Replacement Policy
Refund, Replacement & Warranty Policy
At CRUZ INTERNATIONAL, customer satisfaction is our priority while ensuring fair protection for both our customers and our business. As most of our furniture is made-to-order and handcrafted, we do not offer voluntary returns. However, we provide repair, replacement, or any other suitable resolution in genuine cases of transit damage, manufacturing defects, or incorrect product delivery.
7-Day Replacement Policy
Replacement is available only for eligible cases reported within the timelines mentioned below.
✅ Eligibility for Replacement
Replacement is applicable only if:
- The product received is incorrect.
- The product has major transit damage making it unusable.
- A verified manufacturing defect is found within the replacement period.
To claim replacement, an unedited open-box video is mandatory.
The video must clearly show:
- Outer packaging
- Shipping label
- Complete unboxing
- Product from all sides
- Damage (if any)
Videos with cuts, pauses, edits, blur, or compression may not be accepted.
Videos should be shared in original quality via Email, Google Drive, or WhatsApp.
✅ Damage Reporting Timeline
- Major Transit Damage / Wrong Product / Missing Parts: Must be reported within 48 hours of delivery.
- Minor Issues (small scratches, dents, loose fittings, polish marks, etc.): Must be reported within 7 days of delivery.
Requests received after the above timelines will not be eligible for replacement.
✅ Minor Damage Policy
Minor damage includes:
- Small scratches
- Minor dents
- Minor polish imperfections
- Small fabric wrinkles
- Slight alignment variations
These do not affect the structural strength, safety, or functionality of the furniture.
In such cases, CRUZ INTERNATIONAL may, at its sole discretion:
- Arrange repair at no additional cost,
- Send replacement parts,
- Arrange technician support,
- Provide reasonable compensation where applicable,
- Or offer any other appropriate resolution.
Replacement will not be provided for minor cosmetic issues.
✅ Replacement Process
- Customer submits the required open-box video and supporting photos within the applicable timeline.
- Our Quality Control (QC) team reviews the claim.
- We respond within 24–48 working hours.
- If approved, reverse pickup (where available) will be arranged.
- After inspection, repair, replacement, or another suitable resolution will be provided.
- Approved replacement orders may require 7–21 working days depending on manufacturing, customization, and delivery location.
All claims are subject to inspection and approval by CRUZ INTERNATIONAL, whose decision shall be final.
Important Notes
- No voluntary returns are accepted.
- Replacement, repair, or any other resolution is available only with valid video proof.
- Products must not be used, altered, assembled, repaired, or damaged after delivery before reporting the issue.
- Claims made after the specified reporting timeline will not be accepted.
- Reverse pickup is subject to courier availability. Where unavailable, customers may be requested to self-ship the approved item. Reasonable courier charges may be reimbursed after approval.
Customized Furniture Policy
Customized furniture is manufactured specifically according to customer requirements.
Therefore, customized products are:
- Non-returnable
- Non-refundable
- Non-cancellable once production begins
- Non-exchangeable
Replacement or repair will only be provided in cases of verified transit damage reported within 48 hours along with an unedited open-box video.
Warranty Policy
All furniture products include a 1-Year Warranty on the Wooden Frame against manufacturing defects.
If any structural manufacturing defect is found during the warranty period, CRUZ INTERNATIONAL may repair or replace the affected wooden frame after inspection.
Warranty applies only to furniture products.
Home décor products are not covered under warranty.
Warranty Does Not Cover
Warranty does not cover:
- Upholstery, fabric, foam, stitching, buttons, zippers, polish, finish, or hardware
- Normal wear and tear
- Minor scratches
- Minor dents
- Fabric pilling or fading
- Wood grain variations
- Natural wood knots
- Minor expansion or contraction of wood
- Slight color variation
- Moisture or water damage
- Direct sunlight damage
- Damage caused by pets, insects, chemicals, or improper cleaning
- Commercial usage
- Improper installation
- Mishandling
- Self-repair or modification
- Damage during shifting or relocation
Customers are responsible for shipping charges for warranty repairs unless otherwise approved.
Cancellation Policy
Orders may be cancelled within 24 hours of placing the order, provided production has not started.
If manufacturing, customization, or material procurement has already begun, cancellation requests may not be accepted.
For eligible cancellations, refunds will be processed after deducting applicable payment gateway or transaction processing charges.
Refunds will be issued through the original payment method.
COD Orders
For selected COD orders:
- ₹2,000 – ₹20,000: 10% advance payment.
- ₹20,001 – ₹30,000: 20% advance payment.
The advance amount will be adjusted against the final invoice.
The advance payment is non-refundable if:
- Production has started.
- Customer cancels after manufacturing begins.
- Customer refuses delivery.
- Order is returned to origin (RTO).
Delivery Refusal & Storage Policy
If a customer refuses delivery after dispatch or repeatedly fails to accept delivery:
- Shipping, handling, reverse logistics, storage, and restocking charges may be deducted from any refundable amount.
- If delivery is delayed by the customer for more than 7 calendar days after arrival at the destination hub, storage charges may apply.
Handmade Product Disclaimer
All furniture is handcrafted.
Minor variations in:
- Fabric shade
- Stitching
- Tufting
- Wood grain
- Polish
- Finish
- Texture
- Dimensions (up to ±10 mm)
are natural characteristics of handmade furniture and shall not be considered defects.
Actual product colour may vary slightly due to lighting conditions, photography, display settings, and fabric dye lot variations.
Accessories shown in product photographs are for illustration purposes only unless specifically mentioned.
Force Majeure
Delivery schedules may be affected due to circumstances beyond our control, including natural disasters, transport restrictions, strikes, political disturbances, festivals, or other unforeseen events. Such delays shall not be be considered a breach of service.
Contact Us
Email: sales@cruzinternational.in
Alternate Email: sales.cruzinternational@gmail.com
Customer Support: +91 7830555690
Jurisdiction
All disputes shall be subject to Saharanpur, Uttar Pradesh, India*
