Shipping, Returns & Cancellation Policy

Crosby | Luxury Bespoke Furniture

Introduction

At Crosby, we are dedicated to creating exceptional bespoke furniture that represents the finest synthesis of traditional Indian craftsmanship and contemporary design. Each piece we create is individually handcrafted to your exact specifications, making every order unique and personal to you.

Shipping & Delivery Policy

Crosby | Luxury Bespoke Furniture

Introduction

Welcome to Crosby's Shipping and Delivery Policy. This comprehensive document outlines our manufacturing timelines, delivery procedures, and service standards for luxury bespoke furniture. Our commitment to excellence encompasses every aspect of your experience—from initial consultation through final installation—ensuring transparency, reliability, and the pristine delivery of your custom-crafted pieces.

At Crosby, we bridge traditional Indian artisanship with contemporary design excellence, creating furniture that transcends mere function to become enduring works of art. This policy reflects our dedication to delivering not just furniture, but an exceptional service experience worthy of your investment.

1. Bespoke Manufacturing & Production Timelines

1.1 Our Made-to-Order Philosophy

Crosby specializes exclusively in bespoke furniture, where traditional Indian craftsmanship meets contemporary design sensibility. Each piece is individually handcrafted to your exact specifications, incorporating your preferences for dimensions, materials, finishes, and design elements. As a luxury made-to-order atelier, we prioritize precision, authenticity, and exceptional quality over expedited production, ensuring every creation meets our exacting standards and your vision.

1.2 Standard Production Periods

Our production timelines reflect the meticulous nature of handcrafted luxury furniture and vary according to product complexity and artisanal techniques required:

Product Category	Production Timeline
Console Tables & Side Tables	35–45 working days
Dining Tables & Coffee Tables	40–55 working days
Seating (Chairs, Benches, Ottomans)	35–50 working days
Upholstered Furniture (Sofas, Lounges, Daybeds)	30–45 working days
Beds & Bespoke Headboards	45–60 working days
Storage Furniture (Cabinets, Sideboards, Credenzas)	50–70 working days
Room Dividers & Decorative Screens	40–55 working days
Statement Mirrors & Decorative Frames	30–40 working days
Wall Art, Panels & Sculptures	25–35 working days

Please Note: These timelines commence upon receipt of advance payment and final design approval. Production timelines may extend during peak seasons (October–March) or festive periods.

1.3 Custom Design Modifications & Bespoke Commissions

For orders requiring substantial customization—including significant alterations to standard dimensions, bespoke finishes, specialized or imported materials, complex inlay work, or entirely original designs—please allow an additional 10–21 working days for:

In-depth design consultation and conceptual development
Specialty material sourcing and selection
Sample creation, finishing trials, and client approval cycles
Technical drawing preparation and structural engineering
Artisan coordination for specialized techniques (e.g., bone inlay, metal work, hand-carving)

For fully bespoke commissions requiring extensive design development, timelines will be confirmed during initial consultation based on project scope and complexity.

1.4 Craftsmanship & Quality Assurance Standards

Our production processes honour centuries-old artisanal traditions while adhering to contemporary quality benchmarks, including:

Standards established by the Crafts Council of India
Traditional Indian furniture-making practices refined across generations
International quality protocols for luxury furniture manufacturing
Sustainable sourcing guidelines for materials and finishes

Each piece undergoes rigorous multi-stage quality inspection to ensure structural integrity, finish perfection, design accuracy, and long-term durability. Our master craftsmen take personal pride in every creation that bears the Crosby name.

2. Shipping Procedures & Transit Times

2.1 Pre-Dispatch Quality Control

Upon completion of manufacturing, each item undergoes comprehensive preparation before dispatch:

Final Quality Inspection: Exhaustive assessment of finish quality, structural integrity, joinery precision, and design accuracy
Photography & Documentation: Professional photography for your records and our quality archives
Premium Packaging: Multi-layer protective packaging using industrial-grade materials conforming to ISO 9001 quality handling standards
Dispatch Preparation: Secure labeling, documentation preparation, and logistics coordination

2.2 Packaging Standards

Understanding that luxury furniture requires exceptional protection, we employ industry-leading packaging methods:

Multiple Protection Layers: Soft cloth wrapping, bubble wrap, foam padding, and corner protection
Custom Crating: Wooden crates or reinforced cartons designed specifically for each piece's dimensions and fragility
Moisture Protection: Weather-resistant external packaging with moisture barriers
Handling Instructions: Clear external labeling indicating fragile contents and proper handling orientation

All packaging materials and procedures reference BIS (Bureau of Indian Standards) transportation and packaging guidelines, alongside ISO 9001 quality management protocols.

2.3 Dispatch Locations & Logistics Partners

All orders are dispatched from our Delhi manufacturing facility and warehouse. We partner exclusively with premium logistics providers specializing in high-value furniture transportation, ensuring:

GPS-enabled tracking throughout transit
Trained handling personnel experienced with luxury furniture
Insurance coverage for the full value of your order
Climate-controlled transportation where applicable

Important: Shipping duration is calculated from the date of dispatch, following completion of manufacturing and quality approval.

