Terms & Conditions
Price Validity
1
The exact price of your project will depend on measurements, scope of work and change in designs / material / finishes. Based on these revisions, you can expect the quote value to rise or drop by approximately 5-10%. However, in case of non standard product selection / customization / additional scope of work, the prices may substantially increase from the initial quote value.
2
Based on your initial discussion with the Carpento representatives, you shall make an initial payment of either 10% of quote value or INR 25,000, whichever is higher, for booking the order with Carpento, subject to terms and conditions mentioned herein, if applicable.
3
The Price structure has 3 installment:
• First Installment – 10% of the quote value or INR 25,000, whichever is higher, and is paid at the time of order booking.
• Second Installment – 50% of the quote value, which is payable within 2 days from the date of finalizing the design.
• Third/Final Installment – Remaining 40% of the quote value, which is payable as per the due date mentioned in the “Ready to Dispatch” email sent to the Customer.
Note: A non-refundable Convenience fee of 2% (including GST) on payment amount may be levied on certain modes of payment including Credit card /Debit card/Net Banking/ Wallet /Etc.
4
The name used for order booking should be in line with the KYC of the customer. No name change possible once order is booked. Disclosing complete names at the time of order booking will help for all legal communications, availing finance options, GST Invoice in case of registered person and processing refund if in case of cancellation.
5
For booking an order with Carpento, your quote value should include a minimum of INR 150,000 “woodwork”. In case of the quote value having woodwork less than INR 50,000, the same be accepted.
6
The initial value of the quote may not include civil, plumbing, gas-piping or electrical work. The exact value of the quote will depend on the site conditions.
7
The final payment has to be completed before the material dispatch from the factory and not before installation.
8
Between First Installment and Second Installment payment stage of your order brand partnered categories such as appliances, lights and loose furniture etc are subject to price fluctuation and may not be available due to stock issues from the manufacturer’s end. In such cases, you will have an option to choose the other available products.
9
We have categorized the work of Carpento as interior solutions and it shall be considered as “Works Contract Services of Interior Solutions” (SAC 995476). Place of Supply will be considered based on the State where the installation is to be carried out irrespective of bill to State. GST shall be collected on each payment as per the installment cycle, and an invoice shall be issued after provision of the services i.e. on completion of the Scope. It is clarified that Carpento takes no liability or responsibility for your eligibility of the GST Input Tax Credit and the same shall be verified by you before engaging Carpento, i.e. before payment of the first installment.
10
If a customer wishes to make payments in cash, Carpento can accept cash up to Rs.199,999/- between all the stages of the respective project.
• Maximum amount of cash that Carpento accepts with PAN is Rs.1,99,999/- and note that, PAN should belong to the customer ONLY and it is mandatory to obtain copy of the PAN from a customer and to be shared with Finance team to approve payments.
• Maximum amount of cash that Carpento accepts without PAN is Rs. 49,999/-
• Orders can not be split to accommodate additional cash from a customer.
11
Carpento shall not be responsible for any defaults or delays in the event a customer fails to make payments as per the payment installments.
12
All payments made by the Customer throughout their engagement with Carpento should be approved by Carpento via email communication, and only on such approval, the payment shall be deemed effective.
Installation Checks
When civil work is done at site (including false ceiling, electrical, plumbing, gas piping, wall demolition, wall partition, etc.), hand marks and scratches are bound to occur and cannot be avoided. It’s recommended to have a final coat of paint after completion of all interiors.
Delivery and Installation of the Order
1
The delivery and installation of your Order shall be on or before the delivery date prescribed in the Quotation, and at the address given by you.
2
Delivery Date will be calculated from the date of completion of the following requirements (“All-Set-Go”):
• Customer making all payments, strictly in accordance with the specified payment milestones. The Delivery Guarantee will commence from the date of approval of payment, which shall be confirmed via email by Carpento ; and
• Both Parties, Customer and Carpento, signing off on the designs and specifications for the home interiors;
• Customer handing over the Site to Carpento in a condition that meets the requirements of Customer’s Site Readiness Checklist as per the Works Contract.
