Customer Order, Delivery, Installation, Warranty & After-Sales Service Policy

Purpose And Application

This Policy establishes the customer-service and commercial framework applicable to products manufactured, supplied, delivered, installed or serviced by Kunju Global India LLP.

It applies together with the relevant quotation, order confirmation, invoice, approved specifications, applicable Warranty Policy, After-Sales Service Policy and other transaction-specific written terms.

Where a transaction-specific written term expressly differs from this Policy, the transaction-specific term shall apply to that extent.

Custom And Made-To-Order Products

Products may be manufactured or configured according to customer-selected or approved dimensions, layouts, colours, finishes, accessories, locks, shutters, shelves, fittings, fixing arrangements and other specifications.

Customer approval of specifications constitutes manufacturing authorisation.

A subsequent change in preference, intended use, layout, colour, configuration or location does not constitute a manufacturing or workmanship defect.

Customer-Supplied Information And Measurements

Where dimensions, drawings, site information or specifications are supplied by the customer or by a person acting on the customer’s behalf, the Company may rely upon that information for manufacture and planning.

Any additional work resulting from inaccurate, incomplete or subsequently changed customer-supplied information may be separately chargeable.

Company Site Measurement

Where the Company undertakes a site measurement, it shall be based upon conditions reasonably ascertainable at the site at the time of measurement.

Changes to walls, floors, ceilings, partitions, electrical points, plumbing, civil work, finishes or other site conditions following measurement may require revised specifications, additional work or additional charges.

Order Approval

Manufacture may commence after approval of the applicable quotation, drawing, dimensions, configuration, specifications or other order details.

The Company may rely upon approvals communicated through electronic or written channels forming part of the transaction record.

Order Changes

Changes requested after approval are subject to:

• manufacturing status
• technical feasibility
• material availability
• additional labour
• additional material
• revised pricing; and
• revised completion schedule.

The Company may decline a requested modification where manufacture has progressed or the requested change is technically unsuitable.

Cancellation

Custom and made-to-order products are manufactured for a particular transaction.

Cancellation after procurement, fabrication or customisation has commenced shall be assessed according to the stage of manufacture, committed materials, work completed, recoverable value and transaction-specific cancellation terms.

Eligibility, exclusions, process and transaction consequences for any requested return or cancellation are governed by the Returns & Cancellation Policy together with the applicable quotation, order confirmation and invoice.

Payment

Payment terms shall be those stated in the applicable quotation, order confirmation or invoice.

The Company may withhold dispatch, delivery, further work or chargeable service where amounts properly due under the transaction remain unpaid.

A complaint or compensation demand does not by itself authorise deduction, withholding or adjustment of an amount payable to the Company.

Manufacturing And Delivery Periods

Manufacturing, dispatch and delivery periods are estimates unless a particular date has expressly been accepted by the Company in writing as a guaranteed contractual date.

Reasonable changes may arise because of custom manufacture, material availability, site readiness, transport conditions, customer-requested modifications or circumstances outside ordinary operational control.

Ready For Delivery Notice

When an order is ready or substantially ready for delivery, the Company may issue a Ready for Delivery Notice through an authorised communication channel.

Unless another period has been agreed for the transaction, the customer shall arrange delivery or collection within 7 calendar days following the Ready for Delivery Notice.

The Company does not provide indefinite complimentary warehousing of completed orders.

Delivery Inspection

The customer or authorised representative shall inspect the externally observable condition and quantity of the goods at delivery.

Visible transit damage, externally visible dents or scratches, shortage, incorrect item, missing separately supplied component or other apparent delivery discrepancy is to be notified at the time of delivery.

The Company may maintain delivery records including acknowledgements, photographs, video, OTP records, logistics information and other transaction records.

Failed Delivery

A delivery may be treated as unsuccessful where completion is prevented by circumstances including:

• customer absence
• denied access
• unavailable building or security permission
• unsuitable access
• inaccessible premises
• unsafe working conditions
• obstruction
• customer-requested postponement; or
• unjustified refusal to receive the goods.

Additional transport, handling, labour, waiting, storage or redelivery charges may apply.

