Returns & Claims
Comprehensive guidelines covering shipping damage claims, cancellations, and natural wood warranties.
1. Shipping Damage & Cargo Insurance Claims
All ocean container and air freight shipments are covered under premium marine cargo insurance (all-risk coverage) when shipped under CIF or DDP terms. In the event of transit damage:
- Bill of Lading Notation: Inspect the container seals and crates immediately upon delivery. Note any visible damage, seal tampering, or moisture exposure directly on the carrier's Delivery Receipt or Bill of Lading (B/L) before signing.
- Photo Documentation: Take high-resolution photographs of the container exterior, security seals, and damaged pieces in their original crating.
- Reporting Window: Submit claims to hello@naniacglobals.com within **7 calendar days** of delivery. Late notifications may invalidate insurance coverage.
2. Wood Moisture Acclimatization Notice
IMPORTANT NOTE: Solid wood adapts to regional environmental conditions. Upon unloading at your destination site, solid wood furniture must be allowed to acclimate to local humidity and temperature for **14 to 21 days** prior to assembly or installation. Natural hairline checking, slight shrinkage, or minor wood movement during this acclimation window is normal and does not justify damage claims.
3. Custom Orders and Cancellation Policy
Because B2B and custom-manufactured contract furniture are built to user specifications, these orders cannot be cancelled once the proforma invoice is confirmed and production has commenced. If an order must be cancelled, the 50% advance deposit is non-refundable to cover materials and engineering tooling costs.
4. Standard Warranty
Naniac provides a **2-year structural warranty** on all export furniture. This warranty covers manufacturing defects, furniture joint failures, and structural warping. It does not cover damages caused by climate extremes (humidity below 35% or above 55%), water exposure, chemical spills, or general wear and tear.
5. RMA and Returns Process
Approved structural warranty returns require a Return Merchandise Authorization (RMA) number issued by our headquarters. We coordinate international ocean shipping and custom re-entry declarations for returns. Do not return items without an active RMA number.