INTRODUCTION
At House of Filiz, we pride ourselves on delivering home interiors that blend design excellence, functional utility, and lasting quality. Our Warranty Policy & Quality Promise (hereafter referred to as "Warranty Policy") is designed to provide you with complete clarity and assurance. This policy outlines in exhaustive detail the scope of our responsibility, the precise boundaries of coverage, the steps to invoke warranty support, and the rights and duties of all parties involved.
This Warranty Policy applies exclusively to interior design work, custom manufacturing, and fabrications executed by House of Filiz under a valid, signed agreement. It is non-transferable and strictly limited to the original purchasing party as named in the contract.
WARRANTY DURATION
The duration of the warranty coverage provided by House of Filiz shall range between 1 year to 10 years, depending on the final budget and scope of the client's approved project. Specific warranty terms for each product or service category will be explicitly mentioned in the signed Work Agreement. The warranty period will be determined at the project initiation stage and documented clearly prior to execution. No verbal communication or assumption shall override the written agreement.
SCOPE OF WARRANTY COVERAGE:
1. MODULAR SYSTEMS (UP TO 10-YEAR WARRANTY)
The following categories are covered under a maximum 10-year limited warranty, beginning from the date of possession/handover or installation, whichever is earlier. The exact period for each component will depend on the client's budget tier and shall be mentioned in the agreement:
1.1 Covered Items:
- Modular Kitchens: All cabinets, shutters, laminates, carcasses, and structural components installed by House of Filiz
- Modular Wardrobes: Sliding, hinged, and walk-in systems including all external finishes
- Modular Storage Units: Modular vanities, bar units, study tables, TV units, and other custom modular storage systems
- Semi-Modular Metal Structures: Structural framing or modular support components constructed using aluminum or metal and pre-assembled offsite
1.2 Specific Exclusions:
- Any modular product used in wet areas without proper waterproofing measures in place
- Damage due to non-House of Filiz installations or changes post-installation
- Any add-on units retrofitted without House of Filiz supervision or documentation
- Damage due to overloading, misuse (standing/sitting on cabinetry), or intentional alterations
- Issues arising from lack of maintenance such as rust, dirt buildup, or prolonged water exposure
- Cracks or splits caused by extreme humidity fluctuations (acceptable indoor humidity must be maintained between 40%-55%)
- Aesthetic variation in wood grains, stains, or colour shifting over time due to sunlight or natural oxidation
- Any third-party tampering, drilling, or hardware addition/modification after handover
2. HARDWARE FITTINGS (UP TO 2-YEAR WARRANTY)
Hardware fittings installed by House of Filiz carry warranty coverage ranging from 1 to 2 years based on project budget and scope as specified in the signed agreement.
2.1 Covered Hardware Items:
- Hinges: Concealed hinges, piano hinges, soft-close hinges, heavy-duty hinges, and specialty hinges
- Drawer Channels/Slides: Ball bearing channels, soft-close channels, push-to-open channels, telescopic slides, and undermount slides
- Locks & Latches: Cabinet locks, drawer locks, magnetic catches, push-to-open mechanisms, and child safety locks
- Sliding Systems: Wardrobe sliding tracks, kitchen shutter sliding systems, bypass door hardware, and pocket door mechanisms
- Lift-up Systems: Gas springs, hydraulic lift systems, overhead cabinet support mechanisms, and flap-stay systems
- Specialty Hardware: Corner solutions, carousel units, pull-out baskets, wire organizers, and modular accessories
2.2 What's Covered for Hardware:
- Manufacturing defects causing operational failure or malfunction
- Corrosion due to material defects (not environmental exposure)
- Mechanical failure of moving parts under standard load and usage conditions
- Improper installation by House of Filiz resulting in hardware malfunction
- Soft-close mechanisms failing to function properly within warranty period
- Structural failure of mounting points or attachment systems
2.3 What's NOT Covered for Hardware:
- Normal wear and tear including surface scratches, minor loosening, or aesthetic changes
- Damage from overloading beyond manufacturer's specified weight limits
- Corrosion due to excessive moisture, humidity, chemical exposure, or poor ventilation
- Forced operation, misuse, slamming doors/drawers, or hanging objects on handles
- Damage from third-party adjustments, tightening, lubrication, or replacement attempts
- Hardware failure due to structural movement, settling of the property, or wall/floor issues
- Aesthetic issues like color fading, tarnishing, patina development, or surface wear
- Hardware replaced, modified, or adjusted without House of Filiz authorization
- Damage from cleaning with harsh chemicals or abrasive materials
- Issues arising from installation in unsuitable environments (high moisture, extreme temperatures)
3. FURNITURE PRODUCTS (UP TO 2-YEAR WARRANTY)
The following furniture items, if purchased from House of Filiz or manufactured by us, carry a warranty of up to 2 years from the date of delivery. The exact period will depend on the project scope and shall be specified in the agreement.
