At WoodAuraDesign, we want customers to receive furniture and products that meet the description, specifications and quality represented on our website.

Because furniture can be large, fragile, customized and made specifically for an order, certain products may have different return and cancellation conditions. The applicable conditions will be communicated on the product page wherever necessary.

1. Order Cancellation

Cancellation before processing

Customers may request cancellation of an order before the order enters production or dispatch, subject to confirmation by WoodAuraDesign.

To request cancellation, contact us as soon as possible with:

• Order number
• Customer name
• Registered email/phone number
• Reason for cancellation

Once an order has entered production, been customized, packed or dispatched, cancellation may no longer be possible.

2. Customized / Made-to-Order Furniture

Furniture manufactured according to a customer’s specific requirements may include:

• Custom dimensions
• Custom colours
• Custom materials
• Custom finishes
• Custom designs
• Personalized engraving
• Special configurations

Because such products are produced specifically for the customer, cancellation or return may not be available once production has commenced, except where required because of a defect, incorrect product, damage in transit or other issue attributable to WoodAuraDesign.

This condition should also be clearly mentioned on the relevant product page before purchase.

3. Return Eligibility

A return request may be considered where the product:

• Is damaged during transit
• Is defective
• Is materially different from the product ordered
• Is the wrong product
• Has missing essential components
• Has another verified issue attributable to WoodAuraDesign

Furniture that has been used, modified, assembled incorrectly or damaged after delivery may not qualify for return.

4. Return Request Period

Customers should report any damage, defect, incorrect product or missing component within 48 hours of delivery.

For certain manufacturing defects that become apparent later, customers should contact us as soon as reasonably possible after discovering the issue.

The applicable warranty, if any, will be governed by the warranty terms provided with the product.

5. Unboxing Video

For furniture and high-value products, customers are strongly encouraged to record a continuous unboxing video from the time the sealed package is received until the product is fully unpacked.

The video should clearly show:

• Shipping label
• Outer packaging
• Package condition
• Opening of the package
• Product condition
• Any damage or missing components

An unboxing video can help us investigate transit-damage claims quickly. However, customers should not be denied remedies solely through an arbitrary documentation requirement where applicable consumer rights otherwise apply.

6. Products Not Eligible for Return

Unless the product is defective, damaged, incorrect or otherwise eligible under applicable law, the following may generally not be eligible for return:

• Customized furniture
• Made-to-order furniture after production has started
• Products modified at the customer’s request
• Products that have been used
• Products damaged due to customer handling
• Products altered, repaired or dismantled by the customer
• Products damaged because of improper installation
• Products damaged through normal wear and tear

Any product-specific exclusion will be displayed on the relevant product page where applicable.

7. Change of Mind

Furniture is often manufactured, packed and transported specifically against an order.

Therefore, change-of-mind returns may not be available for customized, made-to-order or specially manufactured furniture once production has commenced.

For standard, non-customized products, any change-of-mind return will be subject to the return conditions specified on the relevant product page.

8. Refunds

If a refund is approved, the refund will generally be processed after the product/issue has been verified and, where applicable, the returned product has been received and inspected.

Refunds will normally be made to the original payment method, subject to the payment gateway/bank processing timelines.

Depending on the circumstances, applicable shipping, installation, customization or other non-refundable charges may be excluded where permitted by applicable law and where such charges were clearly disclosed before purchase.

9. Refund Processing Time

After a refund is approved, WoodAuraDesign will initiate the refund within a reasonable processing period.

The time taken for the amount to appear in the customer’s bank account, card or payment account may depend on the payment gateway and the customer’s bank.

10. Replacement Instead of Refund

For damaged, defective or incomplete furniture, WoodAuraDesign may, depending on the circumstances, first offer:

• Replacement of the damaged part
• Replacement of the product
• Repair
• Missing component replacement

If the issue cannot reasonably be resolved through repair or replacement, a refund or other appropriate resolution may be considered.

11. Return Shipping

Where a return is approved because of a defect, incorrect product or damage attributable to WoodAuraDesign, the company will coordinate the appropriate return/reverse-logistics arrangement where applicable.

For an eligible return that is not attributable to WoodAuraDesign, applicable return transportation charges may be deducted or may be payable by the customer, provided this was disclosed before purchase.

Because furniture can be heavy or oversized, return transportation arrangements may differ from standard parcel returns.

12. Inspection of Returned Products

Returned products may be inspected to determine:

• Whether the reported defect exists
• Whether the product matches the order
• Whether the damage occurred before or after delivery
• Whether the product has been used or modified
• Whether the return conditions have been satisfied

The inspection will help determine the appropriate resolution.

13. Cancellation by WoodAuraDesign

WoodAuraDesign may cancel an order in circumstances such as:

• Product becoming unavailable
• Pricing or listing errors
• Inventory discrepancies
• Inability to deliver to the provided address
• Suspected fraudulent transactions
• Force majeure circumstances
• Other legitimate operational or legal reasons

If an order is cancelled by WoodAuraDesign after payment has been received, any applicable refund will be processed to the original payment method.

14. Refunds for Failed/Cancelled Orders

If payment has been successfully received but WoodAuraDesign is unable to fulfil the order and cancels it, the customer will be informed and an applicable refund will be initiated.

15. Exchange

Exchanges may be available only for eligible products and circumstances.

Customized or made-to-order furniture may not be eligible for exchange simply because the customer changes their mind about the size, colour, design or finish after production has started.

Any product-specific exchange conditions will be mentioned on the product page.

16. Natural Characteristics of Wood

For wooden furniture, variations in:

• Wood grain
• Texture
• Colour
• Knots
• Natural markings
• Finish appearance

may occur because wood is a natural material.

Such natural variations may not necessarily constitute a manufacturing defect.

However, if a product has a material defect or does not conform to its description/specifications, customers should contact us for assessment.

17. How to Request a Return/Refund

To request a return, replacement or refund, contact:

WoodAuraDesign
Email: [Insert Email Address]
Phone/WhatsApp: [Insert Number]

Please include:

• Order number
• Name
• Registered phone/email
• Product name
• Reason for request
• Photographs/videos
• Proof of purchase/order confirmation

Our team will review the request and communicate the next steps.