Return, Cancellation & Refund Policies

Canceling an Order or Part of an Order
Time Frame
If you change your mind after placing an order, you can cancel the order (or part of the order) within 72 Hours of the order confirmation.
 Fee
A cancellation fee of 2.5% will be applied on the amount paid by you while processing the refund. Any cashback earned on the order prior to the cancellation will be deducted from RZ FURNITURE credits. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.
 How to Initiate a Cancellation Request?
1. Go to the My Orders section in your ‘My Account’
2. Click the ‘Cancel Item’ button against the Item you want to cancel.
3. If you checked out as a Guest User (i.e. you have not registered on www.uponlinemarketplace.com), please get in touch with our Customer care no. at 7007937093 to initiate a cancellation.
4. Please go through our Refund Policy to understand the refund process and timelines.

Returning an Item

Time Frame
You can return an Item within 03 (Three) days of the item being delivered to you. Return requests are not accepted after 03 (Three) days from the date of delivery.
 
What's eligible for Return or Replacement?

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.
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.
 
What's NOT eligible for Return or Replacement?

Damaged or Missing - For any damage to the items delivered or incomplete products delivered or components missing, the claims are to be highlighted during the time of delivery itself. We won't be able to accept any return requests once the delivery is completed.
Installation Issues - Wall mounting installation services are not offered by www.uponlinemarketplace.com and therefore, return requests because of the customer’s inability to get the product wall-mounted 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 RZ FURNITURE will not be responsible for any damage to the product.

How to Initiate a Return Request?
 
Click Product Images
To raise a return request, you should click 2-3 clear photographs of the item in question. Below are the guidelines to follow while taking the photographs.
1-2 images should clearly show the entire product and 1-2 images zoomed-in on the damaged/defective area such that the relevant concern is visible.
The image file size should not exceed 5 MB
Raise a Return Request

Registered Users:
Login to Your Account > Go to the My Orders section in ‘My Account’.
Click on ‘Return This Product’ next to the product name that you want to return
Select the ‘Reason’ and upload the supporting images
Write your comments in the dialog box provided and submit the request

Evaluate and Pick-Up
Once we receive the images, RZ FURNITURE Resolution team will connect with you within 24 hours.
The return requests are evaluated by the RZ FURNITURE Resolution team take decision at its sole discretion after discussion of technician, Please note that the resolution will be provided basis the technician’s evaluation report.
Return pick-up of product will be scheduled basis 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 our logistic partner from the original shipping address of the order, within 72 hours of initiation of the return pick-up request.

Refund:-
Refund Process
 
Mode of Refund Payment
Once the item is cancelled, the refund is processed after the product has been picked up from the delivery location.
You can choose to get your refund either in the original mode of payment (Credit Card, Debit Card, Net Banking, Digital Wallets or UPI Account) or to your www.uponlinemarketplace.com's Wallet.
If you have availed EMI option - in case of full refund the amount is credited to your original mode of payment. However, in case of partial refunds, the refund is initiated through NEFT transaction to your bank account so that the remaining EMI is not lapsed*.
Any cashback earned on the order prior to the cancellation will be deducted from www.uponlinemarketplace.com's credits. If the same cashback has been used completely or partially to place another order, the cashback amount will be deducted from the refund amount of the cancelled product.
*There can be variations depending on the T&Cs of the financial service provider and time at which return is sought.
 
Refund Timelines
At www.uponlinemarketplace.com's Portal -
The fastest way to get refunds is into your Accounts Profile's Wallet within 24 Hours. You can use 100% of refund credits in your Wallet for your next purchase. Refund credits are valid for 3 years and are non-transferrable.
 
Original Mode of Payment
Once the refund is initiated, the refund amount gets credited to your selected mode of payment in 7-10 business days. The refund timeline for various modes is provided below.
•           Credit Card/Debit Card/Net Banking/UPI Account - 4-5 Business Days
•           Offline (NEFT) - 7-10 Business Days
•           At your accounts profile's wallet (Refund Credits) - Within 24 hours



