Livspace India Private Limited – Furniture Policy
This Furniture Policy ("Policy") is issued by Livspace India Private Limited (formerly known as Home Interior Designs E-Commerce Private Limited), a company incorporated under the Companies Act, 2013, bearing CIN U52390HR2014PTC131277 and having its registered office at Unit No. R2-102, First Floor, M3M Cornerwalk, Golf Course Extension Road, SPR, Sector 74, DLF QE, Gurugram – 122002, Haryana ("Livspace"), and governs the shipping, delivery, installation, returns, cancellation and warranty of furniture purchased from Livspace (each a "Product" and collectively, the "Products"). References to "you", "your", the "purchaser" or the "Customer" refer to the original purchaser of the Product.
Shipping Policy:
Shipping timeline: Ships within 52 days of order confirmation.
Shipping & Installation Charges:
| Invoice Value | *Shipping & Installation Charges |
|---|
| Up to Rs. 4,999 | Rs. 499 |
| Rs. 5,000 to Rs. 1,49,999 | Rs. 999 |
| Rs. 1,50,000 to Rs. 2,99,999 | Rs. 1,499 |
| Rs. 3,00,000 and above | Rs. 2,999 |
*Subject to the terms of this Policy.
The Shipping & Installation Charges set out above apply only to deliveries made within the municipal limits of Bengaluru (the “Service Area”). Deliveries to any location outside the Service Area will attract additional charges, as determined by Livspace based on the delivery address and other applicable factors.
The applicable Shipping and Installation charges will be shown at checkout, before the order is confirmed.
By placing an order, the Customer acknowledges and agrees to pay all such applicable charges. Livspace reserves the right to revise these charges from time to time without prior notice. The charges applicable to an order shall be those displayed at checkout at the time the order is placed.
Serviceable Locations: Ahmedabad, Bangalore, Chennai, Delhi NCR, Faridabad, Ghaziabad, Gurgaon, Hyderabad, Kolkata, Mumbai, Navi Mumbai, Noida, Pune, and Thane, or such other locations as may be notified by Livspace from time to time, subject to serviceability of the delivery PIN code as determined by Livspace.
Delivery Policy:
Delivery timelines may vary depending on the delivery location. To check the estimated delivery date for a Product, enter your PIN code on the product page. The expected delivery date will be displayed based on the serviceability and delivery timelines for your location. Where multiple Products are purchased, delivery dates may vary for each Product.
Delivery & Installation Guidelines:
1. Delivery Timeline: Livspace shall endeavour to deliver the Products within the estimated timeframe. However, Livspace shall not be liable for any delays resulting from circumstances beyond its reasonable control.
2. Installation Timeline: Livspace aims to complete the installation within 48 (forty-eight) hours of delivery of the Products. However, installation timelines may vary due to circumstances beyond Livspace’s reasonable control.
3. Existing Furniture & Items: Our delivery personnel are strictly prohibited from dismantling, relocating, or making any alterations to pre-existing furniture or items within the Customer's premises, as the delivery crew adheres to fixed operational schedules to ensure timely service to all customers. The Customer shall ensure that the installation area is cleared before the scheduled delivery.
4. Authorised Representative: It is mandatory that a responsible and duly authorised individual be present at the premises for the entire duration of the delivery and installation process.
5. Child Safety: We strongly advise that children be kept away from the installation area at all times. To the extent permitted by law, Livspace shall not be liable for any incident involving minors during the course of delivery or installation.
6. Gratuity Policy: In accordance with our company policy, members of our delivery team are not permitted to accept any form of gratuity or monetary token of appreciation.
7. Elevator Access: For deliveries to floors above the ground level, it is imperative that a functional and accessible elevator be made available. This ensures the safety of our personnel and facilitates the efficient execution of the delivery process. Where an elevator is not available, or a Product cannot be moved through the elevator, stairway or doorways, Livspace may, at its discretion, carry the Product through the stairway or reschedule the delivery, and additional charges may apply as communicated by Livspace.
8. Site Readiness: The Customer shall ensure that the premises are accessible and ready for delivery and installation, including adequate space and access for the Products and any permissions required from the building or society. Livspace shall not be responsible for any delay, additional cost or damage arising from the premises not being ready or accessible.
