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Returns and Warranty

Crafts Mill Warranty, Transit Damage & Returns Policy

At Crafts Mill, we take care to manufacture and deliver furniture that is built for normal residential use. This page explains the warranty support available on Crafts Mill products, including transit damage support and manufacturing warranty coverage.

Please read this policy carefully before placing an order. By purchasing from Crafts Mill, you agree to the terms below, along with our Terms and Conditions, Shipping & Payments Policy and Privacy Policy.

For warranty support, please contact: support@craftsmill.in

Summary of Warranty Coverage

Crafts Mill provides two kinds of warranty support:

1. Transit Damage Support

If a product is broken or damaged during transit, Crafts Mill will review the issue based on images, videos, delivery condition and internal assessment. Depending on the nature of the damage, Crafts Mill may repair the product, replace the damaged part, or replace the product where repair is not reasonably possible.

Transit damage must be reported with clear images and/or videos within 24–48 hours of delivery. Visible defects, transit damage or variance from the order details must be reported as early as possible and no later than 7 days from delivery. Issues not reported within this period may be treated as accepted delivery condition and may not be covered.

2. Manufacturing Warranty

Crafts Mill provides a limited warranty against manufacturing defects, subject to the terms below.

All products except sofas: 1-year limited manufacturing warranty from the date of delivery.
Crafts Mill sofas: 3-year limited sofa warranty, as explained separately below.

The warranty applies only where the product has been properly stored, handled, assembled, maintained and used under normal residential conditions.

Warranty Claim Requirements

To make a warranty claim, the customer must provide:

Original purchase receipt or invoice.
Clear images and/or videos of the issue.
Order details, delivery date and customer contact details.
Any additional information reasonably requested by Crafts Mill to assess the issue.

Crafts Mill may require inspection by its team, service partner, logistics partner or any authorised representative before approving repair or replacement.

Warranty claims must be raised within the relevant warranty period.

What Counts as a Manufacturing Defect?

A manufacturing defect means an imperfection in the material, wooden frame, workmanship, construction or joinery that materially affects the normal use of the product.

For eligible manufacturing defects, Crafts Mill may repair the product or provide a reasonably equivalent replacement. Replacement or repair does not extend the original warranty period.

1-Year Limited Warranty for Non-Sofa Products

For all Crafts Mill products except sofas, Crafts Mill warrants that the product will be free from material manufacturing defects in material and workmanship for 1 year from delivery, provided the product is used under normal residential conditions.

If a valid manufacturing defect is found during the warranty period, Crafts Mill will, at its discretion, repair the product, repair or replace the affected part, or provide a reasonably equivalent replacement product.

Replacement furniture, if approved, will be of equal or reasonably equivalent value to the original purchase price. No cash refund is available under warranty.

Transit Damage Policy

Furniture is shipped through road/surface transport and handled by logistics partners. While Crafts Mill takes care in packing and dispatch, transit-related damage may occasionally occur.

If a product is received broken, damaged or visibly affected in transit, the customer must:

Take clear images and videos of the packaging and product.
Share the images/videos with Crafts Mill within 24–48 hours of delivery.
Avoid using, modifying, repairing or disposing of the product or packaging until Crafts Mill has reviewed the issue.
Cooperate with reasonable inspection or service assessment if required.

Depending on Crafts Mill’s assessment, the remedy may include repair, part replacement, service visit, or product replacement if repair is not reasonably possible.

Transit damage claims raised late, without proof, after use/modification, or after disposal of packaging/product evidence may not be accepted.

3-Year Limited Warranty on Crafts Mill Sofas

Crafts Mill sofas carry a 3-year limited warranty on eligible manufacturing defects, subject to the terms and exclusions below.

What is Covered

1. Sofa Frame

Crafts Mill sofa frames are made using solid wood and plywood support. If the frame is found to be structurally weak or gives way during the warranty period due to a manufacturing defect, Crafts Mill may repair or replace the product with a similar product or a product of equal value.

Repair and replacement support is available for eligible issues reported within the approved period. Full product replacement, where applicable, is generally limited to issues identified soon after delivery. Repair support may continue for the duration of the warranty period, subject to assessment.