3.1 Covered Items:
- Beds and Headboards: Structural integrity, joint stability, and finish quality
- Sofas and Sectionals: Frame construction, spring systems, and structural components
- Coffee Tables and Side Tables: Surface integrity, leg stability, and structural soundness
- Dining Tables and Chairs: Joint construction, surface finish, and structural stability
- Console Units: Structural components, drawer mechanisms, and finish quality
- Shoe Racks and Entryway Furniture: Structural integrity and functional components
- Outdoor Furniture: Items used in covered or protected spaces only
Coverage includes: Structural failure, material cracking or deformation, manufacturing defects, and workmanship issues affecting functionality.
3.2 What's NOT Covered:
- Upholstery wear and tear, fading, foam softening, sagging, or discoloration
- Fabric staining, pilling, or texture changes from normal use
- Misuse including jumping, standing on furniture, dragging, or water exposure
- Furniture kept in open-air or exposed to harsh weather conditions
- Scratches, dents, or marks from normal daily use
- Color variations due to sunlight exposure or natural aging
- Damage from pets, children, or accidental spills
4. SERVICES (UP TO 10-YEAR WARRANTY)
Depending on the nature and value of the project scope, services delivered by House of Filiz will carry a warranty between 1 and 10 years. The specific warranty duration for each category below will be stated in the client's agreement, determined by the budget and complexity.
4.1 Custom Woodwork and Carpentry – Up to 10 Years
What's Covered:
- Surface finish defects including peeling laminates, bubbling veneers, or polish degradation caused by workmanship
- Loosening of fixed elements due to installation errors (wall-mounted shelving, brackets)
- Hardware detachment where improper fitting or screw placement is identified as the root cause
- Structural weakness in custom-built components due to construction defects
What's NOT Covered:
- Damage due to overloading, misuse, standing/sitting on cabinetry, or intentional alterations
- Issues arising from lack of maintenance such as rust, dirt buildup, or prolonged water exposure
- Cracks or splits caused by extreme humidity fluctuations (indoor humidity must be 40%-55%)
- Natural wood movement, grain variations, or colour shifting due to sunlight or oxidation
- Third-party tampering, drilling, or hardware addition/modification after handover
- Damage from pests, termites, or environmental factors beyond our control
4.2 Electrical Installations – Up to 1 Year
Note: Applicable only if project scope exceeds INR 50,000 and materials used meet House of Filiz standards
What's Covered:
- Faulty wiring, short circuits, tripping, or overloading caused by installation errors
- Improper or loose connections in switches, sockets, and circuit breakers
- Malfunctioning electrical panels
- Inadequate earthing or grounding issues due to installation defects
- Wire routing problems causing interference or safety hazards
What's NOT Covered:
- Issues from external voltage fluctuations, lightning, power surges, or grid problems
- Damage from customer misuse, appliance overloading, or improper usage
- Third-party installations, modifications, or alterations post-handover
- Corroded or rusted electrical components due to environmental exposure
- Electrical failures due to building structural issues or moisture ingress
- Damage to electrical appliances or devices connected to the system
4.3 Plumbing Installations – Up to 1 Year
Note: Applicable only if project scope exceeds INR 50,000 and all pipes/fittings installed by House of Filiz
What's Covered:
- Leaks in plumbing joints, pipe connections, or sanitary installations
- Dripping from water lines due to faulty fitting or workmanship errors
- Improper installation of outlet lines causing flow issues or blockages
- Faulty pipe routing or inadequate slope causing drainage problems
- Water pressure issues due to incorrect pipe sizing or installation
What's NOT Covered:
- Issues caused by municipal water supply defects, pressure variations, or third-party connections
- Physical damage due to mishandling, impact, or accidental damage after handover
- Defects in fixtures (taps, faucets, showers) unless explicitly covered by manufacturer warranty
- Blockages from user negligence, debris, foreign objects, or improper disposal
- Damage from freezing, extreme temperatures, or environmental factors
- Corrosion due to water quality issues or chemical reactions
4.4 False Ceiling (Gypsum/PoP) – Up to 1 Year
Note: Applicable for ceiling installations exceeding 200 square feet and installed as per House of Filiz specifications
What's Covered:
- Separation or peeling of joint compound between panels due to installation defects
- Cracks or fissures on ceiling surfaces caused by improper installation techniques
- Sagging or structural issues due to inadequate support or framework problems
- Paint peeling or finish problems directly related to ceiling preparation issues
What's NOT Covered:
- Cracks from building structural movement, settlement, or expansion/contraction
- Water damage from roof leaks, plumbing issues, or AC condensation
- Damage from hanging heavy objects without proper reinforcement or consultation
- Mold, mildew, or fungal growth due to moisture or ventilation issues
- Natural settling cracks or minor hairline cracks that don't affect functionality
- Damage from renovations or modifications by third parties
5. THIRD-PARTY & DECOR PRODUCTS
