Terms & Conditions

General T&C's

Our terms and conditions ensure that our customers have a clear understanding of our policies, which apply to every invoice sent via our online channels or written at our store(s).

 

Fixing Warranty

We offer a 2-year wood fixture warranty and a 5-year warranty on foam. Similarly, we provide 6 Months to 1 Year warranty on all imported office chairs. 

 

Design, Fabric, and Color

Design, fabric, and color selections must be confirmed within 24 hours of booking an order. After this period, any changes will not be allowed.

 

Payment and Delivery

A 60% advance payment is required to confirm your order. The remaining balance must be paid 3 days before delivery. Delivery charges will depend on your location.

 

Order Collection

If an order remains uncollected 15 days after delivery date, it will be deemed canceled. Standard orders will incur a 30% deduction, along with warehouse charges after 7 days of non-collection. For custom orders, a 70% deduction will apply, with the remainder refunded.

Hardware Items Warranty

No warranty is provided on hardware items such as locks, handles, sofa buttons, and studs.

 

Mirrors and Glass Tops Warranty

Mirrors and glass tops are not included in our warranty coverage. We strongly recommend customers to thoroughly inspect these items upon delivery for immediate replacement in the event of any issues.

 

Display Photos and Additional Props

Product photographs may feature additional props used for display purposes only and are not included in the product.

 

Customized Orders

Orders customized by customers are non-refundable. We may provide after-service for selected cities for any issues in the future, and after-service charges, including material costs, will be borne by the customer.

Similarly, any design or dimensional change in Officio Product will be considered a customized product. This doesn’t include color or fabric variations.

 

Fabric Warranty

The imported fabric we use does not come with a warranty as per industrial standards. If the customer provides their own fabric, we will reduce the fabric amount from the price.

 

Original Invoice for Warranty Claims

To initiate a warranty claim for any warranty, customers are required to provide the original invoice issued by Officio.

 

By using our website or placing an order at our stores, you agree to our terms and conditions. We reserve the right to make changes to our policies without prior notice. If you have any questions, please feel free to contact our customer service team.

Thank you for choosing Officio.

 

Terms & Conditions for Sale of Goods

 

Welcome to Officio! These Terms & Conditions of Sale govern your use of our website and the purchase of our furniture products. By accessing our website and placing an order with Officio, referred to as 'we,' 'us,' 'our,' and 'Officio,' you, the customer, client, or buyer, referred to as 'you,' agree to be bound by these terms and conditions. Please read them carefully before making a purchase.

 

General Information

1.1 Working Hours

Our general working hours are from 11 am to 8 pm, Saturday to Thursday, with Friday as our weekly off day. Please note that International, National, and Religious Holidays are not considered working days. Timings may change from time to time. 

 

Warranty Claims

2.1 Wood Warranty

We offer a 2-year wood fixture warranty after the furniture has been delivered to you.

2.2 Foam Warranty

For foam-related issues, such as mold, we will forward the case to the foam company. Please note that foam warranty claims will be handled by the foam company, and all proceedings will be made in accordance with their terms and conditions.

We use first-quality foam from reputed companies and offer a 5-year warranty on the foam. Ball fiber filling is made to provide extra comfort, and ball fiber doesn’t come with any warranty. 

2.3 Claim Procedure

To initiate a warranty claim, please follow these steps:

Review the 'Terms & Conditions' document to determine if your issue is claimable.

If you have a claimable issue, please contact our Department using any of the following channels:

Email:customerservice@officio.pk

Website Complaint Form 

Fill out the form on our website

When contacting us, provide your order number and a detailed description of the issue. If emailing, please use the following template for the subject line: '[Order Number] Claim [Issue].'

Our customer support agent will respond with the necessary proceedings. 

2.4 Warranty Claims Team

All warranty claims are handled by our Warranty Claims Team. Our customer service representatives are available from 11 am to 5 pm, Saturday to Thursday. Please note that if you do not contact the relevant department, Officio will not be liable for not entertaining any query regarding complaints or claims. However, we will forward the query to the relevant department.

Failure to contact the relevant department may result in Officio being unable to address your complaint or claim.

  

Order Booking

3.1 Advance Amount

When placing an order, a full or minimum 60% advance amount of the total invoice is required. We will not process your order without receiving the advance payment. You can deposit the amount through any of the provided options for further processing.

