Returns & Refund Policy

1. What if I receive a damaged product at the time of delivery?

If you receive your shipment damaged in transit or broken in transit condition, then you may contact our Customer First Support team immediately and drop us an e-mail with damaged shipment pictures attached. You will be eligible for a full refund or replacement as per your choice. To do so, you need to return the damaged product to us at our registered corporate office address which shall be mentioned in our e-mail with a specific set of instructions. In certain cases, we shall arrange for a pickup. All shipping expenses borne by you towards returning the damaged product shall be reimbursed to your account via NEFT along with your original order amount. Kindly note that all damaged or broken in transit items received should be informed to us in a maximum of 2 days along with supporting pictures to qualify for a refund or replacement.

​

2. Can I return used furniture items?

No, you cannot return used furniture items purchased from our store. To qualify for a return of furniture items or allies, you should meet all the below mentioned criteria:

• The product should be unused.

• The product should be in its original packaging form. Any tampering or missing items including packaging will be regarded as a used items.

• An assembly of furniture at site and if successfully assembled an executed will be eneligible for a return or a refund.

• The product and packaging should be intact and should be returned in the same condition as it was at the time of shipping.

• The product and packaging should reach us in mint condition. The product should be returned within 7 to 10 days from the date of receipt of delivery.

• Any on-site work carried out such as painting, POP work, furnishings etc.. are ineligible for a refund or a replacement if they are succesfully installed or executed at site. Any defects detected before handover, shall be fully rectified / replaced as the case may at no additional cost.

 

3. What is Return Eligibility for furntiture?

To ensure your complete satisfaction, you may return any furniture within 10 days for a full refund (minus shipping and handling) with no questions asked. If you wish to do so, please call our Customer First Service at +91 7666029029 for further assistance. We would be glad and love to have your feedback for a return and that's completely optional.

 

4. What is Return Eligibility for other allies?

Our return policy lasts 10 days. If 10 days have elapsed since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You need to drop us an e-mail within 10 days and you need to ship the product back to us within 15 days from the date of delivery of your order. Upon receiving your order, an inspection report shall be generated and shared with you via e-mail with refund details.

We'll refund your order with no questions asked if you're able to send the original carton/packaging back to us unused and originally sealed within 10 days from purchase. Kindly note that you will bear all shipping charges for all returns and cancellation of the order and it shall be your responsibility to ship, share tracking details, and ensure the delivery of the product back to us in original mint condition.

 

5. Refund Processing

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item along with an inspection report notifying you of the approval or rejection of your refund. If your returns are approved, then your refund will be processed minus the shipping and handling charges, and a credit note will be issued to your card or original method of payment, within a certain amount of days. Alternatively, we'll remit either by IMPS or NEFT whichever is convenient to you. Please note that there won’t be any cash refunds. Refunds would be generally made in the same channel of payment done while placing the order.

 

6. Can I cancel my order?

For Cancellations please contact our Customer First Support team within 12 hours of placing the orders online at clatinum.com Requests received after 12 hours or dispatch details and tracking code sharing, orders will not be canceled. For Subscription cancellation, there won’t be any refunds, whatsoever the case may be. All subscriptions are towards manufacturing of furniture items or merchandise related to your space dimensions, customised and hence cannot be cancelled.

 

7. What shall I do for late or missing refunds?

If you haven’t received a refund yet, first check your Credit Card company or bank account as the case of refund may be. It may takeseveral days before your refund is officially posted. Contact your bank by sharing them Transaction and Reference number as shared by us and find out the reason for missing credit. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us our Customer First Service at +91 7666029029 for further assistance.

 

8. Will I receive refund on sale items if i return back?

Only regular priced items will be refunded, unfortunately sale items cannot be refunded. Return or refund policy doesn't apply on any sale items purchased on our web store /site at clatinum.com.

 

9. What about Exchanges?

We only replace or exchange items if they are found defective in usage as per warranty conditions or damaged during transit. If you need to exchange it for the same item, send us an e-mail for a further set of instructions.

 

10. How to Return Gifts or items marked as Gifts?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return (minus the Shipping and Handling charges). Once the returned item is received, a gift certificate will be mailed to you. If you are the recipient of a gift from someone who has purchased from our web store and gifted it to you, then the person who gifted it to you will be eligible for a gift credit. There shall be no refunds towards gift items. All gift items can be refunded in gift credit mode only and the same can be redeemed at our web store only.

 

11. How will I know the status of my Refund, Replacement, or Rejection?

Once we receive our shipment back, we will inform you that we have received the shipment. Post that the shipment will be inspected and an inspection report will be generated and shared with you via e-mail. The inspection report will convey to you about your refund or rejection and the valid reasons for rejections. The Inspection report shall be final and binding for refund, replacement, or rejection. 

 

12. I am out of town at the time of delivery, what do I need to do?

If you are out of town at the time of delivery and will be back late, then you need to send us an e-mail soon after you place an order stating your unavailability at the time of delivery and when you will be back. In such cases, we shall delay the shipment as per your availability or if we need to ship then we shall mark it as Special Case and your return policy will be extended to 14 days instead of 10 days. If there is no e-mail received from your end before we process and ship your order, then upon delivery or post-delivery, we shall not extend our return policy days under any circumstances.

 

13. Who will bear shipping charges for returns?

Shipping charges will be borne by us only in case of a damaged shipment received by you or wrong items delivered at the time of delivery. The shipping charges are calculated @550/ - per kg for returns, refunds and cancellations of orders. The amount of shipping charges will be deducted from your refund amount.