2.4 Standard Delivery Timelines

Delivery Location	Estimated Transit Time
Delhi & NCR (Gurgaon, Noida, Ghaziabad, Faridabad)	2–5 working days
Major Metropolitan Cities (Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune)	7–12 working days
Tier-II Cities & State Capitals	10–15 working days
Remote Locations & Northeast India	15–21 working days

International Shipping: For orders to Dubai, UAE, and other international destinations, delivery timelines range from 21–35 working days depending on customs clearance and destination. International shipping terms will be confirmed separately during order processing.

2.5 Order Tracking & Communication

Upon dispatch, you will receive:

Tracking number and logistics partner details via email and WhatsApp
Estimated delivery date window
Direct contact information for the logistics partner
Real-time updates at key transit milestones

Our customer care team proactively monitors all shipments and will contact you prior to delivery to coordinate timing and access requirements.

3. Delivery Procedures & Customer Responsibilities

3.1 Delivery Coordination

Our logistics partners will contact you 24–48 hours prior to delivery to:

Confirm delivery date and time window
Verify delivery address and access requirements
Discuss any special handling needs (e.g., narrow staircases, elevators, building access restrictions)
Coordinate presence of recipient for acknowledgment

3.2 Delivery Inspection Protocol

Critical: It is imperative that you inspect your furniture thoroughly upon delivery while the logistics personnel are present. This inspection protects both parties and ensures prompt resolution of any transit-related issues.

Required Steps:

Examine External Packaging: Check for visible damage, crushing, or water marks before accepting delivery
Supervised Unboxing: Open packaging in the presence of delivery personnel
Comprehensive Inspection: Examine all surfaces, joints, finishes, and structural elements for damage, defects, or discrepancies
Immediate Documentation: If any issues are identified, photograph them immediately and note them on the delivery receipt before signing
Conditional Acceptance: Sign delivery receipt with specific notes regarding any concerns or damages observed

Important: Claims for transit damage or product defects that are not noted at the time of delivery and documented on the delivery receipt may not be eligible for resolution under our replacement policy.

3.3 Installation & Placement Services

Standard Delivery: Includes transportation to your ground floor or building entrance. Logistics partners will bring items to your door but do not provide installation or assembly services.

White Glove Service (Available in Select Cities): For an additional fee, we offer premium delivery including:

Room placement and unpacking
Assembly and installation by trained technicians
Packaging material removal
Basic positioning and leveling

Please inquire about White Glove Service availability when placing your order.

4. Delivery Exceptions & Force Majeure

4.1 Factors Beyond Our Control

While we maintain rigorous production schedules and partner with reliable logistics providers, certain external factors may occasionally affect delivery timelines:

Raw material procurement delays from artisan suppliers
Extreme weather conditions affecting transportation
Transportation strikes, road closures, or infrastructure disruptions
Customs delays for imported materials or international shipments
Government-imposed restrictions or lockdowns
Natural disasters or force majeure events

In accordance with consumer guidelines issued by the Department of Consumer Affairs, Government of India, all delivery timelines provided are estimates and not guaranteed delivery dates. Such delays do not qualify as grounds for order cancellation or refund under our policies.

4.2 Proactive Communication

Should any delay be anticipated, our team will:

Notify you promptly with updated timeline estimates
Provide regular progress updates throughout the delay period
Work diligently to minimize any timeline extensions
Offer transparent explanations regarding the nature of delays

4.3 Time-Sensitive Requirements

If you have a specific deadline or event-driven delivery requirement, please contact us prior to placing your order via:

WhatsApp: +91 8826860000
Email: care@crosby.co.in

We will assess whether your timeline can be accommodated and provide realistic guidance. Rush orders may incur additional fees and are subject to artisan availability and material procurement timelines.

5. Order Cancellation Policy

5.1 Cancellation Window

To protect both our artisans' time and your interests, orders may be cancelled within 24 hours of placement and advance payment, provided:

Production has not yet commenced
Materials have not been procured specifically for your order
Designs have not been finalized and sent to artisans

After 24 Hours: Once production commences, orders enter our manufacturing workflow involving multiple artisans, material procurement, and specialized processes. Therefore, cancellations are no longer possible, and advance payments become non-refundable.

5.2 Cancellation Process

To request cancellation within the permitted window:

Contact us immediately via WhatsApp (+91 8826860000) or email (care@crosby.co.in)
Provide your order number and confirmation details
Await written confirmation of cancellation approval
Refund processing (if applicable) will be completed within 7–10 working days

Note: A 10% administrative fee may be deducted from refunds to cover processing costs, design consultation time, and payment gateway charges.

6. Returns, Replacements & Damage Resolution

6.1 Return Policy for Bespoke Furniture

As each Crosby piece is handcrafted to order according to your specific requirements, we do not accept returns or exchanges based on:

Change of mind or design preference
Colour variation from digital representations (natural materials exhibit inherent variation)
Minor wood grain differences, natural markings, or characteristic imperfections in natural materials
Dimensional differences within industry-standard tolerances (±5mm for handcrafted furniture)

This policy is standard practice for bespoke luxury furniture and ensures the economic viability of artisan-crafted work.

