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What should I check when the product is delivered to me?
Please check for all the following items when the product is delivered to you:
o Please check on all external surfaces across the product for any breakages, cracks, chip-offs, unfinished patches, or borer / insect infestations
o 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
o For all products that involve assembly, please ensure that the delivery team assembles the product so you are sure that all nuts and bolts are present and they fit well
o For all products that require wall installation, kindly decide prior to the delivery team's visit on the exact location in your house where you would want to place your product, and instruct the delivery team to fix the product; please ensure that you have taken all necessary approvals prior for any drilling etc. that may be required to fix wall items in your apartment / home
o 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 will take the item back to provide a replacement (or a repair) based on extent of change needed
o For all seating products, kindly sit on the item to ensure that the structure is stable with your weight on it
o 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
o Wood has natural qualities such as differing grain patterns, minimal stain differences and small knots - small knots which structurally don't impact the product will be fully filled with putty and polished to make sure that they don't hamper the product; knots that alter structural stability of the product would be rejected at the quality control stage; differing grain patterns and stain differences are generally acceptable on hard wood products
o Hard wood products may expand a small extent during the summer months because of which some drawers may get stuck! There is nothing to worry on this front - if you give a call to our customer care team, our after-sales service team will come and minimize the expansion effect by sanding (using sand paper) on the sides of the product.
o For Hardwares check that they are in proper working condition. There might be a slight minor difference in finish/texture between two identical products, which is acceptable Industry Standard.
Once the product is delivered and our delivery team leaves your location, we will be able to only honor manufacturing defects and other fair usage breakages as described by the warranty policy.
What if I have received a damaged product?
We work with sellers who have highly specialized quality control measures that ensure that the product is up to our standards when you receive the product. In case, you receive a damaged product (damage as defined by the situations in the prior question), please bring it to the notice of the delivery personnel immediately. In case you notice an issue later, please get in touch with us on our customer care number or Initiate the Return process on site or write to us at email@example.com.
Our team will assess the damage and revert within 1-2 days with a solution. We will either replace the piece or take any other corrective measure to solve the problem.
What if I do not like the product or cannot take delivery of my order? Can I cancel the order?
We, at Mushroom Arte, work to ensure that you get what you see on our website. We do not offer exchanges (unless the product was damaged on arrival and we are unable to replace the item) and refunds for order cancellations.
In the rare case when you absolutely don't like the product or don't have the space to keep it or have some unforeseen circumstances that make you cancel the order, you have to raise the same at the time of delivery. The following restocking fees are applicable:
For products priced less than Rs. 10000 (other than sofas)
1. In case you want to exchange the item for a different product that is priced lesser by more than Rs. 500, then there is no additional charge but no money will be returned
2. In case you want to exchange the item for a different product that is priced up to Rs. 500 lesser than the current item, then an additional charge of Rs. 500 less the differential price between two items will be levied
3. In case you want to exchange the item for a product that is priced equal to or more than the current product, then an additional charge of Rs. 500 plus the differential price will be levied
4. In case you absolutely want to cancel your order and don't want any other products, then a cancellation charge of Rs. 1000 will be levied against your order
For products priced above Rs. 10000 (other than sofas)
1. In case you want to exchange the item for a different product that is priced lesser by more than Rs. 1000, then there is no additional charge but no money will be returned
2. In case you want to exchange the item for a different product that is priced up to Rs. 1000 lesser than the current item, then an additional charge of Rs. 1000 less the differential price between two items will be levied
3. In case you want to exchange the item for a product that is priced equal to or more than the current product, then an additional charge of Rs. 1000 plus the differential price will be levied
4. In case you absolutely want to cancel your order and don't want any other products, then a cancellation charge of Rs. 2000 will be levied against your order
For Sofas: We manufacture sofas against a particular order that you have placed, and hence ask you to prepay 20% of the cost; we cannot offer exchanges or cancellations of any kind on sofas.
