Warranty, Returns & Refund

This cancellation, return and refund policy (“Policy”), together with the Terms sets out our procedures and policies in accepting Product cancellation, return and refund thereof.

I. Cancellation Policy

If you wish to cancel your order, you can do so by sending us an email on hello@squarehat.in within 24 hours of placing the order. You can also call our Customer Care on +91-9057541689 (Timings: 9:30 am - 5 pm IST), within 24 hours of placing the order. Once orders have been dispatched, they cannot be cancelled. In case of cancellation of the order within the timeline, you will be charged 2.5% as payment gateway charges and the balance will be refunded to the cardholder and credited through the same payment instrument in 7-10 working days or as per the Bank’s guidelines.

II. Returns & Refund Policy

SquareHat adheres to the highest quality standards and takes great care in deliveries. In the rare instance you are not happy with your purchase, please note below the cancellation,returns & refund policy.

  1. ELIGIBILITY CRITERIA FOR Returns

    Your purchase may be eligible for return as per below criteria:

    1. In case of Damage / Defective Product Recevied : In an unlikely event,if you happen to receive a damaged or defective product or any part is missing or packaging/product shows signs of damage in transit, bring it to the notice of delivery personnel immediately at the time of delivery and report a complaint by raising a ticket <here> or email us at hello@squarehat.in or by calling at +91 9057541689 (Monday to Saturday 10am to 6pm IST or +5:30GMT) within 24 hours. Once the validation of the damaged or defective product is completed, the returns & replacement team will process your request for return/replacement, or any other corrective measure may be taken, as deemed appropriate by SquareHat, to address the issue.

      Note : Please ensure that the delivery received is in good condition and has not been tampered with, before you sign off acceptance. In case of a damaged package, please retain the original packaging (along with price tags, invoices, labels etc.) until   our team reviews it. Additionally, please ensure to write “Received Damaged “on the delivery receipt when accepting and signing off with the courier partner.

    2. In case of Wrong Product Received : Again,in an unlikely event, if the product does not comply with the specifications as per your original order, please let us know by raising a ticket at the <help center> Within 48 hours of delivery. Upon validation, the returns & replacement team will process your request for return/replacement, or any other corrective measure may be taken, as deemed appropriate by SquareHat, to address the issue.

    For more details, please get in touch with us at our customer care number or raise a ticket at the <help center>

  2. Refund Policy

    1. If your purchase meets the eligibility criteria stated above, we will happily exchange and offer a fresh piece (if applicable).

    2. In the rare instance we are unable to do so, we issue you a refund. If you are eligible for any refund, the same shall be given to you as per the following guidelines.

      • All refunds & replacement process initiation shall be subject to pick up of all cancelled items from your/customer's premises.
      • Post receiving the products back to the warehouse, The quality control team will evaluate and then initiate replacement or  a refund shall be initiated within 2-3 days as the case may be.
      • Refund will be initiated in the originally mode of payment.
      • Depending on the orders, the processing charges might be deducted.

  3. How to initiate a refund

    1. Call the SquareHat Support Team on +91 9057541689 or email at hello@squarehat.in to raise your return request within 3 days of receiving the package.
    2. Fill in a simple SquareHat Order Return Form.
    3. Your return request will be validated by our support team in 24-48 hours.
    4. You will be notified, every step of the way, through email.
    5. If return is eligible, We will be arranging for your return to be picked up in 7-8 business days post validation of the request.
    6. Once your return is picked up, we will process your replacement / refund. Normally the banks take 7 – 10 days to credit the refund to your account.

III. Reverse Pickup Policy

We offer our customers a simple, hassle-free, Reverse Pick-up policy. Our customers are valued not only at the time of sale but also through the subsequent stages of Returns & Refunds. Our policy is thoughtfully designed to ease up the process, save time and make you feel reassured about your order.

We will arrange for pick-up of the damaged/incorrect items. Please ensure the product is securely packed in its original packaging, and in unused and saleable condition  and original accessories in manufacturer packaging for a successful return pick-up.. There should not be any foul odour, perfume, stains, dents, scratches, tears or damage on the Product. Please also attach the original receipt.

We reserve the right to reject the return request for a Product if it does not satisfy the aforementioned conditions.

