are processed only after the returned item has been successfully picked up.
    • Refund will be credited to the customer's bank account within 7 working days after pickup.
    • Bank account details (account number and IFSC code) will be collected before processing.
    • Refunds will not be processed via cash or any mode other than direct bank transfer.
    • The original Payment Gateway Processing Fee of 2.5% will be deducted in all cases.
    • Refunds for orders cancelled before dispatch will be processed within 5–7 working days.

    Please allow up to 2–3 weeks for complete reverse pickup and refund processing in complex furniture return cases.

  8. TERMITE WARRANTY — CONDITIONS & EXCLUSIONS

    All eBansal Sheesham wood furniture carries a Lifetime Warranty against termite infestation, subject to the following conditions:

    • The warranty covers termite infestation under normal residential usage and ventilation conditions.
    • Claims must be supported by clear photographic or video evidence of visible termite activity (holes, fine powder, or visible insects).
    • Claims must be submitted to ebansalfurniture@gmail.com within 7 days of noticing infestation activity.
    • eBansal reserves the right to conduct a physical inspection before confirming a claim.
    • Upon confirmation, eBansal will arrange professional pickup of the infested unit.

    IMPORTANT: Termite Warranty — Closed House Exclusion

    The Lifetime Termite Warranty is NOT applicable if the property/house has been kept closed or unoccupied for a period of 3 months or more.

    Reason: When a house remains closed for an extended period (3 months or more), it accumulates high levels of moisture and humidity due to lack of ventilation and air circulation. These conditions actively attract termites and wood-boring insects. Since this environmental damage is caused by the living conditions and not by any defect in the product, the Lifetime Termite Warranty does not apply in such cases.

  9. INFESTATION & PEST-RELATED CLAIMS

    • Any infestation claim must be submitted with clear photographic or video evidence of visible borer activity.
    • Claims must be submitted within 7 days of noticing the infestation.
    • eBansal's team will manage all handling and packing of the infested unit.
    • Claims for properties closed for 3+ months will not be entertained.

  10. QUICK SUMMARY — WHAT IS AND IS NOT COVERED

    ✔ COVERED ✘ NOT COVERED
    Transit damage (with unboxing video)
    Manufacturing defects
    Wrong product delivered
    Termite infestation (ventilated homes)     		"I don't like the product"
    No unboxing video provided
    Image variation (natural/handmade)
    House closed 3+ months (termite)
    Customer-caused damage

Contact & Grievance Redressal

Email: ebansalfurniture@gmail.com | Phone/WhatsApp: +91 9256401564
Address: G-1, 89-90, RIICO Industrial Area, Sardarshahar, Rajasthan – 331403
Support Hours: Mon–Sat, 10:00 AM – 6:00 PM IST

Grievance escalation: Email with subject GRIEVANCE – Order No. [XXXX]. Response within 5 working days.