This policy is designed to ensure the safety and satisfaction of customers while also protecting the seller. By offering a replacement policy, customers can confidently make purchases, knowing they can receive a replacement if necessary. It also allows sellers to demonstrate their commitment to providing quality products and excellent customer service. This policy benefits both parties and helps build trust and loyalty.

7 Days Replacement Policy

At CRUZ INTERNATIONAL.in, we do not offer voluntary returns. We only provide replacement, repair, or partial refund in case the product is received damaged or incorrect.

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✅ Eligibility for Replacement
    •    Applicable only for major damage (making the product unusable) or if the wrong product is received.
    •    To claim replacement, you must send an open-box video (without cuts, pauses, or blur) clearly showing:
    1.    Outer packaging
    2.    Shipping label
    3.    Full product unboxing
    •    The video must be shared in original quality (via email/Google Drive/WhatsApp – no compression).

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✅ Damage Reporting Timeline
    •    Transit / Major Damage: Must be reported within 24 hours of delivery.
    •    Minor Issues (scratches, small dents, etc.): Can be reported within 7 days of delivery.

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✅ Minor Damage Policy
    •    Minor damage refers to small scratches, dents, or marks that do not affect the structural strength, safety, or normal usage of the product.
    •    In such cases, replacement will not be provided. Instead, we will:
    •    Arrange repair at no extra cost, OR
    •    Provide a partial refund/compensation (up to 10% of the order value) depending on issue severity, as decided by our QC team.

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✅ Process
    1.    Customer submits video proof within the applicable timeline.
    2.    Our team reviews and responds within 24 hours.
    3.    If approved, we will arrange a free pick-up of the original item and deliver the replacement.
    4.    For minor issues, repair or partial refund will be processed as discussed with the customer.

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⚠️ Important Notes
    •    No voluntary returns under any circumstances.
    •    Replacement/repair/compensation is only applicable if reported with proper video proof.
    •    No replacement for gift cards, home décor items, or customized furniture (except transit damage reported within 6 hours).
    •    Failure to report within the mentioned timeline will void eligibility.

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📧 For replacement support, contact us at:
    •    sales@cruzinternational.in
    •    sales.cruzinternational@gmail.com

📞 Helpline: +91 7830555690

Important Note: If you receive an incomplete or partially delivered product, please notify us immediately by sending an email to sales@cruzinternational.in with an open-box video attached within 24 hours of delivery. This helps us quickly assess the situation and take action. Failure to do so may result in us not being held responsible for any issues with the product. Unfortunately, we cannot accept replacements for gift cards.

Terms and Conditions for Cash on Delivery (COD) Orders

• Orders ₹2000 to ₹20000: A 10% advance payment is required at the time of placing the order.
• Orders ₹20001 to ₹30000: A 20% advance payment is required at the time of placing the order.
• In the event of cancellation, refusal upon delivery, or if the order is returned to the seller (RTO), the initial 10%-20% payment will be Non-Refundable.

1-Year Warranty for Wooden Frames

We offer a 1-year warranty for wooden frames on all furniture products. This warranty covers issues related to the wooden frame, such as damage due to normal wear and tear. However, damage caused by misuse, accidents, or improper handling is not covered.

• If you notice any deterioration or structural issues with the wooden frame during the warranty period, we will repair or replace it.
• The warranty does not cover defects in other components like upholstery, hardware, or finishes.
• Customers are responsible for covering the shipping charges (forward and reverse) for any product repairs under warranty.
• For any warranty claims, contact us at sales@cruzinternational.in.

Warranty Covers: Furniture category only  
Warranty Does Not Cover: Home decor category

Cancellation and Refund Policy

• Customers can cancel their orders within 24 hours of placing the order by contacting our support team.
• Upon cancellation, a 5% payment gateway fee will be deducted from the total order value to cover transaction processing costs.
• Refunds will be processed based on the following conditions:
• The cancellation request is made within 24 hours of placing the order.
• The payment has been successfully processed and cleared.
• The customer meets the refund eligibility criteria based on the product or service purchased.

Refunds will be processed using the original payment method. The refunded amount will be the total order value minus the 5% payment gateway fee.

For assistance, reach out to us at +91 7830555690 or sales@cruzinternational.in.

No-Cost Customization Terms and Conditions

CRUZ INTERNATIONAL offers no-cost customization for select products. If customization requires extensive changes or additional materials, additional charges may apply. Check with us directly before placing your order for clarification.

30% Advance Payment Terms and Conditions

• If you have made an advance payment of 30% and your order has not yet entered the manufacturing stage, you can cancel your order, and we will process your refund within 7 days using your original payment method.
• If your order has entered the manufacturing stage, the 30% payment is non-refundable, as resources and materials have already been allocated.

Customized Products Replacement Policy

We ensure that custom furniture orders are delivered in excellent condition, but custom furniture is non-returnable and non-replaceable except in cases of damage during transit.

• If your custom furniture is damaged during transit, you must report it within 6 hours of delivery, including an open-box video showing the damage.
• We will review the video and arrange for a replacement or repair of the damaged part at no extra cost if the damage is confirmed.
• Custom furniture orders do not come with a warranty, but we will address any transit-related damage promptly.

Why Replacement Is Not Available for Custom Furniture

• Custom furniture is tailored to specific customer requirements, making it difficult to resell or replace.
• Our focus is on customer satisfaction by ensuring that the furniture matches your exact specifications.
• In case of damage during transit, we will replace or repair the damaged part at no cost to the customer.

For more information, please contact us at sales@cruzinternational.in or call +91 7830555690.