IV. Warranties

The product comes with a 1-year warranty which covers manufacturing defects, delivery damage, inherent termite and borer issues. This limited warranty does not apply to:

  • Small cuts, scratches or damage during the cleaning process.
  • Damage due to use of wrong cleaning methods or cleaning products or the use of harsh chemicals.
  • Damages due to ordinary wear and tear or mis-handling or mis-use of the product or due to the usage of the product beyond its intended use or excessive loading.
  • Damages caused by the incorrect installation of a product.
  • Cracks during the random displacement.
  • Product kept in contact to direct sunlight and water, resulting in decaying of wood.
  • With time solid woods are encountered by minor cracks, called as checks, which are not included in faults and warranty as these checks do not hamper the life of a product.
  • In response to seasonal climate variations, solid wood will contract and expand throughout the life of the product and is thus not warranted for this purpose.
  • As per the industry standards, unevenness up to 5 mm can happen because of the difference in surfaces and floor levels. In that case, there is not a warranty.
  • Damage due to theft, accidental damage, or external act or act of God (e.g. floods, natural disasters, etc).
  • There is no warranty on fabric elements of the product (e.g. upholstery, tufted buttons, zippers, coverings, cushion covers etc.).
  • Repair or return of the item shall happen only at the shipping address provided at the time of purchase.
  • Repair or return of the item will be honoured only in cases of no alteration or modification in the originally purchased product.

Subject to the conditions listed above and on the respective product details page and during the Warranty Period, SquareHat at its discretion would (a) repair the damaged Product, (b) replace the damaged Product with new Product, or (c) refund to you the purchase price of the damaged Product

V. DISCLAIMER

SquareHat shall not, under any circumstance, whether as a result of breach of contract or warranty, tort, or otherwise, be liable for any incidental, special or consequential damages, including loss of profits or revenues or any other costs or damages. This Warranty shall not in any manner extend to personal injury caused by the User’s own negligence or omissions. To the maximum extent permitted by applicable laws, the remedies in this Warranty are your sole and exclusive remedies and SquareHat's total liability, relating to or arising out of your purchase or use of Product or damage thereto, regardless of the type or cause of such damage or the characterization of the claim asserted (whether in contract or tort), shall not under any circumstances exceed the Product’s purchase price as on the invoice. This Warranty does not cover: (a) minor imperfections in the Product that broadly meet design specifications, or imperfections that do not materially alter the Product’s functionality; and (b) claims arising out of the Product’s dissimilarity with the images appearing on the Platform. You are required to satisfy yourself regarding the suitability of the Product before making any purchase. SquareHat does not make any representation or warranty as to the suitability of the Product for any particular use.SquareHat is not liable to fulfill any responsibility in case of an invalid or wrongful Warranty claim.SquareHat makes no assurance, representation or warranty that the replaced Product will be identical or similar to the Product you purchased.SquareHat reserves the right to be the sole judge as to whether the Product is a damaged Product and its decision in this regard shall be final.SquareHat further reserves the right to charge the claimant for any reasonable and applicable costs and expenses (at prevailing rates) relating to or arising out of the repair or replacement of the Product.

VI. GENERAL TERMS & CONDITIONS

  1. In case of any Damage, defect, our liability is limited to the cost of furniture paid by the customer.

  2. Refunds are processed Online. Generally processed within 7 days of approved refund.

  3. Please do not send your purchase back to the manufacturer until asked to do so by the seller.

  4. For any returns without notice to / confirmation of the shipper / seller , tax @ 14.5 is deductible.There are certain situations where only partial refunds are granted: (if applicable)

  5. Refunds not applicable where repairs is exercisable or advised. Refund or replacement will be decided by management.

  6. No refunds are entertained if the customer has provided wrong or incomplete shipping address.

  7. No refunds are entertained if there are 3 failed delivery attempts by our shipping agency and/or if the package is refused by the recipient.

  8. Please ensure that the delivery received is in good condition and has not been tampered with, before you sign off acceptance.

  9. You agree that we will not accept the return of any Product: (i) if you have placed the order for a wrong product model, colour or incorrect Product.

  10. We reserve the right to reject a refund request for a Product, if it does not satisfy the quality conditions specified under this Policy on our assessment pursuant to its return. We may in such cases notify you and send the returned Product back without initiating a refund.

  11. All our products are handcrafted by traditional craft persons in rural India, resulting in each product being unique and slightly different from each other.

  12. An irregular weave or print or a stitch should not be taken as a defect as handcrafted products will not show consistent uniformity like a machine-made product. Handloom, by definition, means a glorious uncertainty when it comes to uniformity.

  13. Further to the assessment of the damage or the concern reported in the return request, we may in our sole discretion resolve the issue subject to the assessment report, in a manner as we may deem fit

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Note: All policies are subject to change without prior notice. In case of any conflict Terms & Conditions Policy would prevail.