REPLACEMENT POLICY
Effective Date: 25/06/2026
At Enlay Sofa, we are committed to delivering high-quality furniture products. If you receive a product that is damaged, defective, or different from what was ordered, we will assist you with a replacement in accordance with the terms outlined below.
Key Points of Our Replacement Policy:
Eligibility for Replacement
A replacement request may be approved under the following circumstances:
• The product delivered is different from the product ordered.
• The product has a manufacturing defect.
• The product is damaged during transit or delivery.
• Essential components or accessories are missing from the delivered package.
• The product received is unusable due to a verified quality issue.
All replacement requests are subject to verification and approval by Enlay's Quality Assurance Team.
Replacement Window
• Customers must report any damage, defect, or incorrect product within 48 hours of delivery.
• Replacement requests submitted after this period may not be eligible for approval.
• Visible transit damage should ideally be reported immediately upon delivery.
Replacement Process
To request a replacement:
Step 1: Raise a Request
Contact our Customer Support Team via email or phone and provide:
• Order Number
• Customer Name
• Contact Details
• Description of the issue
• Clear photographs and/or videos showing the defect, damage, or discrepancy
Step 2: Verification
• Our support team will review the submitted information.
• Additional photographs, videos, or information may be requested.
• In certain cases, a physical inspection may be arranged before approval.
Step 3: Approval
Once the issue is verified:
• A replacement approval will be issued.
• Pickup of the original product may be arranged where applicable.
• The replacement product will be manufactured or dispatched based on product availability.
Step 4: Replacement Delivery
• Approved replacement products will be delivered at no additional cost to the customer.
• Delivery timelines may vary depending on product availability and customer location.
Conditions for Replacement
To qualify for a replacement:
• The product must remain substantially unused except for inspection purposes.
• The product should not have been altered, repaired, assembled incorrectly, or modified by the customer.
• Original invoice or proof of purchase must be provided.
• Customers must cooperate with the inspection process if requested.
Exclusions
Replacement requests will not be accepted in the following situations:
Normal Wear and Tear
• Minor fabric creasing.
• Cushion softening due to regular use.
• Natural settling of foam and upholstery.
• Minor variations in stitching, texture, grain, or finish.
Customer-Induced Damage
• Damage caused by misuse, negligence, improper handling, or accidents.
• Scratches, stains, cuts, burns, pet damage, or water damage.
• Damage resulting from moving, relocation, or improper storage.
Natural Variations
Furniture products may exhibit slight variations in:
• Fabric shade and texture.
• Wood grain patterns.
• Leather appearance.
• Dimensions within acceptable manufacturing tolerances.
Such variations are not considered defects and do not qualify for replacement.
Unauthorized Repairs or Modifications
Products that have been repaired, altered, disassembled, or modified by any person or service provider not authorized by Enlay will not be eligible for replacement.
Customized or Made-to-Order Products
Customized products manufactured according to customer-selected specifications, dimensions, fabrics, colors, or finishes are generally not eligible for replacement unless:
• The product has a verified manufacturing defect.
• The wrong customization was produced by Enlay.
• The product suffered transit damage.
Important Notes
• Replacement is subject to stock availability and production timelines.
• Enlay reserves the right to repair, replace specific components, or replace the entire product depending on the nature of the issue.
• Approval of a replacement request shall be at the sole discretion of Enlay after verification.
• This policy should be read in conjunction with our Warranty Policy and Terms & Conditions.
Contact Us
Enlay Sofa
Email: support@enlay.in
Phone: +91-9112805133
Address: Enlay Sofa
MILKAT NO-5/1495, GAT NO-516, WAGHOLI, PUNE
NAGAR ROAD, WAGHOLI, Pune, Maharashtra, 412207
