Refund policy

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Return and Refund Policy

This policy explains how returns, replacements, refunds and cancellations work for orders placed on chairwala.shop. Please read it before you place an order.

At a glance

6-hour return window: every return or replacement request must reach us within 6 hours of delivery.
How to ask: fill in our contact form with your order number and a description of the problem.
Damaged, defective, wrong or incomplete item: free pickup, plus a replacement or a full refund.
Changed your mind: accepted within 6 hours if the product is unused, unassembled and in its original packaging. The return pickup cost is deducted from your refund.
Refunds: paid back to your original payment method, starting within 2 business days of approval.
Cancellations: free until your order is dispatched.

1. The 6-hour return window

All return, replacement and refund requests must reach us within 6 hours of delivery. The delivery time is the time recorded by our delivery partner in your order tracking. Your request counts as received at the time you submit our contact form. We can't accept requests received after 6 hours, except for manufacturing defects (see section 4) and late deliveries (see section 10).

Furniture is large and heavy, so please check your order as soon as it arrives. Before you accept the delivery, look at the outer box. If it is torn, crushed or wet, note this on the delivery receipt or take photos in front of the delivery person, and tell us straight away.

2. Damaged, defective, wrong or incomplete items

If your order arrives damaged in transit, has a defect, is not the product, colour or size you ordered, or is missing parts, we will:

arrange a free pickup, and
send you a replacement, or give you a full refund if you prefer it or if a replacement isn't available.

For a small issue, such as a missing screw, caster or armrest part, we may offer to send you the part or repair it at your location. You can still choose a return instead.

Before you repack anything, please take photos of the product, the damage, the packaging and the shipping label, because we may ask for them. We strongly recommend recording a video while you unbox your order. It makes transit-damage claims much faster to approve.

3. Change-of-mind returns

If you simply change your mind, you can request a return within 6 hours of delivery, as long as:

the product is unused and has not been assembled (if it arrived assembled, it must be unused);
it is in its original packaging, with all parts, accessories, manuals and tags; and
it is not one of the non-returnable items listed in section 5.

We will arrange the pickup. The actual return pickup cost is deducted from your refund, and we will tell you the amount before we book the pickup. Delivery charges paid on the original order are not refunded for change-of-mind returns.

4. Manufacturing defects found later

Some defects only show up with use. If you find a manufacturing defect after the 6-hour window, fill in our contact form with your order number and a description of the problem. Examples include a faulty mechanism, gas lift, weld or frame. We will inspect the product. If we confirm a manufacturing defect, we will repair or replace it, or refund you if neither is possible.

This does not cover normal wear and tear, misuse, accidents, overloading, incorrect assembly, or damage caused by water or direct sunlight.

5. Items that can't be returned

Unless they arrive damaged, defective or wrong, we can't accept returns of:

custom-made products, such as a special fabric, colour, finish or size;
bulk or project orders placed on a custom quotation;
products marked "Final sale" or "Clearance";
products that have been used, assembled, altered or damaged after delivery; or
products returned without their original packaging or with missing parts.

The colour, texture or wood grain of a product may look slightly different from the photos on our website. This is caused by screen settings and natural materials, and is not considered a defect.

6. How to request a return or replacement

Within 6 hours of delivery, go to our contact form.
Enter your name, email address and phone number.
In the Comment box, write your order number, the product name, and a description of the problem or your reason for returning it.
Submit the form. We will reply, usually within 24 hours, to confirm whether your request is approved and to book the pickup. If we need photos or your unboxing video, we will ask for them in our reply.
Pack the product in its original packaging and keep it ready for pickup.

Please don't send a product back without contacting us first. We can't accept returns we haven't arranged.

7. Inspection

We usually inspect returned items within 2 business days of receiving them. If an item doesn't meet the conditions in this policy, we will contact you, explain why, and send it back to you.

8. Refunds

We start your refund within 2 business days of approving it. For items we pick up, approval happens after the item reaches us and passes inspection.
Refunds go back to your original payment method, such as UPI, card, net banking or wallet. Banks usually take 5–7 business days to credit the amount.
For cash-on-delivery orders (where offered), we refund to your bank account or UPI ID.
For damaged, defective or wrong items, we refund the full amount, including any delivery charges.
If your refund hasn't arrived within 10 business days of approval, fill in our contact form with your order number, and we will follow it up with the bank or payment provider.

9. Cancellations

Before dispatch: you can cancel free of charge, and we will refund the full amount within 2 business days. To cancel, fill in our contact form with your order number.
After dispatch: the order can't be cancelled, but you can request a change-of-mind return within 6 hours of delivery (see section 3). If you refuse an undamaged delivery, we treat it as a change-of-mind return.
Custom-made and bulk project orders can't be cancelled once production has started.
If we have to cancel your order, for example because a product is out of stock, we will refund you in full.

10. Late delivery

If your order arrives after the delivery date we promised, you can cancel it for a full refund before delivery, or return it within 6 hours of delivery with free pickup. This does not apply to delays beyond our control, such as natural disasters, strikes or government restrictions.

11. Grievance redressal

If you're unhappy with how we handled your request, fill in our contact form and start your Comment with "Grievance" and your order number. Our Grievance Officer will acknowledge every complaint within 48 hours and resolve it within one month of receiving it.