Refund Policy

1. Custom / Made-to-Order Nature of Products

Most Carvera products are custom-made or made-to-order using natural materials. Given this, our refund and cancellation terms differ from standard retail/e-commerce policies.
 

2. Order Cancellation

2.1 Before production begins: Orders may be cancelled free of charge if written cancellation notice is received before production/procurement has commenced.

2.2 After production begins: Once the 70% advance payment has been received and production/procurement has commenced, the order cannot be cancelled, as materials and labour costs are already committed. The advance payment is non-refundable in this case.

2.3 After balance payment / loading: Orders cannot be cancelled once the 30% balance payment has been made and goods have been loaded for shipment.
 

3. Refund Eligibility

Refunds (full or partial) may be considered only in the following circumstances:

3.1 Carvera-caused cancellation: If Carvera is unable to fulfil an order (e.g., due to material unavailability) and the order is cancelled by us, the full advance payment will be refunded to the Buyer.

3.2 Valid quality claims: If a valid claim for damaged, defective, or incorrect goods is raised within 7 days of delivery (as per our Terms & Conditions and Shipping Policy), with photographic evidence, Carvera will offer one of the following at its discretion:

• Repair of the affected item(s)

• Replacement of the affected item(s)

• Partial or full credit/refund for the affected item(s) only (not the full order, unless the entire shipment is affected)

3.3 Shortage in shipment: If the delivered quantity is short of what was invoiced, a refund or credit for the missing items will be issued upon verification.
 

4. Non-Refundable Situations

Refunds will not be issued for:

• Buyer's change of mind after production has commenced

• Minor natural variations in wood grain, texture, colour, or finish inherent to handcrafted furniture

• Damage caused during destination-side handling, storage, or after risk has transferred to the Buyer at the port of loading (unless covered by marine insurance)

• Delays caused by shipping lines, customs, or other factors outside Carvera's control

• Buyer's failure to provide accurate shipping/customs information leading to delivery issues
   

5. Refund Process & Timeline

5.1 Approved refunds will be processed within [Insert number, e.g., 14] business days of approval.

5.2 Refunds will be issued via the original mode of payment (bank transfer), unless otherwise agreed with the Buyer.

5.3 Any bank/transfer charges associated with processing a refund will be deducted from the refund amount, unless the refund is due to an error on Carvera's part.
 

6. How to Request a Refund or Raise a Claim

To request a cancellation, refund, or raise a quality/shortage claim, please contact us with your order/invoice number, description of the issue, and supporting photos (where applicable):

Email: info@carvera.in
 

7. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated version will be posted on this page with a revised "Last updated" date.