Policies

Return Policy

At UrShelff, we want you to be completely satisfied with your purchase. However, if you're not happy with your product, we have a structured return process to help you. Please read the following terms and conditions carefully.

Time Frame for Return

You can initiate a return request within 7 (seven) days from the date of delivery. Unfortunately, return requests cannot be processed after the 7-day window.

What’s Eligible for Return?

The following reasons qualify for a return request:

1. Defective Product

   If the item delivered to you is defective, meaning it has a flaw in manufacturing that impacts its intended use (e.g., imbalance, wooden joints opening, etc.), you are eligible for a return. Please note, natural characteristics of materials, like variations in appearance or texture (especially for solid wood products), are not considered defects.

2. Incorrect Product

   If the item delivered differs in dimension, shape, or colour from what was shown on our website, you can request a return.

3. Non-Functional Product

   If the product arrives dead on arrival, particularly for items with batteries or those requiring electrical sources (e.g., appliances, clocks, lights, or bulbs), we offer replacements only.

What’s NOT Eligible for Return?

The following situations are not eligible for returns:

1. Damaged or Missing Items

   If your product arrives damaged, incomplete, or missing components, please report it immediately during the delivery or assembly process. Once delivery/assembly is completed, we may not be able to accept your return request.

2. Installation Issues

   We do not offer wall mounting installation services. Therefore, any return requests based on installation issues will not be processed.

3. Relocation Damage

   After the product has been delivered and is in your possession, we will not be responsible for any damage caused during subsequent dismantling, relocation, or reassembly of the item.

How to Initiate a Return Request?

To raise a return request, please follow these simple steps:

1. Take Clear Photos
   • Capture 2-3 clear photographs of the item in question. Ensure the following:
     • 1-2 images showing the entire product.
     • 1-2 close-up images of the damaged/defective area, clearly highlighting the issue.
   • The image file size should not exceed 5 MB.
2. Submit a Return Request
   • Registered Users:
     • Log in to your account and go to the My Orders section in your ‘My Account’ page.
     • Click ‘Return this item’ next to the product you wish to return.
     • Select the Reason for the return and upload the supporting images.
     • Add any comments in the dialog box and submit your return request.
3. Evaluation and Pickup
   • Once we receive your request and images, our Resolution Team will reach out within 24 hours to evaluate your request.
   • Based on the Resolution Team’s evaluation, we will provide a resolution. If a return is approved, the product will be scheduled for pickup.
4. Product Pickup
   • The product will be picked up by our logistics partner from the original shipping address.
   • Pickup will occur within 72 hours of initiating the return request.
   • Please ensure that the product is in its original packaging, along with the user manual, warranty slip, and any other accessories to ensure smooth processing.

Refund Policy

At UrShelff, we aim to ensure that our customers are fully satisfied with their purchases. However, if you need to return a product or request a refund, please review the following guidelines regarding the refund process.

Mode of Refund Payment

Once a product is successfully cancelled and collected from the delivery location, we will initiate the refund based on your preferred mode of payment.

You have the option to receive your refund in one of the following ways:

1. Original Mode of Payment

   The refund can be credited back to the original payment method used for the purchase. This includes credit/debit cards, net banking, digital wallets, or UPI accounts.

2. EMI Option

   • Full Refund: If you selected the EMI option for your purchase and are eligible for a full refund, the refund amount will be credited back to your original mode of payment.
   • Partial Refund: In cases of partial refunds, the refund will be processed via NEFT (National Electronic Funds Transfer) to your bank account. This ensures that the remaining EMI payments are not disrupted.

Note: The processing of partial refunds and the impact on EMI payments may vary based on the terms and conditions of your financial service provider and the timing of the return request.

Refund Timelines

We strive to process refunds as quickly as possible. Below are the estimated timelines based on your selected mode of refund:

1. Original Mode of Payment
   • Refunds to credit/debit cards, net banking, or UPI accounts are typically processed within 4-5 business days after the refund initiation.
   • For offline (NEFT) refunds, the timeline is generally 7-10 business days.

Warranty Policy

At UrShelff, we are committed to providing high-quality wooden furniture and home décor. Our products come with a 12-month limited warranty that covers any manufacturing or workmanship defects under normal household conditions, provided the product was purchased after 01 January, 2025.

What is Covered:

• Manufacturing defects or workmanship issues that occur within 12 months of purchase, when used under standard household conditions.

What is Not Covered:

The following situations are excluded from this warranty:

1. Normal Wear and Tear: Over time, natural use may result in minor wear, such as fading, small scratches, or surface abrasions.
2. Damage from Improper Handling: Any damage resulting from improper cleaning methods, impacts, accidents, or misuse (e.g., stains from harsh chemicals).
3. Incorrect Installation or Assembly: Damage caused by incorrect self-assembly or installation by the customer.
4. Improper Storage or Use: This includes damage from incorrect storage, assembly, installation, or the use of the wrong cleaning products (e.g., upholstery furniture may fade if exposed to direct sunlight).
5. Water Damage: Wood may decay with consistent exposure to water.
6. Seasonal Wood Expansion: Solid wood naturally contracts and expands due to seasonal climate variations. These changes are not covered by the warranty.
7. Natural Wood Characteristics: Variations such as joint lines, wood grains, or other features inherent to the natural properties of wood are not considered defects.
8. Upholstery Fabric: Our warranty does not cover upholstery fabric, including seat covers. For upholstered products, the warranty applies to the frame and any mechanisms, not the fabric.
9. Third-Party Modifications: Any installation, assembly, or repairs carried out by third parties not authorized by UrShelff will void the warranty.
10. Dimensional Variations: Variations of up to 2 inches in the dimensions of furniture pieces and up to 5mm of unevenness (including gaping) due to floor or surface irregularities are considered acceptable and do not qualify as defects under our warranty.

Warranty and Relocation:

• Relocation: If the product is relocated from its original delivery location, the warranty will be terminated. To ensure continued warranty coverage, please avoid moving your products to a new address.

If you need assistance at any point during the return, refund or warranty process, please reach out to us at support@urshelff.com.