Warranty Policy

This Warranty Policy ("Policy") applies to all orders placed on www.rockworthindia.com (the "Website"). The Website is owned and operated by Rockworth Systems Furniture (India) Private Limited, a company incorporated under the Companies Act, 2013. Its registered office is at 800 West Road R1 South, Sri City, Sathyavedu Mandal, Tirupati District, Andhra Pradesh – 517646 ("Rockworth", "We", "Us", "Our", "Company").

"You", "Your", "Customer" and "User" refer to any person who browses the Website or places an order on it.

This Policy must be read together with Our Privacy Policy and Return, Refund & Cancellation Policy. It is published in line with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000 and the rules made under it and any other applicable laws or policy.

This warranty is in addition to, and does not limit, any rights You have under applicable law, but is restricted to Rockworth products only.

Rockworth warrants that each Product shall be free from manufacturing defects in material and workmanship, under normal use and in line with Our care and usage instructions, for the warranty period stated for its category in Schedule A (the "Warranty Period").

A "manufacturing defect" is a fault that arises from the materials used or from the way the Product was made or assembled at Our facility. It is not caused by use, handling, installation by a third party, environment or wear after delivery.

Warranty periods vary by product category and may vary by component within a category. The maximum warranty on any Rockworth Product is up to five (5) years.

The Warranty Period starts on the date of the tax invoice issued for the Product.

Replaced or repaired parts and Products are covered under the remaining Warranty Period of the original Product. Repair or replacement does not restart the Warranty Period.

The warranty is available only to the original purchaser and is not transferable or assignable.

The Product must have been bought from Rockworth directly (www.shop.rockworthindia.com), or from Our official brand stores on authorized marketplaces (such as Amazon) where the seller is Rockworth. Products bought from unauthorized sellers, as refurbished, as used, or at clearance or "as-is" sales marked non-warranty, are not covered and shall not be associated with Us.

The warranty is valid only for Products used and installed within India.

A valid tax invoice from an authorized channel is required for every claim, along with other documents and visual proofs (photos or videos) as requested by Rockworth.

You must register Your Product at www.shop.rockworthindia.com/warranty-registration within thirty (30) days of the invoice date. Registration requires Your order number, the Product's model and serial/batch number (where printed on the Product or packaging), and the contact details given at the time of purchase or in the billing address.

Registration lets Us verify purchase and process claims faster.

If You did not register within 30 days, You may still make a claim during the Warranty Period by giving a valid tax invoice and the requested documents and proofs. Late registration or non-registration shall not, by itself, void the warranty for a genuine manufacturing defect, but it may delay the process.

Raise a claim at www.shop.rockworthindia.com/warranty-claim as soon as You notice the defect, within the Warranty Period.

The claim form asks for:

• Your details: full name, phone number and email address, along with Product Name, Order ID, Invoice Number and Warranty Registration Number. Claim status updates are sent to this email.
• Where You bought it: the channel (www.shop.rockworthindia.com or a marketplace such as Amazon).
• What went wrong: the type of problem and a description of when it started and what happens.
• Address for inspection or pickup: the full address with PIN code.
• Proof: the invoice or receipt (PDF or photo, mandatory); clear photographs of the defect; and, where possible, a short video showing the problem (MP4, MOV or WebM, up to 60 MB).

Warranty reference number

When You register Your Product for warranty, You shall immediately receive a unique warranty reference number (in the format 2318-CCCCCC-ADDD-K) on screen and by email. Quote this number in all communication about the claim or to check the warranty status of Your Product.

Claim reference number

When You submit the claim, You shall immediately receive a unique claim reference number (in the format 2303-CCCCCC-LDDDSS-K) on screen and by email. Quote this number in all communication about the claim or to check the status of the claim raised.

Tracking

You can check the status of Your claim at any time under Track a claim on www.shop.rockworthindia.com/warranty-claim, using Your claim reference number and the mobile number or email address used on the claim.

Review

Our team shall review the claim and contact You within 48–72 business hours of submission to confirm the next step or ask for more information if required. A claim submitted without the mandatory invoice, or with incomplete information, shall be put on hold until the missing details are provided in the manner requested.

We may assess the claim from the evidence provided, by remote video call, or by sending an authorized technician to inspect the Product at the address given in the claim, within India.

Please do not attempt to repair, open or modify the Product yourself, or have it repaired by anyone not authorized by Rockworth, while the claim is in progress. Doing so shall void the warranty for the affected part or the whole Product.

If You cannot submit the claim online, write to [email protected] with the details listed above. A claim reference number shall be issued by email.