6.2 Manufacturing Defects & Quality Issues

We stand behind the quality of our craftsmanship. If your furniture exhibits genuine manufacturing defects or fails to meet agreed specifications:

Eligible Issues:

Structural defects affecting functionality or safety
Significant finish defects (not minor inherent material characteristics)
Incorrect dimensions beyond acceptable tolerances
Missing components or hardware
Defects in joinery or construction

Resolution Process:

Immediate Notification: Contact us within 48 hours of delivery via email (care@crosby.co.in) with:
- Order number and delivery date
- Detailed description of the issue
- Clear photographs from multiple angles showing the defect
- Delivery receipt with any notes made during inspection
Assessment: Our quality team will review your submission within 2–3 working days
Resolution Options (at our discretion):
- On-site Repair: Our craftsmen will visit to repair the issue
- Replacement Parts: Affected components will be recreated and replaced
- Full Replacement: In cases of significant defects, we will recreate the entire piece
- Partial Credit: For minor issues you choose to retain, we may offer a price adjustment

6.3 Transit Damage

For items damaged during shipping:

Documentation Requirements:

Damage must be noted on the delivery receipt at time of delivery
Unboxing video (strongly recommended): Record the entire unboxing process showing sealed packaging through to revealing damage
Clear photographs of:
- External packaging showing damage
- Internal packaging and protective materials
- The damaged furniture from multiple angles
- Any shipping labels and package seals

Timeline: Transit damage claims must be submitted within 48 hours of delivery acceptance

Resolution: Upon verification, we will coordinate with logistics partners and provide:

Professional repair services at your location, or
Replacement of damaged components, or
Full replacement of the item (for severe damage)

Important: Without proper documentation at delivery time, transit damage claims cannot be processed, as determining whether damage occurred during transit or after delivery becomes impossible.

6.4 Exclusions

The following are not covered under our replacement policy:

Damage occurring after delivery and acceptance
Damage resulting from improper use, modification, or maintenance
Natural aging, patina development, or colour evolution in natural materials
Damage from exposure to extreme conditions (moisture, heat, direct sunlight)
Issues resulting from unauthorized repairs or modifications
Normal wear and tear through regular use

7. Failed Deliveries & Address Issues

7.1 Recipient Unavailability

If delivery cannot be completed due to recipient unavailability:

First Attempt: Logistics partner will attempt to contact you and may reschedule within the same delivery window
Rescheduling: Subsequent delivery attempts may incur rescheduling fees (₹500–₹2,000 depending on location and item size)
Storage Charges: If items must be returned to warehouse due to repeated failed attempts, storage charges of ₹500 per day apply after 7 days

7.2 Incorrect or Insufficient Address Information

If delivery fails due to incorrect, incomplete, or insufficient address information provided:

Re-delivery Charges: Full forward and return shipping costs will be deducted from any refund or applied to your account
Address Verification: Please ensure your delivery address is complete, accurate, and includes landmarks, building names, and specific location details

7.3 Refused Deliveries

If you refuse delivery without valid reason (e.g., no documented defects or damages):

Shipping Costs: Both forward and return shipping costs are non-refundable and will be deducted from any payment refund
Restocking Fee: A 25% restocking fee will apply to cover handling, storage, and administrative costs
COD Orders: For Cash on Delivery orders where advance payment (25–50%) has been made, advance payments are non-refundable

7.4 Access Restrictions

You are responsible for ensuring delivery vehicles can access your location and that furniture can be transported to your premises. This includes:

Verifying road access for delivery vehicles
Arranging building access permissions
Ensuring elevators or staircases can accommodate furniture dimensions
Coordinating with society/building management for delivery clearance

If special equipment (cranes, hoists, additional labor) is required, additional charges will apply and must be arranged prior to delivery.

8. Payment Terms & Security

8.1 Payment Schedule

Advance Payment: 50% of the total order value is required at the time of order confirmation to commence production

Balance Payment: The remaining 50% is due:

Prior to dispatch for prepaid orders, or
Upon delivery for Cash on Delivery (COD) orders in select locations

International Orders: Full payment or 70% advance payment required before production, with terms confirmed during order processing

8.2 Accepted Payment Methods

Bank Transfer (NEFT/RTGS/IMPS)
UPI Payments
Credit/Debit Cards (via secure payment gateway)
Cash on Delivery (select locations and order values only)

All online transactions are processed through secure, PCI-DSS compliant payment gateways ensuring complete protection of your financial information.

