Refund Policy

Effective Date: [DD Month YYYY] Last Updated: [DD Month YYYY]

This Refund and Cancellation Policy ("Policy") applies to all purchases made on casa360.in across our brand pillars Rivaayat, Shilara, and Mritika (the "Stores"), operated by [Legal Entity Name], doing business as Casa360. It should be read together with our Terms and Conditions and Privacy Policy.

Because most Casa360 products are made-to-order rather than stocked ready-to-ship, this Policy distinguishes clearly between Ready Products and Customised Products. Please read the applicable section carefully before placing your Order — the eligible cancellation window and return terms are disclosed here in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

1. Definitions

  • "Ready Product" — a Product available for dispatch without customer-configured dimensions, materials, or finishes.
  • "Customised Product" — any Product configured through our Configurator using customer-selected dimensions, materials, finishes, hardware, engraving, or other made-to-order specifications, across Rivaayat (wood furniture), Shilara (stone arts), or Mritika (kitchen & tableware).
  • "Production Commencement" — the point at which materials are cut, ordered, or fabrication begins against your specific Order specification.

2. Cancellation Policy

2.1 Ready Products

You may cancel an Order for a Ready Product, free of charge, at any time before it is dispatched from our facility. Once dispatched, the Order can no longer be cancelled and instead follows the Return process in Section 4.

2.2 Customised / Made-to-Order Products

Because Customised Products are fabricated specifically against your configuration:

  • You may cancel within [24–48 hours] of Order confirmation, provided Production Commencement has not yet occurred.
  • Once Production Commencement has occurred, the Order cannot be cancelled, as materials have been cut and labour committed specifically to your specification.
  • If you cancel before Production Commencement, any amount paid will be refunded in full per Section 5.
  • If a cancellation request is received after Production Commencement, it will be declined, and you will be notified with the reason and the expected delivery timeline instead.

2.3 Cancellation by Casa360

We reserve the right to cancel an Order — for either Ready or Customised Products — and issue a full refund, where:

  • The Product or a required material is unavailable or discontinued;
  • There is a verified error in pricing, description, or Configurator-generated specification;
  • Your delivery address falls outside our serviceable area;
  • We are unable to verify payment or identity, or suspect fraudulent activity;
  • Circumstances under Force Majeure prevent fulfilment (see our Shipping Policy).

3. How to Request a Cancellation

Cancellation requests can be submitted:

  • Through your account under Order History, if the Order is still eligible for cancellation; or
  • By emailing [support@casa360.in] with your Order ID, or calling [Phone Number].

We will confirm whether your Order is still within the eligible cancellation window (Section 2) within [24 hours] of your request.

4. Returns

4.1 Ready Products

Ready Products are eligible for return within [7] days of delivery, provided:

  • The Product is unused, undamaged, and in its original packaging with all tags/accessories intact;
  • The Product is not part of a category excluded below.

Not eligible for return: Customised Products (see Section 4.2), Products marked "Final Sale" at the time of purchase, and Products damaged due to misuse after delivery.

To initiate a return, contact [support@casa360.in] with your Order ID and reason for return. Once approved, we will arrange reverse pickup where serviceable, or provide instructions for self-ship.

4.2 Customised / Made-to-Order Products

Because these Products are made specifically to your configuration, they are not eligible for return on grounds of personal preference (for example, changing your mind on colour, finish, or size after delivery). Returns/replacement are accepted only in the following cases:

  1. Manufacturing defect — a flaw in construction, joinery, or finishing not attributable to natural material variation (see our Terms, Section 4.1, on wood grain/stone veining variation, which is not a defect).
  2. Specification deviation — the delivered Product deviates from your confirmed Configurator specification beyond the disclosed manufacturing tolerance.
  3. Transit damage — visible damage caused during shipping.

See Section 6 for the claims process and reporting window.

5. Refunds

5.1 Refund Approval Timeline

Once a cancellation, defect claim, or eligible return is approved, we will process the refund within [2–3] business days of approval.

5.2 Refund Method

  • Prepaid Orders — refunded to the original payment method (card, UPI, net banking, or wallet used at checkout).
  • Cash on Delivery (COD) Orders — refunded via bank transfer or UPI to an account/UPI ID you provide, as COD payments cannot be reversed to the original "payment method."

5.3 Refund Processing Time

After we initiate a refund, it may take an additional [5–7] business days for the amount to reflect in your account, depending on your bank or payment provider. This portion of the timeline is outside our control.

5.4 Partial Refunds and Deductions

The following may be deducted from a refund, where applicable and disclosed to you at the time:

  • Return shipping costs, where the return is due to a change of preference on an eligible Ready Product rather than our error;
  • Any non-refundable service charges already rendered (for example, completed white-glove delivery or installation);
  • COD handling fee, if charged at checkout and non-refundable per the terms shown at that time.

5.5 Non-Refundable Charges

  • Custom engraving, personalisation, or bespoke fabrication costs already incurred for a Customised Product where cancellation occurs after Production Commencement (not applicable, as such cancellations are not accepted per Section 2.2).
  • Any promotional/coupon value used is not refunded in cash; if an Order that used a coupon is cancelled or returned, the coupon may be reinstated for future use, subject to its original terms.

6. Damage, Defect, or Deviation Claims Process

  1. Report within [48–72 hours] of delivery by emailing [support@casa360.in] or via your account, with:
    • Order ID
    • Clear photographs and/or video of the issue, including packaging if transit damage is suspected
    • A description of the defect or deviation from your confirmed specification
  2. Our team will review the claim within [3–5] business days and may request additional information or arrange an inspection.
  3. Based on the outcome, we will offer one of the following, at our discretion and depending on the nature of the issue:
    • Repair — for minor defects that can be corrected without replacing the Product;
    • Replacement — refabrication of the Product to the confirmed specification;
    • Refund — where repair or replacement is not feasible or not accepted by you.
  4. Claims raised after the reporting window, or without supporting evidence, may not be eligible for resolution under this Policy, though we will review such requests in good faith on a case-by-case basis.

7. Exchanges

Direct exchanges (for example, swapping a delivered Product for a different configuration) are not offered on Customised Products, since each is fabricated to order. If you wish to order a different configuration, you may place a new Order; any eligible return/refund on the original Order will follow Sections 4–5.

For Ready Products, exchange for a different size/variant may be offered where stock is available — contact [support@casa360.in] to check eligibility.

8. Order Modifications

Requests to modify a confirmed Order (change of dimensions, material, finish, or delivery address) for a Customised Product can only be accommodated before Production Commencement, and are subject to a revised price and lead time where applicable. Once production has started, modifications cannot be made.

9. Your Statutory Rights

Nothing in this Policy limits your rights under the Consumer Protection Act, 2019, including your right to approach the appropriate Consumer Disputes Redressal Commission, in respect of defective goods or unfair trade practices.

10. Grievance Redressal

Grievance Officer: [Name] Email: [grievance@casa360.in] Phone: [Phone Number] Address: [Registered Office Address, Jaipur, Rajasthan] Response Timeline: Acknowledged within 48 hours, resolved within 30 days.

11. Changes to This Policy

We may update this Policy from time to time to reflect changes in our operations or applicable law. The "Last Updated" date above reflects the most recent revision. The Policy in effect at the time you place an Order will govern that Order.

12. Contact Us

[Legal Entity Name] (Casa360) [Registered Address, Jaipur, Rajasthan, India] Email: [support@casa360.in] Phone: [Phone Number]