Refund policy

Return, Refund & Cancellation Policy

Effective Date: September 2026

Website: https://sheeshamheritage.com

Brand: Sheesham Heritage

At Sheesham Heritage, every piece of solid wood furniture is individually handcrafted and finished by master artisans. Because solid Sheesham timber is a natural, heavy material built to order and shipped via specialized heavy surface transport, our return and cancellation guidelines are strictly structured as outlined below.

1. Natural Characteristics of Solid Wood (Not Defects)

Solid Sheesham wood possesses unique organic characteristics. The following are natural hallmarks of authentic timber and do not qualify as manufacturing defects or grounds for return/replacement:

  • Distinct wood grain variations, natural color tones, knots, and mineral streaks.

  • Minor dimensional variances ($\pm 1–2\text{ cm}$) inherent in manual hand-carving and joinery.

  • Natural movement of solid wood (minor seasonal expansion or contraction due to temperature and humidity shifts).

2. Transit Damage & Mandatory Unboxing Proof

We inspect and securely pack all furniture with multi-layer industrial packaging prior to dispatch. However, in the rare event of transit damage:

  • Mandatory Unboxing Video: The customer must record a clear, continuous, uncut video starting from the outer sealed packaging through the full unboxing process, clearly displaying the shipping label, packaging condition, and the damage area.

  • 48-Hour Notification Window: Any claims regarding damage, breakage, or missing components must be submitted within 48 hours of delivery via our official WhatsApp support channel or email at support@sheeshamheritage.com.

  • Resolution Process:

    1. For minor transit scratches or superficial marks, we will send an expert carpenter for on-site polish/touch-up or provide appropriate touch-up kits at zero cost.

    2. For structural damage rendering the piece unusable, we will arrange for a free replacement of the damaged section/unit upon verification of the unboxing video.

Claims submitted without an uncut unboxing video or reported after 48 hours of delivery cannot be entertained.

3. Non-Returnable & Non-Exchangeable Items

Returns, replacements, or refunds will not be accepted under the following conditions:

  • Custom-built, personalized, or custom-dimension orders.

  • Buyer’s remorse, change of mind, or personal style preference changes post-dispatch.

  • Fitment & Entryway Issues: It is the customer’s sole responsibility to measure all doorways, corridors, stairwells, and elevators prior to ordering. Refusal or inability to take delivery due to building access constraints does not qualify for return or refund.

4. Order Cancellations

  • Within 24 Hours of Booking: Orders may be canceled within 24 hours of placement for a full refund, provided workshop processing/raw material timber allocation has not commenced.

  • After 24 Hours: Once the piece enters production or timber cutting, cancellations will incur a 25% restocking and material allocation deduction from the advance deposit.

  • Post-Dispatch: Orders cannot be canceled once handed over to the surface logistics carrier. If a shipment is rejected at the doorstep, the customer remains liable for both forward and return freight costs.

5. Refunds

  • Approved refunds for canceled orders or verified unfulfillable items are processed back to the original method of payment (or via verified UPI/Bank Transfer for offline orders).

  • Refunds are credited within 5 to 7 business days following formal written confirmation, depending on the recipient bank's clearance cycles.