9. International Shipping

9.1 Available Destinations

Crosby currently ships to:

United Arab Emirates (Dubai, Abu Dhabi, and other emirates)
Other international locations upon request (contact us for feasibility assessment)

9.2 International Shipping Terms

Delivery Timeline: 21–35 working days from dispatch (post-manufacturing)
Customs & Duties: Customer is responsible for all customs duties, import taxes, and clearance fees in the destination country
Documentation: We provide all necessary export documentation, commercial invoices, and certificates of origin
Insurance: International shipments include comprehensive insurance coverage
Terms: Shipping terms (FOB, CIF, etc.) will be confirmed during order processing

9.3 International Returns

Due to the complexity and cost of international shipping, returns of international orders are not accepted except in cases of significant manufacturing defects or shipping damage verified through proper documentation.

10. Customer Care & Support Commitment

10.1 Our Service Promise

At Crosby, our relationship with you extends far beyond the initial sale. We are committed to:

Transparent communication at every stage of your order
Prompt response to inquiries and concerns
Professional resolution of any issues that arise
Long-term support for maintenance and care guidance
Building lasting relationships with our discerning clientele

10.2 Contact Information

Our customer care team is available Monday–Saturday, 10:00 AM–7:00 PM IST:

Email: care@crosby.co.in
WhatsApp: +91 8826860000
Response Time: We strive to respond to all inquiries within 24 hours (within 4 hours for urgent delivery-related matters)

For time-sensitive matters or urgent assistance during transit, WhatsApp is the fastest communication channel.

10.3 Feedback & Continuous Improvement

Your experience and feedback are invaluable in helping us refine our services. We welcome your thoughts, suggestions, and testimonials. Please share your Crosby experience with us—both praise and constructive criticism help us maintain our commitment to excellence.

11. Care & Maintenance Guidance

11.1 Post-Delivery Support

Upon delivery, we provide:

Detailed care and maintenance instructions specific to your furniture's materials and finishes
Recommended cleaning products and techniques
Environmental placement guidance (humidity, sunlight exposure)
Touch-up kits for minor finish maintenance (for select finishes)

11.2 Ongoing Maintenance Services

For our valued clients, we offer:

Annual maintenance consultations
Professional restoration and refinishing services
Repair services for accidental damage
Upholstery refreshment and refabricating

12. Legal & Regulatory Compliance

This Shipping and Delivery Policy operates in accordance with:

Consumer Protection Act, 2019 (India)
Department of Consumer Affairs guidelines
Bureau of Indian Standards (BIS) packaging and transportation standards
ISO 9001 quality management principles
E-Commerce Rules and Regulations as applicable in India

13. Policy Updates & Modifications

Crosby reserves the right to modify this Shipping and Delivery Policy periodically to reflect operational improvements, regulatory changes, or service enhancements. The current version is always available on our website, and significant changes will be communicated to customers with active orders.

Policy Effective Date: January 2025
Last Updated: January 2025

14. Dispute Resolution

In the unlikely event of a dispute regarding shipping, delivery, or product quality:

Internal Resolution: Contact our customer care team first for amicable resolution
Escalation: If unresolved, matters may be escalated to senior management
Legal Jurisdiction: All disputes fall under the jurisdiction of Delhi courts, India

We are committed to fair, transparent resolution and will work earnestly to address any concerns to your satisfaction.

____________

Returns & Cancellation Policy

This Returns and Cancellation Policy has been developed to provide complete transparency regarding our approach to order modifications, cancellations, and product returns. We encourage you to review this policy carefully before placing your order, ensuring you understand both your rights and our commitments as we work together to create your perfect piece.

1. Understanding Bespoke Manufacturing

1.1 The Nature of Made-to-Order Furniture

Unlike mass-produced furniture, every Crosby piece begins its journey upon your order confirmation. Our process involves:

Sourcing specific materials according to your design specifications
Engaging master artisans who dedicate weeks to crafting your piece
Creating custom finishes, inlays, or specialized techniques unique to your order
Coordinating multiple workshops and craftspeople for complex pieces

This bespoke nature means that once production commences, we have committed substantial resources, materials, and artisan time specifically to your order. This fundamental characteristic shapes our cancellation and returns policies.

1.2 Quality Commitment

While our policies reflect the realities of bespoke manufacturing, they do not diminish our commitment to quality. We stand behind every piece we create and will address any legitimate quality concerns or manufacturing defects promptly and fairly.

2. Order Cancellation Policy

2.1 Cancellation Timeline

Within 24 Hours of Order Placement:

Orders may be cancelled within twenty-four (24) hours of order confirmation and advance payment receipt, subject to the following conditions:

Written cancellation request submitted via email to care@crosby.co.in or WhatsApp at +91 8826860000
Production has not yet commenced
Specialized materials have not been procured for your specific order
Design specifications have not been transmitted to artisan workshops

Processing: Approved cancellation requests will be acknowledged within 24 hours, and refunds will be processed within 7-10 working days.

Administrative Fee: A processing fee of 10% of the order value will be deducted to cover design consultation costs, administrative expenses, and payment gateway charges.