 

3.2 Design and Fabric Confirmation

After paying the advance amount, you have a window of 24 hours to finalize the fabric type, fabric color, and any design alterations. Once this period expires, we will consider the fabric and design choices final for manufacturing, and no further changes will be possible.

 

3.3 Other Details

It is your responsibility to provide all necessary details pertaining to your order at the time of booking after the deposit has been made. These details may include specific dimensions, orientation, or any other customization requests. Please ensure that you provide accurate and complete information to avoid any discrepancies or misunderstandings.

If no additional details are provided at the time of booking, we will proceed with manufacturing the product according to the default design and settings as provided on our website or in-store. Please note that after the manufacturing process has started, no queries or requests for alterations to the details will be entertained.

If the relevant details are not clearly mentioned on the Invoice, they will not be entertained. 

3.4 Order Cancellation

3.4.1 Cancellation by Customer

Customers have the right to cancel any furniture order at any time, provided the advance amount has not been deposited. In such cases, no charges will be incurred.

If the customer has made a deposit, initiating the manufacturing process, the following cancellation policy applies:

1. If the cancellation request is made within 24 hours after the deposit, a refund of 100% of the total amount will be provided.
2. If the cancellation request is made after 24 hours and before 3 days of the deposit, 30% deduction will be done from the deposit and the rest will be refunded.
3. If the cancellation request is made after 3 days of the deposit, 40% deduction will be done from the deposit and the rest will be refunded.
4. After 10 days, no amount will be refunded. 

3.4.2 Cancellation by Officio

Officio reserves the right to cancel any order by notifying the customer, either online or in-store. In the event of cancellation by the company, the entire advance amount submitted will be refunded within 7 banking days.

 

3.5 Sales Department

All sales inquiries and transactions are handled by our dedicated Sales Department.

Email: info@officio.pk

The Sales Department takes the lead in assisting prospective and new customers, providing details about products, customizations, and guiding customers throughout the sales process.

Please note that it is essential to contact the relevant department to ensure proper assistance. Officio will not be liable for any queries regarding sales that are not directed to the Sales Department. However, we will forward your query to the appropriate department for further assistance.

 4. Delivery

At Officio, we offer doorstep delivery for both in-store and online orders through reliable third-party logistics companies or private contractors. We also provide our own delivery services. Our delivery service includes placing the items on the ground floor. Please note that if delivery is required on any floor above the ground floor, an additional fixed charge will apply.

 

4.1 Delivery Charges

Delivery charges apply to all orders nationwide. However, we occasionally offer free delivery in selected cities. The exact charges vary due to dynamic market conditions and fluctuating fuel prices, as well as the delivery location. It's important to note that third-party logistics companies may adjust their rates, which could impact the overall delivery cost. However, we always inform customers about the charges in advance.

 

4.2 Delivery Timeline

At Officio, we are committed to delivering your orders within 20-25 working days once your order is in process and after the complete advance payment has been made and all the details have been finalized. It's important to note that the countdown of these days begins only after you have paid the complete advance and have ensured that all the necessary details for your order have been finalized. If any details remain pending, the countdown for the delivery timeline will not commence, even if the complete advance payment has been made. We appreciate your cooperation in ensuring a smooth and timely order fulfillment process. 

However, please be aware that certain factors beyond our control, such as heavy rainfall, electrical outages, supply chain disruptions, political unrest, or natural disasters, may cause delays. In such events, our Logistics Department will inform the customer of any expected delays in delivery.

Please note that if payment is made via cheque, the delivery will be scheduled for 25 working days after the amount has been successfully transferred.

After an order is forwarded for delivery, potential delays may occur due to factors such as traffic conditions, political protests, road conditions, traffic accidents, or adverse weather conditions. Rest assured, if any delays are anticipated, we will notify the customer in advance.

 

4.3 Delivery Policy

Once an order has been manufactured, it should be received by the customer within 7 days. If the order remains undelivered after this duration, warehouse fees will be charged on a per-day basis. Any additional days beyond the initial 7-day period, resulting from customer-requested delays will accumulate additional warehouse fees, which will be communicated in advance.

If you fail to collect your order within 15 days of delivery, it will be considered canceled. For standard orders, a 30% deduction will be applied, along with additional warehouse charges after 7 days of non-collection. In the case of customized orders, a 70% deduction will be incurred and the rest will be refunded. 

Upon delivery, we encourage customers to thoroughly check the order for any defects while our delivery partners are present. Claims for defects must be made within 24 hours of delivery. After this timeframe, no claims will be accepted.

