Returns, Replacement & Refund
Your purchase is eligible for return or replacement only if it meets the following conditions:
- If an incorrect product was delivered to you, i.e. the product does not match the item description mentioned on the website or wrong product is delivered.
- If the product you receive has a genuine quality or manufacturing defect or damage.
- Return will only be processed if the ‘Open Box’ policy is adhered to.
Open The Box Policy
All our products are handmade and are of good value for money. We have taken utmost care and selected the packaging to induce insignificant damage to the product or product life. RARO Homes, however, in its quest to provide premium quality to its customers urges you to make a video of the product while opening it. The video must cover the following –
- Unboxing the product: Customers are requested to ensure that the product packaging is sealed as originally sent by RARO Homes. In the unboxing video, all sides, corners, and external seals, tapes, or jute ropes should be visibly intact before any attempt to open the packaging. The unboxing process should be recorded in high-quality video to accurately capture these details.
- Steps for success: All layers of packing should be visible in the video recording as sent by RARO Homes.
- Remember: The product should be video graphed while sitting in the packaging and then pulled out.
- Help Us Understand: Once unboxed, the product should be placed flat on any even surface with the front facing up, and then turned around to provide a comprehensive 360-degree view during the video. It’s essential to ensure that there are no shadows or elements that might create doubts in the assessor’s mind. The product should be clearly visible throughout the video. Please note that the replacement warranty will be void if shadows are present or if the product is not clearly visible in the video.
- Disclaimer: RARO Homes will not be liable for any replacement if the product video is not made following the guidelines starting for para (a) of the Open the Box policy.
All our products are meticulously handmade by skilled artisans, crafted one piece at a time, resulting in each piece being unique. Due to this handmade process, there may be slight variations in colour tone, shape, or size between products. These variations are not considered defects and do not qualify for return or replacement. We have made considerable efforts to capture accurate representations of our products through photography, aiming for similarities with the original items. However, given the natural wood material, a slight variation in colour tone is possible. Each wood log possesses its own distinct grain marks and colour, embracing the inherent uniqueness of nature
Sole Discretion for Resolution: Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit. Every return or exchange request is treated as an individual case. We are unable to offer refunds if we’ve been given an incorrect or incomplete shipping address, or if there are three failed delivery attempts by our shipping agency or the recipient refuses the package.
Considering the unique nature of our products, we maintain the sole discretion to determine the appropriate resolution for each return or exchange request. Each request is handled as an individual case, and the resolution may vary based on the specific circumstances surrounding the return or exchange.
Additionally, it’s important to note that refunds will not be provided in cases where:
- An incorrect or incomplete shipping address is provided.
- There are three failed delivery attempts by our shipping agency.
- The recipient refuses to accept the package
If your purchase meets our return criteria as stated above, please email us at info@rarohomes.in within 48 hours of delivery with the following information:
– Order number
– Delivery address
– Specify the reason for the return, and in case of defective or incorrect product, please send us a video and related images of the item at info@rarohomes.in
Regrettably, we cannot consider any emails or videos or images submitted after 48 hours from the time of delivery. This stipulation sets a clear time limit for customers to communicate their concerns or issues related to the delivered products. If there are any specific conditions or exceptions you’d like to include, feel free to provide additional details.
Resolution of Genuine Defects: In case of a genuine defect in the product, we are committed to resolving the issue by offering an exchange with a replacement or a different product of equal value. Alternatively, we also provide the option for a refund of the order amount. The resolution process is designed to be completed within 7-10 working days after the product is picked up from the provided address.
Refund Process: Under certain circumstances, if we are unable to provide you with a replacement for your ordered product, we will notify you. Following this notification, we will process your refund, and a credit for the paid amount will be reflected in the original mode of payment within 7-10 business days. For COD (Cash on Delivery) orders, the refund will be made in the form of a credit coupon with the same value.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
For any furniture related policy, refer to the product page.
How do I return an item?
- STEP 1
To return your shipment please go to My Orders” select “Return Requested” by selecting the order/product you want to return and state the reason for the return along with the Video of the product opening as mentioned earlier in the Open The Box Policy.
- STEP 2
We will arrange for a pick up from the same address within 4-5 working days to which the product was shipped. Please pack the Product in its original packaging and seal it well and send it across. Please ensure that the product is unused, not damaged and all the tags and bar codes, invoice slips are intact at the time of return.
- STEP 3
Once the product reaches our warehouse, we will inspect the product and once our inspection team confirms that the product received is in acceptable condition, as dispatched from our warehouse, we will process the return request case on case basis.
For furniture related policy, refer to the product page.
Return/Exchange Process:
We will arrange a reverse pickup within 4-5 working days from the date of your return/exchange request. In the case of an exchange, your new order will be dispatched 4-5 working days after we receive the returned product. For furniture-related policies, please refer to the product page.
Exchange Cost Difference & Shipping Cost
As applicable from case to case. Please refer to the EXCHANGE page for a detailed description of how and when to exchange.
For furniture related policy, refer to the product page.