Published policy

Service and Repair Policy (v2.1)

Service ticket lifecycle, technical triage, warranty vs chargeable repairs, spare parts sourcing, and post-service customer sign-off.

Slug: service-policyEffective: 2026-08-20Published: 8/20/2026Statutory & Rulebook Codified

Service and Repair Policy

This policy governs the after-sales maintenance, repair operations, and service desk workflows managed by Subidha Furniture.

Every service or repair request follows an auditable lifecycle tracked in the Service Desk system:

**Intake & Logging**: Customer logs ticket via customer portal, phone, or showroom desk. A unique Ticket ID (`TCK-XXXX`) is issued.
**Triage & Assessment**: Service coordinator evaluates the issue, reviews warranty status, and assigns a technical specialist.
**On-Site Inspection**: Technician inspects the furniture on-site, assessing whether the fault is covered under warranty or requires chargeable maintenance.
**Estimate & Customer Approval**: If chargeable, an itemized parts and labor estimate is provided. Work proceeds only upon customer authorization.
**Execution & Handover**: Repair completed on-site or in the workshop.

Please confirm invoice, EMI, refund, warranty, delivery, and compliance terms with the branch before payment.

**Closure Sign-Off**: The customer inspects the completed work and signs the digital service completion certificate.

**Scope of Chargeable Services**: Out-of-warranty products, damage resulting from accidents/spills, relocation assembly/disassembly, sofa re-foaming, and bespoke polishing.
**Transparent Rates**: Labor charges, transit fees, and hardware replacement parts are billed at published standard workshop rates.
**Estimates & Payment**: Detailed estimates must be accepted prior to work initiation. Payment is receipted through standard digital channels.

**Genuine Hardware**: All replacement drawer runners, hinges, handles, and hydraulic pumps are sourced from verified brand partners matching original factory specifications.
**Parts Warranty**: New replacement hardware components installed during paid repairs carry a ninety (90) day operational warranty.

**Workshop Transfer Receipt**: If an item must be transported to the central workshop for specialized carpentry or re-finishing, a formal Workshop Custody Challan is executed detailing item condition.
**Transit Care**: Subidha Furniture handles workshop transit with protective furniture padding and transit insurance coverage.

Published policy text is for customer clarity, operational governance, and statutory compliance.
Contracts, tax invoices, receipts, and audited delivery records remain the canonical transaction source.
For contract-specific clarifications, contact the Subidha Furniture showroom administration.