REPLACEMENT AND RETURNS POLICY

Last updated on: 23/11/2020

 

Wilderjack.com is operated and provided to you by Wilderjack Design Solutions Private Limited, having its registered office a A/1404, Abrol Vastu Park, Evershine Nagar, Malad West,

Mumbai Suburban, Maharashtra, 400064 (“Wilderjack”, “we”, “us” and “our”). This Replacements and Returns Policy (“Policy”) describes the policies and procedures to be followed in providing after sale services by us in case the products as received by the customers (“you”, “your”) are damaged or defective. However, the nature and extent of any and all such services shall be at the sole discretion of Wilderjack and shall be subject to the terms of this Policy. 

 

This Policy is a part of and incorporated within the Platform, and is to be read along with the Terms of Use and the Privacy Policy which can be accessed at https://wilderjack.com/pages/terms-and-conditions and https://wilderjack.com/pages/privacy-policy respectively. 

 

Capitalized terms used herein and not separately defined (including but not limited to “Services” and “Platform”) shall have the meaning ascribed to such terms in the Terms of Use or the Privacy Policy.

 

At Wilderjack, we take pride in the exceptional quality of our handcrafted furniture. Our attention to detail in design, material, and construction is unyielding. And so is our commitment to customer satisfaction.

 

  • Operations:

 

  • The Platform is an internet-based retailer of designer furniture providing services vis-à-vis designing, manufacturing and delivery of customized furniture (based on available options and designs provided by us). Most of our furniture is customized as per your specifications (based on available options and designs provided by us) (“Customized Order(s)”). We begin production immediately upon receipt of your Customized Order and the furniture is built to your desired specifications (based on available options and designs provided by us). 

 

  • Given that the furniture is customized, any Customized Order duly placed by you cannot be cancelled, changed, returned or refunded at any time, including on account of “Change of Heart” unless the same is a Defective Product (as defined hereinafter).

 

  • We offer furniture that can be monogrammed and personalized as per your specifications (based on available options and designs provided by us). Such monogrammed / personalized furniture shall be considered a Customized Order and such items shall be non-cancellable, non-returnable and non-refundable unless the same is a Defective Product.

 

  • There may be certain errors in the display of prices, descriptions or images of certain merchandise and products on the Platform and we reserve our rights to restrict / cancel / modify orders pertaining to those merchandise and products. Further, given that our products are customized, there are bound to be variations between products and also between products displayed on the Platform and Customized Orders. 

 

  • Products displayed and forming a part of the clearance and final sale are non-returnable and non-refundable.

 

  • Since all our products are made to order, we do not offer exchanges or cancellations unless the same is a Defective Product. If you cannot accept delivery of your Customized Order, you will forfeit the advance fee paid by you at the time of placing the Customized Order. 

 

  • Shipping and Delivery Partners

 

  • For a superlative customer experience, we currently deliver each Customized Order personally or through our delivery partner, Our delivery services are available pan-India subject to certain restrictions. Kindly insert your pin-code on the Platform to check if we deliver to your desired location.

 

  • Since every product is customized and made to order, the estimated delivery time shall be 20-25 (twenty to twenty-five) days starting from the date of placing of the Customized Order. The estimated date of shipping and the date of delivery shall be indicated on the Platform at the time of placing the Customized Order. Please note that we shall endeavour to deliver the Customized Orders at the earliest. However, in certain cases beyond our control and due to exigencies, we may not be able to ship the Customized Orders within the estimated time indicated on the Platform at the time of placing the Customized Order. In any event, we make no representations or give any guarantees as to the fulfilment of the delivery within the indicated estimated time.

 

  • Exigencies may delay the delivery and cause the product to be delivered at a time later than what might have been communicated by us at the time of placing the Customized Order. In such an event, you can track your shipment at 
  • or contact us at our customer care number or email us at [email protected] In a few cases, however, we shall proactively call/email you to inform you of the status of your Customized Order and its delivery status. In the event that you do not receive any communication from us for 15 (fifteen) days after your Customized Order (or 15 (fifteen) days after the promised shipment date in the case of pre-orders) do give us a call at our customer care number or email us at [email protected].

 

  • We make no claims or representations whatsoever ensuring the provision of our services in relation to the delivery of the Customized Orders, and we reserve the right to deny, cancel or reschedule the delivery of the Customized Orders depending on the availability of the products or owing to any other reason at our sole discretion. Further, we reserve the right to not deliver the Customized Orders in certain non-serviceable pin-codes, which decision shall be made at our sole discretion.

 

  • However, if in certain exceptional cases, we agree to deliver the Customized Orders in non-serviceable pin-codes, we may deliver the Customized Orders at your doorstep provided the transportation / shipping cost is borne by you at actuals in advance and in accordance with the delivery terms communicated to you at the time of placing the Customized Order.

 

  • Our standard shipping method is ground shipping. The transportation and delivery services are provided by our Delivery Partner. You are hereby advised to read the terms and conditions and policies of our Delivery Partner since you shall be bound by the same. At this time, we are unable to provide the option to choose your carrier of choice.

 

  • Delivery of the Customized Order:

 

  • We carefully inspect each piece of furniture prior to shipment and also require your inspection and signature upon delivery of the same to you. Should you discover a defect or any damage in the products delivered to you, please contact us immediately. Furniture that is refused because it does not fit through an entryway will be your responsibility and we shall not be liable for such cases in any manner whatsoever. We encourage you to study the sizes mentioned on the product page carefully and see if the furniture you order fits into your entryway and rooms.

