Customization Policy

This policy applies to online (e-commerce) orders placed through the Era Furniture website. Showroom purchases are governed by a separate in-store policy.

Every piece of furniture we build carries the character of the wood it came from and the hands that shaped it. Customization at Era is not a configurator — it's a conversation between your space and our workshop. This policy exists so that conversation stays clear, considered, and fair to both sides from the first sketch to the day the piece arrives.

1. What Counts as Customization

A "Customized Order" covers two kinds of requests, and both follow this policy — though the process branches slightly for each (see Section 2):

a) Specification Customization — a change from the standard specification of an existing Era Furniture product, including but not limited to:

• Wood type (teak, mahogany, and other approved species)
• Finish (matte, glossy, and other available finishes)
• Upholstery (fabric, leather, suede, or color)
• Hardware (handles, legs, knobs)
• Dimensions (length, width, height, seating depth, etc.)
• Structural modifications (e.g., added drawer, altered shelf configuration)

b) Bespoke Build — a piece the customer envisions that does not currently exist in our catalogue, built from a reference image, sketch, or description they provide. Era Furniture will assess every Bespoke Build request for design and production feasibility before quoting; not every request can be accommodated, and our team will explain why where a design falls outside what we can build to our quality and structural standards.

Standard in-stock and standard made-to-order products (ordered as listed, with no specification changes) are not classified as Customized Orders and are governed by our standard Warranty and Return & Replacement Policy.

What we don't customize. Certain structural elements — load-bearing joinery, frame construction methods, and core engineering of a design — are maintained as-designed to preserve the integrity, durability, and warranty of the piece. These are protected regardless of request, and our team will always explain why when a request touches one of them.

2. How to Request a Customization

1. Submit the Customization Form. Available on our website, the form allows customers to specify wood type, finish, upholstery, hardware, dimensions, and any structural modifications — and to upload a reference image or document of the desired piece.

• By submitting a reference image or document, the customer confirms they have the right to share it and that it does not infringe another party's intellectual property. Era Furniture will not knowingly reproduce a third party's protected design; where a reference appears to closely replicate another brand's or designer's work, our team will decline the request or propose an adapted design that draws on the spirit of the reference without copying it.

2. Reconfirmation call. Our team reviews the submission and contacts the customer to reconfirm every detail and finalize the exact specification.

• For Bespoke Build requests, this step also includes a feasibility assessment: our design and production teams evaluate whether the envisioned piece can be built to Era's structural and quality standards, and at what scale of complexity. Where feasible, the team will translate the reference into a concrete specification (materials, dimensions, construction approach) before any price is discussed. Where not feasible as described, the team will propose an adapted version or explain why the request cannot proceed.

3. Revisions. Up to two rounds of specification revision are included at no charge. Additional rounds before an advance is paid may attract a design consultation fee, or may restart the 5–20 day confirmation window.

4. Production quotation. Once the specification is confirmed, our team consults the production department and prepares a price quote reflecting the requested customization.

5. Order confirmation. The order is confirmed only once the customer approves the quote and pays a 60% advance of the total order value. A GST-compliant tax invoice is issued at this stage for the advance amount. Production begins only after this advance is received.

6. This entire process — from form submission to confirmed order — typically takes 5–20 days for Specification Customization. Bespoke Build requests may take longer, since feasibility assessment and design translation happen before a quote can be given; our team will communicate a realistic confirmation timeline once the initial review is complete. This window is separate from, and precedes, the production lead time itself.

Verbal or informal requests (phone calls, casual chat messages) are not binding until reflected in the reconfirmed specification and confirmed quote.

3. Payment Terms

• A 60% advance payment of the total customized order value is required to confirm the order and initiate production. A tax invoice is issued for this amount at the time of payment.
• The remaining 40% balance is due after the customer has reviewed and approved photos of the finished product (see Section 6), and before the order is shipped. A final tax invoice covering the full order value is issued at this stage.
• Once production has commenced, the 60% advance becomes non-refundable. Cancellation prior to production start is addressed in Section 4.
• Prices quoted for customized specifications are valid for 15 days from the date of quotation.
• Era Furniture's total liability arising from any Customized Order, however caused, will not exceed the total value paid for that order.