The delivery of items will only be completed once the remaining payment is made to our delivery partners.

 

4.4 Damages in Delivery

At Officio, we prioritize the safe delivery of your furniture. We understand that damages during delivery, while unfortunate, can occasionally happen. Our commitment is to address and rectify any such occurrences promptly.

If damages occur during delivery, whether it's carried out by our own crew or by a courier company, we are here to assist you. When our own crew is responsible for delivery and damage happens, we will take responsibility and arrange for the necessary repairs. If a courier company is handling the delivery and your purchase sustains damage, we will support you in initiating a claim with the courier company for compensation. In both cases, we are dedicated to ensuring that the issue is resolved to your satisfaction.

However, please keep in mind that the delivery timeline may be affected depending on the nature and severity of the damage. We will communicate with the customer in advance regarding any additional time required for repair and redelivery. It's important to note that damages during delivery, whether handled by our crew or a courier company, do not qualify for a full or partial refund.

Your satisfaction is of utmost importance to us, and we will do our best to make the necessary arrangements to resolve any delivery-related issues. If you have any concerns or questions about damages during delivery, please don't hesitate to contact our customer support team for guidance and assistance.

 

4.5 Delivery Timings

The Production & Logistics Department specifies an 8-hour delivery window on the scheduled day. Customers can expect delivery within 8 hours of the specified day and time. To ensure a smooth delivery process, please ensure that the remainder payment is ready, there is sufficient space for the order to be placed, and someone responsible is available at the premises to receive and check the order.

4.6 Delivery Place

At Officio, we strive to provide our customers with a seamless and satisfactory delivery experience. As part of our delivery policy, we offer ground-floor delivery as a standard service. However, if you require delivery to other floors, we kindly request that you notify us in advance. Please be advised that an additional charge will apply for such deliveries. We prioritize the safety of both our team members and our furniture, and therefore, we reserve the right to cancel the delivery to higher floors or congested areas if the delivery is deemed impractical due to space constraints, congested paths, unavailability of lifts, or narrow stairs. This decision is made to ensure the protection of the furniture from any potential harm. We appreciate your understanding and cooperation in this matter.

4.7 Order Integrity & Respectful Communication

At Officio, we strive to provide our customers with exceptional service and ensure a pleasant experience throughout their furniture purchase journey. However, in cases where a customer engages in the use of foul or abusive language towards any member of our dedicated crew, either directly or through any communication channel, we reserve the right to cancel the order. We value respectful and professional interactions, and such behavior goes against our principles of maintaining a positive environment for both our customers and staff. In the event of an order cancellation under these circumstances, we will refund 30% of the advance payment made by the customer. We appreciate your understanding and cooperation in fostering a cordial and respectful atmosphere for all parties involved.

4.8 Timely Unpacking After Delivery

At Officio, we highly value the satisfaction and well-being of our esteemed customers. We would like to bring your attention to the crucial step of promptly unpacking your furniture upon delivery. We understand that some customers may inadvertently delay this process, but it is important to be aware that such delay may expose the furniture to potential risks, including termite infestation. Therefore, we kindly urge our customers to give due diligence to unpack their furniture in a timely manner following delivery. It is essential to note that in the event of any issues arising due to delayed unpacking, Officio cannot assume responsibility. Furthermore, we strongly recommend placing the furniture in an airy, dry, and cool space to maintain its pristine condition. Taking precautions to keep it away from excessive moisture, direct sunlight, or extreme temperature fluctuations will help ensure its longevity. These guidelines serve to safeguard the quality of your furniture. Should you have any inquiries or require further assistance, our dedicated customer support team is always ready to assist you.

4.9 Production & Logistics Department

All orders are handled and fulfilled by our dedicated Production & Logistics Department.

Once an order is booked and all relevant details, including fabric, are finalized through the Sales Department, the order is sent for processing to our Production & Logistics Department.

Our experienced team in the Production & Logistics Department ensures that each order is meticulously produced according to the specified details and meets our high standards of quality. Once the order is ready, it undergoes a thorough inspection before being prepared for delivery and handed over to the customer. We have done our best to display as accurately as possible the colors of the products shown on this Website. However, because the colors you see will depend on your monitor, we cannot guarantee that your monitor’s display of any color will be accurate. The photo may include additional props that are for display purposes only, and will not be included.

In the event of any unforeseen delays, our department will proactively communicate with the customer, keeping them informed about revised delivery dates and times.