- 5.1 Items such as appliances, light fittings, loose decor, wall panels, cladding materials, and furnishings purchased via House of Filiz from third-party vendors are covered exclusively by the respective manufacturer's warranty
- 5.2 House of Filiz assumes no responsibility for negotiating, honoring, or enforcing warranties offered by external brands unless specifically agreed in writing
- 5.3 We will assist customers in warranty claim processes for third-party products as a goodwill service, but final decisions rest with the manufacturer
- 5.4 Installation warranties for third-party products are limited to the installation service only, not the products themselves
WARRANTY ACTIVATION CONDITIONS
The warranty shall be considered valid and binding only when all the following conditions are met:
- A comprehensive Work Agreement has been signed by both parties with clear scope definition
- Full payment has been received and acknowledged as per agreed payment schedule
- The site has been formally handed over with proper documentation and handover certificate signed
- The product/service remains in its originally installed location without relocation
- The warranty claim is raised by the original customer as named in the contract (non-transferable)
- The customer has complied with all provided usage guidelines and care instructions
- Regular maintenance recommendations have been followed as advised during handover
NOTIFICATION TIMEFRAMES
For warranty claims to be considered valid and actionable:
- Product Defects: Must be reported within 10 calendar days of detection or discovery
- Service Issues: Carpentry, plumbing, electrical defects must be reported within 3 calendar days
- Hardware Problems: Must be reported within 7 calendar days of malfunction
- Structural Issues: Must be reported immediately upon discovery, within 24 hours for safety concerns
- Communication Method: All claims must be raised via official channels (email or registered contact number with written follow-up)
CLAIM PROCEDURE
Our systematic approach to warranty claim resolution:
1. Claim Submission: Customer submits detailed warranty claim including:
- Proof of purchase and signed Work Agreement
- Handover document with date and signatures
- Clear photographs of the defect from multiple angles
- Detailed description of the issue and when it was first noticed
- Any relevant maintenance records or usage details
2. Acknowledgment: House of Filiz acknowledges claim within 3 business days and assigns a reference number
3. Inspection Scheduling: Authorized representative schedules on-site or off-site inspection within 7 business days
4. Assessment & Proposal: Post-inspection, House of Filiz provides resolution proposal within 2 business days:
- On-site repair with timeline and process details
- Off-site repair/refabrication with pickup and delivery schedule
- Component replacement with specifications and availability
- Alternative solutions if standard options are not feasible
5. Resolution Execution: Approved solutions implemented within agreed timelines with regular updates
Estimated Response Times by Claim Type
- Emergency/Safety Issues: Within 24 hours (electrical hazards, structural problems)
- Functional Defects: 3-7 business days (doors not closing, drawers sticking)
- Aesthetic Issues: 7-14 business days (finish problems, minor adjustments)
- Hardware Replacements: 5-10 business days (depending on availability)
- Custom Manufacturing: 14-21 business days (replacement components)
COVERAGE LIMITATIONS
Important limitations to warranty coverage:
- Product Availability: Repairs or replacements based on current product availability at time of claim
- Design Evolution: Replacement components may vary in color, finish, or dimensions due to product updates
- Warranty Period: No warranty period extension or restart after repair or replacement
- Additional Costs: Labor costs for dismantling, reinstallation, or relocation borne by customer unless specifically covered
- Scope Limitation: Warranty covers only the specific defective component, not entire system replacement
- Matching Limitations: Perfect color or grain matching cannot be guaranteed for wood products over time
WARRANTY VOID CONDITIONS
This warranty becomes null and void under the following circumstances:
- Unauthorized Modifications: Product/service altered, dismantled, or modified without prior written consent
- Third-party Repairs: Unauthorized repair attempts by non-House of Filiz personnel
- Relocation: Product moved from original installation location
- Guideline Violations: Care guidelines (humidity control, load limits, usage instructions) violated
- Negligence or Misuse: Damage due to negligence, misuse, physical impact, or accidents
- Third-party Work: Damage from subsequent work by other contractors or service providers
- Expired Claims: Claims raised after warranty period expiration
- Environmental Damage: Damage from floods, fires, earthquakes, or other natural disasters
- Non-compliance: Failure to follow recommended maintenance schedules or care instructions
FORCE MAJEURE
House of Filiz shall not be liable for delays or failures in warranty service due to circumstances beyond our reasonable control, including but not limited to:
- Natural disasters (earthquakes, floods, cyclones, fires)
- Government actions, regulations, or policy changes
- Pandemics, health emergencies, or public health restrictions
- Civil unrest, strikes, or labor disputes
- Acts of terrorism or war
- Supply chain disruptions or material shortages
- Transportation strikes or logistics failures
In such cases, warranty obligations will resume once normal operations are restored, and affected timelines will be extended accordingly.
