Cancellation , Return and Exchange Policy

1. CANCELLATION OF ORDERS

1.1. Cancellation by the Customer

(a) All products at Koda are made-to-order. Once an order is confirmed, the Customer cannot cancel the order, partially or fully. For any queries or requests for cancellation in exceptional circumstances, Customers may write to us at [contact@kodafurniture.com].

1.2. Cancellation by Koda

We reserve the right to cancel any order at our sole discretion, without liability to the Customer, in the following circumstances:

(a) The Product ordered is out of stock or has been discontinued;

(b) There are inaccuracies or errors in the Product description, pricing, or availability displayed on the Website;

(c) The transaction is identified as fraudulent, unauthorised, or suspicious;

(d) The delivery address is outside our serviceable areas.

In the event of cancellation by Koda, the Customer shall receive a full refund of the amount paid, processed in accordance with Section 3 of this Policy.

2. RETURN OF PRODUCTS

2.1. Eligibility for Return

A return request shall be accepted only in the following circumstances:

(a) The Product delivered is damaged or defective;

(b) Both the Product and the shipping package have been damaged in transit;

(c) The Product is not in working condition;

(d) Parts of the Product or its accessories are missing;

(e) The Product delivered is incorrect 

2.2. Return Window

All return requests must be raised within 15 (fifteen) days from the date of delivery of the Product (“Active Return Period”). Requests raised beyond this period shall not be entertained under any circumstances.

2.3. Conditions for Return

To be eligible for a return, the Product must satisfy all of the following conditions:

(a) The Product has not been used, cleaned, altered, or tampered with by the Customer;

(b) The price tag, barcode, brand tags, original packaging material, MRP tags, user manual, warranty cards, and accompanying accessories are intact and have not been altered, damaged, or discarded;

(c) The Product is in its original, unused, undamaged, and saleable condition;

(d) The return is being initiated against the original order from the same account, and the serial number or barcode of the Product matches our records;

(e) There are no stains, dents, scratches, tears, or damage on the Product;

(f) Products purchased as a set must be returned as a complete set;

(g) We are satisfied that the Product has not been rendered defective or unusable due to any act or omission of the Customer.

2.4. Return Process

(a) To initiate a return, the Customer must register a return request on the Website or contact our Customer Support Team at [email here] within the Active Return Period, providing the order number, reason for return, and supporting photographs or evidence where applicable.

(b) Upon receipt of the return request, we will verify whether: 

(i) the defects, damages, or non-compliances claimed are acceptable to us; and 

(ii) such defects, damages, or non-compliances are attributable to our default. We may request the Customer to provide images of the Product and/or permit our personnel to conduct a physical assessment.

(c) Following verification, we shall, at our sole discretion, accept or reject the return request. Our decision in this regard shall be final and binding.

(d) Approved returns shall be facilitated through our reverse-logistics partners, who shall contact the Customer to arrange collection of the Product.

(e) Returns shall be processed only upon confirmation that all conditions set out in Clause 2.3 above are satisfied.

2.5. Non-Returnable Products

The following Products shall not be eligible for return under any circumstances:

(a) Products that have been used, altered, modified, or tampered with by the Customer or any third party;

(b) Products damaged due to improper usage, negligence, or improper storage by the Customer after delivery;

(c) Products for which a return or complaint has not been registered within the Active Return Period;

(d) Orders where the Customer has placed an order for a wrong product model, colour, or variant;

(e) Products returned on account of a change of heart or preference by the Customer;

(f) Customised or personalised Products;

(g) Products specifically marked as non-returnable on the Website at the time of purchase.

We reserve the right to reject any return request for a Product that does not satisfy the conditions set out in this Policy.

3. REFUNDS

3.1. Eligibility for Refund

Refunds shall be processed only upon successful verification and acceptance of a return request in accordance with Section 2 of this Policy; or upon the cancellation of an Order by us in accordance with Section 1.2 of this Policy.

3.2. Refund Options

Upon approval of a valid return or cancellation, the Customer shall be entitled to one of the following, at our discretion or as mutually agreed:

(a) Full Refund — Refund of the full amount paid, including applicable taxes, credited to the original payment method; We do not make any cash refunds under any circumstances.

(b) Partial Refund — Where only a part of an order is returned or where deductions apply for shipping, handling, or restocking charges;

(c) Wallet Credit — Credit of the refund amount to the Customer’s Wallet with Koda on the Website, redeemable on future purchases, at the Customer’s option.

3.3. Refund Timeline

(a) Refunds shall be processed within 6 to 8 (six to eight) business weeks from the date of our verification and acceptance of the return or cancellation request.

(b) Once initiated, it may take an additional 6 to 8 (six to eight) working days for the refund to reflect in the Customer’s account, subject to the terms and conditions of the Customer’s bank or payment solution provider. We shall not be liable for any delays caused by the Customer’s bank or payment solution provider.

(c) If the refund does not reflect by the communicated date, Customers may contact our Customer Support Team, and we shall endeavour to assist.

3.4. Shipping Charges

(a) Original shipping charges, if any, are non-refundable.

(b) In the event a Product is delivered in a damaged or defective condition for reasons attributable to and accepted by us, we may, at our discretion, refund the applicable shipping charges to the Customer.

3.5. Non-Refundable Amounts

The following amounts shall not be eligible for refund under any circumstances:

(a) Convenience fees, payment gateway charges, or transaction fees, if any;

(b) Gift wrapping or add-on service charges;

(c) Shipping charges, except as provided in Clause 3.4(b) above;

(d) Amounts relating to Products falling under the Non-returnable categories listed in Clause 2.5 above.

3.6. Rejection of Refund

We reserve the right to reject a refund request if the returned Product does not satisfy the quality conditions specified under this Policy upon our assessment. In such cases, we shall notify the Customer and may return the Product to the Customer without initiating a refund and the shipping and delivery charges, if any, shall be borne by the Customer.

4. EXCHANGE OF PRODUCTS

4.1. Exchange Policy

(a) Exchanges for a different size, colour, or variant of the same Product may be offered at our sole discretion, subject to availability at the time of the request.

(b) Exchange requests must be raised within 48 (forty-eight) hours of delivery and shall follow the same process as return requests set out in Clause 2.4 of this Policy.

(c) In the event the requested exchange variant is unavailable, a refund or Wallet Credit shall be offered to the Customer in accordance with Clause 3.2 of this Policy.

5. CUSTOMER SUPPORT 

 All products at Koda are made-to-order. Once an order is confirmed, the Customer cannot cancel the order, partially or fully. For any queries or requests for cancellation in exceptional circumstances, Customers may write to us at contact@kodafurniture.com.

For any queries, concerns, or complaints relating to cancellations, returns, or exchanges, Customers may contact our customer support team.

Working hours: Monday to Saturday, 10:00 AM to 7:00 PM

Mobile: (+91) 9959998524 

Email: contact@kodafurniture.com

Address: Ground floor, Plot 104, Prashasan Nagar, Jubilee Hills, Hyderabad, Telangana 500110

We endeavour to respond to all queries within one business day of receipt.