2.2 After the Cancellation Window

Beyond 24 Hours:

Once the 24-hour cancellation window has closed, production planning begins, including:

Material procurement from specialized suppliers
Workshop scheduling and artisan allocation
Technical drawing finalization and production preparation
Coordination with multiple craftspeople and vendors

At this stage, cancellations are no longer possible, and all advance payments become non-refundable. This policy protects both our artisan partners and the economic viability of handcrafted furniture production.

2.3 Cancellation Process

To request cancellation within the permitted timeframe:

Step 1: Contact us immediately via email (care@crosby.co.in) or WhatsApp (+91 8826860000) with the subject line "Cancellation Request – Order #[Your Order Number]"

Step 2: Provide the following information:

Complete order number
Order date and confirmation details
Reason for cancellation (optional but helpful for our improvement)
Original payment method details

Step 3: Await written confirmation of cancellation approval from our team

Step 4: Refund will be processed to the original payment method within 7-10 working days of approval

2.4 Order Modifications

Before Production Begins:

Minor modifications to design, dimensions, or finish may be possible within the first 24 hours, subject to feasibility assessment. Contact us immediately to discuss potential changes. Significant modifications may require additional time and cost adjustments.

After Production Commences:

Once production has begun, order modifications are generally not possible, as materials have been cut, finishes have been applied, or specialized work has commenced.

3. Returns Policy for Bespoke Furniture

3.1 General Return Policy

Standard Returns Not Accepted:

As each Crosby piece is custom-crafted to your specific requirements and specifications, we do not accept returns or exchanges based on:

Change of preference or design direction
Subjective dissatisfaction with aesthetic choices you approved
Minor variations in natural materials (wood grain patterns, natural markings, stone veining)
Colour variations between digital representations and physical materials (natural materials exhibit inherent variation)
Dimensional variations within industry-standard tolerances for handcrafted furniture (±5mm)
Personal circumstances changes (relocation, renovation changes, etc.)

This policy is consistent with industry standards for bespoke luxury furniture and reflects the custom nature of each commission.

3.2 When Returns or Replacements Are Warranted

Crosby honors its commitment to exceptional quality. Returns, replacements, or remediation will be provided in the following circumstances:

Manufacturing Defects:

Structural instability or joinery failures
Finish defects that significantly compromise appearance (excluding natural material characteristics)
Incorrect dimensions beyond acceptable handcraft tolerances
Hardware defects or missing components
Poor craftsmanship not meeting industry standards

Order Fulfillment Errors:

Completely incorrect item delivered (different design from order)
Wrong finish, material, or specifications from confirmed order details

Transit Damage:

Damage sustained during shipping and delivery (subject to proper documentation requirements detailed in Section 4)

3.3 Exclusions from Returns Policy

The following circumstances do not qualify for returns, replacements, or refunds:

Natural Material Characteristics:

Wood grain variations, knots, mineral streaks, or natural markings
Natural color variations within the same wood species
Patina development or natural aging of materials
Slight color differences between different pieces in the same order (natural materials from different sources)
Natural stone veining, color variation, or porosity

Dimensional Variations:

Variations within ±5mm for handcrafted furniture dimensions
Minor asymmetries inherent to handcrafted work

Post-Delivery Issues:

Damage occurring after delivery acceptance and sign-off
Damage from improper use, care, or maintenance
Exposure damage (water, extreme heat, direct sunlight, humidity)
Damage from attempted repairs, modifications, or alterations by third parties
Normal wear and tear from regular use

Subjective Assessments:

Personal preference changes
Color or finish dissatisfaction when delivered item matches approved specifications
"Not what I expected" when specifications were approved

4. Reporting Damage or Defects

4.1 Inspection at Delivery

Critical Importance of Delivery Inspection:

The single most important step in protecting your investment is thorough inspection at the time of delivery. This inspection establishes a clear record of the item's condition upon receipt and enables swift resolution of any issues.

Mandatory Inspection Protocol:

Upon delivery, you must:

Inspect external packaging for visible damage before accepting delivery
Open all packaging in the presence of delivery personnel
Conduct a comprehensive examination of all surfaces, joints, finishes, and structural elements
Document any concerns immediately with photographs
Note any damage or defects specifically on the delivery receipt before signing
If damage is discovered, mark "Received with damage" and describe the issue on the delivery acknowledgment

Important: Signing the delivery receipt without noting damage or defects constitutes acceptance that the item was received in good condition. Claims submitted later without delivery documentation may not be eligible for resolution.

4.2 Documentation Requirements

To ensure fair and efficient processing of damage or defect claims, comprehensive documentation is required:

Mandatory Documentation:

Written Notification: Email to care@crosby.co.in within 24 hours of delivery including:
- Order number and delivery date
- Detailed description of the issue
- Delivery receipt showing noted damage (if applicable)
Photographic Evidence:
- Multiple clear, well-lit photographs of the damaged/defective area from various angles
- Wide shots showing the entire piece for context
- Close-up shots clearly showing the specific defect or damage
- Photographs of packaging (both exterior and interior) if claiming transit damage
- Photos of any shipping labels and seals
Unboxing Video (Strongly Recommended, Mandatory for Glass/Mirror Items):
- Continuous video recording from sealed packaging through complete unboxing
- Clear footage of removing packaging materials
- Comprehensive visual inspection revealing any damage or defects
- Audio narration describing what is being shown (helpful but not required)

Special Requirements for Glass, Mirror, and Fragile Items:

Complete unboxing video is mandatory for all claims involving glass, mirrors, marble, or other fragile materials. Without video evidence, determining whether damage occurred during transit versus after delivery is impossible, and claims cannot be processed.