9. Grievances & Complaints: For any concerns or complaints pertaining to our installation services, please do not hesitate to reach out to us through the following channels:
Phone: 1800-309-0930
Returns, Replacements, Exchanges and Refunds:
1. Non-Returnable Products: All furniture is manufactured to order as per the Customer’s specifications. Such Products are therefore not eligible for exchange, return or refund, except as expressly provided in this clause.
2. Damaged, Defective or Incorrect Products: If a Product is delivered damaged, defective or incorrect, Livspace will provide a resolution as set out in this clause, after verifying the claim and, where applicable, receiving the returned Product(s). Livspace reserves the right to inspect any Product before approving a replacement or issuing a refund.
3. Raising a Claim: The Customer shall notify Livspace Customer Care of any damaged or defective Product immediately on delivery. For incorrect or incomplete deliveries, the Customer shall notify Livspace Customer Care within 48 (forty-eight) hours of receiving the Product. Each claim must include:
(a) a copy of the invoice;
(b) clear photographs of the Product; and
(c) clear photographs of the packaging, where applicable.
4. Verification and Resolution: Livspace will review the information submitted and verify the claim. Once the claim is verified, Livspace will, at its discretion and as applicable, either:
(a) replace the Product at no additional cost to the Customer; or
(b) arrange collection of the Product and refund the amount paid for it. Refunds shall be processed to the original mode of payment within such timelines as may be communicated by Livspace.
5. Exclusions: Livspace will not accept any claim for return or replacement where:
(a) the damage results from misuse, improper handling or improper use of the Product;
(b) the packaging or product labels have been tampered with;
(c) the damage is incidental or arose after delivery;
(d) components are missing and this was not reported within the period in Clause 3; or
(e) the Product is returned in a condition different from that in which it was delivered.
6. Spare Parts: Spare parts are not eligible for return or refund. A spare part that is defective or delivered incorrectly will be replaced only.
Cancellation Policy:
Made-to-order furniture is custom-manufactured based on the Customer's specific requirements and preferences. Due to the personalised nature of these products, orders cannot be cancelled once placed, regardless of their fulfilment status, and returns are permitted only as set out under "Returns, Replacements, Exchanges and Refunds" above. Livspace reserves the right to cancel any order, including where it is unable to fulfil the order for any reason, in which case the amount paid shall be refunded in full to the original mode of payment. This clause shall prevail over any other cancellation terms applicable to the Products.
Warranty Policy:
Warranty Terms:
Warranty for upholstery:
Fabrics (polyester / PU), genuine / vegan leathers are not guaranteed against usage wear, fading, or shrinking. Leathers are warranted for 1 (one) year against defective material and workmanship under normal use.
The warranty does not apply to product defects, damage, failure or loss resulting from:
- Normal wear and tear.
- Failure to apply, install, assemble, handle, reconfigure, or maintain products according to Livspace's instructions and guidelines.
- Abuse, misuse, or accident (including, without limitation, use of product in unsuitable environments or conditions).
- Alteration or modification of the product.
- Extreme environmental conditions or improper storage.
- Variations occurring in surface materials (e.g., colorfastness, matching grains, textures and colors across dissimilar substrates and lots), and natural aging found in materials such as wood and leather.
Only one (1) warranty claim may be made in respect of a Product within a period of 3 (three) years.
These warranties are applicable for residential / personal use of furniture only and not for commercial or high-traffic areas.
Wood being a natural material will have unique grains, knots, variations in color or imperfections, which is considered part of its natural beauty. Natural variations in colour, knots, veins, hard wood and soft wood adjacencies etc. are not considered defects of workmanship and materials. Wood surfaces are subject to denting, scratching, etc. if not properly used and cared for. Users should also be aware that all surfaces finish mellow with age. Our designs evolve over time and there may be some variation in angles, elements, etc. compared to what is seen in store display.
Each furniture item, being individually handmade, may have minor variations in size, shape and finish. Handmade fabric will have some variation in print, color, patches, patterns, etc.
Limitations, Exclusions and Conditions of Warranty:
1. Livspace must be notified of any defect in the manner set out under "How to Make a Warranty Claim" below and given an opportunity to correct the defect. Any corrective work carried out by an unauthorised third party will nullify this warranty.