 

  • Once our Delivery Partner has delivered the product and has left your premises, we will not be able to accommodate any cancellation or replacement requests (other than as covered by the product warranty and this Policy). We recommend that you be present at the time of delivery to check for any possible manufacturing defects. Should there be any, please inform our Delivery Partner. Our Delivery Partner will assist you with any questions you may have.

 

  • Please check for all the following items when the product is delivered to you:
  • Please check on all external surfaces across the products for any breakages, cracks, chip-offs, unfinished patches, or borer/insect infestations.
  • In case there is some dust or a lack of shine, our team will be able to fix this immediately by applying a coat of wood polish or by rubbing the surface with a cloth; this is an accepted industry-standard method for cleaning the surface / polishing it.
  • For all products that involve assembly, please ensure that the delivery team assembles the product in order to ensure that all nuts and bolts are present and fit well.
  • For all products kept on the floor, ensure that the product stands steady and straight. In case there is an uneven leg (less than 5 mm difference), then our team will install bushes at the foot of that leg to balance the product better; in case the uneven leg is more than 5 mm, then we shall, at our sole discretion, take the item back to provide a replacement (or a repair) based on the extent of change needed.
  • For all seating products, kindly sit on the item to ensure that the structure is stable with your weight on it.
  • Currently we make sure that the internal areas of storage products are well finished to not have any loose pieces/splinters to hurt your arms; however, the extent of polish of internal areas may not match with the extent of polish on external areas. You agree to accept the products in the condition stated herein.

 

  • We have highly specialized quality control measures that ensure every product is up to our standards when it is shipped by us. In the unlikely event that any product you have ordered from us is not received in good condition, is damaged or defective, you must notwithstanding your warranty rights, immediately bring it to the notice of the delivery personnel and lodge a complaint with the customer care executive on the number provided on the Platform or email us at [email protected], You must also contact us immediately, so that, we may assert our rights, if any, vis-a-vis the Delivery Partner. Hidden defects must again not withstanding any warranty rights be reported to us immediately on detection, so that any warranty claims against upstream suppliers can be asserted. 

 

  • If the product was not received in good condition or was damaged or defective at the time of delivery, upon receipt of your complaint, our team will assess the damage / defect and get back to you within 3 – 4 (three-four) business days. Depending on the degree of damage / defect, we will either repair the product or offer you a replacement under the warranty terms, however in case we are unable to repair / replace the damaged / defective product we may offer any alternate product with mutual consent against the return of the old product or refund the amount paid to us subject to certain costs. Replacement of any product may depend upon the availability of such a product.

 

  • We request you not to accept delivery of any item if you notice any apparent damage or deep damage. Once the product is delivered and our Delivery Partner leaves your location, we will be able to only honour manufacturing defects and other fair usage breakages as outlined in the product warranty.

 

  • Kindly note that hardwood products may expand slightly during the summer months because of which some drawers may get stuck. This is normal, and nothing to be worried about. Reach out to our customer care team with your request, and our after-sales service team shall help you minimize the expansion by sanding the sides of the product, if required, in accordance with the company policies.

 

  • Wood has natural qualities such as differing grain patterns, minimal stain differences, and small knots. Small knots structurally don’t impact the product and will be fully filled with putty and polished to make sure that they don’t hamper the product. We assure you that knots that alter the structural stability of the product would be rejected at the quality control stage. Differing grain patterns and stain differences are generally acceptable on hard products. You agree to accept the products in the condition stated herein.

 

  • General Replacement Policy

 

  • Products can be replaced as per this Policy if you’ve received them in a defective condition that is (“Defective Product”) :
  • physically damaged; or
  • has missing parts or accessories; or
  • is defective or completely different from their description on the product detail page. 

 

  • Replacement will be processed only if the following conditions are fulfilled:
  • it is determined that the product was not damaged while in your possession; and
  • the product is not different from what was shipped to you; and
  • the product is returned in original condition (with delivery box, MRP tag intact, user manual, warranty card and all the accessories therein, if applicable).

 

  • Wilderjack does not represent, assure or guarantee the acceptance of the replacement request made by you, for any of its products and the acceptance of such a replacement request shall be subject to the sole discretion of Wilderjack. 

 

  • We may offer replacement for any defective item within 15 (fifteen) days of the receipt of the product in our warehouse. Products may be eligible for replacement provided the exact same item in available in stock with us.

 

  • General Refund Policy

 

  • Subject to the checks and replacement options, if any replacement request is placed by you due to receipt of a defective / damaged product and we do not have the exact same product in stock, we shall provide a refund of the amount paid by you at the time of placing the Customized Order. You shall get a refund of the amount paid by you at the time of placing the Customized Order, directly to your bank account, within 15 (fifteen) days of the receipt of the product in our warehouse. Depending on your pick-up location, the processing of this refund can take up to 30 (thirty) days.

 

  • Amendment.

 

  • Our Policy may change from time to time, so please visit this Policy regularly. If we make any material changes to this Policy, we will post the changes here and notify you of the change through e-mail. Please review the changes carefully. If you continue to access or use the Platform after the date any revised Policy comes into force, you will be deemed to have consented to the revised Policy.

 

  • Governing Laws and Jurisdiction:

 

  • This Policy shall be governed and construed by the laws of India, without regard to its conflict of laws principles and in case of any dispute that arises between you and Wilderjack in whole or in any part of the services, this Policy  or the delivery and shipping of the Customized Order, then the competent courts in Mumbai shall have exclusive jurisdiction in this regard.

 

  • Contact us:

 

  • If you have any questions about this Policy or Wilderjack, you may email us at [email protected] or call us on our customer care number.