4.3 Reporting Timeline

24-Hour Window:

All damage or defect claims must be reported within twenty-four (24) hours of delivery. This timeline ensures:

Fresh evidence and clear recollection of delivery condition
Ability to coordinate with logistics partners while delivery is recent
Swift resolution and minimal inconvenience to you

Late Reporting:

Claims reported after 24 hours may not be eligible for resolution, as determining the cause and timing of damage becomes impossible. We reserve the right to decline claims submitted beyond this window.

4.4 Claim Assessment Process

Upon receiving your claim with complete documentation:

Step 1 – Acknowledgment: You will receive acknowledgment of your claim within 24 hours

Step 2 – Review: Our quality team will review all documentation within 2-3 working days

Step 3 – Assessment: We may request additional information, photographs, or conduct a video inspection call

Step 4 – Resolution Proposal: We will propose an appropriate resolution within 5-7 working days of receiving complete documentation

Step 5 – Implementation: Approved resolutions will be implemented according to the agreed timeline

5. Resolution Options for Valid Claims

5.1 Available Remedies

When a claim is validated as a manufacturing defect or transit damage, we offer the following resolution options at our discretion based on the nature and severity of the issue:

On-Site Repair:

For repairable defects or damage, our skilled craftsmen will visit your location to:

Assess the issue in person
Perform professional repairs using appropriate materials and techniques
Restore the piece to intended condition
Ensure structural integrity and aesthetic consistency

Timeframe: Repair visits are typically scheduled within 7-14 days of claim approval, subject to craftsman availability and your scheduling preferences.

Component Replacement:

For issues isolated to specific components:

Affected parts will be recreated by our artisan workshops
Replacement components manufactured to exact specifications
Professional installation at your location or coordination for component exchange

Timeframe: Component recreation follows standard production timelines (typically 25-45 days depending on complexity) plus shipping and installation.

Full Replacement:

For severe defects or damage affecting the entire piece:

Complete recreation of the item to original specifications
Full production cycle following our standard timelines
Coordinated pickup of damaged item and delivery of replacement

Timeframe: Full replacement follows standard production timelines for that product category, typically 40-70 working days depending on piece complexity.

Partial Credit:

In cases where:

Minor defects exist that you prefer not to have repaired
You choose to retain a piece despite imperfections
Cosmetic issues don't affect functionality

We may offer a partial price adjustment reflecting the diminished value, allowing you to keep the piece at a reduced cost.

Refund:

Full refunds are rare and reserved for exceptional circumstances:

Fundamental structural defects that cannot be repaired
Severe fulfillment errors that cannot be corrected
Situations where replacement or repair is not feasible

Refund Processing: Approved refunds are processed within 10-15 working days to the original payment method.

5.2 Resolution Selection

Crosby reserves the right to determine the most appropriate resolution based on:

Nature and severity of the defect or damage
Feasibility of repair versus replacement
Customer location and accessibility for repair services
Material availability and production capacity

We will always discuss the proposed resolution with you and consider your preferences, while ensuring the solution is practical, fair, and maintains our quality standards.

6. Transit Damage Specific Provisions

6.1 Logistics Partner Coordination

All transit damage claims involve coordination with our logistics partners. Our comprehensive approach includes:

Insurance Coverage:

All Crosby shipments are fully insured for their complete value during transit. This insurance protects both parties and facilitates resolution of legitimate transit damage claims.

Shared Investigation:

We work collaboratively with logistics partners to:

Review delivery documentation and driver notes
Assess packaging integrity and protection methods
Determine cause and point of damage occurrence
Process insurance claims efficiently

6.2 Customer Responsibilities for Transit Claims

To enable successful transit damage claims:

Mandatory Actions:

Note visible packaging damage on delivery receipt before accepting
Conduct immediate inspection in delivery personnel presence
Document damage comprehensively (photos/video)
Report within 48 hours with complete documentation

Prohibited Actions:

Do not discard damaged packaging until claim is resolved
Do not attempt repairs on damaged items
Do not refuse delivery without photographing damage first

6.3 Glass and Mirror Damage Protocol

Given the fragility of glass and mirror items, we have established specific procedures:

Metropolitan Cities with Crosby Service Network:

If verified damage occurs and you are located in a city where Crosby maintains service partnerships:

Free replacement of damaged glass/mirror components
Professional installation by our approved technicians
Complete resolution at no cost to you

Locations Without Service Network:

For customers in areas where we don't have established service partnerships:

Financial reimbursement for local glass/mirror replacement
Reimbursement calculated at ₹100 per square foot of glass/mirror area
Customer arranges local fabrication and installation
Furniture frame retained with customer

