Return and refund policy

Thank you for choosing Era. Every piece we make is handcrafted in solid wood — some ready in stock, others made to order or fully customised to your specification. This policy covers what happens at delivery. For manufacturing defects that surface later, see our Warranty Policy.

I. General Note

  • Era does not offer returns for change of mind, on any product type — in stock, made-to-order, or customised.
  • This page covers the 48-hour Delivery Window only — transit damage and defects present at delivery.
  • For manufacturing or workmanship defects discovered after delivery, see our Warranty Policy, which covers structural frame & joinery, hardware & mechanisms, polish & finish, and upholstery for defined periods from the date of delivery.

II. Order Cancellation

  • Orders may be cancelled for a full refund only before production has commenced on your piece.
  • Once production has commenced — materials cut and craftsmen assigned to your specification — the order cannot be cancelled, whether the piece is made-to-order or customised. This applies even if delivery is still weeks or months away.
  • For in-stock pieces, since production is already complete at the time of order, this window is correspondingly shorter — contact us as soon as possible after ordering.
  • To request cancellation, write to info@erafurniture.in with your order ID. We will confirm whether production has started and, if it has not, process your refund within 7 business days.
  • This section governs cancellations before delivery. For issues discovered at delivery, see Section III below. For defects discovered after delivery, see our Warranty Policy.

III. Eligible Within 48 Hours of Delivery

Transit Damage

If your product arrives visibly damaged, please point this out to our delivery team before they leave, and refuse acceptance if the damage is severe. For damage that isn't visible until unpacking or assembly (concealed damage), report it within 48 hours of delivery. Either way, it's eligible for replacement under this policy.

If the issue you're noticing is a manufacturing or workmanship defect rather than shipping damage — for example, a joint that's come apart or a mechanism that doesn't function — this is handled under our Warranty Policy instead, regardless of when you notice it, including at the point of delivery.

Not considered damage:

  • Natural variation in wood grain, tone, or texture — an expected feature of solid wood, not a flaw
  • Slight colour or finish variation between the product and its photo on screen, due to display and lighting differences
  • Minor surface-level variation typical of handcrafted, made-to-order pieces

(For the fuller explanation of solid wood's natural behaviour — seasonal movement, colour deepening, grain variation — see our Warranty Policy, Section 2.)

IV. What's Not Eligible Under This 48-Hour Window

  • Manufacturing or workmanship defects are not covered under this policy at any point — these fall entirely under our Warranty Policy, where the affected component or, where necessary, the entire piece is replaced, for the periods stated there. This applies whether the defect is noticed at delivery or later.
  • Transit damage reported after 48 hours of delivery — this window is firm for shipping-related damage specifically, and does not extend under the Warranty Policy, which covers manufacturing issues only
  • Damage caused by the customer after delivery — mishandling, incorrect assembly, or improper use
  • Damage arising from relocation, dismantling, or reassembly after the product was delivered in good condition
  • Sale or Clearance items — final sale; cosmetic concerns or change of mind aren't eligible, though genuine transit damage still applies, and manufacturing defects remain covered under the Warranty Policy
  • Customisation-specific concerns — if a customised spec (dimension, finish, or material) was confirmed by the customer in writing before production and the finished product matches that confirmation, it is not eligible for replacement, even if the outcome differs from initial expectation
  • Claims without the original invoice or order confirmation on record
  • For multi-piece orders (e.g. a dining set), only the affected component is covered — not the full set — unless the issue affects the set's overall structural use

V. How to Request a Replacement

  • Report within 48 hours of delivery by writing to info@erafurniture.in
  • Include the following:    
    • Your order number and original invoice    
    • Clear photographs of the damage or issue    
    • A short video, where possible    
    • An unedited, unboxed video of the product from delivery, if available — this helps us process your claim faster and avoid delays
  • Our team will acknowledge your request within 48 hours
  • If a replacement is approved, we'll arrange pickup of the affected item as part of the replacement process

VI. Evaluation Process

  • Our team reviews the images/video shared and confirms eligibility against Sections III and IV
  • Where needed, we may consult our production team or arrange a technician visit for further assessment
  • Once confirmed, we'll share the resolution and expected timeline directly with you

VII. Refunds

Refunds apply only in cases where a replacement is not possible (e.g. discontinued product or unavailable stock).

  • Once approved, refunds are processed within 7 business days
  • Refunds are credited to your original payment method; actual credit time may vary slightly by bank

VIII. Grievance & Governing Law

Grievance Officer: Mr. B Devapranath
Phone: +91 9567915396
Email: info@erafurniture.in

For any unresolved concern, you may reach our Grievance Officer using the details above. Complaints will be acknowledged within 48 hours and resolved within 1 month, in line with the Consumer Protection (E-Commerce) Rules, 2020. This policy is governed by Indian law, and any disputes are subject to the jurisdiction of courts in Ernakulam, Kerala, without prejudice to your right to approach a consumer forum under the Consumer Protection Act, 2019.

IX. A Note on Craftsmanship

Every Era piece is inspected multiple times through our production process before it reaches you. This policy exists to make sure any rare issue at delivery is resolved quickly and fairly. For anything that surfaces later, our Warranty Policy has you covered.

For any questions, write to us at info@erafurniture.in.