Refund policy
Last updated: 3 May 2026
Nithya Boutique manufactures handcrafted rattan furniture to wholesale order. Every order we fulfil has been individually agreed with the buyer before a single piece of rattan is cut. This policy explains our position on cancellations, claims, and what we stand behind.
1. Our Pre-Production Approval Process
Before any production commences, every wholesale buyer goes through a structured approval process:
- Product selection: Style, design, and dimensions confirmed from our catalogue or custom specification.
- Material sign-off: Rattan material selected and agreed (Manau Sumatera, CL Rattan, Kubu Grey, Pulut, Fitrit/Rattan Core, Irit, or synthetic PE rattan on aluminium frame).
- Finish and colour: Natural, stained, or painted finish confirmed in writing.
- Sample approval: For new designs or custom orders, a physical pre-production sample is produced and approved in writing by the buyer before full production begins.
- Order confirmation: A written order confirmation is issued and signed off by both parties, specifying product, quantity, materials, finish, price, and delivery terms.
Full production only begins after all of the above steps are complete and the deposit payment has been received. This process exists to protect both the buyer and Nithya Boutique, and to ensure every order is exactly what was agreed.
2. All Sales Are Final
Because every order is manufactured specifically to the buyer's confirmed specification — and because the full approval process is completed before production begins — all sales are final and we do not offer refunds or accept returns on manufactured goods.
This policy reflects the nature of made-to-order wholesale manufacturing. Once a production run has been approved and commenced, the materials, labour, and factory capacity have been committed entirely to that order.
Buyers are strongly encouraged to raise any questions, amendments, or concerns before signing off on the order confirmation. Amendments requested after written confirmation may be accommodated at our discretion and may be subject to additional cost and revised lead times.
3. Manufacturing Defects and Errors
While all sales are final, we stand fully behind the quality of our work. If goods arrive and there is a genuine manufacturing defect — meaning a fault that is attributable to our production process and was not present in the approved sample — we will work with you to resolve it.
Eligible claims include:
- Structural defects not consistent with the approved sample.
- Incorrect materials, finish, or dimensions that deviate from the written order confirmation.
- Significant workmanship failures outside the natural variation inherent to handcrafted rattan.
To raise a manufacturing defect claim:
- Contact us at info@nithyaboutique.com within 14 days of the goods arriving at the destination port.
- Provide your order reference, photographs clearly showing the defect, and a written description.
- We will review the claim within 10 business days and respond with our findings.
Where a manufacturing defect claim is upheld, our liability is limited to the value of the defective goods as stated on the commercial invoice. We will offer replacement production, a credit note, or a partial refund at our discretion. We are not liable for consequential losses, loss of profit, or costs arising from the defective goods.
4. Natural Material Variation
Rattan is a natural material. Inherent variation in colour tone, grain pattern, texture, and minor dimensional tolerances are characteristics of natural rattan and are not manufacturing defects. These variations are present in all natural rattan furniture regardless of manufacturer and are acknowledged and accepted by the buyer as part of the order confirmation process.
Natural material variation will not be accepted as grounds for a refund, credit, or replacement claim.
5. Transit Damage
All orders are shipped FOB (Free On Board) Belawan Port, Medan, Indonesia. Risk of loss and damage passes to the buyer at the point of loading. We are not liable for damage incurred during ocean transit, port handling, or customs clearance.
We strongly recommend that all buyers arrange adequate marine cargo insurance for their shipment. In the event of transit damage, we will provide all supporting documentation (commercial invoice, packing list, Bill of Lading, and pre-shipment photographs) to assist with an insurance claim.
6. Order Cancellation
Orders may not be cancelled after written confirmation and deposit payment. The deposit is non-refundable in all circumstances. For custom or OEM orders, any costs incurred in design, tooling, or materials procurement prior to a cancellation will be invoiced to the buyer. Please refer to our Terms of Service for full cancellation terms.
7. Contact
If you have a question about an order, a concern about goods received, or would like to discuss a claim, please contact us:
Nithya Boutique
Jl. Iskandar Muda No.127, Sei Sikambing D
Kec. Medan Petisah, Kota Medan
Sumatera Utara 20111, Indonesia
Phone: +62 831-5003-6902
Email: info@nithyaboutique.com