Failure To Take Delivery

Where goods are ready for delivery and the customer fails, neglects or refuses to accept delivery within the applicable period, the Company may recover reasonable costs associated with continued care, custody, handling, movement, storage, transportation and repeat delivery.

Storage Of Completed Goods

Completed goods remaining with the Company beyond the applicable delivery or collection period may be transferred to storage.

Applicable storage or custody charges may accrue in accordance with the transaction terms or published Service Charges.

Payment for the goods does not create an entitlement to indefinite complimentary warehousing.

Final Delivery Or Collection Notice

Where goods remain undelivered or uncollected, the Company may issue a Final Delivery / Collection Notice specifying:

• order identification
• outstanding amounts
• accrued storage or custody charges
• required customer action; and
• applicable deadline.

The Company reserves its contractual and statutory remedies in relation to prolonged failure to accept delivery.

Installation Site Readiness

Where installation forms part of the transaction, the customer shall provide:

• reasonable access
• adequate working space
• necessary building or security permission
• an accessible installation location; and
• site conditions suitable for the agreed installation.

Work may be postponed or suspended where the site cannot reasonably or safely support the contracted installation.

Customer Property And Work Area

The customer is responsible for securing valuables and unrelated movable property within the access and work areas before delivery or installation begins.

Responsibility for any subsequent property-damage or loss allegation shall be determined from the relevant circumstances, available evidence and causal connection.

Pre-Existing And Concealed Site Conditions

The Company is not responsible for pre-existing site defects or conditions not caused by Company work.

Concealed wiring, plumbing, weak walls, concealed structural conditions and other circumstances not reasonably apparent before installation shall be assessed according to the particular circumstances and causation.

Normal Installation Work

Installation may involve drilling, anchoring, fastening, levelling, alignment, bracket installation and movement of products.

Effects inherent in the agreed installation method do not themselves constitute defective workmanship.

Excluded Civil And Ancillary Work

Unless expressly included in the transaction, installation does not include:

• masonry work
• plaster restoration
• wall painting
• electrical work
• plumbing
• tile or flooring work
• structural reinforcement
• renovation work; or
• decorative restoration.

Installation Completion

Installation shall ordinarily be considered completed when the contracted product has been positioned, assembled, adjusted and fixed where applicable and the contracted installation scope has been performed.

The Company may create an installation completion record.

Installation Verification Window

Apparent installation-related conditions should be reported within 3 calendar days from recorded completion of installation.

This includes apparent matters involving:

• alignment
• levelling
• shutter or door movement
• fitting adjustment
• hardware adjustment
• fixing
• positioning; and
• other immediately observable installation workmanship.

A request submitted during this period remains subject to technical assessment.

After-Sales Service Requests

After-sales requests shall be submitted through the Company’s designated support channel with sufficient information to identify the order, product and reported condition.

The Company may request photographs, video or other information reasonably necessary to understand and assess the request.

Technical Assessment

Registration of a complaint or service request does not itself establish a product defect, installation deficiency, Company responsibility or entitlement to the remedy requested.

The Company shall assess the reported condition according to the applicable transaction, product condition, available records and relevant technical circumstances.

Corrective Service

Where the Company determines that a covered manufacturing, workmanship or installation condition requires corrective work, the Company shall determine the technically appropriate method and scope of rectification.

Corrective work may include:

• adjustment
• alignment
• levelling
• tightening
• hardware adjustment
• fitting correction
• fixing correction
• repair
• affected component replacement; or
• another technically appropriate corrective measure.

Corrective Remedy

The existence of a covered condition does not automatically require complete dismantling, complete reinstallation, complete refinishing or replacement of the complete product.

Where adjustment, repair, local correction or component-level rectification adequately addresses the identified condition, the Company may use that corrective method.

The technical remedy shall be determined by the Company according to the nature of the identified condition.

Dismantling And Reinstallation

Complete dismantling or reinstallation shall form part of complimentary corrective work only where the Company determines that such work is technically necessary for rectification of a covered condition.

A customer request for dismantling or reinstallation does not by itself create an obligation to perform that work without charge.

Customer-Requested Reinstallation Or Relocation

The original installation does not create a continuing entitlement to complimentary dismantling or reinstallation.

