Returning an Item

Time Frame

You can initiate return of an Item at the time of delivery or installation done at your place of delivery. Return requests are not accepted after installation if there is no fault or damage from our side.

What's eligible for Return?

Defective - If the item delivered to you is defective in respect to flaw in manufacturing, which hinders the intended use of the product (e.g. imbalance, wooden joints opening, etc.). Please note that natural characteristics of the material used, like appearance or texture (especially for solid wood products) are not defects.

Difference - If the item delivered to you is different (in dimension, shape, or colour) from the item image on our website.

Not Functional - If the product delivered to you is dead on arrival, this could occur in items with batteries or requiring electrical sources (appliances, clocks, lights or bulbs).

Please note that only replacements shall be offered.

What's NOT eligible for Return?

Damaged or Missing - For any concerns regarding damage, incomplete products, or missing components, such claims are to be highlighted during the time of delivery or assembly (whichever is applicable)

Products purchased during sale period are not eligible for Return.

Please understand that once the delivery/assembly is completed, we may not be able to accept return requests.

Installation Issues - Wall mounting installation services are not offered by TheKhatia.com and therefore, return requests will not be processed. Relocation - After an item has been delivered to you in perfect condition, in the event of the subsequent dismantling of the item for relocation, reassembly, etc, please note that TheKhatia.com will not be responsible for any damage to the product.

How to Initiate a Return Request?

Click Product Images

To raise a return request, you should click 2-3 clear photographs of the item in question. Below are the guidelines to follow while taking the photographs. 1-2 images should clearly show the entire product and 1-2 images zoomed-in on the damaged/defective area such that the relevant concern is visible. The image file size should not exceed 5 MB

Raise A Return Request

Phone: whatsapp on +91 9201017010(Monday – Saturday, 11:00AM to 7:00PM)
Email: hello@thekhatia.com

Evaluate and Pick-Up

Once we receive the images, Resolution team will connect with you within 24 hours.

The return requests are evaluated by the TheKhatia.com Resolution team in consultation with the merchant and a technician visit may be scheduled (if required). Please note that the resolution will be provided basis the technician’s evaluation report.

Return pick-up of product will be scheduled basis the evaluation of the technician and your subsequent interaction with our Customer Support representative.

Please retain the original packaging of the product, along with user manual, warranty slip and other accessories to ensure a successful pick-up.

A product scheduled for return pick-up will be picked up by the logistic partner of the Brand/Merchant from the original shipping address of the order, within 72 hours of initiation of the return pick-up request.

Mode Of Refund Payment

Once the item is cancelled, the refund is processed after the product has been picked up from the delivery location.

You can choose to get your refund either in the original mode of payment (Credit Card, Debit Card, Net Banking, Digital Wallets or UPI Account).

If you have availed EMI option - in case of full refund the amount is credited to your original mode of payment. However, in case of partial refunds, the refund is initiated through NEFT transaction to your bank account so that the remaining EMI is not lapsed*.

Any cashback earned on the order prior to the cancellation will be deducted from TheKhatia.com credits. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.

*There can be variations depending on the T&Cs of the financial service provider and time at which return is sought.

Refund Timelines

Original Mode Of Payment

Once the refund is initiated, the refund amount gets credited to your selected mode of payment in 7-10 business days. The refund timeline for various modes is provided below.

Credit Card/Debit Card/Net Banking/UPI Account - 4-5 Business Days

Offline (NEFT) - 7-10 Business Days

Refund
Refund Process

Mode of Refund Payment

Once the item is cancelled, the refund is processed after the product has been picked up from the delivery location.

You can choose to get your refund either in the original mode of payment (Credit Card, Debit Card, Net Banking, Digital Wallets or UPI Account) or can be adjusted to a new product of your choice.

If you have availed Bank EMI option - in case of full or partial refund the amount is credited to your original mode of payment. However, in case of partial refunds, the refund is initiated through NEFT transaction to your bank account so that the remaining EMI is not lapsed*, there is possibility of some deductions made by the EMI providers.

Any cashback earned on the order prior to the cancellation will be deducted from TheKhatia.com. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.