Example Calculation:

Mirror dimensions: 6 feet × 3 feet = 18 square feet
Reimbursement: 18 sq.ft. × ₹100 = ₹1,800

Processing Timeline:

Claim submitted with video evidence within 48 hours
Assessment completed within 5 working days
Approved reimbursements processed within 10 working days

Exclusions:

Damage discovered after 48 hours
Claims without proper video documentation
Damage caused by improper handling after delivery
Unauthorized repair attempts

7. Failed or Refused Deliveries

7.1 Delivery Coordination Responsibilities

Successful delivery requires cooperation from both parties. Customers are responsible for:

Availability:

Being available or arranging recipient presence during confirmed delivery window
Responding to delivery coordination calls from logistics partners
Providing accurate contact information

Address Accuracy:

Ensuring delivery address is complete, accurate, and includes all necessary details
Providing landmarks, building names, floor numbers, and specific location information
Informing us of any access restrictions or special requirements

Access Arrangements:

Securing building/society entry permissions in advance
Ensuring delivery vehicles can access the location
Verifying that furniture can physically reach the delivery location (elevators, staircases, doorways)
Coordinating with building management for delivery clearances

7.2 Failed Delivery Due to Customer Unavailability

First Delivery Attempt:

If delivery cannot be completed due to customer unavailability, logistics partner will attempt to contact you and may store the item briefly for rescheduling.

Rescheduling Fees:

Subsequent delivery attempts incur rescheduling charges:

Metropolitan cities: ₹1,000-₹2,000 per reattempt
Other locations: ₹1,500-₹3,000 per reattempt
Charges vary based on distance, item size, and logistics partner rates

Storage Fees:

If items must be returned to warehouse due to repeated failed delivery attempts:

First 7 days: No storage charges
After 7 days: ₹500 per day storage charges apply
After 30 days: Crosby reserves the right to dispose of unclaimed items with no refund

7.3 Incorrect Address or Access Issues

Address Correction Fees:

If delivery fails due to incorrect, incomplete, or inaccessible address information:

Full forward and return shipping costs are customer responsibility
Address correction and redelivery charges apply
Charges typically range from ₹3,000-₹15,000 depending on location and item size

Access Restriction Issues:

If furniture cannot be delivered due to:

Building restrictions on delivery timing or access
Insufficient elevator or staircase dimensions
Gated communities without arranged access
Road access limitations for delivery vehicles

Additional charges for special equipment (cranes, hoists, extra labor) or alternative delivery arrangements will apply and must be approved before implementation.

7.4 Customer-Refused Deliveries

Refusal Without Valid Cause:

If you refuse delivery without documented damage or defects:

Financial Implications:

Forward shipping costs: Non-refundable
Return shipping costs: Deducted from any refund
Restocking fee: 25% of order value to cover handling, storage, and administrative costs
Net refund: Original payment minus all above charges

For COD Orders with Advance Payment:

Advance payment (typically 25-50%): Completely non-refundable
Only balance amount (if any) subject to deductions above

Documentation Requirement:

Delivery refusal without photographic evidence of defects or damage will be treated as refusal without valid cause.

8. Payment-Related Policies

8.1 Non-Refundable Advance Payments

All Advance Payments are Non-Refundable:

The advance payment (typically 50% of order value) required at order confirmation is non-refundable except in extraordinary circumstances at Crosby's sole discretion. This advance covers:

Direct Costs:

Material procurement specific to your order
Artisan workshop allocation and scheduling
Initial production phases and specialized preparations
Administrative and project management resources

Opportunity Costs:

Workshop capacity reserved exclusively for your commission
Materials purchased that may not be suitable for other projects
Artisan time allocation preventing other commissions

8.2 Cash on Delivery (COD) Terms

COD Availability:

Cash on Delivery is available for select locations and order values, subject to:

Advance payment of 25-50% at order confirmation
Balance payment upon delivery
Customer verification and order value assessment

COD Advance Non-Refundable:

The COD advance payment is completely non-refundable under all circumstances, including:

Customer-initiated cancellations
Delivery refusals
Failed deliveries due to customer unavailability
Address issues or access problems

8.3 Refund Processing

When Refunds are Approved:

In the rare circumstances where refunds are authorized:

Processing Timeline:

Refund initiated within 10-15 working days of approval
Credit to original payment method within 7-10 working days after initiation
Total timeframe typically 20-25 days from approval to account credit

Refund Method:

Online payments: Refunded to original payment method (card, UPI, bank transfer)
COD payments: Bank transfer via NEFT to customer-provided account details

Deductions:

Approved refunds may be subject to deductions including:

Payment gateway charges (typically 2-3%)
Administrative processing fees (typically 10%)
Shipping costs (as applicable)
Restocking fees (as applicable)
Any incurred costs specific to that order

9. Rights and Limitations

9.1 Crosby's Right to Refuse

Crosby reserves the right to decline returns, replacements, or refund requests in the following circumstances:

