This Dispute Resolution & Grievance Policy (“Policy”) applies to all purchases, services, and interactions with Furniture by Piroji, a brand operated by Piroji Furniture Pvt. Ltd. (“Company”). By using our website or purchasing our products, the customer (“User”) agrees to the terms outlined below.

1. Objective of the Policy

The objective of this Policy is to provide a transparent, structured, and time-bound mechanism for addressing customer complaints, disputes, and grievances in a fair and efficient manner, while ensuring compliance with applicable Indian laws.

2. Scope of Grievances

This Policy covers grievances related to:

• Order processing, payment, or billing
• Delivery, shipping delays, or logistics concerns
• Product quality, defects, or damage claims
• Replacement, return, refund, or warranty-related disputes
• Customer support or service-related issues

Matters already governed by specific policies (Shipping, Returns, Warranty, Replacement, Assembly, etc.) shall be addressed in conjunction with those applicable policies.

3. Grievance Reporting Procedure

Customers must raise grievances in writing through the official support channel:

📩 Email: support@piroji.com

The grievance submission must include:

• Order ID / Invoice number
• Registered contact details
• Detailed description of the issue
• Supporting documents, photographs, or videos (including unboxing video, if applicable)

Incomplete or unsupported complaints may result in delayed resolution.

4. Acknowledgement & Resolution Timeline

• All grievances will be acknowledged within 48 working hours of receipt.
• The Company shall endeavor to resolve the grievance within 15 working days, depending on the complexity of the issue.
• Certain cases may require additional time due to inspection, third-party logistics involvement, or technical evaluation.

5. Internal Escalation Mechanism

• If the grievance is not resolved at the initial support level, it may be escalated to the internal grievance redressal team for further review.
• The decision taken after internal escalation shall be communicated to the customer in writing.

6. Dispute Resolution Method

6.1 The Company encourages amicable resolution through discussion and mutual understanding.

6.2 In case the dispute remains unresolved after internal escalation:

• The matter shall be subject to mediation or arbitration, as deemed appropriate by the Company, in accordance with the Arbitration and Conciliation Act, 1996.

7. Jurisdiction & Governing Law

• This Policy shall be governed by and construed in accordance with the laws of India.
• All disputes shall be subject to the exclusive jurisdiction of courts in Rajasthan, India.

8. Limitation of Liability

• Furniture by Piroji shall not be liable for indirect, incidental, or consequential damages arising from disputes.
• The Company’s liability, if any, shall be limited to the value of the product or service in dispute.

9. False or Malicious Claims

• The Company reserves the right to reject grievances that are false, frivolous, or unsupported by evidence.
• Repeated misuse of grievance mechanisms may result in restriction of service.

10. Policy Amendments

• Furniture by Piroji reserves the right to modify or update this Policy at any time without prior notice.
• The Policy applicable at the time of transaction shall govern the grievance or dispute.

11. Contact for Grievance Redressal

📩 Grievance Email: support@piroji.com
📍 Brand: Furniture by Piroji
🏢 Operated by: Piroji Furniture Pvt. Ltd.