Earthen Homes believes in helping its customers as far as possible, and has therefore a liberal cancellation policy.
At Earthen Homes, we are committed to providing you with a smooth and enjoyable shopping experience. Our policies and terms of use are crafted for your convenience, so we invite you to take a moment to review them to make well-informed choices. We recognize how crucial timely and secure delivery is, which is why we collaborate with leading courier services in India. This enables us to ensure reliable and efficient delivery for all your orders. If you have any questions or need assistance, our customer support team is always available to help. Customer satisfaction is our top priority.
1.1 Cancellation of Order
**Cancellation By Earthen Homes :**Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason at any time. Some situations that may result in your order being cancelled include limitations on quantities available, delivery limitations, inaccuracies or errors in product or pricing information, or any defect regarding the quality of the product. We will inform you if all or any portion of your order is cancelled. In case of prepaid orders that are cancelled, the paid amount will be reversed back to your original payment mode.
**Cancellation By User:**In case of requests for order cancellations, we reserve the right to accept or reject requests for order cancellations for any reason. As part of usual business practice, if we receive a cancellation notice and it is approved by us, we shall cancel the order and refund the entire amount. Please note we do not accept the order cancellation request for goods on the website which are non-returnable and cannot be cancelled once placed.
2.1 What is Eligible for Return?
Defective - If the item delivered to you is defective. A defect is the unfortunate result of a flaw in manufacturing, which hinders the intended use of the product (e.g. imbalance, wooden joints opening, etc). Please note that natural characteristics of the material used, like appearance or texture (especially for solid wood products) are not defects.
Difference - If the item delivered to you is different (in dimension, shape, or colour) from the item image on our website.
Not Functional - If the product delivered to you is dead on arrival, this could occur in items with batteries or requiring electrical sources (appliances, clocks, lights or bulbs). Please note that only replacements shall be offered.
2.2 What is Not Eligible for Return?
Damaged or Missing - For any concerns regarding damage, incomplete products, or missing components, such claims are to be highlighted during the time of delivery or assembly (whichever is applicable). Please understand that once the delivery/assembly is completed, we may not be able to accept return requests.
Installation Issues - Wall mounting installation services are not offered by Earthen Homes and therefore, return requests will not be processed.
Relocation - After an item has been delivered to you in perfect condition, in the event of the subsequent dismantling of the item for relocation, reassembly, etc, please note that Earthen Homes will not be responsible for any damage to the product.
Returns are not applicable on “Non-Cancellation Products (T&C apply)*
2.3 Return, Replacement & Refund Policy
A request for return/ replacement can be raised through care@earthenhomess.com within 2 working days from the date of purchase by mentioning the reason for return along with the images of the concern or reason for return or replacement
Return of Products will be accepted only if they are returned in their original packaging, with the invoice, and the item is unworn with all tags attached, along with cleaning tools/ accessories if any. Earthen Homes reserves the right to deny a refund if the item does not meet its Return Policy guidelines.
Once we receive the images, Earthen Homes support team will connect with you within 24 hours.The return requests are evaluated by the Earthen Homes support team in consultation with the merchant and a technician visit may be scheduled (if required). Please note that the resolution will be provided based on the technician’s evaluation report.
Return pick-up of the product will be scheduled based on the evaluation of the technician and your subsequent interaction with our Customer Support representative.
Please retain the original packaging of the product, along with user manual, warranty slip and other accessories to ensure a successful pick-up.
A product scheduled for return pick-up will be picked up by the logistic partner of the Brand/Merchant from the original shipping address of the order, within 72 hours of initiation of the return pick-up request.
Returns will be processed only when the product reaches our warehouse and processing refunds could take upto 15 business days from the date of receiving your product at our warehouse.
Refunds against pre-orders or customised goods are not available- Customers must exchange a product in cases of pre-orders where the product is made specially for you.
3.1 Returning A Mattress
Time Frame: You can return a Mattress if it meets the conditions mentioned below and is eligible for return / replacement.
What’s Eligible For Return?
a. If the mattress has been delivered in damaged/defective/deformed condition.
b. If the mattress delivered is different (in shape, design, dimension, or colour) from the images shown on the website.
c. Please Note that if the mattress is soiled, or has stains/liquid spillage, it will not be eligible for return.
Mattress Warranty Policy - Warranty Claims
You can get your mattress replaced or repaired within the warranty period if the reported issue is covered under the warranty terms and conditions. In case the seller is unable to repair or replace the mattress, the paid amount will be refunded based on evaluation done by the Pepperfry Resolution team.
What’s Covered?
Visible indentation or sagging of the mattress greater than 1 inch.
Any physical defects in the material or workmanship, subject to limitations described under this warranty.
What’s Not Covered?
Damage resulting from accidents, mishandling, heat, and improper usage.
Minor imperfections such as slight cosmetic flaws. Stains, tears, burns, and discolouration that occur over time and/or are caused by the customer.
Indentions, sagging or body indention less than 1 inch deep.
Sagging due to improper bedstead (using of slats).
Wet Mattress.
Mismatch in the size of bed and mattress.
Mattress found to be in unreasonably unsanitary/unhygienic conditions.
4.1 Damaged Goods in transit
At the time of taking the delivery of the items you ordered, please ensure that the product received is undamaged and properly packed, and acknowledge the same to the delivery person. In case the box looks damaged or tampered with, please do not take the delivery of the product. Proper images or videos are mandatory for claims and refunds related to the receipt of a fake or wrong product or damaged product and should be reported within 24 hours of receipt of the product.
5.1 Late or Missing refunds (If applicable)
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
6.1 Contact Us
Earthen Homes is a registered business under Hide and Harmony.
Merchant Legal Entity Name : Hide and Harmony.
Registered Address : Door No 1-9/2, Site No 280, Padavinangady, Devinagara 575008 Konchady, Karnataka 575008.
Email : care@earthenhomess.com
Phone : +91 87927 87772