Refund and Return Policy
Last updated: 31-05-2026
At Karni Wood, every piece is handcrafted from solid teak (sagwan) and sheesham (Indian rosewood) by skilled artisans in our Nokha workshop, Bikaner District. We stand fully behind the craftsmanship and quality of every product we ship. This policy outlines the specific conditions under which returns and refunds are accepted.
Eligibility for Returns
Returns are accepted only in the following cases:
- Wrong product delivered
- Product received in damaged condition (manufacturing defect or transit damage)
- Product received is materially different from the product ordered
When Returns Cannot Be Accepted
Returns are not accepted in the following situations:
- Use of the product before reporting damage — once a customer uses the product, transit damage claims are no longer accepted
- Change of mind after delivery
- Minor variations in wood grain, color, knots, mineral streaks, or finish — these are natural characteristics of solid teak and sheesham and are not defects
- Custom-made, made-to-order, or made-to-measure pieces (unless damaged or defective)
- Products damaged due to improper assembly, mishandling, environmental factors (excessive moisture, direct sunlight, heat sources), or normal wear and tear after delivery
Claim Windows
Different defects have different reporting windows:
- Transit damage: Must be reported within 48 hours of delivery
- Wrong product or material mismatch: Must be reported within 48 hours of delivery
- Manufacturing defects (joinery failure, finish defects, hardware issues): Must be reported within 7 days of delivery
- After 7 days, manufacturing defects fall under our Warranty Policy.
Claims raised after the applicable window will not be entertained.
How to Initiate a Return
Follow these steps within the applicable claim window:
- Email support@karniwood.com with your order ID and a description of the issue
- Attach a clear 360° unboxing video showing the damage or defect — strongly recommended for transit damage claims, as it enables fastest verification and approval. The video should show the package being opened and the item being inspected immediately upon delivery. Where unavailable, alternative evidence (multi-angle photographs, original packaging photos, delivery details) may be provided.
- Attach 4 to 6 clear photographs of the product from different angles, showing the issue
- Do not use, assemble, or move the product after damage is identified
- Our team will review your claim within 2 business days and respond with the resolution
Resolution Options
Once a claim is approved, we offer one of the following at our discretion based on the nature and extent of the issue:
- Free repair (we send a craftsman or arrange transport for repair at our workshop)
- Replacement of the damaged part or the full product
- Full refund (only if repair or replacement is not feasible)
Reverse Pickup
For approved returns, Karni Wood arranges reverse pickup at no cost to the customer. The customer is responsible for repacking the product in the original packaging or equivalent protective material to prevent further damage during reverse transit.
Refund Processing and Timeline
Once an approved item is received back at our workshop and inspected:
- Refunds are initiated within 7 business days of inspection completion
- The refund will typically reflect in your account within 10 to 15 business days from initiation
- Total time from approval to refund credit: up to 18 to 22 business days, depending on your bank or card issuer
Refund confirmation will be sent via email at every stage.
Refund Method
Approved refunds are processed only to the original payment method used for the purchase. We do not offer refunds to alternative bank accounts or payment methods. Store credit is not offered as a substitute for cash refunds.
Partial Refunds
In cases where the damage is minor and the customer chooses to retain the product, a partial refund may be offered at our discretion. Partial refunds are mutually agreed upon in writing before processing.
Escalation Path
If you are not satisfied with the resolution at any stage, please escalate using this clear path:
- First Contact: Email support@karniwood.com with your order ID and detailed concern. Initial response within 24 business hours, first substantive reply within 48 business hours.
- Senior Review: If unresolved within 3 business days, reply to the same email thread with subject line beginning with “ESCALATION REQUEST”. The matter will be reviewed by our senior support team.
- Grievance Officer: If unresolved within 7 business days of escalation, the case is automatically forwarded to our Grievance Officer (details in Privacy Policy).
- Arbitration: If unresolved after Grievance Officer review and a 30-day good-faith negotiation period, the matter proceeds to arbitration as per our Terms & Conditions.