3
Carpento will dispatch materials for installation at customer’s site, in accordance with Carpento’s “Ready to Dispatch” email and upon receipt of the Third and Final Installment of the Price in full, from Customer. In the event customer does not accept the materials at its site within 15 (fifteen) days from the scheduled dispatch date, then the customer will be liable to pay Carpento storage charges of Rs. 500 (Indian Rupees Five Hundred) per day from the 16th (Sixteenth) day onwards; and in case of any risk of loss, theft or damage to such furniture or materials shall be borne solely by customer.
Delivery Guarantee
Customers may be entitled to the benefit of Carpento’s Delivery Guarantee, depending on the Scope of work, and subject to achieving All-Set-Go. Customers may either be provided with a (i) 45 days’ delivery Guarantee; or (ii) (45 + 10) days delivery Guarantee, or (iii) Nil Guarantee, subject to the Categories mentioned below. In all other cases, the Delivery Date is an estimate, and Carpento shall not be in breach if the same is not adhered to.
1. Standard Carpento Offerings: A 45-day delivery guarantee shall be applicable to your project if your overall scope of services includes items from the following “Type A” categories only.
• Modular / Fit-out Furniture (incl. installation)
• False Ceiling
• Standard Electrical Works (creation of new points, shifting of existing points)
• Countertop services (granite removal, chipping and installation)
• Appliances (incl. installation)
• Lighting (incl. installation)
2. Additional Services: A 45+10 day delivery guarantee is applicable to your project if your overall scope of services includes any items from the following “Type B” categories along with items from above mentioned “Type A” categories.
• Wallpaper (incl. Installation)
• Wooden Flooring
• Painting: Phase 2 (typically final coat of paint)
• Non-texture Painting
3. Non Standard Categories: A fixed timeline delivery guarantee will NOT be applicable on your project if it includes items from any of the following “Type C” categories:
• Loose Furniture (Urban Ladder, Flipkart, Latitude etc.)
• Mattress (Wakefit, Sunday, Duroflex)
• Texture Painting (Incl. final coat of paint); Or
• If your overall scope of services includes Non-Standard Electrical Works, Civil/ Renovation activities.
4. The fixed timeline delivery guarantee period, if applicable, will begin once all 3 of the following stages are complete:
• You & your Carpento project team have signed off on your design.
• You have accepted the Carpento Works Contract.
• The payment for your second installment is received , and approved by Carpento.
5. If we don’t complete your project within the applicable delivery guarantee period then we will pay you rent (Rs. 500/day) for every day of delay, subject to the fulfilment of all the pre-conditions for availing such a delivery guarantee. Please refer to the “Pre-conditions for Delivery Guarantee” section below to know more about such conditions.
6. Pre-conditions to our Delivery Guarantee: All items contained in the site-readiness checklist should be complete when we begin the installation process.
7. If an item is not marked with any category symbol in the quotation then it shall be assumed that it belongs to the “Type A” Category wherein a 45 days delivery guarantee will be applicable
8. Carpento shall not be liable in the event there are any delays in delivery attributable to Customer or due to an event of force majeure.
9. The word “Guarantee” or “Guaranteed” is used in marketing, branding, promotions, other places on the website and/or such other assets owned and managed by Carpento, in common parlance only and it should be interpreted accordingly.
Pre-Conditions for Delivery Guarantee
The Delivery Guarantee shall not be applicable in the following cases:
1
If the following items are in your scope or the builder’s scope:
• Granite supply or installation;
• Hob and /or chimney supply or installation; or
• Electrical point shifting;
2
If the site has restrictions on work timings during the day.
3
If you are not in full possession of the site and temporary possession has been allowed by the builder.
4
If there is concurrent work being done at the site by any other third party contractor like Painting, WallPaper, Wooden Flooring or Carpentry Work during installation, and work being executed by the builder such as civil works, core-cutting, painting, etc.
5
The Delivery Guarantee shall not be applicable if there are any changes to designs after the order is in production.
