1. Eligibility for Returns
1.1 Standard Products (Ready-to-Ship Collection)
Non-customized, ready-to-ship products are eligible for return only if:
● The item is damaged during transit, supported by a complete unboxing video (from sealed package to full opening).
● The product delivered is materially different from what was ordered (wrong product, size, or finish).
1.2 Custom / Bespoke Orders
Custom-made furniture is non-returnable and non-refundable, except in rare cases of:
● Major manufacturing defects affecting functionality or appearance.
● Severe transit damage that cannot be repaired on-site and is reported within the claim window.
⚠️ Note: Minor differences in wood grains, polish tones, fabric textures, or small size variations are natural in handcrafted products and not considered defects.
2. Claim & Return Request Protocol
2.1 Reporting Timeline
All damage, defect, or return claims must be raised within 24 hours of delivery.
Complaints raised after this window cannot be processed under any circumstances.
2.2 Documentation Required
To raise a valid claim or return request, customers must provide:
● Continuous unboxing video (from sealed package to opening).
● Clear images showing the issue.
● Order ID and proof of purchase.
● Retain original packaging until the issue is resolved.
3. Return Process
3.1 Packaging Requirement
Products must be returned in their original packaging.
If packaging is discarded, customers must arrange safe repacking at their own cost.
3.2 Reverse Pickup
Vilaav Homes does not arrange reverse pickups.
Customers are responsible for:
● Coordinating return logistics.
● Paying shipping, handling, and insurance costs.
● Ensuring the product is securely transported back without further damage.
4. Refunds & Store Credit
4.1 Refund Method
Approved refunds are processed as store credit only.
Store credits remain valid for 6 months and can be used exclusively on vilaavhomes.com.
4.2 Monetary Refunds
A full monetary refund may be issued only if explicitly approved in writing by Vilaav Homes officials.
4.3 Processing Time
Store credits or approved refunds are processed within 7–10 business days after inspection.
5. Cancellations
5.1 Customer-Initiated Cancellations
Orders may be canceled within 5 hours of placement, provided production has not yet begun.
Cancellations must be requested via email at hello@vilaavhomes.com with order details.
If canceled within 5 hours:
● 50% of the order value will be deducted.
● The remaining 50% will be refunded as store credit only.
After 5 hours or post-production start, cancellations are not permitted or no refund will be issued
5.2 Custom Orders
Custom or bespoke orders are non-cancellable once design approval or production has commenced.
6. Replacements
For eligible manufacturing defects in components or hardware:
● The defective part must be shipped back by the customer (at their own cost).
● Vilaav Homes will send a replacement part only.
● Full product replacements are not provided.
● Installation or technician charges (if required) are borne by the customer.
7. Non-Returnable Conditions
A product is not eligible for return or exchange if:
● Returned without original packaging.
● Damaged due to mishandling, misuse, or assembly error.
● Variations in color, wood grain, or fabric texture occur.
● Complaint is raised beyond the 24-hour window.
● Product was sold under clearance, promotion, or special offer.
● Product has been used, altered, repaired, or modified.
8. Transit Damage & Insurance
Vilaav Homes recommends taking third-party transit insurance for added safety.
Vilaav Homes is not liable for theft, loss, or damage if transportation is managed by the customer or a third-party carrier.
9. Inspection and Verification
All return claims are inspected by Vilaav Homes’ quality team before approval.
The decision to approve or reject a claim rests solely with Vilaav Homes.
10. Warranty Clause Reference
All return and refund policies operate in conjunction with the Vilaav Homes 6-month limited warranty covering manufacturing defects only.
Warranty claims must be filed separately and are not substitutes for refund requests.
11. Limitations and Liability
Vilaav Homes is not responsible for:
● Delays due to logistics providers.
● Damage after delivery acknowledgment.
● Loss caused by incorrect measurements or usage errors.
12. Policy Updates
Vilaav Homes may revise this policy from time to time.
Updated versions will be posted on the website with a new effective date.
Continued use of the Platform implies acceptance of updated terms.
13. Contact Information
For queries, concerns, or issues related to returns, refunds, or cancellations:📧 Email: hello@vilaavhomes.com📞 Phone: +91-9024843263🏢 Address: Vilaav Homes, Jodhpur, Rajasthan – 342001, India
