At Banarsi Hardware (Banarsi Das Lalji Das & Co.) we take pride in the quality of our furniture, modern kitchens and Rich Gold Germany hardware. This Return & Refund Policy explains when returns, replacements and refunds are available. It should be read together with our Terms & Conditions and Shipping Policy. For any return-related question, contact us at +91 98762 10096 or banarsidaslaljidasbros@gmail.com with your invoice number.
1. Inspection at delivery
Please open and inspect your consignment in the presence of the delivery team wherever possible. If you notice transit damage, missing items or a wrong item, note it on the delivery receipt/POD, take clear photographs of the packaging and the product, and inform us within 48 hours of delivery. Claims reported after this window are difficult to verify with the transporter and may not be accepted.
2. Made-to-order and customised items
Furniture, modular kitchens, wardrobes and any item produced or modified to your specification (size, finish, fabric, stone, configuration) are made specifically for you and are not returnable for change of mind. This is standard practice for customised goods. If a made-to-order item arrives with a manufacturing defect or transit damage, we will, at our option, repair it, replace the affected part or panel, or replace the item — at no cost to you when reported within the inspection window with supporting photographs.
3. Ready-stock hardware items
Unused, uninstalled hardware items (handles, knockers, hinges, locks and accessories) in their original packaging may be returned or exchanged within 7 days of delivery, subject to our confirmation. Items that have been installed, scratched, modified, or are missing packaging, screws or accessories cannot be returned. Return transport for change-of-mind returns is arranged and paid by the customer; for wrong or defective items dispatched by us, we bear the return cost.
4. What is not covered
The following are not defects and are not grounds for return or refund: natural variation in wood grain, veneer, marble veining, brass patina or hand-applied finishes; minor variation in dimensions of handcrafted items; colour differences versus screen images; wear and tear, scratches or damage occurring after delivery; damage from moisture, heat, chemicals, improper cleaning, overloading or incorrect installation by third parties; and fabric behaviour such as pilling or softening with normal use.
5. Refund process and timelines
Where a refund is approved, it is made to the original payment method (or by bank transfer for cash payments) within 7–10 working days of our receiving and inspecting the returned item, or of the claim being approved for items we do not require back. Advances on customised orders are refundable only if the order is cancelled before production begins; once materials are cut or work has commenced, deductions apply for costs incurred, and fully fabricated custom items are non-refundable except for defects.
6. Exchanges and store credit
In many cases we can offer an exchange or store credit even where a cash refund is not available — for example, if a hardware finish does not suit your interior, or if you would like to move to a larger size in the same design family. Store credit is valid on any product across our furniture, kitchen and hardware ranges. Speak to our team; we will always try to find a fair solution that leaves you happy with your purchase, because most of our business comes from repeat customers and their referrals.
7. How to raise a claim
WhatsApp or email us with: your invoice number, the product name, clear photos/videos of the issue and of the packaging (for transit damage), and a short description of what happened and when. Our team will acknowledge your claim, may arrange a physical or video inspection, and will confirm the resolution — repair, part replacement, replacement, exchange, credit or refund — along with expected timelines, in writing. Keeping the original packaging until you are fully satisfied with the product makes any return or transporter claim significantly smoother. Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 or other applicable Indian law.