4. Cancellation

• Customized Orders may be cancelled only before production begins, in which case the advance will be refunded as per our standard Return & Replacement Policy timelines.
• Once production has commenced, Customized Orders cannot be cancelled, as the piece is being built to a specification unique to the customer and cannot be resold as standard inventory.
• This section works alongside the Order Cancellation clause in our Return & Replacement Policy; where the two overlap, the customization-specific terms in this policy apply.

5. Material and Design Variation

• Era Furniture works with natural solid wood (kiln-dried teak and other approved species). Natural grain, tone, and minor texture variation between pieces is inherent to solid wood and does not constitute a defect.
• Dimensions on Customized Orders are built to a tolerance of ±5–10mm to account for natural wood movement during kiln drying and finishing. This tolerance is standard across the solid wood furniture industry and is not eligible for replacement or refund claims.
• Finish and fabric samples shown on the website or shared physically are close representations; actual output may vary slightly due to wood grain, dye lot, or screen calibration. Where a specific material or finish becomes unavailable after order confirmation, Era Furniture will contact the customer to select an alternative before proceeding.
• Any change to the confirmed specification beyond the stated dimensional tolerance, or any change to wood species or hardware, is treated as a material change and requires the customer's written re-approval before production continues. Era Furniture may make minor technical adjustments needed for structural integrity within these bounds without further approval.

6. Pre-Shipping Review

• Once production is complete, Era Furniture will send the customer clear photos — and, for select high-value pieces, a short video — of the finished piece before it is packed or shipped.
• The customer is expected to review this against the reconfirmed specification within a set window (see below) and flag any discrepancy at this stage.
• If no response is received within 5 business days of the review being sent, Era Furniture will send one reminder; if there is still no response after a further 5 business days, the order will be treated as approved and moved forward for final payment and dispatch.
• The remaining 40% balance payment is due upon approval (or deemed approval, per above), and the order is shipped only after full payment is received.

Outcomes on review:

• If the finished piece does not match the reconfirmed specification, Era Furniture will correct it or remake it at no additional cost before shipping.
• If the piece matches the reconfirmed specification but the customer has changed their mind about a choice they approved earlier (e.g., a finish they now dislike), this is treated as a new customization request under Section 2, at the customer's cost.
• Era Furniture will not ship a piece that has not been confirmed, by photo or video, to match the approved specification.

7. Lead Time

• The 5–20 day process described in Section 2 covers order confirmation, not production. Production lead time is quoted separately once the order is confirmed and the advance is received, and depends on the complexity of the customization and current production schedule.
• Estimated lead times are indicative and may be affected by material availability, supplier disruption, or production scheduling. Era Furniture will proactively communicate any anticipated delay.
• Era Furniture is not liable for delays caused by circumstances beyond its reasonable control, including natural disasters, strikes, transport disruption, or shortages affecting wood, hardware, or upholstery supply.

8. Delivery, Fit, and Space Responsibility

• The customer is responsible for confirming that the finished dimensions (as per the reconfirmed specification) will fit through all doorways, stairwells, lifts, and into the intended space.
• Era Furniture is not liable for a Customized Order that does not fit the intended space if the confirmed specification was followed as agreed.
• All other delivery, inspection, and damage-reporting terms (including the 48-hour reporting window and unboxing video requirement) follow our standard Shipping and Return & Replacement Policies.

9. Warranty and Order Tracking

• Every Customized Order is issued a unique custom-order reference number at the quotation stage, linked to its approved specification sheet. This reference is used across all communication and appears on the product's warranty card.
• Customized Orders are covered under the same Warranty Policy as standard products (5-year structural frame, 1-year hardware, 6-month finish, 1-year upholstery), provided the product was used as intended and the fault is not a result of the specific customization requested. Any structural or finish risk associated with a specific customization will be disclosed to the customer in writing at the time of quotation and recorded against the order reference.

10. Grievance Redressal and Disputes

For any concerns regarding a Customized Order, customers may contact:

Grievance Officer: B Devapranath
Email: info@erafurniture.in

Era Furniture will acknowledge and respond to any grievance within a reasonable time. If a dispute cannot be resolved directly, both parties agree to first attempt resolution through mutual discussion or mediation before pursuing formal legal action. This policy, and any disputes arising from it, are governed by the laws of India, subject to the exclusive jurisdiction of the courts in Ernakulam, Kerala.