*There can be variations depending on the T&Cs of the financial service provider and time at which return is sought.

Refund Timelines

Original Mode Of Payment

Once the refund is initiated, the refund amount gets credited to your selected mode of payment in 7-10 business days. The refund timeline for various modes is provided below.

Credit Card/Debit Card/Net Banking/UPI Account - 4-5 Business Days

Offline (NEFT) - 7-10 Business Days

Warranty
Warranty Policy

Warranty Claims

You can claim repair of the items that come under the warranty as offered by various brands on Pepperfry.com. The warranty is eligible for all types of manufacturing defect in the product. To know the warranty period and warranty terms, please refer to the warranty description on the product page on TheKhatia.com

What's Covered?

Repair of the item during the warranty period, subject to the review, verification, and confirmation of the manufacturing defect by the Resolution team in consultation with the merchant.

Repair of the item shall happen only at the shipping address provided at the time of purchase.

Repair of the item will be honoured only in cases of no alteration or modification in the originally purchased product.

What's Not Covered?

Warranty Exclusions for Furniture within Warranty Period - Vary by Brand and Product. Check individual product details.

For solid wood furniture, natural variations such as grain, texture, or colour, as well as characteristics like joint lines, wood grains, and seasonal splits, are not considered defects and are not covered under warranty.

Normal wear and tear, including gradual deterioration from regular use and minor damage from improper cleaning or impacts, are also excluded from warranty coverage.

Improper installation, assembly, or handling by third parties, as well as issues related to upholstery such as fabric fading, Leather Wrinkling, Stretching, or changes in colour or texture due to natural oils or use or from cleaning, are not covered.

Accidental damages such as impacts, scratches, stains, or spills, and issues arising from floor unevenness or dimensional variations within industry standards, are likewise excluded. Additionally, damages resulting from misuse, improper maintenance, storage, water or moisture exposure, and sunlight discoloration are not covered.

In line with industry standards, furniture dimensions may vary by up to 2 inches, and unevenness of up to 5mm (including gaps) may occur due to floor and surface level differences.

Post-delivery issues such as breakages in glass or mirrors, torn stitching, or marks discovered after proper delivery acknowledgment, fall outside of warranty coverage.

Disclaimer: TheKhatia.com reserves the right to reject any warranty service during the warranty term if, in its sole opinion, TheKhatia.com finds that the customer has not complied with or adhered to the "User Manual / Instructions" provided at the time of purchase.

MATTRESSES (Return & Refund Policy)

Returning A Mattress

Time Frame

You can return a Mattress within 07 (seven) days from date of delivery.

What’s Eligible For Return?

Return requests will be accepted under the following reasons:

If the mattress has been delivered in damaged/defective / deformed condition.

If the mattress delivered is different (in shape, design, dimension, or colour) from the images shown on the website.

Please Note that if the mattress is soiled, or has stains/liquid spillage, it will not be eligible for return.

Mattress With Trial Period Offer

If you have bought a mattress that promises ‘30 or 100 Nights Trial’, you can initiate the return request till the trial period is active. Trial period starts from the date of delivery of the mattress.

Mattress Warranty Policy
Warranty Claims

You can get your mattress replaced or repaired within the warranty period if the reported issue is covered under the warranty terms and conditions. In case the seller is unable to repair or replace the mattress, the paid amount will be refunded based on evaluation done by the TheKhatia.com Resolution team.

What’s Covered?

Visible indentation or sagging of the mattress greater than 1 inch.

Any physical defects in the material or workmanship, subject to limitations described under this warranty.

What’s Not Covered?

Damage resulting from accidents, mishandling, heat, and improper usage.

Minor imperfections such as slight cosmetic flaws. Stains, tears, burns, and discolouration that occur over time and/or are caused by the customer.

Indentions, sagging or body indention less than 1 inch deep.

Sagging due to improper bedstead (using of slats).

Wet Mattress.

Mismatch in the size of bed and mattress.

Raise A Return Request

send your request with photographs to

Phone: whatsapp on +919201017010 (Monday – Saturday, 11:00AM to 7:00PM)
Email: hello@thekhatia.com