Return, refund and cancellation policy

This policy covers ready-made and made-to-order wooden doors, jali doors, windows, chaukhats, frames and other products you buy from NordWood, on our website or directly from our team. It explains how delivery checks, returns, replacements, refunds and cancellations work.

When we say “NordWood”, “we”, “us” or “our”, we mean Nordwood Private Limited, 500/143, Kutubpur, Daliganj, Lucknow, Uttar Pradesh, India.

Please check your order specification carefully before you confirm your purchase.

You, or someone you authorise, must check the products when they arrive. We will give you a reasonable chance to check:

• the product type, design and quantity;
• the visible condition, including any damage or breakage;
• sizes and specifications that can reasonably be checked at delivery;
• the parts and accessories supplied;
• anything that looks different from your confirmed order.

If you see damage, missing items or anything different from your order, tell the delivery person straight away and get it written on the delivery acknowledgement (receipt). Wherever reasonably possible, tell NordWood before you accept the delivery.

If you notice a problem, contact us so we can record it and arrange the right next steps.

Once products that match your agreed order have been delivered and accepted, we do not take them back, exchange them or refund them just because you changed your mind. This applies to both ready-made and made-to-order products.

“Changing your mind” includes:

• preferring a different wood, design, colour or finish;
• a change in your budget or building plans;
• deciding you no longer need the product;
• changing the door or window opening in the building after your order was confirmed;
• finding that measurements given by you, or by someone you appointed yourself, were wrong, when we followed those measurements correctly.

This rule does not take away your remedies for hidden defects, wrongly supplied products, poor workmanship, valid warranty claims or any other remedy the law requires.

Signing the delivery receipt records that you received the products and how they looked. It does not automatically mean that every hidden or technical defect has been checked.

If we deliver a product that does not match your confirmed order, we will collect it and deliver the correct product at no extra cost to you.

This covers the wrong product, wood, design, sizes, quantity or any other agreed specification.

If the difference is visible at delivery, tell us then. If you find it later, contact us promptly once you notice it.

Our team will check the problem against your order records and explain how collection and replacement will work. If the correct product has to be made, we will give you a reasonable timeline for the replacement.

Please keep the wrong product reasonably protected. If the difference from your order is already visible, avoid installing, cutting, polishing or changing it in any other way.

If we cannot supply the correct product within a reasonable period agreed with you, we will offer a refund for that part of the supply. Our replacement process does not limit any right to a refund you have under the law.

A product made correctly to measurements you approved is not a wrong delivery just because those measurements later turn out to be unsuitable. We remain responsible for mistakes in our own measurement or specification work.

Contact us promptly if your product arrives damaged, or later shows what you believe is a manufacturing or workmanship defect.

We will look into it and give you the remedy the law requires. Depending on the case, this may be:

• a replacement;
• a repair agreed with you; or
• a return and refund.

If you are legally entitled to a refund, we will not make you accept store credit or repeated repairs instead.

When we supply or arrange the installation, we remain responsible for problems caused by faults in that installation.

Report hidden defects promptly after you find them. Missing a hidden defect while checking at delivery does not automatically cancel your claim.

Wood is natural. Reasonable differences in grain, colour and texture are not, by themselves, defects when they match the agreed wood grade, specification and intended use.

Natural variation is no excuse for supplying the wrong wood, unacceptable workmanship or a product that does not meet the agreed specification.

We are not responsible for damage caused by:

• wrong handling or storage after delivery;
• misuse, accidents, or exposure that goes against the care instructions supplied with your product;
• cutting, drilling, polishing, painting or other changes made without permission;
• wrong installation by a contractor you appointed yourself.

These exclusions apply only to the extent that the action caused the problem. We remain responsible for defects caused by NordWood or by installation we arranged.

Please send any cancellation or change request by email or WhatsApp, so there is a written record.

If production has not started and we have not spent anything on your order that cannot be recovered, we will cancel the order and refund what you have paid.

Cancellation is not possible once we start buying materials for your order or start production.

Your advance payment is not automatically lost in full.

Where the e-commerce rules apply, any cancellation charge (including a deduction that works like a cancellation charge) must follow the rule that NordWood pays similar charges if we cancel a confirmed purchase on our own.

Any change to an approved design, material or size needs written agreement on the extra price and the revised schedule before we go ahead with the changed work.

If we cannot complete your order, we will tell you and either offer an alternative for your approval, or refund the amount paid for the part we could not supply. Any other rights you have under the law still apply.

We will not change the wood, sizes, design or finish without your agreement.

If delivery takes longer than the stated schedule, we will explain the delay and your options, including cancellation and a refund where the law requires it. Any exception for force majeure (events beyond our reasonable control) applies only as far as the law allows.

Contact us with:

• your name and contact details;
• your order reference, invoice or other reasonable proof of purchase;
• a description of the problem;
• photos or measurements of the affected product, where reasonably available.

You do not need an unboxing video to make a request.

Please contact us before sending any product back, so we can arrange suitable collection, return or inspection. We will not use return arrangements to block a valid claim.

For confirmed wrong supply, defects or damage that we are responsible for, we will arrange (or pay you back for) reasonable and necessary return transport, and we will pay to deliver the replacement. No restocking charge applies to these claims.

We will normally share a first assessment within 7 working days of getting your request. If we reasonably need an inspection or more information, we will explain what is needed and give you an expected completion date.

Once your refund eligibility, the refund amount and any reasonably necessary return have been confirmed, we will start your refund within 7 working days, or sooner if the law requires it.

We normally refund to your original payment method. If that is not available, we will agree another suitable method with you and verify the details of the person receiving the refund.

The refund calculation will show the product amount, taxes that apply, refundable charges and any lawful deduction.

The time your bank or payment provider takes to credit the refund can vary. We will share a refund reference where available and help you trace a delayed credit.

We will give store credit only if you agree to it.

Working days are Monday to Friday, not counting public holidays in Uttar Pradesh.

Any extra commercial warranty will be written in your order documents. Accepting a delivery, and the rule against change-of-mind returns, do not cancel a valid warranty.

Nothing in this policy takes away any right or remedy you have under Indian consumer protection law. The exceptions to the no-return rule for defective and wrongly supplied products keep the remedies required by India’s Consumer Protection (E-Commerce) Rules, 2020.

The policy shared with you at the time of purchase applies to your order. Later updates will not reduce the rights already agreed for that order.

Any terms specific to your order must be shared and agreed before purchase, and must follow the law.

For help with a delivery, replacement, cancellation, refund or complaint, contact us:

• Visit or write to us: Nordwood Private Limited, 500/143, Kutubpur, Daliganj, Lucknow, Uttar Pradesh, India
• Phone / WhatsApp: +91 92358 06346 · Message us on WhatsApp
• Email: support@nordwood.in

Please include your order reference and a short explanation of the problem.

Where the Consumer Protection (E-Commerce) Rules apply, we will acknowledge your complaint within 48 hours and resolve it within one month of receiving it.