Privacy Policy: Custom Couch
At Custom Couch, we respect your privacy and are committed to protecting your personal information. This policy outlines what information we collect, how we use it, and who we share it with.
If you have any questions about our privacy practices, contact us at care@customcouch.in.
Information We Collect
We may collect:
- Personal information: Name, email address, phone number, shipping/delivery address.
- Payment information: Credit card details, internet banking details, or other payment methods.
- Order history: Details of past purchases, including transactions and pricing.
- Session data: IP address, browser type, operating system, date/time of access, and log-in details.
- Third-party sign-in data: Login details for accounts like Facebook or Pinterest shared with us.
How We Use and Share Your Information
We use your data to:
- Process your orders and payments.
- Improve the shopping experience based on behavior analysis.
- Notify you of new launches, offers, or shipment statuses.
- Provide customer support and resolve disputes.
We share your information with:
- Affiliates and partners: For order fulfillment, delivery, or marketing purposes.
- Business entities: In case of mergers or acquisitions.
Your data may be shared in aggregated forms for marketing insights, but we do not sell or trade your personal information.
Cookie Policy
We use cookies to enhance user experience, track recently viewed products, and personalize features like wishlists and shopping carts.
Opt-Out Options
You can unsubscribe from promotional emails and opt-out of non-essential communications at any time.
Legal Obligations
We may disclose your data if required for legal purposes, such as fraud prevention, fee collection, or enforcing our terms of service.
For more details or updates to this policy, please visit our website regularly. The privacy policy is subject to change and does not cover affiliates or third parties. Kindly review their privacy policies for additional information.
Return and refunds – Custom Couch
How do I Cancel an item purchased on Custom Couch?
Cancellation in Case of Damage: In case you receive a damaged or defective product, bring it to the notice of delivery personnel immediately at the time of delivery and report a complaint by raising a ticket at the help center.
Damage & defect will be assessed in 72 hours, and a solution will be provided. If, in the opinion of Custom Couch, the product is broken, it may be returned/replaced, or any other corrective measure may be taken, as deemed appropriate by Custom Couch, to address the issue.
Cancellation in case of Wrong Product: If the product does not comply with the specifications as per your original order, raise the issue immediately & report it by raising a ticket at the help center.
Cancellation in Case of Change in Requirement/Mind
You can cancel your order for any product within 24 hours of placing it, and a refund will be initiated to your Custom Couch Wallet corresponding to that order. However, cancellation can only be done if the product is not shipped or in the production or pre-production stage. Post the 24-hour window, no cancellation will be entertained.
You must address or submit the damage/defect concern within 72 hours. Any queries for damage/defect will not be entertained once the timeline is breached.
For fragile products, customers are requested to share an unboxing video in case of damage/defect.
For more details, please get in touch with us at our customer care number or raise a ticket at the help center.
Cancellation in Case of Damage: In case you receive a damaged or defective product, bring it to the notice of delivery personnel immediately at the time of delivery and report a complaint by raising a ticket at the help center.
Damage & defect will be assessed in 72 hours, and a solution will be provided. If, in the opinion of Custom Couch, the product is broken, it may be returned/replaced, or any other corrective measure may be taken, as deemed appropriate by Custom Couch, to address the issue.
Cancellation in case of Wrong Product: If the product does not comply with the specifications as per your original order, raise the issue immediately & report it by raising a ticket at the help center.
Cancellation in Case of Change in Requirement/Mind
You can cancel your order for any product within 24 hours of placing it, and a refund will be initiated to your Custom Couch Wallet corresponding to that order. However, cancellation can only be done if the product is not shipped or in the production or pre-production stage. Post the 24-hour window, no cancellation will be entertained.
You must address or submit the damage/defect concern within 72 hours. Any queries for damage/defect will not be entertained once the timeline is breached.
For fragile products, customers are requested to share an unboxing video in case of damage/defect.
For more details, please get in touch with us at our customer care number or raise a ticket at the help center.
Return & Refund:
If you are eligible for any refund, the same shall be given to you as per the following guidelines:
All refunds & replacement process initiation shall be subject to pick up of all cancelled items from your/customer’s premises.
Post receiving the products back to the warehouse, a refund shall be initiated within 2-3 days.
Refund will be initiated via NEFT, cash or by the way payment was originally made.
Depending on the orders, the processing charges might be deducted.
Warranties:
Our products come with 36 months* warranty period, which covers manufacturing/workmanship defects issues that occur during the warranty period. The warranty applies to furniture used under normal household conditions.
This warranty applies to the products purchased after 25th Feb 2024.
This limited warranty does not apply to the following:
Normal wear and tear of the product over prolonged use
Small cuts, scratches or damages due to wrong cleaning methods or impacts/accidents
Damage caused due to incorrect installation/assembly by the customer
Products that have been stored, assembled, or installed incorrectly, used inappropriately or cleaned using the wrong cleaning methods or cleaning products. (eg, upholstery furniture will lighten over time if it’s exposed to direct sunlight)
Cracks developed due to the displacement of the product
Decaying of wood due to consistent exposure to water
In response to seasonal climate variations, solid wood will contract and expand throughout the life of the product, and it does not cover under the warranty section (for solid wood furniture).
Joint lines, wood grains, or other issues related to the natural characteristics of wood are not defects and are not covered under warranty. In addition, any claim for seasonal splits or joint opening is limited to the warranty period from the time of purchase (for solid wood furniture).
Upholstery fabrics such as seat covers have no warranty. For upholstery products, the warranty applies to the frame and mechanisms, if any.
Non-standard dry-cleaning procedures or the use of harsh chemicals.
Consistent with industry benchmarks, variations of up to 2 inches in the dimensions of furniture pieces are acceptable. Such discrepancies are typical due to the nature of materials and manufacturing processes and do not impair the quality or functionality of products. As such, these variations are not covered under our warranty.
As per the industry standards, unevenness of upto 5mm (including gaping) due to variations in floor and surface levels is considered acceptable and does not constitute a defect under our warranty terms.
Please note that our product warranties will be terminated if the product is relocated from its original delivery location. Relocating your product to a new address effectively ends the warranty period. To avoid voiding your warranty, please consider this before planning any relocation of your purchased items.
The warranty on our products will be considered null and void if any installation, assembly, or repair has been carried out by a third party not authorized by Custom Couch. To maintain your warranty coverage, please ensure that all installations and repairs are conducted by approved Custom Couch professionals.
Warranty Contact
In case of any issues, please raise a ticket through the Help Centre, and we will resolve your query at the earliest.