Grievance Officer

www.uponlinemarketplace.com - Grievance Officer
This page is published and shall be construed in accordance with the provisions of Rule 3(11) of the Information Technology (Intermediaries Guidelines) Rules, 2011 (“IT Rules”) that requires publishing the name of the Grievance Officer and his/her contact details on the website, such that users or any victim who suffers as a result of a violation of Rule 3 (outlined in our Privacy Policy and Terms of Use) by any other person, can notify their complaints to us.
Further, as per Rule 3(4) of the IT Rules, the Grievance Officer shall acknowledge or respond to Your communication of violation of Rule 3, by any other person, within 36 (thirty six) hours, and the complaints shall be redressed within 1 (one) month from the date of receipt of the complaint.
In accordance with Information Technology Act, 2000 and rules made there under, the name and the contact details of the Grievance Officer are provided:
Syed Mohd Ziya
RZ FURNITURE,
83/141 J-2 Juhi Param Purwa
Kanpur - 208014, Uttar Pradesh, India




Product Care Instruction

Wood and veneer

1. 1. Water is only to be used in small doses and only in the form of a damp cloth.
   2. After wiping, always use a dry cloth to wipe up the dampness.
   3. Wood and veneer are very sensitive to liquids. Wipe up spilled liquids immediately.
   4. Do not keep warm or cold items directly on a furniture surface.
   5. Dusting with a dry cloth can scratch, so lightly spritz your cleaning cloth with water, a spray dusting agent or wood polish.
   6. Follow the grain of the wood as you dust to avoid cross-grain scratches.
   7. Frequent dusting removes dirt before it has a chance to settle in and make itself at home. Dusting often keeps an oily buildup from forming on wood furniture.

Glass

1. Both polished and especially satin finish glass should be cleaned using an ordinary household cleaner, preferably containing citric acid and/or vinegar. Do not use cream cleaners.
2. Do not place anything on the glass that has rough and sharp bases as they will damage the glass.
3. Glass usually has a shiny appeal to it. It seems to glow when you look at it. To maintain this look, the glass has to be kept clean at all times.
4. Glass shows dust and fingerprint marks easily. This means that if it is not clean, you can easily see it and clean it.
5. To have a clean table top, use the appropriate glass cleaning solution and soft paper towels. Never use abrasive materials as they may cause scratches on the surface.
6. Do not keep warm or cold items directly on a furniture surface Eg Hot Pad, Hot dish, Tawa.

Leather

1. Protect leather from direct sunlight and sources of heat to prevent colour fading.
2. For general cleaning only use a dry soft cloth to clear the superficial dirt.
3. If vacuum cleaning, use a soft brush nozzle to avoid scratching the surface.
4. We recommend using Leather Cleaner for cleaning the sofa/chair 2-3 times a year removal is done with a common cleaning detergent and in certain cases white spirit.
5. If necessary, wipe or lightly rub the whole surface with a clean, soft cloth wrung in soapy water.

Sofa

1. We are dedicated to ensuring that every single piece of our upholstery provides you with perfect sitting comfort. That's why we primarily use high resilient foam in our seat cushions. High resilient foam is very structurally stable, ensuring optimum comfort and a long lifetime. The back cushions have channels inside them to keep the filling material in place.
2. If possible, switch the seat and back cushions on a regular basis to extend the life of your cushions and to ensure even wear over the years.
3. Make sure the legs are fitted tightly to the sofa and check them on a regular basis.

General

1. To protect your furniture from fading, avoid keeping your furniture next to windows where it can be exposed to direct sunlight.
2. For general cleaning only use a dry soft cloth.
3. Avoid placing items like burning candles or irons on any furniture as the heat generated from them may affect the life of your furniture in the long run, make use of candle holders to avoid melting wax touching the furniture etc.
4. Cleaning your furniture items regularly will help you maintain for a long period of time, make sure that you clean your furniture with a soft damp cloth.
5. In case of a spill on the furniture, never try to wipe it as it will spread the spill and hamper the polish, instead just blot the spill.

Mattress Care

1. Get Comfortable
   Allow yourself a 3-4 weeks to adjust to the new mattress.
2. Cover the mattress
   Cover your mattress to provide it a layer of protection from spills and stains
3. Don't remove the tag
   The warranty is void without the tag
4. Don't iron the mattress
   The inner foam and springs will get damaged
5. Don't use harsh liquids
   We don't recommend the usage of harsh chemicals and detergents to clean the mattress.
6. Don't smoke in bed
   We don't recommend you smoking on the bed as our products are not fire retardant.