Return Policy

At phraxellchran, we are committed to your complete satisfaction with every custom furniture piece we create. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds for our custom-designed furniture products.

Understanding Custom Furniture

All furniture pieces created by phraxellchran are custom-designed and fabricated specifically to your specifications, dimensions, and material preferences. Due to the bespoke nature of our work, each piece is uniquely crafted for the individual client and cannot be resold to another customer. This fundamental characteristic of custom furniture significantly impacts our return and refund policies.

Design Approval Process

Before fabrication begins, every client participates in a comprehensive design approval process. This includes reviewing detailed 3D renderings, confirming dimensions and specifications, approving material selections and finishes, and providing written approval to proceed with fabrication. This thorough approval process ensures that the final piece meets your expectations and minimizes the likelihood of dissatisfaction.

Cancellation Policy

Orders may be cancelled before fabrication begins with a full refund minus a design fee covering the time invested in consultation and rendering development. Once fabrication has commenced, cancellations are subject to charges covering materials purchased, labor completed, and design work performed up to the cancellation date. These charges typically range from 25% to 75% of the total project cost depending on the fabrication stage.

Quality Guarantee and Defects

We stand behind the quality of our craftsmanship. If your furniture arrives with manufacturing defects, structural issues, or significant deviations from the approved specifications, we will repair or replace the affected components at no cost to you. Quality issues must be reported within 14 days of delivery with photographic documentation.

Manufacturing defects covered under this guarantee include structural failures in joinery or framework, finish defects such as improper coating application or premature finish deterioration, dimensional errors exceeding specified tolerances, and material defects affecting functionality or appearance. This guarantee does not cover issues arising from misuse, accidents, unauthorized modifications, or normal wear from extended use.

Damage During Delivery

We take extensive precautions to ensure safe delivery of your furniture. However, if your piece arrives damaged due to shipping or handling, you must note the damage on the delivery receipt and contact us immediately with photographic evidence. We will arrange for repair, replacement, or refund as appropriate. Failure to document damage at the time of delivery may complicate claims processing.

Return Eligibility for Custom Pieces

Due to the custom nature of our furniture, returns are generally not accepted unless the piece has significant manufacturing defects or fails to meet the approved specifications. Returns based on subjective preferences such as color variations in natural materials, minor dimensional variations within acceptable tolerances, or changes in personal taste after approval are not eligible for refund.

In exceptional circumstances where we determine that return is warranted, returns must be initiated within 14 days of delivery, the furniture must be in original condition with no signs of use or assembly, all original packaging materials must be retained and available for return shipping, and photographic documentation of the issue must be provided. Approved returns may be subject to a restocking fee and return shipping costs.

Modification and Repair Options

Before considering a return, we encourage clients to explore modification options. Many concerns can be addressed through minor adjustments, repairs, or refinishing services. We offer complimentary consultations to discuss potential solutions that might resolve your concerns without the need for a full return. Our craftspeople can often modify finishes, adjust hardware, or make other changes to better meet your needs.

Refund Processing

Approved refunds are processed within 14 business days of receiving and inspecting the returned furniture. Refunds are issued to the original payment method used for purchase. Please note that custom design fees are non-refundable as they cover intellectual property and professional services already rendered. Shipping costs, both original and return, are typically non-refundable except in cases of manufacturing defects or our error.

Exchange Policy

Exchanges are not typically available for custom furniture as each piece is designed specifically for the original client. However, if you wish to commission a different design, we can discuss options for repurposing materials from the original piece if feasible, though this would constitute a new commission with associated costs.

Warranty Coverage

All custom furniture includes a comprehensive five-year warranty covering structural integrity and workmanship. This warranty provides long-term protection against defects that may not be immediately apparent at delivery. For details on warranty coverage, exclusions, and claim procedures, please refer to the warranty documentation provided with your furniture or contact our customer service team.

Initiating a Return or Reporting Issues

If you believe your furniture qualifies for return or if you have quality concerns, please contact our customer service team immediately. We will work with you to understand the issue and determine the appropriate resolution. Please provide your order number, detailed description of the issue, and clear photographs showing any defects or concerns.

Contact us at:
phraxellchran
1263 W Broadway, Vancouver, BC V6H 3X8, Canada
Phone: +18006226232
Email: info@phraxellchran.world

Our Commitment to Your Satisfaction

While our return policy reflects the realities of custom furniture fabrication, we are deeply committed to your satisfaction. We encourage open communication throughout the design and fabrication process to ensure the final piece exceeds your expectations. Our goal is to create furniture that you will treasure for generations, and we stand ready to address any concerns that arise.