6
If you are living at the site at the time of installation.
7
Abnormal hindrances in execution like Continuous Lack of Power, Non-Working Lifts, No Permission from Builder, etc.
8
A force majeure event occurs.
9
OEM replacements due to functional defects found at the time of handover are outside the Delivery Guarantee. The replacements will be done free of cost based on the OEM timeline and Carpento will facilitate the replacements. E.g. hardware, appliances like hob and chimney, accessories, color mismatch or scratches in handles, etc.
10
Deep scratches found on shutters after peeling off of protective liners will be replaced by Carpento if they are not removable using polishing agents, but they are outside of Delivery Guarantee.
11
Shade variation for the same color of shutter finish will be replaced based on OEMs timeline, free of cost, but the same will be outside of Delivery Guarantee. Carpento will facilitate the replacements through OEMs.
12
If the woodwork component of the quote is equal to or greater than INR 15 lakhs then the Delivery Guarantee will not be applicable due to the volume of work involved.
Product Warranty
• All your woodwork shall be covered under Carpento’s Flat 10 Years and Flat 5 Years warranty, as per the details prescribed in the Covered Products section below. This safeguards you against any defect in manufacturing or in installation workmanship.
• All accessories, hardware and appliances are covered as per the respective Manufacturer’s Warranty Policy.
• A detailed description of our Warranty Policy is also mentioned in the Carpento Works Contract. You can refer to the Works Contract when you are making the Second Installment payment of the quote value.
Carpento provides a limited warranty on the Products as per the following 3 categories:
1
Covered Products
In case of any manufacturing defects or defects in installation workmanship in any of the following Products, and the same being in the warranty period mentioned hereunder, Carpento shall repair or replace, at its discretion, the said Products.
Product
Core Material; MDF and Composite Plywood Modules
Core Material; MDF and Composite Plywood Modules
Warranty Period
A maximum Carpento Warranty of 10 years
A maximum Carpento Warranty of 5 years
Remarks
Covers against delamination and edgeband peeling
Covers against delamination and edgeband peeling
Exceptions
Refer to the heading “Limitations to Warranty” covered below
Refer to the heading “Limitations to Warranty” covered below
2
Products from OEMs
In case of certain Products (as listed below) being procured from original equipment manufacturers (OEM) and supplied to you, you shall be provided with the warranty as provided by such OEM
Product
Hardware, Accessory
Appliances
Sink, Tap, Other Plumbing Installation
Switches, Lights, Other Electrical Installation
Warranty Period
Manufacturer’s Warranty
Manufacturer’s Warranty
Manufacturer’s Warranty
Manufacturer’s Warranty
Remarks
N/A
N/A
No warranty for installation services and leakage post-handover
Labour Charges of Rs. 500 will be charged for any replacement
Exceptions
Customers are advised to not use household cleaning agents, chemical sprays, etc; Does NOT cover damage caused by misuse, negligence, normal wear and tear
Labour, Cleaning Charges (for Chimney) will be charge extra
Labour, Cleaning Charges (for Chimney) will be charge extra
Wiring inspection to be done by customer during handover and issues, if any, will be rectified
3
No Warranty Products
All other items, Products or materials supplied or used by us, an illustrative list of which is provided below, are provided on an as-is basis, without warranties of any kind.
Product
Countertop
Gas Piping, Tiling, Other Civil Work (False Ceiling, Painting etc)
Mirror, Glass, Other Fragile Item
Warranty Period
No Warranty
No Warranty
No Warranty
Exceptions
N/A
Inspection to be done by customer during handover and issues, if any, will be rectified
N/A
4
Covered Services – Carpento’s Service Warranty
In case of any installation defect in any of the following Product(s), within the specified warranty periods following handover date, Carpento shall repair, at its discretion, the said Products, with respect to underlined service issues.
