Cancellation & Refund Policy
- If you wish to cancel your order and avail a refund, a request to this effect must be made within 48 (forty-eight) hours of the order being placed. Please note that we do not offer any change of heart return, cancellation, or exchange options after the expiry of this 48 (forty-eight) hour window. Third party payment gateway charges will apply for order cancellations.
- We take great care in packaging and delivering your orders. However, we understand that some products may become damaged during transit due to external factors and recommend that you take delivery of each product personally, and carefully inspect for any damage. Only if goods are damaged during shipping we offer product repair, product replacement and/or refund options.
- All shipments exceeding INR 1,00,000 (Indian Rupees One Lakh) will be accompanied by a supervisor. The supervisor accompanying the shipment will supervise the unloading and unpacking of the product. If any product in the shipment is received in damaged condition, we encourage you notify the supervisor at the time of delivery, or inform Tianu within 48 (forty-eight) hours of receipt of such damaged product. Smaller orders may be delivered by courier and will not be accompanied by a team supervisor. In either case, you are requested to inform Tianu customer care at firstname.lastname@example.org within 48 (forty-eight) hours of receipt of such damaged product to avail repair or replacement or cancellation and refund options.
- We request you to sign the insurance claim form that will be handed over to you by the team supervisor upon delivery of the shipment. In the event the shipment is delivered to you via courier and, or, not accompanied by a team supervisor we request you to sign and email us the insurance claim form at email@example.com.
- Upon receipt of intimation of a damaged product, an insurance survey will be conducted within 4 days of such intimation being made to Tianu. In case of minor repairs, we will coordinate with you to send across our team to do the needful. For major repairs, replacement and, or, refund our team will contact you to schedule a reverse pick-up of the damaged product from your premises.
- While expected time for replacement will differ on a case to case basis, we shall make best efforts to ensure that the replacement product reaches you within 3-5 (three to five) weeks from the reverse pick-up date. It is clarified that if the order consists of multiple pieces of furniture, then only the damaged piece of the furniture set will be replaced.
- Refunds where applicable will be initiated no later than 7 (seven) working days of such a request being made.
- If you have any further queries about our Cancellation and Refund Policy, you can contact us on +91 22 22674466/67/68, Monday to Saturday from 10:30 am to 6:30 pm or contact us via e-mail at firstname.lastname@example.org.