Cancellation & Refund Policy
Cancellation & Refund Policy
Thank you for choosing Adouer Wood for your custom furniture needs. We craft each item with care and precision. This Cancellation & Refund Policy explains how cancellations, refunds, and claims for damaged or incorrect deliveries are handled.
1. Scope
This policy applies to all orders placed on www.adouerwood.com (the “Site”). By placing an order, you agree to the terms laid out below. For questions, contact us at Contact@adouerwood.com or call 080 6217 7097.
2. Standard (Non-Custom) Orders — Cancellation & Refund
- Standard (ready-to-ship) orders may be cancelled any time before dispatch.
- To request a cancellation, contact our customer support team with your order number and details. Cancellation requests received and accepted prior to dispatch will be refunded in full to the original payment source.
- Refunds are processed after cancellation confirmation and may take 5–7 business days to reflect in your account depending on the payment provider.
3. Custom / Made-to-Order Furniture
Custom orders are manufactured to your specifications (for example: customised dimensions, finishes, upholstery, fabrics, or other bespoke modifications). Because these products are specifically produced for you, the following terms apply:
3.1 Processing Window
- All orders enter the processing queue 12 hours after order confirmation. This 12-hour window allows customers to review, update, or cancel the order prior to production start.
- Once processing has started, production scheduling and material procurement are initiated.
3.2 Cancellation Rules for Custom Orders
- Orders cancelled within 12 hours of confirmation may be eligible for full cancellation and refund subject to our verification and approval.
- Custom orders cannot be cancelled once processing has begun.
- In exceptional situations where the customer presents a genuine reason for cancellation and Adouer Wood accepts the request, an approved cancellation will incur a 25% custom manufacturing fee. This fee covers materials already procured, labour allocation, and production overheads. The remainder of the paid amount will be refunded to the original source account.
3.3 How to Request Cancellation for a Custom Order
Send your cancellation request to contact@adouerwood.com with your order number, reason for cancellation, and supporting information. Our team will review and respond promptly. If approved, the refund (less the 25% fee where applicable) will be initiated to the original payment source.
4. Refunds — Method & Timeline
- All refunds are issued only to the original payment method used at checkout.
- After authorization, refunds are processed within 3–5 business days on our side; the receiving bank/payment provider may take an additional 2–7 business days to reflect the funds.
- Any bank or transaction charges incurred by the payment gateway are non-refundable, unless expressly stated otherwise.
5. Damaged or Incorrect Product Delivery
We carefully inspect and pack all items prior to dispatch. If you receive an item that is damaged, defective, or different from what you ordered, please follow the steps below:
- Notify Adouer Wood within 24 hours of delivery by emailing contact@adouerwood.com or calling 080 6217 7097.
- Provide clear photographs and/or video of the damaged item, the outer packaging, and the order invoice/label.
- Keep the product and packaging intact until inspection is completed by our returns/logistics team.
After verification, we will — at our discretion — arrange one of the following remedies:
- Replacement of the damaged or incorrect product at no additional cost to you.
- Free repair (where practicable and agreed upon).
- Full refund to the original payment source if replacement or repair is not possible.
6. Returns, Inspection & Pickup
- Products eligible for return must be unused, in original condition, and returned in the original packaging unless otherwise agreed.
- When a return is approved, our logistics partner will schedule a pickup from the delivery address. Please ensure the item is ready for collection on the scheduled date.
- Refunds or replacements will be processed only after the returned item passes inspection.
7. Exceptions & Non-Refundable Items
- Custom-made products that are confirmed and in production are generally non-cancellable and non-refundable except where specified in Section 3.2.
- Products damaged due to improper use, wear and tear, or customer negligence are not covered under this policy.
- Any product returned without prior approval may be refused or returned to sender at the customer’s cost.
8. How to Contact Us
If you need help with an order, cancellation, or refund, please contact our customer service team:
Email: Contact@adouerwood.com
Phone: 080 6217 7097
Address: ADOUER WOOD
Plot No.18, K. NO 40, TH. AMER, JAISALYA, Vishwakarma Industrial Area, Road No.17, Jaipur, Rajasthan - 302013
9. Policy Changes
Adouer Wood reserves the right to amend this Cancellation & Refund Policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of the Site after changes are posted constitutes acceptance of the updated policy.
© Adouer Wood