Product
Countertop
Warranty Period
6 months
Remarks
6 Months warranty on installation only. The material and installation should both be from Carpento. Covers Installation defects like stone to stone joint issues, stone to sink joint issues, countertop sink joint leakage issues, sink levelling issues, grouting issues, countertop levelling issues NO WARRANTY ON COUNTERTOP MATERIAL
Exceptions
Does NOT cover damage caused by misuse, negligence, normal wear and tear. Does NOT cover the issues with respect to natural characteristics of stone, which include, but are not limited to, color variations, water lines, fissures, surface pits and blemishes. Does NOT cover issues arising due to architectural and engineering problems causing structural movement or settling. Does NOT cover stains, scratches and cracks caused due to use of improper cleaning solutions, placing hot vessels or damage from the dropping of heavy objects on the countertop.
Limitations to Product Warranty
Carpento does not warrant against and is not responsible for: (a) any condition of the Warranty Covered Products attributable to; or (b) any damage to such Products caused by any of the following:
1
Wear and tear suffered through normal use (including scratches, dents and cuts) or damage caused by impacts or accidents or mishandling.
2
Water leakage and seepage within the building structure and continuous dampness of the surface.
3
Does NOT cover damage caused by misuse, negligence, normal wear and tear.
4
Only bends that are >5mm will be attended by Carpento.
5
Degradation, discoloration, damage, fading, etc. in color, grain, or texture of natural wood materials, laminates and other materials due to exposure to intensive or excessive light, sunlight, moisture or heat or other environmental factors.
6
Use of inappropriate chemicals, detergents, abrasives or other inappropriate cleaning agents that can damage the wooden surface of the products or rust the accessories.
7
Mistreatment, negligent use, misuse, insufficient or improper care (including but not limited to exposure to harsh weather conditions).
8
Alterations, modifications or use of products which are beyond or inconsistent with the supplied product instructions by Carpento and/ the usage of products which have not been authorized by Carpento.
9
Damage caused by any force majeure event (such as flooding, hurricane, earthquake, lightning, etc.), environmental conditions (such as air pollution, solvent exposure, mold, mildew etc.), or staining from foreign substances (such as dirt, grease, oils, sprays etc).
10
Improper maintenance of the Covered Products the same not being utilized for the intended purpose;
11
In case of a resale of the Covered Products (either as part of the sale of Customer’s property or otherwise);
12
The Covered Products have been subject to re-installation, repair or alteration by any person not authorized by Carpento;
13
Rusting of channels, hinges and other metallic parts, as these could be damaged due to household chemicals and sprays;
14
Damage is caused by any Force Majeure event (such as flooding, hurricane, earthquake, lightning, pandemic, lockdown etc.), environmental conditions (such as air pollution, solvent exposure, mould, mildew etc.), harsh weather conditions, or staining from foreign substances (such as dirt, grease, oils, sprays etc.).
Procedure to claim Product Warranty
1
For claiming warranty against any of the Covered Products which is valid under the warranty terms, Customer shall raise a ticket on the Website or call on our toll free number, identifying the Covered Product and the defect observed, including photographs and/or other proofs of the same.
2
Once we receive your written notice, we shall send our authorized representative to your Site for inspection and assessing the same to confirm whether the claim is covered under Warranty.
3
If it is covered under warranty as per our representative’s information, we shall either arrange for repair or replace the defective Product.
4
In case of replacement: We shall provide a similar Product that is as close as possible in dimension, function and color to the defective product. We do not guarantee that the replacement product will be exactly the same as the Covered defective Product. A replacement Product will not be covered by any further warranties. i.e. no fresh warranty shall be applicable on a replaced product, which shall be covered under the original warranty term.
Service and Maintenance
1
For the first 6 months from delivery and installation, 1 (one) free service is provided to the Customers to address routine maintenance issues in respect of moving parts (hinges, channels etc.), such as alignment, the parts becoming loose, etc
2
To avail the free service, Customer should schedule a visit by contacting Carpento’s customer care number 8088 68 7700 or raise your request through Carpento’s customer care mail at [email protected]. If the free service is not availed by Customer within the aforesaid period of 6 months, Carpento’s obligation to provide such free service shall lapse.
