Refund Policy

Last Updated: 28 jan 2024

4.1 General Policy – No Return and No Refund

Marrow Industries Pvt. Ltd., operating under the brands Cossy Seating and Export Quality Furniture (“Company”, “we”, “our”, or “us”), maintains a strict No Return and No Refund policy.

All sales are considered final once an order is placed and payment is successfully processed, except in limited circumstances expressly described in this policy.

Customers are advised to review product specifications, dimensions, materials, and other details carefully before placing an order.

4.2 Replacement Policy (At Company’s Sole Discretion)
4.2.1 Limited Replacement Eligibility

If a product is received with a verified manufacturing defect or has been damaged during transit, the Company may, at its sole and absolute discretion, offer a replacement of the defective product.

4.2.2 Replacement Is Not a Customer Right

Replacement shall not be considered a guaranteed right of the Customer, but rather a discretionary remedy offered by the Company after reviewing the evidence and circumstances of the claim.

The Company reserves the right to approve or reject replacement requests without assigning any reason, subject to applicable law.

4.3 Mandatory Conditions for Replacement Requests

To qualify for any replacement request, the Customer must strictly comply with the following conditions:

4.3.1 Mandatory Unboxing Video

The request must be supported by a clear, continuous, and unedited unboxing video, recorded from the moment the sealed package is received until the product is fully unpacked and inspected.

The video must clearly display:

the condition of the sealed packaging

the full unpacking process

the condition of the product from multiple angles.

Failure to provide such video evidence will result in automatic rejection of the claim.

4.3.2 Claim Timeline

All claims must be submitted within 48 hours of delivery.

Claims raised after the 12-hour period shall not be entertained under any circumstances.

4.3.3 Product Condition

The product must:

remain unused

be returned in its original packaging

include all accessories, parts, tags, and protective materials

The Company reserves the right to reject replacement requests if the product has been used, modified, assembled improperly, or damaged after delivery.

4.4 Exceptional Returns and Restocking Fee

In extremely rare cases where the Company agrees to accept a return that does not fall under manufacturing defect or transport damage, such return shall be subject entirely to the Company's discretion.

If such return is approved, the following deductions shall apply:

Restocking fee of 25% of the invoice value OR ₹500 (whichever is higher)

Original shipping charges

Return transport charges

Handling and inspection charges

Any remaining amount, if applicable, may be processed only after inspection of the returned Goods.

The Company reserves the right to refuse return requests without assigning any reason.

4.5 Customized and Made-to-Order Products
4.5.1 Strict Non-Returnable Policy

Products that are customized, modified, or manufactured according to Customer specifications are strictly non-returnable and non-refundable under any circumstances.

4.5.2 Custom Order Terms

Customized products shall be governed by Clause 2.4 (Custom Orders) of the Terms & Conditions, including provisions relating to:

advance payment forfeiture

non-cancellation of customized orders

storage charges

delayed lifting of orders.

4.6 No Chargeback Policy

By placing an order through the Site or through any other sales channel of the Company, the Customer expressly agrees not to initiate a chargeback, payment reversal, or dispute with their bank or payment gateway provider without first contacting the Company.

If a chargeback is initiated:

the Company reserves the right to dispute the chargeback

the Company may initiate legal action for recovery of the amount

the Customer shall be liable for all legal costs, recovery expenses, interest, and damages incurred by the Company

Initiating fraudulent chargebacks may also result in legal proceedings under applicable laws.

4.7 Replacement Process

If a replacement request is approved:

The Company may arrange pickup of the defective product, subject to logistical feasibility, or may request the Customer to arrange return transport.

Replacement will be processed only after inspection and confirmation of the defect by the Company.

Replacement is subject to product availability in stock.

If the original product is unavailable, the Company may, at its sole discretion:

provide a replacement product of similar or equivalent value, or

provide store credit for future purchases.

4.8 Limitation of Liability

To the maximum extent permitted under applicable law, the total liability of Marrow Industries Pvt. Ltd. in relation to any refund, return, replacement, or product claim shall not exceed the invoice value of the product purchased.

The Company shall not be liable for any indirect, incidental, or consequential losses, including but not limited to loss of business, inconvenience, installation costs, or third-party service costs.

4.9 Applicability to Online and Offline Sales

This Refund & Return Policy shall apply equally to all purchases made from the Company, including:

orders placed on https://cossyseating.com

orders placed through digital platforms, payment links, or messaging applications

orders placed through physical showroom or offline sales

These terms shall be considered binding for all transactions conducted with Marrow Industries Pvt. Ltd.