2. Other Manufacturing Defects

The sofa warranty may cover manufacturing issues such as upholstery paneling coming out, poor stitching quality, or displacement of the seat or foam from its original position, where these issues are caused by manufacturing defects and not by misuse, wear and tear, improper movement or external damage.

3. Faulty Manufacturing and Construction

If the sofa is received with a serious manufacturing issue such as a broken frame, broken arms, irreparably damaged upholstery or damaged foaming, the customer must raise the claim within 48 hours of delivery with clear images and videos. If the issue is approved after assessment, Crafts Mill will arrange repair or replacement as applicable.

What is Not Covered Under Warranty

This warranty does not cover:

Damage caused by improper storage, handling, assembly, maintenance or use.
Damage caused by product modification, intentional damage, accident, misuse, abuse or negligence.
Damage caused by moving the product improperly, including damage to sofa legs or furniture legs.
Normal wear and tear due to age, daily use, fabric use, leather use or cushion softening.
Wearing, staining, fading, loosening of fabric, leather or upholstery material.
Fabric, leather and upholstery material wear, including natural fading or deterioration over time.
Buttons on tufted products covered with fabric or leather.
Variations in colour, grain or texture in natural materials such as wood, fabric and leather.
Marginal seasonal expansion and contraction of large wooden items.
Glass, concrete and other extremely fragile items.
Labour, assembly or any additional expenditure not expressly approved by Crafts Mill.
Commercial use, institutional use, office use, hospitality use or use outside a personal residential setting.
Products used in a commercial establishment or purchased for commercial use, including purchases made using a commercial GST number, where applicable.
Products repaired, reupholstered, modified or handled by any person other than Crafts Mill or its authorised service partners.
Customised products created on request, except where a manufacturing defect is accepted by Crafts Mill after assessment.
Products not installed within 1 week of delivery where the delay contributes to the issue.
Damage not declared within the required reporting period after delivery.
Damage caused while the product is held at a shipping partner or delivery partner warehouse due to customer unavailability, incorrect address, delayed acceptance of delivery or any issue pending from the customer’s side.

Residential Use Only

Crafts Mill warranties apply only to the original purchaser and only for normal residential, non-commercial use.

The warranty is non-transferable. It does not apply to resale products, second-hand products, commercial-use products, or products used in a non-household setting.

Repair, Replacement and Limitation of Liability

If a warranty claim is approved, Crafts Mill may repair the product, repair or replace the affected part, or provide a reasonably equivalent replacement product.

Replacement or repair of a product does not restart or extend the original warranty period.

No cash refund is available for warranty claims.

To the maximum extent permitted by applicable law, Crafts Mill’s liability for any warranty claim shall not exceed the original purchase price paid for the product. Crafts Mill shall not be liable for incidental, indirect, special or consequential losses, including but not limited to inconvenience, loss of time, labour costs, third-party repair costs, storage costs or any additional expenditure.

Returns, Cancellations and Refunds

Crafts Mill does not accept returns or refunds once a product has been purchased, except where expressly approved under this policy or the applicable order terms.

Crafts Mill does not offer change-of-heart returns or exchanges.

Orders may be cancelled only if the cancellation request is made within 24 hours of booking, subject to the applicable cancellation terms. In such approved cases, the refund will be transferred to a bank account or UPI ID after deducting payment gateway charges of 2% plus GST.

Custom orders, made-to-order products, personalised products, final sale products and clearance products cannot be cancelled, changed, returned or refunded once production has started or the order has been confirmed.

How to Raise a Warranty Claim

To raise a warranty claim, email support@craftsmill.in with:

Order number
Invoice or proof of purchase
Delivery date
Product name
Clear images and videos of the issue
A short explanation of the problem

Crafts Mill will review the claim and may ask for additional information, inspection or service assessment before confirming the next steps.

Important Note

Warranty approval depends on the nature of the issue, timing of the claim, product condition, usage, available proof and Crafts Mill’s assessment. This policy does not cover misuse, normal wear and tear, customer-side handling issues, unauthorised repairs, natural material variation or issues reported outside the required period.

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