3
After the period of 6 months, in case of maintenance requirement, Customers can seek paid maintenance services, by contacting Carpento’s customer care and scheduling a service visit. Such a visit shall be chargeable at Carpento’s then current service visit rates.
3
Any repairs or replacements advised during a service visit (whether free or paid-for), or any maintenance that may be sought by Customer, which is not covered under the Warranty terms, shall be done at additional charges. Carpento will provide Customer an estimate of such additional charges after inspection and assessment during the service visit.
Carpento Care
1
For any concerns regarding your project, please feel free to raise your request by sending us an email at [email protected]
2
We provide one service visit to the site, free-of-cost, within 6 months of the project completion and handover, for routine checks which cover moving parts like hinges, channels, etc. Our Care team will contact you to schedule the visit. The free service addresses issues like minor alignment, loose parts, etc. It also covers general alignment check of all shutters, lofts, the functioning of drawers and all accessories, and any additional concealment of wiring for the TV unit.
3
Since some products are designed to have a lot of moving parts, our products may require occasional re-alignment and servicing. If there are any service and maintenance requests after the free service, they will be taken up on a chargeable basis. Carpento’s current service visit fee is a sum of Rs. 750 (Rupees Seven Hundred and Fifty) per visit. This visit includes re-alignment of all products, but without any replacements. This request will have to be raised by the customer by sending a mail at [email protected]
3
If the work includes re-alignment of units and/or replacement of items not covered under warranty (due to physical damage, continuous water leakage, rusting, etc), the cost of replacement will be over and above Rs. 750, and a bill for the same will be provided after the visit.
Cleaning Services
1
Post installation, the following set of services will be done at the site:
• Dusting, sweeping and mopping of all areas.
• Cleaning of doors of the cabinets to remove pencil marks and dust.
• Cleaning the insides of wooden cabinets.
• Deep cleaning with the use of mechanical equipment is out of scope.
Unloading Services
1
Any movement of materials by stairs above 2nd floor will attract the following additional charge/s:
• A fixed unloading charge of Rs. 5000 shall be charged for movement of material from 3rd floor and above where the service lift is unavailable.
• An additional charge of Rs. 1000 will be applicable for each floor movement of material from the 9th floor and above, where the service lift is unavailable.
Cancellation Policy
At Carpento, we wish to see every order successfully completed. However, since we too depend on other stakeholders (such as manufacturers, raw material providers, accessory suppliers), there are instances when we need to make changes to our prices and material offerings. In such situations, we owe it to our customers to be fair and transparent, also allowing them to cancel their order if the situation demands. For all other instances, we would like to draw your attention to the table below:
Time of cancellation
Within 48 hours from order booking (payment of First Installment i.e. 10% of Order Value or INR 15,000, whichever is higher) and if Site Measurement has not happened
After 48 hours of order boking or if Site Measurement has happened, or at any time thereafter
Stage of Order
Design Stage
Design Stage
Policy
100% refund of the Order Booking Amount shall be made (i.e. either INR 25,000 or 10% of Order Value, whichever is higher)
Nil refund.
Notes:
1. Time period is computed from the date of order booking ( i.e. Order Booking Amount received by Carpento).
2. Order Booking Amount: The payment of 10% of Order Value or INR 25,000, whichever is higher, by the Customer at the stage of order booking.
3. Design Stage: This Stage commences after Customer makes payment towards 1st installment (10 % of the Order Value or INR 25,000, whichever is higher), and ends before payment of the second installment (45% of Order Value).
4. Production Stage: This Stage commences when the Customer makes successful payment towards 2nd installment i.e. 50% of the Order value. It is during this stage the orders are pushed for production.
5. Site Measurement: Site Measurement refers to the date when Carpento representatives visit the Customer site for masking.
6. Order Value: This can be defined as the total value of your project that shall be paid to Carpento, as finalized post the confirmation of quote. This value is inclusive of all discounts and tax, as applicable.
7. Refunds as per above policy as applicable will be processed only to the customer bank account irrespective of what mode and from whose account we have received the original payment
