Chair Collective
Refund & Cancellation Policy
Effective Date: 10 July 2026 | Last Updated: 10 July 2026
Important: All products are made-to-order. Production begins specifically against your order, therefore this policy differs from standard retail return policies.
This Refund & Cancellation Policy (“Policy”) forms part of the Terms of Service and applies to all orders placed on chaircollective.com (“Site”), operated by Cocoon Barter Global Private Limited (“Company”, “we”, “us”, “our”). It should be read together with our Shipping Policy, which governs dispatch, transit risk, and international delivery terms.
1. Nature of Our Products
Every product sold on the Site is manufactured to order against your specific selection of design, dimensions, material, and finish. Production commences shortly after order confirmation and payment. Because of this, our cancellation, return, and refund terms differ from off-the-shelf retail purchases, and standard statutory cooling-off timelines applicable to stocked goods do not apply in the same way to bespoke, made-to-order furniture.
2. Order Confirmation & Advance Payment
An order is confirmed once payment (in full or as an advance, as specified at checkout) is received and a confirmation is issued by the Company. The confirmed specification (design, dimensions, material, finish, and quantity) becomes the basis on which production is undertaken and cannot be treated as provisional once production has commenced.
3.Cancellation Policy
Because each order triggers dedicated production and material sourcing, cancellation is time-limited as follows:
| Stage | Cancellation Allowed? | Deduction |
|---|---|---|
| Within 24 hours of order confirmation, before production has commenced | Yes | 5% of order value (payment gateway / processing charges) |
| After 24 hours, but before production has commenced | Yes, at Company's discretion | Up to 25% of order value, depending upon material sourcing and work already initiated. |
| After production has commenced | No | Advance/payment is forfeited because the product is bespoke to your order. |
The applicable deduction reflects costs already incurred (payment processing, material procurement, design/engineering time) at the stage of cancellation. Exact deductions will be communicated at the time you request cancellation.
Once an order has been processed and production has commenced, it cannot be cancelled. Any change to specification requested after production has commenced (e.g. change of fabric, dimension, or finish) will be treated as a fresh customisation request and may attract additional charges and revised timelines, at the Company's discretion.
4. Refunds for Failed or Duplicate Transactions
If a payment fails, is duplicated, or is incorrectly deducted, please contact us at chaircollectivecc@gmail.com with your order/transaction reference. Verified refunds will be processed within 10–14 working days, subject to your bank's or payment provider's processing timelines, and will be credited only to the original payment method used for the transaction.
5. Returns & Refunds After Delivery
As products are custom-made to your order, we do not accept returns or issue refunds after delivery except where a genuine manufacturing defect is verified by our team. To be eligible:
- The defect must be reported to us in writing at hello@chaircollective.com within 48 hours of delivery, along with clear photographs or video of the issue.
- The product must not have been altered, repaired by a third party, or subjected to misuse, and must be assessed in the condition in which it was delivered.
- Our team will review the claim and, where reasonably possible, may request additional documentation or a virtual/physical inspection before determining eligibility.
Where a manufacturing defect is verified, the Company will, at its discretion, arrange a repair, replacement, or refund of the product price. Where a repair or replacement is offered and accepted, this satisfies the claim in full; a refund is not additionally owed for the same defect.
This Section covers manufacturing defects only. Transit loss or damage is not covered under this Policy and is not the Company's liability — once a shipment is handed to the carrier, it is outside the Company's custody and control. Chargeable transit insurance is available at checkout; if purchased, claims are filed with the insurer. If not purchased, the Customer bears the risk, and the Company can offer a chargeable repair service only. See Section 7 of our Shipping Policy for the full process.
6. Warranty Against Manufacturing Defects
Subject to the exclusions below, the Company provides a limited warranty of 6 months from the date of delivery against structural manufacturing defects in workmanship (such as frame joinery failure under normal use). This warranty does not cover:
- Normal wear and tear, fading, or ageing of fabric, leather, wood, marble, or other natural materials.
- Damage caused by misuse, incorrect handling, exposure to moisture/sunlight beyond intended use, or unauthorised repair/modification.
