At ALATERRE HOME FURNITURE, we strive to provide premium-quality furniture and home décor products crafted with care. Please review the following policy carefully regarding order cancellations, returns, refunds, replacements, deliveries, and warranties.

1. Order Cancellation Policy

Before Production

Orders may be cancelled within 24 hours of placement, provided the product has not entered the manufacturing, customization, or procurement stage.

After Production Begins

As many of our products are made-to-order or specially sourced, cancellation requests cannot be accepted once production, customization, or processing has commenced.

After Dispatch

Orders cannot be cancelled once they have been dispatched from our warehouse, vendor facility, or logistics partner.

Cancellation Refund Charges

Please note that payment gateway charges, transaction fees, and any applicable processing charges will be deducted from the refundable amount in case of order cancellation, return, or refund.

2. Return & Replacement Policy

Eligible Cases for Return or Replacement

Returns or replacements will only be accepted under the following circumstances:

  • Product received is damaged during transit.

  • Product received has a manufacturing defect.

  • Product received is incorrect or differs from the confirmed order.

  • Product has missing parts or components.

Reporting Timeline

Customers must report any issue within 72 hours of delivery.

Claims submitted after this period may not be eligible for return, replacement, or refund.

Unboxing Video Requirement

To process any claim related to damage, defects, or missing items, customers must provide:

  • Clear photographs of the product.

  • Packaging images.

  • A complete unboxing video showing the package being opened.

Failure to provide sufficient evidence may result in rejection of the claim.

3. Product Inspection & Resolution

Once a complaint is received, our quality assurance team will review the case within 3–5 working days.

After assessment, ALATERRE HOME FURNITURE reserves the right to:

  • Replace the product.

  • Replace the damaged component or part.

  • Offer repair assistance.

  • Issue a partial or full refund.

  • Provide an alternative resolution deemed appropriate.

The final decision shall be at the sole discretion of ALATERRE HOME FURNITURE after verification.

4. Non-Returnable & Non-Refundable Products

The following products are not eligible for return or refund unless damaged, defective, or incorrectly delivered:

  • Customized furniture.

  • Made-to-order products.

  • Personalized products.

  • Special order items.

  • Products purchased during clearance or final sale promotions.

  • Products that have been assembled, installed, altered, or used after delivery.

  • Mattresses, upholstery, cushions, and fabric products (unless manufacturing defects are identified).

5. Refund Policy

Refund Approval

Refunds will be initiated only after:

  • Return approval by our support team.

  • Successful product pickup (if applicable).

  • Product inspection and verification.

Refund Timeline

Approved refunds will be processed within 2–5 working days after successful inspection.

Depending on your bank or payment provider, the amount may reflect in your account within 7–10 working days.

Refund Method

Refunds will be processed through:

  • Original payment method.

  • Bank transfer (NEFT/IMPS/RTGS).

  • Store credit (where applicable).

Deductions

The following charges may be deducted where applicable:

  • Payment gateway charges.

  • Transaction processing fees.

  • Reverse logistics charges.

  • Shipping and handling charges.

Please note that payment gateway charges will be deducted from the refunded amount in all eligible cancellation, return, or refund cases.

6. Return Pickup & Logistics

Return pickup will be arranged only after approval of the return request.

Delivery Attempts

Free shipping applies only to the initial delivery attempt.

Additional charges may apply in cases of:

  • Incorrect address provided by the customer.

  • Missed delivery attempts.

  • Customer-requested rescheduling.

  • Refusal of delivery without a valid reason.

7. Warranty Policy

Warranty Coverage

ALATERRE HOME FURNITURE provides a 1-Year Limited Warranty on eligible products against:

  • Manufacturing defects.

  • Structural defects.

  • Termite and borer infestation originating from manufacturing.

Warranty Exclusions

The warranty does not cover:

  • Normal wear and tear.

  • Scratches, dents, stains, or accidental damage.

  • Damage caused by improper handling, relocation, or installation.

  • Exposure to excessive moisture, water, humidity, heat, or direct sunlight.

  • Natural variations in wood grain, texture, knots, color, or minor seasonal cracks.

  • Upholstery, fabric, foam, cushion covers, glass, marble, mirrors, and decorative finishes.

  • Damage caused by pets, misuse, negligence, or improper maintenance.

  • Variations or unevenness up to 5 mm, which are considered acceptable within industry standards.

8. Delivery & Installation Guidelines

  • Delivery timelines are estimates and may vary depending on location and product availability.

  • If a service elevator is unavailable, delivery may be restricted to the ground floor or additional charges may apply.

  • Time-specific, weekend, or holiday deliveries may incur additional charges.

  • Installation support, where applicable, will be coordinated through our logistics or installation partners.

9. Storage Policy

Orders may be stored at the nearest logistics hub or warehouse for a maximum of 14 days from the scheduled delivery date.

Storage beyond this period may attract additional storage and handling charges.

Failure to arrange delivery within the storage period may result in order cancellation and applicable deductions.

10. Force Majeure

ALATERRE HOME FURNITURE shall not be liable for delays or failure to fulfill obligations due to circumstances beyond reasonable control, including but not limited to:

  • Natural disasters

  • Floods

  • Fires

  • Strikes

  • Government restrictions

  • Transportation disruptions

  • Pandemic-related delays

11. Customer Support

For any questions regarding cancellations, returns, refunds, warranty claims, or delivery concerns, please contact our customer support team.

ALATERRE HOME FURNITURE

Website: www.alaterrehomefurniture.com

Email: support@alaterrehomefurniture.com

Phone: +91 96365 29093

Our team will be happy to assist you and resolve your concerns at the earliest.