FOR ALL PRODUCTS: Once we have delivered the product and left the customer's premises, we will NOT be able to accommodate any cancellation or change requests (other than as covered by the 1 year service warranty). We request the customer to personally be present during delivery to ensure that they check the furniture at the time of delivery. Our delivery staff will assist the customers with any questions they have.
1. Log on to 'My Account'
2. Go to 'Returns' under 'customer service' in Footer
3. Keep the oder details handy with you and fill the form shown on the page.
4. Select a reason for return
5. Upload supporting photographs of item and hit 'Continue' button
6. Call us if you are a Guest Use
7. Our Customer Service Executive will call you within 24 Hours after you have initiated the request
8. Confirm date of reverse pick up with our Customer Service Executive
9. Handover the item you wish to return to our Mushroom Arte executive
10. That's it. Your work is done!
Once 100% Money Back Claim is Accepted, Refunds will be processed within 48 Hours. Depending on the mode of payment you used, Banks and Payment Gateways usually take between 3-7 working days to credit the amount to your account.
· Mushroomarte has a no-questions-asked returns policy for all non-furniture items. If you are not satisfied with your purchase we will gladly accept any unused product in its original packing within 30 days of delivery.
· Returns for Furniture, Mattresses and Lighting category will be accepted only for damaged/ defective products. Refund will be provided only in case replacement for the same product is not available.
· Returns against the damaged/defective product will be accepted only if notified at time of delivery or within 48 hours of delivery where personal delivery service is not available..
· It is advised that the return packets should be adequately packaged so that there is no damage of goods-in-transit.
· On certain items like appliances & electronics brands, warranty may supersede Mushroomarte Returns Policy.
· The 100% Money Back Guarantee is applicable within 30 Days of receipt of Non-furniture Product. The time frame starts from date the product was delivered as per the confirmation received from our logistics team or courier partners. The refund amount will be equal to the Paid amount for an item.
· For Non Furniture category 100 % Money back is only applicable on the receipt of incorrect or damaged product
· Customized orders cannot be returned.
· The returned product should be unused, in its original packaging, and in the same condition as you received the product.
Every product and package is labelled with a serial number. This serial number must be readable and un-tampered on return.
Returns for Furniture/ Lighting/Mattress category will be accepted only for damaged/ defective products. You will need to inform us of any damages/ defects within 48 hours of delivery of the product, in order to receive the replacement.
· For Others: Cancellations on categories (other than furniture/Lighting/Mattress) are possible only until the pre-shipping stage; please contact our customer care team to assist you for the same.
What can lead to cancellation of my order?
Pepperfry sources products from several merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all times, and that the regular stock updates are done, there could still be a possibility of your order getting cancelled due to one or more of the below mentioned reasons:
· When a product is rejected in our Quality Check process.
· When the product stock is exhausted with our vendors.
· When our logistic partners are unable to deliver to the desired delivery location.
Who pays for shipping If I send back the item?
· We have our Reverse Pick up facilities in selected locations wherein your items can be picked up from our end and the same is absolutely free of cost. In case you need to send the product yourself, kindly ensure that you use a track-able shipping method (e.g. First Flight, Blue Dart). Shipping cost for all approved reverse pick up cases will be reimbursed to 10% of selling price or the actual cost, whichever is lower. Reimbursement will be in the form of a gift voucher which can be redeemed during your future purchases with us anytime within 30 days.
For all return shipments, please send an email to firstname.lastname@example.org with your order details and the tracking ID. Please call our customer service centre on +91 8960044962 (10 AM - 7 PM) for further queries
· Yes, of course. For orders confirmed on or after 6th March 2015, you can download a PDF copy of the invoice from our website. Please follow these simple steps to get your copy of the invoice.
1) Log on to our website using your registered ID.
2) Go to "My Account" section, you will see your list of orders.
3) You can select the order for which you wish to download the copy by simply clicking on the download tab.
In case, you are not able to download from "My Account" section. Please contact our customer service Associate 022-6157 6157 any day between 9AM and midnight or write to us on email@example.com we will process your request within 24-48 hours.