The following shall ordinarily constitute separate after-sales work:

• movement to another wall
• movement to another room
• movement to another floor
• movement to another property
• reinstallation following renovation
• alteration of fixing locations
• layout changes
• configuration changes; and
• customer-requested relocation.

The Company may decline such work or provide a separate quotation.

Corrective Work Completion

Where corrective work is performed, the Company may record completion through a service report, acknowledgement, photographs, video, OTP, electronic record or other appropriate documentation.

Three-Day Corrective Work Verification Window

Following recorded completion of corrective work, a 3-calendar-day Corrective Work Verification Window shall apply.

During this period, the customer may report a material failure specifically connected with the corrective work performed.

The report shall identify the relevant service reference and the particular corrected condition.

Closure Of Corrective Service

Where no material failure of the specific corrective work is reported during the Corrective Work Verification Window, the relevant service request may be recorded as Corrected and Closed.

Completion of corrective work does not create an automatic entitlement to repeated complimentary:

• inspections
• technician visits
• adjustments
• dismantling
• reinstallation
• transportation
• refinishing; or
• further corrective attendance.

Further Request After Closure

A later request relating to a previously corrected matter shall be assessed as a new service request.

The Company may require material information establishing recurrence, deterioration, failure of the previous corrective work or another condition requiring assessment.

Repeated assertion of the same complaint does not itself establish a requirement for repeated complimentary attendance.

Unauthorised Third-Party Intervention

Products supplied or installed by the Company should not be dismantled, repaired, structurally altered, modified, refinished or reinstalled by an unauthorised third party where commercial warranty or complimentary Company corrective service is intended to be maintained.

Unauthorised third-party intervention may invalidate commercial warranty or complimentary service coverage for the affected product, component, assembly, installation or reported condition where such intervention:

• changes the condition originally supplied or installed by the Company
• causes or contributes to the reported condition
• affects structural, fixing, operational or safety integrity
• interferes with previous Company corrective work; or
• prevents reliable technical assessment of the original condition or cause.

Where the relevant condition cannot reasonably be distinguished from unauthorised intervention, the Company may decline complimentary warranty or rectification service for that affected matter.

Subsequent Company attendance may be offered as chargeable after-sales service.

Customer Or Third-Party Damage

Commercial warranty and complimentary corrective service do not cover conditions caused by customer handling, misuse, impact, relocation, modification, unauthorised repair, third-party work, construction activity or other circumstances not attributable to covered Company manufacture or workmanship.

Refinishing

Complimentary refinishing shall apply only where the Company determines that refinishing is the appropriate corrective remedy for a covered manufacturing or finishing condition.

Refinishing requested because of post-delivery scratching, impact, handling, ageing, construction activity, chemicals, moisture, third-party intervention, relocation or aesthetic preference may be chargeable.

Commercial Warranty

Commercial warranty coverage is governed by the applicable Warranty Policy and any product-specific warranty stated in the quotation, invoice or warranty record.

Commercial warranty constitutes defined product support and does not create an unlimited maintenance, refurbishment, relocation or reinstallation obligation.

Warranty Remedy

Where a covered warranty condition is established, the Company may provide the technically appropriate remedy, including adjustment, repair, rectification, affected component replacement, affected-area refinishing or another appropriate corrective action.

A customer’s requested remedy does not automatically determine the Company’s corrective obligation.

Warranty Exclusions

Subject to the applicable product and transaction, commercial warranty may exclude conditions resulting from:

• normal wear and tear
• misuse
• overloading
• impact
• improper movement
• customer modification
• unauthorised repair
• third-party intervention
• relocation
• improper maintenance
• inappropriate chemicals
• water, seepage or flooding
• excessive moisture or corrosive environment
• active construction or renovation
• site conditions; and
• circumstances outside covered manufacture or workmanship.

Failed Service Appointment

Where an authorised service visit cannot be completed because of customer absence, denied access, unavailable permission, unsafe conditions, inadequate working space or product inaccessibility, the visit may be treated as unsuccessful.

A subsequent attendance may be subject to applicable charges.

Goodwill Assistance

The Company may, at its discretion, provide assistance beyond the applicable contractual or commercial-warranty obligation.

Such assistance does not, unless expressly agreed otherwise in writing, constitute an admission of liability, extension of warranty, amendment of the original contract, precedent or continuing entitlement to complimentary service.

