Change of Mind

Change of Mind & Satisfaction Policy (Return & Exchange)

Finch Craft & Co

This Change of Mind & Satisfaction Policy should be read together with our Terms of Service (Effective 1 January 2026). In the event of any inconsistency, the Terms of Service shall prevail.

1. Product Nature & Craftsmanship Disclaimer

All Finch Craft & Co furniture is handcrafted using natural materials. Minor variations in:

  • Wood grain
  • Texture
  • Fabric shade
  • Finish
  • Dimensions (within reasonable tolerance)

are inherent characteristics of handcrafted products and do not constitute defects.

Color differences arising from photography, studio lighting, or screen display settings are not considered manufacturing faults.

2. Change of Mind – Ready Stock Items Only

Change-of-mind returns apply only to non-custom, ready-made items and are subject to approval under our Fair-Use Policy (Clause 5 of the Terms of Service).

A return request must:

  • Be reported within three (3) calendar days of delivery
    (excluding the delivery date and return dispatch date)
  • Meet all eligibility conditions outlined below
  • Be approved after inspection

Failure to meet these requirements may result in rejection of the return request.

3. Non-Eligibility

The following items are not eligible for change-of-mind return:

  • Customized furniture
  • Made-to-order items
  • Personalized products
  • Items for which production has commenced
  • Products showing signs of use, installation, or damage after delivery

As stated in Clause 2.1(b) and Clause 5.3 of our Terms of Service, customized and made-to-order furniture is non-refundable once production has commenced, except in cases of verified manufacturing defect or material deviation from approved specifications.

4. Mandatory Documentation Requirement

To qualify for any return, exchange, or damage claim, customers must provide:

  • A clear, continuous unboxing video
  • The original Finch Craft & Co packaging
  • The original packing sticker and seal clearly visible and intact prior to opening
  • The complete first-time opening process without interruption

This requirement protects both the customer and Finch Craft & Co against transit-related disputes.

Failure to provide valid unboxing documentation may result in the claim being declined.

5. Return Eligibility Conditions

To qualify for a change-of-mind return, the product must:

  • Be unused and uninstalled
  • Be in original condition
  • Be returned in original, undamaged packaging
  • Include all accessories, fittings, manuals, and protective materials
  • Pass inspection upon return

Finch Craft & Co reserves the right to reject returns that fail inspection.

6. Costs & Deductions (Change of Mind)

If a return is approved due to change of preference or aesthetic choice (not defect or damage):

  • Actual logistics costs (forward and reverse shipping) will be deducted
  • Handling and repackaging costs may be deducted
  • Any non-recoverable expenses already incurred may be deducted

These deductions are calculated in accordance with Clause 5.4 and 5.5 of our Terms of Service.

Refunds, where approved, will be processed within 7–10 business days after inspection and confirmation and will be issued to the original payment method.

7. Damaged or Defective Items

If a product arrives damaged or defective:

  • The customer must notify Finch Craft & Co within 24 hours of delivery
  • A continuous unboxing video and photographic evidence must be submitted
  • Claims reported after 24 hours may not be eligible

Upon validation, Finch Craft & Co may offer repair, replacement, or partial/full refund at its discretion, in accordance with the Consumer Protection Act, 2017 and Clause 6 of the Terms of Service.

8. Right of Refusal

Finch Craft & Co reserves the right to decline any return, refund, or exchange request where:

  • Reporting timelines are not met
  • Required documentation is not provided
  • The item shows signs of use or mishandling
  • The claim does not fall within eligible categories


9. Our Commitment

If a product is materially different from approved specifications or has a verified manufacturing defect, we will work to provide a fair and appropriate resolution consistent with our Terms of Service and applicable Pakistani law.

For assistance, please contact Finch Craft & Co Customer Care.


Finch Craft & Co
Your comfort, our commitment.