FAQs

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FAQs

Do you ship to my city and location?

We currently do installation in DELHI /NCR. We are coming to other cities very soon and will keep you posted!

What is the estimated installation time?

 Products are typically installed within 5-7 business days of order confirmation depending on your destination and services related to the Product shall be provided after the delivery of the Product.

 

While we try to ensure that the Product is installed within the delivery time communicated, exigencies may delay the delivery. In such cases, please do not worry. Get in touch with us for the latest update on your order if we have already not got in touch with you.

 

This product will be Installed on your wall within 5-7 business days from the date of order placed.

Are there any installation charges?

We charge for installation in certain pin codes. Any additional charges like entry taxes shall be borne by us. When you enter a pin-code in the address field while ordering a product, the system will indicate whether we charge for installations to your pin-code or not.

 

However, if in certain exceptional cases, we agree to deliver the Products in non-serviceable pin-codes, we may deliver the product at your doorstep provided the transportation/shipping cost is borne by you at actuals in advance

How do I track my order?

The best way to check your order status is to sign-up at www.brainsonwalls.com. We try our best to deliver your Product before you can even think ‘Where is it now?’ i.e. well within 10 days of your order (or 10 days of the promised shipment date in the case of pre-orders). In a few cases however, we take closer to our promised 12 – 15 days for delivery.In such cases, we proactively call / email the customer to inform them of the status of their product and where it is in transit.

 

In the rare case when you have not received any communication from us for 10 days after order (or 10 days after promised shipment date in the case of pre-orders) do give us a call at our customer care number or email us at info@brainsonwalls.com

What should I check when the product is delivered to me?

Please check for all the following items when the product is delivered to you:

  • For all products that require wall installation, kindly decide prior to the delivery team’s visit on the exact location in your house where you would want to place your product, and instruct the delivery team to fix the product; please ensure that you have taken all necessary approvals prior for any drilling etc. that may be required to fix wall items in your apartment / home

 

  • Currently we make sure that the internal areas of storage products are well finished to not have any loose pieces / splinters to hurt your arms; however the extent of polish of internal areas may not match with the extent of polish on external areas

 

  • Wood has natural qualities such as differing grain patterns, minimal stain differences and small knots – small knots which structurally don’t impact the product will be fully filled with putty and polished to make sure that they don’t hamper the product; knots that alter structural stability of the product would be rejected at the quality control stage; differing grain patterns and stain differences are generally acceptable on hard wood products

Can I cancel the order?

We take great pride in all the designs we create and curate. In the rare case that you do not like the product, or are unable to make space for it, you may cancel the order only in the following cases and in the following manner.

  • Cancellation prior to site visit  – You can cancel your order for any product at any time prior to its sites visit by logging into your account and selecting the ‘Request cancellation’ option. For cancellations made before a Delivery Attempt, any advance paid will be refunded as per Brains on Walls refunds policy.  However, in case of cancellation of any Made To Order product (“MTO”) within 24 hours of placing the order, a full refund will be initiated. Post the 24-hour window, you will be charged  25% of the order value as a restocking fee.

 

  • Cancellation after delivery is not allowed – After delivery of the product, only After Sales services will be applicable, and cancellation is not an option.

Is there a cancellation fee applicable?

  • We generally do not levy cancellation fees except in the case of Made To Order (MTO) products. In the case of MTO products, if you cancel within 24 hours of placing the order, you will receive a full refund. Post the 24-hour window, you will be charged  25% of the order value as a restocking fee.  Please also note that after delivery of the product, only After Sales services will be applicable, and cancellation is not an option. We do not offer exchanges or cancellations for MTO Products.

 

  • This product will be Installed on your wall within 5-7 business days from the date of order placed. All custom made orders are non-refundable.

Note

Once we have delivered the product and left the customer’s premises, we will not be able to accommodate any cancellation or replacement requests (other than as covered by the product warranty). We recommend that customers be present at the time of delivery to check for any possible manufacturing defects. Should there be any, please inform the Service Associate. Our delivery staff will assist you with any questions you may have.

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