Your invoice and claim information are stored securely and used only to verify and process the claim, in line with Our Privacy Policy.

If We confirm a manufacturing defect, We shall, at Our discretion and in this order of preference:

• repair the Product or replace the defective part; or
• replace the Product with the same model or, if it is discontinued, a model of equal value.

Within the Warranty Period, parts, labour and the cost of collecting and returning the Product (where collection is needed) are free of charge for accepted claims within serviceable PIN codes. For locations outside Our serviceable PIN codes, We shall inform You of the applicable logistics cost before the service visit, which shall be non-refundable.

We aim to resolve accepted claims within fifteen (15) business days of acceptance. Timelines for remote locations (PIN codes) or for spare parts that need to be manufactured shall be shared in writing and updated against Your claim reference number.

If a claim is rejected, We shall inform You of the reason in writing by email, quoting Your claim reference number.

The warranty does not cover:

• Normal wear and tear, including fading, pilling, creasing or softening of fabric, mesh, leather or foam through use, and natural variation in colour, grain or texture of materials.
• Damage from misuse, abuse, accident, overloading beyond the rated capacity, standing on the Product, or inappropriate use.
• Damage from improper assembly, installation, dismantling or relocation by anyone not authorized by Rockworth, or from not following the assembly and care instructions provided by Rockworth.
• Damage from exposure to water, fire, moisture, heat, direct sunlight, chemicals, solvents or harsh cleaning agents, natural disasters, pests or termites.
• Products used outdoors, or in commercial, institutional or 24x7 shift settings, unless the Product is specified for that use in Schedule A.
• Products repaired, altered or modified by anyone not authorized by Rockworth or its authorized service partner, or fitted with unauthorized parts.
• Products whose serial/batch label has been removed, altered or made unreadable.
• Cosmetic issues such as scratches, dents, chips or stains not reported within 48 hours of delivery under Our Shipping & Delivery Policy.
• Transit damage, which is handled under the Shipping & Delivery Policy and not under this warranty.
• Minor squeaks or adjustments that are part of normal operation or can be fixed by routine tightening or lubrication.

To the extent permitted by law, Rockworth's total liability under this warranty is limited to the remedies set out under Remedies, and shall not exceed the price paid for the Product.

Rockworth is not liable for any indirect, incidental or consequential losses, such as loss of business, income or data, arising from a defect, except where such liability cannot be excluded under applicable law.

Nothing in this Policy excludes or limits any liability that cannot be excluded or limited under the Consumer Protection Act, 2019, including product liability under Chapter VI of that Act.

Warranty periods, component-level coverage, rated usage and exclusions specific to each product category are set out in Schedule A, which forms part of this Policy.

As Rockworth adds new product categories, Schedule A shall be updated before or at the time of launch. The warranty for any Product is governed by the version of this Policy and Schedule A in force on the date of purchase. Later changes shall not reduce the warranty on a Product already bought.

Where the warranty card, product page or packaging of a specific Product states a longer or more favourable warranty than Schedule A, the more favourable term applies.

Rockworth is not liable for delays or failures in delivery caused by events beyond its reasonable control. These include natural disasters, epidemics or pandemics, government orders or restrictions, strikes, riots, transport disruptions, or failures of logistics partners caused by such events. If this happens, We shall tell You about the delay and give You the option to cancel for a full refund.

Under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 and its rules, Rockworth has appointed the following Grievance Officer:

• Mr. Rishi Kumar, Grievance Officer
• Rockworth Systems Furniture (India) Private Limited, 800 West Road R1 South, Sri City, Sathyavedu Mandal, Tirupati District, Andhra Pradesh – 517646
• Email: [email protected]
• Working hours: Monday to Friday, 10:00 AM – 5:00 PM IST

Please include Your name, contact details, order number and a clear description of the grievance, with any supporting documents.

The Grievance Officer shall acknowledge Your complaint within three (3) business days of receiving it, and shall resolve or respond to it within one (1) month of receiving it.

If You are not satisfied with the resolution, You may contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in), or approach the appropriate Consumer Commission under the Consumer Protection Act, 2019.

Rockworth may update this Policy from time to time. The updated version takes effect once it is published on the Website. Orders placed before an update are governed by the Policy in force on the date of the order.

This Policy is governed by the laws of India. Subject to the consumer forums available to You under the Consumer Protection Act, 2019, the courts at Tirupati, Andhra Pradesh have exclusive jurisdiction.

General queries: [email protected] | +91 81305 59187 | +91 81301 03171

Order and delivery support: [email protected]

A1. Office Chairs (Ergonomic, Executive, Task and Mesh Chairs)