2. The warranty does not apply to normal wear and tear, dents or scratches or usual deterioration that occurs during the course of regular use. Fading, knots opening, cracking and splitting due to normal expansion and contraction of wood in its reaction to climatic changes in its environment constitute deterioration expected over a period of time and are not covered in the warranty.
3. This warranty excludes fabric, leather, vegan leather, PU leather and natural materials such as cane / rattan. This exclusion is subject to the warranty for leathers set out under "Warranty for upholstery" above.
4. The warranty requires that the Product has not been misused or handled carelessly and has not been wilfully damaged, neglected or used in abnormal conditions like fire, flood, weather, relocation, etc. For example, chairs should be used for sitting purposes and leaning back on two legs can damage the furniture. Tables should not be used for standing or sitting. Jumping or standing on sofa seats can partially and permanently damage the suspension. Damages arising from any misuse, force or mishandling are not covered.
5. This warranty is void for products improperly stored, assembled or mounted, misused, altered or cleaned with incorrect methods or substances.
6. Furniture exposed to outdoor conditions or high humidity levels is not covered by this warranty unless otherwise specifically purchased for outdoor use.
7. The warranty does not encompass wear-related issues such as stains, tears, burns, and color fading and reactions or sensitivities to the materials or fabrics used in the furniture.
8. This warranty does not extend to indirect or secondary damages resulting from accidents or dropping of furniture, harm resulting from pets, pests or activities of children.
9. Subjective views or preferences about the comfort level, such as the softness or firmness of seating furniture are not covered here.
10. Hardware malfunctioning that requires setting changes, such as that of drawer channels and hinges of doors, loosening of screws, etc., is not covered under the warranty.
11. Though utmost care has been taken to ensure wooden furniture has the least moisture content before fabrication, there is a remote possibility that drawers or doors may run tight or loose due to high variation in humidity and temperature in the surrounding atmosphere. These are not covered under warranty.
12. If a product or its part has to be replaced and that particular product or part is no longer available, Livspace reserves the right to use an alternative similar product or part.
13. Wood finishes and upholstery fabrics are not warranted, as the care and the environment in which they are used generally have more influence on the performance and life of the product.
14. These warranties provide coverage to the original purchaser and do not apply to rented or commercial uses.
15. Approved methods of cleaning need to be followed and any damage due to improper cleaning is not covered under the warranty. Please contact Livspace Customer Care for maintenance guidance soon after purchase. Damage due to improper cleaning shall void all warranties.
16. Any damage in transit or handling prior to delivery must be notified to the authorised service personnel of Livspace at the time of delivery. Once the Product has been handed over, no claim or replacement shall be approved for any transit or handling damage reported thereafter. The return of goods in case of in-transit damage should be in the original packing received by the Customer. The cost of transportation of goods to be repaired or replaced is to be borne by Livspace, for replacement due to in-transit damage if notified at the time of the delivery.
17. In order to determine the most effective resolution to any warranty claim, the Customer shall provide photographs evidencing the warranty claim. Livspace reserves the right to correct damages in the most cost-effective manner which may include replacement parts, an onsite repair, or patch kits. Replacements will only be deemed necessary in cases where onsite repairs will not correct the issue.
18. No other warranty has been made or will be made on behalf of Livspace with respect to furniture and its parts, operation, repair, or replacement.
Technical Elaboration of T&C:
Seating foam used in dining chairs, bed frames, sofas, accent chairs and recliners are guaranteed against manufacturing defects for a period of 3 years from the date of delivery. We use a combination of multi-layered high-density, high-quality virgin PU foam that is designed for domestic use. Foam compression happens over time but does not impact the durability of the furniture. This warranty does not cover damages to products due to abuse, misuse, or any freight mishandling. Livspace reserves the right to repair or replace at its discretion any product deemed defective after physical inspection.
Recliner frames, mechanisms and springs are warranted for 3 years against manufacturing defects. Manual recliners require even contraction of the footrest (meaning a user who can apply pressure from two legs evenly). Should recliners be intended for individuals who cannot apply even pressure to retract the footrest, motorised electric mechanisms will be the ideal choice. Livspace cannot warrant or repair a recliner with a mechanism that has failed due to uneven retraction. This warranty does not cover damages to products due to abuse, misuse, or any freight mishandling. Livspace reserves the right to repair or replace at its discretion any product deemed defective after physical inspection.