DISPUTE RESOLUTION
Our structured approach to resolving warranty disputes:
- Direct Resolution: Initial attempt through our customer service team and project managers
- Senior Management Review: Escalation to senior management for complex cases
- Mediation: If unresolved, parties agree to mediation through a mutually acceptable neutral third party
- Arbitration: Binding arbitration before approaching courts, if mediation fails
- Legal Action: Court proceedings only after exhausting all above options
WARRANTY TRANSFER CONDITIONS
This warranty is generally non-transferable. However, in exceptional cases of property sale, warranty may be transferred under these strict conditions:
- Notification: Written notification to House of Filiz within 30 days of property ownership transfer
- Documentation: Proof of property ownership transfer with legal documents
- Acceptance: New owner's written acceptance of all warranty terms and conditions
- Transfer Fee: One-time administrative processing fee of ₹5,000
- Inspection: Mandatory inspection to assess current condition before transfer approval
- Limitation: Transfer allowed only once during warranty period
- Reduced Coverage: Transferred warranty period reduced by 25% of remaining duration
LIMITATION OF LIABILITY
House of Filiz's liability is limited and shall not extend to:
- Indirect Damages: Consequential, incidental, punitive, or special damages
- Loss of Use: Compensation for time, income, or opportunity losses
- Alternative Arrangements: Costs of temporary accommodation or living arrangements during repairs
- Emotional Distress: Compensation for inconvenience, stress, or emotional impact
- Maximum Liability: Total liability limited to original purchase price or replacement value, whichever is lower
- Third-party Claims: Damages claimed by parties other than the original customer
- Business Losses: Commercial losses if residential space used for business purposes
FREQUENTLY ASKED QUESTIONS
Q: What if I need temporary solutions while repairs are pending?
A: For urgent functional issues affecting daily life, we may provide temporary fixes or alternative arrangements on a case-by-case basis. Safety-related issues receive immediate attention with temporary solutions until permanent repairs are completed.
Q: Can I get warranty service if I've made minor modifications?
A: Minor modifications with prior written approval from House of Filiz will not void warranty. However, unauthorized changes, even if minor, will void coverage for the affected components and potentially related systems.
Q: What happens if the exact replacement part is discontinued?
A: We provide the closest equivalent in terms of function and quality. While appearance may differ slightly, functionality will be maintained or improved. Customers will be informed of any variations before replacement.
Q: How do I maintain my warranty coverage?
A: Follow all care instructions provided during handover, maintain indoor humidity between 40-55%, avoid overloading, clean with recommended products only, and schedule any modifications through House of Filiz. Keep all warranty documents safe.
Q: Are there any annual maintenance requirements?
A: While not mandatory, we recommend annual maintenance checks for projects above ₹5 lakhs. This helps identify potential issues early and ensures optimal performance. Maintenance services are available at nominal charges.
Q: What if I'm not satisfied with the warranty repair quality?
A: If you're not satisfied with repair quality, contact us within 7 days of completion. We'll re-evaluate and redo the work if necessary. Our goal is complete customer satisfaction within warranty terms.
Q: Can I extend my warranty period?
A: Extended warranty options may be available for purchase before the original warranty expires. Terms and pricing vary based on project scope and current condition. Contact us 6 months before expiry to explore options.