Document Control Reference: FI-OPS/RET-CANC-2026-V3
Regulatory Compliance Spectrum: Indian Sale of Goods Act, Central Consumer Protection Authority (CCPA) E-Commerce Rules, and Razorpay Gateway Settlement Frameworks.
Order Cancellation Policy
1. Order Cancellation Architecture
At The Chair House™, we maintain an automated inventory fulfillment pipeline. Order modifications or cancellations are governed strictly by the operational transit status of the product asset.
1.1 Pre-Dispatch Cancellation Protocol
- Eligibility: If a cancellation request is initiated before the purchased asset is securely packed and dispatched from our primary factory warehouse, the order can be canceled at zero cost.
- Monetary Resolution: A 100% full refund will be triggered instantly back to the buyer’s original payment method (Credit Card, Debit Card, UPI, Net Banking, or active EMI channel).
1.2 Post-Dispatch Logistics Protocol
- System Boundary: Once an order’s status transitions to “Dispatched” and the consignment is legally handed over to our third-party logistics partners (Blue Dart, DTDC, Delhivery, or Xpressbees), the order cannot be digitally or manually canceled.
- Delivery Refusal Penalty: If a buyer refuses to accept the delivery of a dispatched order at their doorstep, the shipment enters a Reverse-to-Origin (RTO) loop. To offset logistics losses, the standard two-way shipping charges (forward freight plus return freight) will be calculated and deducted from the buyer’s final refund amount.
2. Reverse Logistics & Return Eligibility Parameters
Because commercial-grade ergonomic furniture is heavy, bulky, and highly vulnerable to structural damage during reverse transit, all standard returns must strictly meet the following structural conditions:
+-----------------------------------------------------------------------------------------+
| MANDATORY RETURN VERIFICATION MATRIX |
+-------------------+---------------------------------------------------------------------+
| COMPLIANCE NODE | RETURN REQUISITE PARAMETERS |
+-------------------+---------------------------------------------------------------------+
| Request Window | • Formally registered within 7 calendar days from delivery date. |
+-------------------+---------------------------------------------------------------------+
| Structural Status | • Item must be completely UNASSEMBLED and UNUSED. |
| | • Gas lifts, star bases, and mechanisms must not show tooling marks.|
+-------------------+---------------------------------------------------------------------+
| Packaging Assets | • All original factory boxes, protective styrofoam, manuals, |
| | hardware kits, and brand tags must be 100% intact. |
+-------------------+---------------------------------------------------------------------+
| Disqualification | • Chairs showing any assembly marks, scuffs, or usage wear are |
| | STRICTLY NON-RETURNABLE (except for manufacturing defects). |
+-------------------+---------------------------------------------------------------------+
3. Transit Damages & Defective Items on Arrival (DOA)
We utilize multi-layered, heavy-duty packaging layouts to shield your seating systems during shipping. However, in rare instances of transit accidents, the following protocols apply:
- Reporting Window: If an item arrives with structural physical damage, cosmetic tears, or missing sub-components, the buyer must notify our support team within 48 hours of delivery. Requests outside this window cannot be accepted by our shipping insurance adjusters.
- Mandatory Technical Evidence: The buyer must provide clear, unedited photographs or a comprehensive unboxing video showing the outer box damage profile alongside the specific broken component.
- Factory Resolution: Upon quick verification by our Quality Assurance desk, we will immediately execute one of the following:
- Express Parts Replacement: Dispatch a brand-new, factory-certified replacement part (e.g., replacement Class-4 hydraulics, star base, armrests, or casters) directly to your door at zero cost.
- Complete Unit Exchange: If the internal frame structure is found to be severely compromised, we will arrange a complete replacement unit swap at no additional cost.
4. The Refund Processing & Gateway Settlement Framework
[Customer Return Delivered] ➔ [QA Warehouse Inspection (24-48 Hrs)] ➔ [Refund Approval/Deduction Check] ➔ [Gateway Release via Razorpay] ➔ [Credited to Bank Account (5-7 Days)]
4.1 Quality Assurance Evaluation
Upon receipt of the returned asset at our fulfillment center, our QA engineers will inspect the product. If the product passes inspection (retains completely unassembled status, has original packaging sheets, and exhibits no user-induced scratches, tears, or stripped threads), a refund authorization ticket will be issued.
4.2 Monetary Adjustments & Deductions
- Standard Discretionary Returns: For standard returns not caused by verified factory defects or shipping damage, the actual reverse shipping logistics cost incurred by the company will be systematically deducted from the final refund pool. We maintain a transparent pricing structure and do not charge hidden restocking fees.
- Prepaid vs. COD Adjustments: If the original order was checked out using Cash on Delivery (COD), the 5% cash-handling courier fee is strictly non-refundable as it is consumed instantly by the courier provider upon delivery.
4.3 Banking & Gateway Cleardown Timelines
Once approved, the funds are routed through our secure Razorpay clearing infrastructure directly back to the source account:
- UPI Transactions: Typically reflects within 24 to 48 hours.
- Credit/Debit Cards & Net Banking: Typically requires 5 to 7 business days to clear the banking network and reflect in your account statement.
5. Dispute Resolution & Alternate Account Provisioning
- Deactivated Original Payment Modes: If your original payment method (e.g., a closed bank account, blocked credit card, or deactivated UPI profile) is no longer active when a refund drops, the transaction will automatically fail and bounce back into our corporate wallet.
- Manual Correction: In this scenario, the customer must submit an official bank passbook statement or cancelled check under the same legal name as the order invoice. Our accounts desk will then override the gateway loop and process a manual NEFT or IMPS bank transfer into the new active account.
🏛️ Operations, Escalations, & Support Desk
To launch a formal cancellation ticket, initiate a return log, or report a product arrival defect, contact our support division with your Official Order ID:
Operating Windows: Monday to Sunday (9:00 AM to 7:00 PM IST)
Central Support Email: contactus@thechairhouse.in
Central Escalation Desk (Call/WhatsApp): +91 75060 03030 / +91 75060 04040