Return, Exchange & Refund
This Return, Exchange & Refund Policy (“Policy”) explains your options at each stage of your project with ApexLuxe Design Pvt. Ltd. (“ApexLuxe”, “we”, “us”, “our”), from design discussions through to delivery and handover. This Policy should be read together with our Terms of Use, including the Cancellation Policy and Payment Terms.
1. Return, Exchange & Refund by Stage
| Stage | What You Can Do |
|---|---|
| Design Stage (before order placement) | Any product in the tentative Bill of Quantities (BoQ) can be freely replaced or removed while designs are still being discussed with your design team. |
| Order Stage (after order placement) | Since each item is made-to-order, ApexLuxe cannot cancel, replace, or modify items once the order has been placed. Your design team will always explicitly walk you through every item before placing orders. |
| Delivery Stage (on receipt of order) | If the product received is damaged, defective, or does not match the agreed specifications, you may request a rectification, exchange, or store credit as set out below. |
2. If You Receive a Damaged or Defective Product
If, at the time of delivery, you receive a product that is damaged, defective, or does not match the originally agreed specifications, you may choose one of the following:
1. Rectification / Replacement — the affected product is repaired or replaced.
2. Exchange — the product is exchanged for another item. If the new item's value exceeds the returned item's order value, you will pay the difference; if it is less, the difference will be refunded or issued as store credit, as applicable.
3. How to Request a Return
Please write to us at support@apexluxedesign.com within 3 days of receipt of your order, describing the issue and, where possible, attaching photographs of the product.
4. Conditions for Return, Exchange & Refund
• All products must be returned unused, with their original price tags and labels intact.
• The original invoice must be presented at the time of return.
• Customized and made-to-order furniture pieces cannot be returned or exchanged.
• Damage that is not a manufacturing defect, or that occurs after delivery has been received, will not qualify for return or replacement.
• Modular kitchens and wardrobes are made-to-order and cannot be returned or exchanged.
• This Policy applies to physical products only and does not extend to design, consultancy, or execution services.
5. 72-Hour Inspection Policy
Once you raise a return request, an ApexLuxe executive will visit your site to inspect the product. Where the return is found valid on inspection, the return will be initiated within 72 hours of the visit.
6. Replacement Timeline
Once a return is accepted, replacement timelines may vary depending on the product. Your ApexLuxe representative will keep you updated throughout, and we will make every effort to deliver your replacement as quickly as possible.
7. Refunds on Booking Amount & Cancellations
Refunds relating to cancellation of your overall project booking (as opposed to an individual product return) are governed by the Cancellation Policy in our Terms of Use, summarised here for convenience:
• The booking amount is refundable only if cancellation is requested within 2 days of payment, and before design work has commenced.
• Once design work has commenced, the project booking cannot be cancelled.
• No refund is available once execution or design work has started on a project.
• Applicable cancellation charges will be deducted from any refundable amount.
8. Delay Penalty
A Delay Penalty is a discount offered to you if your project's handover is delayed beyond 15 days after the confirmed move-in date communicated in your Project Schedule (issued once all sales orders are raised).
| Trigger | Handover delayed beyond 15 days after the confirmed move-in date stated in the Project Schedule |
|---|---|
| Penalty Rate | 0.35% of Project Value per week of delay in handover |
| Maximum Penalty | 4% of Project Value |
| Excludes | Delays solely attributable to snag rectification |
| Mode of Payment | ApexLuxe Home Store Credit Coupon only — no cash, cheque, bank transfer, or digital payment |