Returns, Exchanges, & Refunds

Returns, Exchanges, & Refunds

During the Design Stage

Any product listed in the tentative BoQ (Bill of Quantities) can be replaced, modified, or removed as long as the design discussions with your team are ongoing and the order has not been placed.

Once the Order is Placed

Since all items are custom-made to order, cancellations, modifications, or replacements are not possible once the order is confirmed. However, rest assured that your design team will thoroughly review all items with you before finalizing any order.

Damaged or Defective Deliveries

If an Opalspace product is delivered damaged, defective, or does not meet the agreed specifications, the following options are available:

1. Rectification or Replacement: The product can be repaired or replaced to meet the original specifications.
2. Exchange: The item can be exchanged for a different product. If the new product costs more, the customer pays the difference. The difference will be refunded or provided as store credit if it costs less.
3. Store Credit: Receive credit equivalent to the value of the returned product in your Opalspace account.

To initiate a return, customers must email [email protected] within 3 days of receiving the order.

Conditions for Returns, Exchanges, & Refunds

1. Products must be unused and retain all original price tags and labels.
2. The original invoice must be provided at the time of return.
3. Customized or made-to-order furniture and modular pieces cannot be returned or exchanged.
4. Products with non-manufacturing defects or damages post-delivery are ineligible for returns or replacements.
5. Returns do not apply to services or modular kitchens and wardrobes as they are made-to-order.

How to Request a Return

Email your request to [email protected] within three days of receiving your order.

72-Hour Inspection Policy

Once a return request is raised, Opalspace will schedule an executive visit to inspect the product within 72 hours. If the return is approved, the process will commence immediately.

Replacement Timelines

Replacement timelines vary by product. Still, an Opalspace representative will keep you updated throughout the process to ensure timely resolutions.

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Delay Penalty

What is the Delay Penalty?

The Delay Penalty is a compensation mechanism for customers whose handover is delayed by more than 15 days past the confirmed move-in date, provided in the Project Schedule, after all, sales orders have been raised.

Compensation Amount

• 0.25% of the project value per week of delay.
• Capped at a maximum of 3% of the total project value.
• Compensation is provided as a Opalspace Store Redemption Voucher, valid for six months, redeemable only at store.Opalspace.com.

Example: For a project valued at ₹10,00,000, the penalty would be ₹2,500 per week of delay beyond the grace period.

Grace Periods by Project Duration

Project Duration	Grace Period
Within 60 days	7 working days
60 to 120 days	15 working days
More than 120 days	30 working days

Move-in Definition

A project is deemed ready to move in when essential areas such as the kitchen, living room, bedrooms, and bathrooms are fully functional. Minor snags (e.g., finishing touches or missing standalone units) do not affect the move-in status as long as they don't hinder functionality.

Exceptions to Delay Penalty

The Delay Penalty is not applicable under the following circumstances:

1. Changes to the scope or design, including material or functional changes, after the move-in date has been confirmed.
2. Delays caused by the customer's scope of work, such as construction or utility installations.
3. Lack of access to the site or restricted access that affects execution timelines.
4. Inconsistent power or water supply to the site during execution.
5. Non-payment, partial payment, or delay meeting agreed payment milestones.
6. Dependencies on customer-provided approvals from local authorities that are delayed or incomplete.
7. Delays due to third-party or marketplace brands outside Opalspace's control.
8. Events classified as Force Majeure, such as:
   • Natural disasters (e.g., floods, earthquakes, cyclones, etc.).
   • Strikes, riots, or government-imposed restrictions.
   • Changes in applicable laws.
   • Unforeseen raw material or labor shortages.
   • Any other circumstances beyond Opalspace's control.

Force Majeure Communication

In the event of Force Majeure, Opalspace will notify customers within 72 hours of becoming aware of the issue.

This comprehensive policy ensures transparency while highlighting exceptions and safeguards for Opalspace and its customers.