Limitations, Exclusions, and Conditions of Warranty:
1. Save as otherwise specified for a particular component above, the warranty period starts from the date of purchase as mentioned in the invoice.
2. Proof of purchase from the original purchaser is required for the warranty to be valid.
3. Livspace must be notified of any manufacturing defects within 3 (three) days of the defect becoming apparent. The warranty will be null and void if any repairing work is done by an unauthorised third party.
4. The warranty does not cover normal wear and tear, usual deterioration or dents or scratches that occur during regular use. Knots opening, cracking, fading, and splitting due to normal expansion and contraction of wood due to climatic changes and deterioration over a period of time are not covered in the warranty.
5. The electric, electronic and mechanical motion components for all recliners and sofa beds (excluding batteries and transformers) are guaranteed against failure due to a manufacturing defect for a period of 3 years from date of delivery. Any malfunction reported due to input power surge or drop at the Customer's premises is not covered under this warranty.
6. If a product is replaced during the Warranty Period, the warranty period will not reset, and will continue to run from the date applicable to the original Product.
7. To be entitled to claim under the Livspace warranty against defects, the defect in the part or product must appear within the relevant time period set out above.
Please note that the following may occur as a result of natural and normal usage, or are otherwise not covered under the warranty:
1. Leathers and fabrics will fade and crease;
2. Foam and fillings will soften and form the shape of the user over time;
3. Depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the Customer's expense;
4. Scars, marks and differing pore density and colour are natural characteristics of leather and marble;
5. Leather and fabric products are upholstered by hand and therefore, the size and weight of these products may have minor variations of up to 5% from the sample products or from any product specifications quoted;
6. Damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily fluids are not covered under standard warranty;
7. Damage caused by improper cleaning, negligence, treatment of the product with chemicals, exposing the product to the sun, extreme heat or bright light such as lamps, or otherwise caused by your acts and/or omissions;
8. The failure of the Customer to take reasonable steps to prevent the product from becoming of unacceptable quality and damage that occurs as a result of such abnormal use. This includes damage that occurs as a result of the failure of the Customer to care for the product in the manner described in the care and maintenance instructions provided by Livspace.
How to Make a Warranty Claim:
To claim under these warranties against defect, the Customer must:
- Notify Livspace within 3 (three) days of the defect becoming apparent.
- Refrain from using the Product until Livspace confirms that it is safe to do so, and provide Livspace a copy of the original sales order or tax invoice.
To raise an issue, please write to: care@livspace.com
Once a claim has been lodged with Livspace, Livspace will assess the claim and endeavour to respond within 3 (three) business days.
Responsibility for returning Livspace Furniture:
Where a warranty claim is accepted by Livspace, Livspace will arrange for the Products to be collected from your premises, within a reasonable time and at Livspace's expense.
Remedies for warranty against defects:
If a part or product has a manufacturing defect, Livspace has the right to decide at its sole discretion whether to repair or replace that part or product.
General Terms:
Grievance Redressal: Any grievance in relation to this Policy may be addressed to Livspace's Grievance Officer, whose details are available on Livspace's website. Livspace shall acknowledge and endeavour to redress such grievances within the timelines prescribed under applicable law.
Consumer Rights: This Policy operates alongside, and does not reduce, the Customer's non-excludable rights under the Consumer Protection Act, 2019 and other applicable laws, and the limitations and exclusions in this Policy shall apply to the maximum extent permitted by law.
Limitation of Liability: Livspace shall not be liable for any indirect, incidental or consequential loss, and Livspace's total liability in relation to any Product shall not exceed the amount paid by the Customer for such Product.
Personal Data: Any personal data collected in connection with this Policy will be handled in accordance with the Digital Personal Data Protection Act, 2023, other applicable law and Livspace's privacy policy.
Amendments: Livspace reserves the right to amend this Policy from time to time. The Policy in force on the date of purchase of the Product shall apply to such purchase.
Governing Law and Jurisdiction: This Policy is governed by the laws of India. Subject to any non-excludable rights of the Customer under applicable consumer protection laws, the courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any claim or dispute arising from this Policy.