Property Damage Claims

A claim that Company personnel caused damage shall be assessed according to the available evidence, chronology, site condition and causal connection with the work performed.

The Company’s inspection or registration of such a claim does not itself constitute admission of responsibility.

Service And Transaction Documentation

The Company may maintain records reasonably connected with a transaction or service matter, including records concerning:

• products
• delivery
• installation
• service attendance
• corrective work
• product condition
• relevant site conditions
• reported defects
• reported damage; and
• completion of work.

Records may include photographs, video, electronic records, service reports and communications.

Such records may be used for legitimate transaction administration, quality control, service assessment, security, fraud prevention, insurance, recovery and dispute management.

Customer Allegations And Claim Assessment

A customer statement, repeated assertion, photograph, third-party quotation, repair estimate or demand does not by itself establish:

• manufacturing defect
• installation deficiency
• negligence
• causation
• Company responsibility
• monetary loss; or
• entitlement to a particular remedy.

Claims shall be assessed according to the transaction, technical circumstances, available evidence and applicable law.

Suspected Misrepresentation Or Abuse

Where material circumstances reasonably indicate falsified information, concealed material facts, deliberate misrepresentation, misuse of the service process or manipulation of transaction records, the Company may require written communication, additional verification or management review and may suspend discretionary service while the matter is assessed.

An ordinary commercial disagreement does not by itself constitute fraud or misrepresentation.

Abusive Or Unsafe Conduct

The Company may discontinue a site visit or require communication through a designated written channel where threats, violence, intimidation, harassment or unsafe conduct materially interferes with Company personnel or service operations.

Service Charges

Chargeable services may include, where applicable:

• storage
• failed delivery
• redelivery
• failed service attendance
• non-warranty inspection
• customer-requested dismantling
• reinstallation
• relocation
• refinishing
• modification
• replacement parts outside warranty; and
• work outside the original contractual scope.

Applicable charges shall be communicated through the relevant transaction, Service Charges page, quotation or service quotation.

Customer Support

Formal customer-service and after-sales requests may be submitted through:

For assistance, use the Contact Us form so the request can be directed to the appropriate department. Phone: +91 96250 50351

The customer should provide the relevant quotation, order, invoice or service reference to enable efficient identification of the transaction.

Complaint Registration

The Company may assign a service or complaint reference number and consolidate duplicate communications concerning substantially the same matter into the existing service record.

Statutory Information

Where applicable law requires a designated grievance mechanism or particular statutory disclosures, the relevant information shall be maintained through the applicable disclosure channel.

Electronic Communication

The Company may use email, SMS, WhatsApp, customer portals, OTP, electronic acknowledgements and other verifiable electronic communication methods for transaction and service administration.

No Implied Waiver

Failure or delay by the Company in exercising a contractual right on one occasion does not automatically constitute waiver of that right in another transaction or subsequent circumstance.

No Warranty Expansion By Conduct

Inspection, adjustment, goodwill assistance or voluntary attendance does not by itself expand the applicable commercial warranty or create an obligation to provide the same service repeatedly or in unrelated circumstances.

Severability

If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions shall continue to operate to the extent permitted by law.

Mandatory Law And Interpretation

This Policy shall operate to the fullest extent permitted by applicable law.

Where a provision conflicts with a mandatory legal requirement that cannot lawfully be varied by agreement, that provision shall be limited only to the minimum extent necessary to comply with that requirement.

Such limitation shall not invalidate another independent provision or waive another lawful Company right.

Governing Law

Transactions governed by this Policy shall be interpreted according to the applicable laws of India.

Policy Version

The policy version applicable to a transaction may be identified in the quotation, order confirmation, invoice, electronic acceptance record or other transaction documentation.

The Company may issue revised versions prospectively.

Customer Service Principle

Kunju Global India LLP shall assess genuine product and service concerns according to the applicable transaction, technical circumstances and available evidence and shall provide corrective service where a covered Company responsibility is established.

The Company’s service process is intended to provide a defined opportunity for inspection and technically appropriate rectification while maintaining clear boundaries between covered corrective work and customer-requested, third-party-caused or otherwise chargeable after-sales work.