Insufficient Evidence:

Missing mandatory documentation (photos, videos, delivery receipts)
Incomplete or unclear evidence that prevents proper assessment
Refusal to provide requested additional information or access for inspection

Customer-Caused Issues:

Damage clearly occurring after delivery and acceptance
Damage from improper assembly, installation, or use
Issues resulting from unauthorized modifications or repairs
Exposure to conditions beyond product specifications

Policy Violations:

Failure to report within required 48-hour window
Delivery acceptance without noting visible damage
Discarding packaging before claim resolution
Attempting to circumvent policies

Fraudulent Activity:

Suspected fraudulent claims or documentation
Conflicting information or inconsistent accounts
Pattern of repeated claims across multiple orders
Any attempt to deceive or misrepresent circumstances

9.2 Customer Rights

Customers retain the following rights:

Escalation:

Right to escalate concerns to senior management if resolution is unsatisfactory
Contact information for escalation will be provided upon request

Consumer Protection:

All consumer rights under the Consumer Protection Act, 2019 (India)
Right to approach consumer forums for unresolved disputes

Documentation Access:

Right to receive copies of order confirmations, invoices, and correspondence
Access to photographs and documentation in Crosby's possession regarding your order

10. Production and Delivery Delays

10.1 Delay Circumstances

While we strive for timely completion, certain factors may extend production or delivery timelines:

Production Delays:

Specialty material procurement challenges from artisan suppliers
Complex customization requiring additional refinement
Quality control requirements necessitating rework
Unforeseen technical challenges in specialized techniques
Peak season demand (October-March, festive periods)

Delivery Delays:

Weather disruptions affecting transportation
Transportation strikes or logistics disruptions
Customs delays for international materials
Infrastructure issues (road closures, regional restrictions)
Force majeure events beyond reasonable control

10.2 Delays Do Not Constitute Grounds for Cancellation

Important Policy Clarification:

Production or delivery delays, while regrettable, do not constitute valid grounds for:

Order cancellation beyond the standard 24-hour window
Refund requests
Compensation claims
Exception to standard policies

This position aligns with consumer guidelines from the Department of Consumer Affairs, Government of India, recognizing that delivery timelines for bespoke products are estimates, not guarantees.

10.3 Communication During Delays

Our Commitment:

In the event of significant delays, we commit to:

Proactive communication updating you on status
Transparent explanation of delay causes
Revised timeline estimates
Regular progress updates until completion

Your Options:

If delays become substantial and problematic:

Discuss timeline concerns with our team
Consider mutually agreeable solutions
In extraordinary cases, Crosby may, at its sole discretion, offer alternatives including potential order cancellation with adjusted refund terms

11. Special Circumstances

11.1 Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including:

Natural disasters, pandemics, or health emergencies
Government actions, restrictions, or regulatory changes
Civil unrest, war, or terrorism
Extreme weather events
Widespread infrastructure failures

During force majeure events, we will communicate transparently and work toward reasonable solutions once circumstances permit.

11.2 Custom Orders and Unique Pieces

For exceptionally complex or high-value custom commissions, specific terms may be negotiated and documented separately in a detailed commission agreement. Such agreements will clearly outline:

Detailed specifications and approval processes
Modified timeline and milestone payments
Custom cancellation and modification terms
Enhanced documentation and progress reporting

12. Contact and Support

12.1 Customer Care Access

For all returns, cancellations, or concerns:

Email: care@crosby.co.in
WhatsApp: +91 8826860000
Hours: Monday-Saturday, 10:00 AM – 7:00 PM IST
Response Time: Within 24 hours for standard inquiries; within 4 hours for urgent delivery-related matters

12.2 Required Information When Contacting Us

To ensure efficient processing, please provide:

Order number and order date
Complete description of your concern or request
Your contact information and preferred communication method
Any relevant documentation (photos, videos, receipts)

12.3 Escalation Process

If initial resolution is unsatisfactory:

Request escalation to senior management via email
Case will be reviewed by operations leadership within 3-5 business days
Direct communication will be established with decision-maker
Comprehensive review and final resolution proposal provided

13. Legal Framework

This Returns and Cancellation Policy operates under:

Consumer Protection Act, 2019 (India)
Department of Consumer Affairs guidelines
Indian Contract Act, 1872
Applicable e-commerce regulations

Jurisdiction: All disputes arising from this policy fall under the exclusive jurisdiction of courts in Delhi, India.

14. Policy Updates

Crosby reserves the right to modify this Returns and Cancellation Policy to reflect operational improvements, regulatory changes, or industry best practices. The current version is always available on our website. Customers with active orders at the time of policy changes will be governed by the policy version in effect at the time of their order placement.

Policy Effective Date: January 2023
Last Revised: January 2025

Conclusion

This Returns and Cancellation Policy reflects our commitment to transparency, fairness, and the unique realities of bespoke furniture manufacturing. We understand that custom furniture represents a significant investment, and we are dedicated to ensuring your complete satisfaction with both the product and the process.

We encourage you to: