Cancellation, Refund, Return,
Replacement & Warranty Policy

At Pickwood, we take pride in the craftsmanship of our furniture. Because most of our pieces are handcrafted and made to order — whether purchased through our Website or in person at our store — this Policy sets out clear timelines and conditions for cancellations, returns, replacements, refunds, and warranty coverage.

*These timelines and coverage figures are Pickwood’s default policy settings, drafted for launch. Please confirm they match your actual operational capacity (production time, logistics turnaround, and financial reserves for refunds) before publishing, and adjust the figures below accordingly.

1. Cancellation Policy

You may cancel an order — placed online or offline — within 24 hours of placing it, free of charge, provided the product has not yet entered production or been shipped. In such cases, a full refund will be initiated to your original mode of payment.

Once the 24-hour window has passed, or once the product has entered production/pre-production, the order is considered final and cannot be cancelled or modified, except in cases of damage, defect, or an incorrect product as described in Section 2 below.

2. Damage, Defect & Wrong Product at Delivery

If you receive a product that is damaged, defective, or does not match your original order specifications, please:

• Bring it to the notice of the delivery personnel or store team immediately at the time of delivery/handover.
• Report the issue to Pickwood Customer Support within 24 hours of delivery, along with clear photographs.
• Share a complete, unedited unboxing video showing the package being opened and the condition of the item as it is removed. This video is mandatory for transit-damage claims and claims will not be entertained without it.

Once reported, we will assess the issue within 3 business days and provide a suitable resolution — repair, replacement of the affected part, replacement of the full product, or, where a replacement is not feasible, a refund — at Pickwood’s discretion, based on the nature and extent of the issue.

3. Termite & Pest Infestation

Any termite or wood-borer infestation must be reported to Customer Support within 45 days of receiving the product, along with supporting photographs. Infestations reported after this window are not eligible for coverage, as they are more likely attributable to storage/environmental conditions after delivery rather than a manufacturing issue.

4. Return & Replacement Eligibility

Return or replacement requests must be raised within 7 days of delivery (the “Return Window”). The product must be in its original, unused condition, complete with all accessories, manuals, tags, and original packaging. Products that have been used, modified, assembled, or damaged after delivery will not be eligible for return.

During verification, Pickwood may request additional photographs/videos or arrange an inspection by authorised personnel. Only once an issue is confirmed as a genuine case of damage, defect, or incorrect delivery will the return, replacement, or refund process begin.

5. Resolution Process & Refund Timelines

Once a claim is verified through your photographs/unboxing video, our team will determine whether the item requires a repair, part replacement, or full product replacement. A refund is offered where a replacement is not available or not feasible for a verified defective, damaged, or incorrect product, or where you are otherwise eligible for one under Section 1 (cancellation) of this Policy.

• All return/replacement processing is subject to pickup of the item from your premises (for home-delivered orders) or drop-off at our store (for offline/pickup orders).
• Once approved, refunds will be credited within 7–10 business days via NEFT, the original mode of payment, or cash, as applicable.
• Once approved, replacements will be delivered within 10–15 business days, subject to production and logistics timelines.
• Approved returns and refunds under this Policy are processed free of charge, with no deductions, except where a cancellation fee applies as described in Section 1.

6. Warranty Coverage

Pickwood products carry a 12-month limited warranty* from the date of delivery, covering manufacturing and workmanship defects under normal household use, including:

• Severe structural failure — full cracking of solid wood or complete splitting apart.
• Extreme warping — bending that compromises structural integrity or renders the product unusable.
• Finish & polish defects — spontaneous peeling or flaking of the top layer (excludes damage from spills, heat, or chemicals).
• Joinery & hardware — failure of structural joints or malfunction of fitted hardware such as hinges and drawer glides.
• Upholstery — premature unravelling of stitching on fabric or faux-leather components under normal intended use.

7. Warranty Exclusions

This warranty does not cover:

• Normal wear and tear from prolonged use.
• Small cuts, scratches, or damage caused by incorrect cleaning methods, impact, or accidents.
• Damage caused by incorrect installation or assembly carried out by the customer.
• Products stored, assembled, installed, or cleaned incorrectly (e.g. upholstery lightening from prolonged direct sunlight exposure).
• Cracks developed due to displacement of the product after delivery.
• Decaying of wood due to consistent exposure to water or moisture.
• Natural expansion or contraction of solid wood in response to seasonal climate variation, including minor hairline cracks.
• Wood grain, joint lines, knots, natural splits, or other characteristics intrinsic to raw timber — these are natural properties, not defects.
• Upholstery fabric/seat covers themselves (warranty applies only to the frame and mechanisms, where applicable).
• Damage from non-standard dry-cleaning procedures or harsh chemicals.
• Dimensional variation of up to 2 inches and surface/floor-related unevenness of up to 5mm (including gapping), which are within accepted industry tolerances.

The warranty will be considered void if the product is relocated from its original delivery address, or if any installation, assembly, or repair is carried out by a third party not authorised by Pickwood. To keep your warranty valid, please ensure all installation and repair work is carried out by Pickwood-approved professionals, and consider this before relocating any purchased item.

8. Delivery & Pickup Coordination for Returns

Our support and delivery team will coordinate with you for a hassle-free pickup or exchange. General delivery terms — including floor-access charges in the absence of a service lift, weekend/time-specific delivery charges, and our 10-day holding period at the nearest delivery hub — are set out in our Shipping Policy and apply equally to replacement deliveries under this Policy.

9. How to Raise a Request

To cancel an order, report damage or a defect, or request a return, replacement, or warranty claim, please contact our Customer Support team with your order/invoice number, a description of the issue, and supporting photographs or video. For online orders this can be done via email or phone; for offline/in-store orders, you may also visit our showroom directly.

10. Contact Us