Refund policy

1. Final Sale Policy (Final Sale Rule)

As our furniture is made-to-order and involves complex logistics, we are unable to accept returns for change of mind, aesthetic preference, or dimension mismatches. We strongly encourage customers to review all specifications before ordering. We strongly advise customers to carefully review the exact product dimensions, material specifications, and space requirements provided on our website prior to placing an order. Once an order is successfully delivered in good condition, it is considered a final sale.

2. Damage Claim Documentation (The Ultimate Shield)

To protect both the customer and the brand from transit fraud, Maison Arbor strictly mandates an uncut, continuous unboxing video for all claims regarding transit damage, missing parts, or incorrect items. The video must clearly show the sealed package, the shipping label with the AWB number, and the opening of the crate/box from start to finish. Claims submitted without a valid, unedited unboxing video will be summarily rejected, and no replacement or refund will be authorized. This policy is non-negotiable.

3. Natural Material Disclaimer (Not a Defect)

Our pieces are crafted using premium natural materials, including solid wood and natural marble. As inherent characteristics of these materials, variations in wood grain patterns, knots, marble veining, and slight color discrepancies from website photography are completely normal and celebrate the uniqueness of each piece. These natural variations do not constitute a manufacturing defect and are strictly ineligible for replacement or refund.

4. Transit Damage Protocol (48-Hour Reporting Window)

In the rare event that your furniture arrives damaged due to mishandling by our logistics partners (e.g., shattered glass, cracked marble, broken wood), you must notify us within 48 hours of the recorded delivery timestamp. You must email the unboxing video, along with high-resolution macro photographs of the damage, to maisonarbor6@gmail.com. Failure to report transit damage within this 48-hour window absolves Maison Arbor of any liability, and the claim will be denied.

5. The "Replacement First" Mandate

Maison Arbor does not issue cash or original-source refunds for transit-damaged items. Upon successful verification of a damage claim via the mandatory unboxing video, we will exclusively issue a replacement of the damaged component (e.g., shipping a new glass/marble top) or a complete replacement of the unit. Refunds will only be initiated at the sole discretion of Maison Arbor if we are entirely out of stock and unable to fulfill a replacement within 30 business days.

5b. Logistics Cost Responsibility (Return Shipping)

  • Validated Claims: For transit damage claims or warranty repairs approved by Maison Arbor, we will arrange and bear the full cost of reverse logistics using our designated logistics partners.

  • Customer Responsibility: The customer is responsible for ensuring the item is securely repacked (ideally in the original crate) and made accessible at the ground floor or building entrance for pickup, in accordance with our standard Ground Floor Delivery Protocol.

  • No Restocking Fees: Maison Arbor does not charge any restocking fees for returns or replacements arising from manufacturing defects or transit damage verified under our Unboxing Video Policy.

6. Manufacturing Warranty & Defect Resolution

  • Standard Collection: Select Maison Arbor products carry a 1-year limited warranty against structural manufacturing defects (e.g., faulty joinery or structural failure under normal use).

  • Signature Bespoke Commission: In recognition of our commitment to generational craftsmanship, pieces created under the Signature Commission (Bespoke) program carry a 25-year structural guarantee covering the integrity of the frame and joinery.

  • Exclusions: All warranties expressly exclude regular wear and tear, moisture damage, natural aging of materials, improper cleaning of marble/wood, or damage caused by the customer during assembly or relocation.

  • Resolution: Warranty claims will be resolved via professional repair or component replacement. Under no circumstances does a warranty claim entitle the customer to a financial refund.

7. Order Cancellation Window

Customers may request the cancellation of an order within 12 hours of placement, provided the item has not already been crated and dispatched from our manufacturing facility. Once an AWB (Airway Bill) tracking number is generated and the product leaves our warehouse, the order cannot be canceled. Approved pre-dispatch cancellations will be refunded to the original payment method within 5–7 business days, minus a 2% payment gateway processing fee.

8. RTO (Return to Origin) & Refusal of Delivery

If a shipment is returned to our facility (RTO) due to the customer providing an incorrect/incomplete address, the customer being completely unreachable after multiple delivery attempts, or the customer aggressively refusing delivery at the door without valid cause:

  • The customer will be liable for the two-way shipping and handling costs (forward and reverse logistics).

  • The remaining balance of the order value will be issued as a Maison Arbor Store Credit, valid for 6 months.

  • No cash refunds will be provided for RTOs.

9. Custom & Commissioned Pieces

Any furniture pieces that are custom-made, altered in dimensions, or specifically commissioned for a customer fall outside standard inventory and are strictly non-refundable and non-returnable under any circumstances, barring catastrophic transit damage verified by an unboxing video.

10. Legal Jurisdiction

Any disputes arising from this Return, Replacement, & Refund Policy shall be governed by the laws of India and subject to the exclusive jurisdiction of the competent courts in Ahmedabad, Gujarat

Contact Information If you have any questions, concerns, or require further clarification regarding this policy, please reach out to our team.

Maison Arbor Atelier

  • Email: info@maisonarbor.in

  • Phone: +91 75750 02664

  • Operating Hours: Monday – Saturday, 10:00 AM to 7:00 PM (IST)

  • Physical Address: 55, Devdiwala Estate, Near Narol Circle, Ahmedabad, Gujarat 382405, India

 

Maison Arbor is a brand operated by Roadside Visionaries
Registered in Ahmedabad, Gujarat, India