- Variations in grain, veneer, stone, or fabric that are inherent to natural materials and disclosed at the time of order (see Section 9).
- Damage occurring during transit, which is not covered by this warranty and is not the Company's liability — see Section 7 of our Shipping Policy for the chargeable transit-insurance and repair options.
Warranty claims follow the same reporting process as Section 5. Where an on-site repair can resolve the issue, the Company will prioritise this route, generally at no or minimal cost to the Customer depending on the nature of the issue and whether it falls within warranty.
7. Refused Delivery & Return-to-Origin (RTO)
The Company does not take ownership of return-to-origin logistics and does not bear any part of RTO cost. If a Customer refuses delivery without a valid reason, or delivery cannot be completed due to an incorrect or incomplete address supplied by the Customer:
- All return freight, storage/demurrage, and redelivery charges are the Customer's sole responsibility and will be invoiced directly — they are not netted against any refund, since the Company has not taken responsibility for the return leg.
- The Company may assist in coordinating with the carrier where possible, but does not itself arrange, fund, or guarantee return transport.
- Refusal of delivery does not, by itself, entitle the Customer to a refund of the product price; refund eligibility continues to be assessed solely under Sections 5 and 6 of this Policy (verified manufacturing defect / warranty).
8. International Orders — Cancellations & Refunds
International orders are shipped on an Ex-Works (factory-gate) basis as described in our Shipping Policy. In addition to the terms above:
- Cancellation is not possible once the order has been dispatched from our factory for export, regardless of whether it has yet cleared customs or reached the destination country.
- Any refund approved by the Company relates only to the product price paid to the Company. Freight, insurance, customs duties, taxes, and destination handling charges paid to third-party carriers, forwarders, or authorities are not refundable by the Company and must be pursued directly with the relevant party.
- Where the Company has facilitated international freight as a value-added service, any freight cost already paid to the carrier on the Customer's behalf is non-recoverable once incurred.
9. Material, Finish & Availability Disclaimer
Materials, fabrics, veneers, stone, and finishes are subject to availability at the time of order confirmation. If your selected material becomes unavailable after order confirmation, we will offer you a choice between the closest available alternative (at no extra cost for equivalent-grade materials) or a full refund of amounts paid; non-availability alone will not otherwise be treated as grounds for cancellation.
As our products use natural materials, variation in marble grains, wood textures, veneers, finishes, and fabric appearance is inherent and expected, and does not constitute a manufacturing defect. Product images displayed online may also differ slightly from the delivered product due to screen calibration, lighting, and the unique character of natural materials.
As our products use natural materials, variation in marble grains, wood textures, veneers, finishes, and fabric appearance is inherent and expected, and does not constitute a manufacturing defect. Product images displayed online may also differ slightly from the delivered product due to screen calibration, lighting, and the unique character of natural materials.
10. Limitation of Liability
To the maximum extent permitted by applicable law, the Company's aggregate liability under this Policy shall not exceed the amount paid by the Customer for the specific product giving rise to the claim. Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited under the Consumer Protection Act, 2019 and rules made thereunder.
11. Governing Law & Jurisdiction
This Policy is governed by the laws of India. Subject to applicable consumer-protection provisions permitting a Customer to approach a forum closer to their residence, the courts at [Insert City — Company's registered office / principal place of business] shall have exclusive jurisdiction over any dispute arising from or relating to this Policy.
12. Grievance Redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, any complaints regarding refunds, cancellations, or returns may be addressed to our Grievance Officer:
- Name: Ayush
- Email: hello@chaircollective.com
- Phone: +91 70113 09553
- Response/resolution timeline: acknowledgement within 48 hours; resolution within 30 days, as required by applicable law.
13. Amendments to this Policy
The Company reserves the right to update or modify this Policy at any time. Material changes will be reflected on this page with an updated “Last Updated” date. The version in effect at the time an order is placed governs that order.
14. Contact
- Phone: +91 70113 09553
- Email: chaircollectivecc@gmail.com
- Company: Cocoon Barter Global Private Limited
- Registered Office: B-1/271 Paschim Vihar, New Delhi, 110063