Replacement Policy

At Raj & Raj Pvt. Ltd., we are committed to delivering quality furniture and ensuring customer satisfaction.

This Replacement Policy explains the conditions and procedures for requesting a repair or replacement of products purchased through our website.

Our policy covers furniture products, including steel almirahs, wardrobes, lockers, dressing tables, shoe racks, storage cabinets, office furniture, and other related products.

Customers may request a repair or replacement in the following circumstances:

• The product is damaged during transportation or delivery.
• The product has a manufacturing defect.
• The wrong product has been delivered.
• The product has missing or defective components.
• The product is materially different from its advertised or agreed specifications.
• A repair or replacement is otherwise required under applicable law.

All requests will be reviewed based on the nature of the issue and applicable consumer protection requirements.

To help us investigate the issue, customers should provide:

• Order number.
• Registered customer name and contact details.
• Description of the issue.
• Clear photographs or videos showing the damage or defect.
• Photographs of the packaging, where available.

The 48-hour reporting period helps us investigate delivery-related issues promptly. It does not remove statutory rights or remedies available under applicable law.

To request a repair or replacement:

1. 1Contact our customer support team at support@rajandraj.co.
2. 2Provide your order number and registered contact details.
3. 3Explain the damage, defect, or other issue.
4. 4Attach supporting photographs or videos, where applicable.
5. 5Provide additional information reasonably required by our team.

Our support team will review the request and communicate the next steps.

Depending on the nature of the complaint, Raj & Raj may arrange an inspection of the product.

The inspection may help determine:

• Whether the product has a manufacturing defect.
• Whether the damage occurred during transportation or delivery.
• Whether any supplied component is missing or defective.
• Whether the issue can be resolved through repair.
• Whether replacement or refund is the appropriate remedy.

Customers will be informed of the inspection arrangements and the outcome.

Raj & Raj will generally follow this resolution approach:

Step 1: Repair

Where appropriate and reasonably possible, we will first attempt to repair the damaged or defective product.

Step 2: Replacement

If the issue cannot be satisfactorily resolved through repair, or repair is not reasonably possible, we may arrange a replacement with the same or an equivalent product, subject to availability and applicable law.

Step 3: Refund

If repair or replacement is unavailable, unsuccessful, or otherwise not an appropriate remedy, we will provide a refund or another remedy as required under applicable law.

The above sequence describes our standard resolution process. It does not restrict a customer's right to a different remedy where required by applicable law.

Replacement requests will be subject to product availability and the circumstances of the claim.

Where the same product is unavailable, our team will communicate the available alternatives.

No substitute product will be supplied without the customer's agreement where such agreement is required.

If a suitable replacement cannot be provided, an appropriate alternative remedy, including a refund where applicable, will be considered.

For approved claims involving damaged, defective, incorrect, or otherwise eligible products where Raj & Raj is responsible:

• Raj & Raj will arrange the necessary pickup.
• The company will bear applicable return transportation charges.
• The company will bear applicable replacement delivery charges.
• Customers will be informed about pickup and delivery arrangements.

Customers are encouraged to retain the original packaging, accessories, components, and invoice wherever possible.

For damaged, defective, or incorrect products, an opened package or reasonable handling required to identify the issue will not automatically disqualify a valid claim.

Claims will be assessed based on the nature of the issue, available evidence, and applicable consumer protection laws.

A replacement or free repair may not be available where the reported issue is caused by:

• Improper use or handling by the customer.
• Accidental damage after delivery.
• Unauthorised modifications.
• Negligence or failure to follow reasonable product care instructions.
• Normal wear and tear.
• Damage resulting from misuse or overloading.

These exclusions apply only to the extent permitted by applicable law and do not affect any valid statutory consumer rights.

The time required to complete a repair or replacement may vary depending on:

• The nature of the reported issue.
• Product inspection requirements.
• Availability of spare parts.
• Product availability.
• Transportation and delivery arrangements.

Our customer support team will communicate the expected resolution timeline after reviewing the request.

We will handle all claims within applicable legal requirements.

Where a product is covered under a warranty, repair and replacement requests may also be handled in accordance with the applicable product warranty terms.

Customers should retain their purchase invoice and warranty documentation when submitting a warranty-related request.

Nothing in this Replacement Policy limits statutory rights relating to defective products, product safety, or other remedies available under Indian law.

For replacement or repair requests, please contact:

Please include your order number, a description of the issue, and supporting photographs or videos where applicable.