The craft
“A master joiner selects wood for a piece by its grain direction — not just its figure. How the grain runs determines how the joint will hold.”
Royal Nilambur
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The craft
“A master joiner selects wood for a piece by its grain direction — not just its figure. How the grain runs determines how the joint will hold.”
Royal Nilambur
Our commitment
Every piece is made to order for a specific customer. We don't accept change-of-mind returns — but we stand behind every piece we build and fix any issue that is our responsibility.
Because every Royal Nilambur piece is built to order for a specific customer, we cannot accept returns for change of mind. A made-to-order piece cannot be resold, and refusing this protects the integrity of our process.
What we do instead: we fix problems. Delivery damage, manufacturing defects, joint failures under warranty — our first response is always to repair, on-site wherever possible. This is faster for you and better for the piece than a return-and-replace cycle.
We take the piece back to our Nilambur workshop only when the repair genuinely requires it. We collect at our expense, repair it properly, and redeliver.
Must be reported within 24 hours of delivery
Each piece is inspected and photographed before packing. If something is damaged in transit, we want to know immediately — within 24 hours of delivery, with photographs of the damage and the packaging.
Report within 24 hours
WhatsApp or email us with clear photographs of the damage and your order number. The 24-hour window exists because transit damage is visible immediately — and early reporting lets us act quickly.
We assess and schedule a visit
We review the photos and confirm the damage is from transit. Our team then schedules a visit to your home — typically within a few days.
On-site repair if possible
Surface damage, finish issues, minor structural damage — our team fixes these at your home in a single visit. Most transit damage falls into this category.
Workshop repair for anything more serious
If the damage is more significant — broken joints, structural fracture — we collect the piece at our expense, repair it properly at the Nilambur workshop, and redeliver. We agree a timeline with you before the piece leaves.
Manufacturing defects — joint failure, structural instability, defects in the wood that weren't visible before finishing — are covered under our 10-year structural warranty. Report anytime within the warranty period; the same fix-first process applies.
We fix this
Not covered
Before production begins: Full refund, no questions asked. Contact us as soon as possible after placing your order if you need to cancel.
After production begins: Once timber has been selected and cutting has started, the piece cannot be cancelled — it is being built for you specifically, to your dimensions, and cannot be adapted for another customer.
We send a production start notification via WhatsApp. This is your last point to cancel without cost.
To report an issue
WhatsApp or email us with your order number and photographs. Mon–Sat 10am–7pm IST.