Returns, Refunds & Cancellation Policy
Returns and Refunds Policy
At Five11 Design, we firmly believe that our customers are of foremost importance to us and thus we ensure the best Quality for our products. To support our vision and to value our relationship we have a 7 days of product return/replacement policy. Please go through below mentioned points for further details in this context :-
Returns/Replacement policy applies in these scenarios –
- Damage or dead on arrival product received,
- Manufacturing product defect,
- Wrong product received.
- The 7 days time frame is considered from the date the product was delivered to your doorstep, as per the confirmation received from our logistics or courier partners.
All our wooden products are handcrafted, one piece at a time, therefore making each piece unique. Due to which, a slight variation in colour, tone, shape or size may occur between different products. This shouldn’t be considered as a defect and shall not be eligible for return or replacement.
If your purchase meets our return criteria as stated above, please email us at “designfive11@gmail.com within 7 days of product delivery with the following information :-
- Your Order number
- Your Delivery address
- Specify the reason for the return in the subject line with the necessary photos.
We will arrange pick up of products that you wish to return from your location however locations where we do not reverse pick-up arrangements, we may request you to self-ship the product to us. In case you self ship the product back to us, we will additionally bear the cost of the courier as well.
Customized orders cannot be returned. Once your return 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 7-10 working days to credit the amount to your account.
We will not be able to entertain refunds if we’ve been given an incorrect shipping address or if there were 3 failed delivery attempts by our shipping partners or else if the recipient refuses to receive the package. Given the nature of our products, we reserve the sole discretion to provide resolution as we deem fit.
We would also request that the product approved for return should be kept unused along with original packaging and labels so that it is in the same condition as you received it. All you need to do is email us with a few photographs of the products showing the problem and we will help you proceed with the claim request.
Under certain circumstances, if we are unable to provide you with replacement against your ordered product, then we will notify you, and thereafter will process your refund, a credit of the paid amount will reflect in the original mode of payment within 7-10 business days.
If you find that the package has been tampered, please do not accept the item and handover the package back to the delivery person before signing the POD(Proof of Delivery).
Cancellation Policy
In case you wish to cancel the order that you have recently booked – We let you do that within the first 12 hours from your booking time, provided the order has not been yet dispatched from the warehouse. For this we would suggest you call us and let us know about it or else feel free to email us. In the above mentioned scenario, for prepaid orders, we will refund your payment to your original mode of transaction.