 

5. Refund Policy

5.1 Valid Refund Conditions

At Officio, our dedication to your satisfaction is at the heart of our commitment. While we strive for perfection, we acknowledge that unforeseen situations can sometimes arise. To provide you with a seamless and transparent shopping experience, we extend our policy of refunds for products that meet the following criteria:

Condition 1: Incorrect Product

In the rare event that the product delivered to your doorstep doesn't match your original order, we have your back. We'll expedite the refund process, ensuring you receive precisely the item you initially selected.

Condition 2: Mismatched Color

We recognize the importance of color in the world of furniture, as it plays a pivotal role in creating your desired ambiance. If the color of the furniture piece you receive falls short of your expectations or doesn't align with your order, rest assured. We're here to assist you in returning the item to ensure it harmonizes perfectly with your space.

Condition 3: Fabric Discrepancy

The texture and feel of the fabric can greatly influence the comfort and aesthetics of your furniture. If the fabric on your furniture doesn't align with your selection, don't hesitate to reach out to us. We'll work tirelessly to process a refund for your purchase ensuring your furniture not only looks spectacular but also feels exactly the way you envisioned.

We hold your choices in high regard and are resolute in addressing any inconsistencies to your complete satisfaction. Our goal is to make your experience with Officio enjoyable and worry-free. For a comprehensive understanding of our refund policy, please review the full details on the process and eligibility criteria. Your trust is invaluable, and we are here to ensure your Officio furniture purchase leaves you delighted.

 5.2 Ineligible Refund Conditions

At Officio, we are dedicated to delivering the finest quality and service to our valued customers. While we always aim to meet your expectations, there are specific situations where we are unable to offer refunds. Please take note of the following conditions:

Non-Recommended Customization

We do not offer refunds for design customizations that are not recommended by Officio and are made on any standard Officio product. Our recommended designs and configurations have been thoughtfully curated to ensure both quality and customer satisfaction.

Fabric Color Variation

In the event that your selected fabric color variation is unavailable, we will substitute it with the closest available color option. If this substitution results in a slight variation in fabric color, the product will be ineligible for a refund. We maintain the highest material quality standards.

Fully Customized Designs

Products created with fully customized designs, where customers provide product pictures or unique designs, are tailored to your specifications and, therefore, are not eligible for refunds.

Post-Delivery Damage

We regret that refunds do not apply to products damaged after delivery. However, we offer after-sales services that can be provided upon payment, ensuring your satisfaction even in the face of unexpected challenges.

Alternative Hardware Use

In rare instances of hardware shortages, we may use the closest available alternative to ensure the timely delivery of your product. In such cases, refunds will not be issued, as we are committed to providing a functional and complete piece.

Change of Mind

Refunds are not applicable if you receive the exact product as displayed on the website or at the outlet in pristine condition, and a change of mind is not considered a valid reason for a return or refund.

Delivery Acceptance & Signing Delivery Form

Failure to inform the company of any damage or defect within 24 hours after the delivery is made shall be conclusive evidence that the company has satisfactorily performed its obligations and that the Products have been accepted without any defect, damage or incorrect quantity etc. Goods once sold/delivered and accepted will not be taken back or exchanged. Once the delivery is made, there is no return/change/exchange/cancellation possible.

Purchase Considerations and Customer Support 

We kindly request you to keep these conditions in mind when making a purchase. Our unwavering commitment is to provide you with the best in quality and service, ensuring your complete satisfaction. If you have any questions or concerns about our refund and exchange policy, please do not hesitate to contact our customer service team, who will be delighted to assist you. Thank you for choosing Officio for your furniture needs.

 

 6. Imported Goods Policy

To ensure the highest quality standards, certain raw materials and processed items used in our manufacturing process are imported from various countries. However, please note that these imported materials, including non-wooden furniture legs, sofa buttons, locks, handles, and others, do not carry warranties as per industrial standards.

 

 7. Payments

Payments can be made in the form of cash, bank deposits, or other available options during the order confirmation process. A minimum payment of 60% of the total order amount is required for order processing, and the remaining percentage is due 3 days before delivery. Customers also have the option to pay the full amount in advance.

 

8. Manufacturing Procedure and Quality of Products

We constantly evolve our manufacturing process to meet and exceed industry standards. While we don't engage in direct comparisons with other companies or brands, customers can experience our commitment to quality by placing a smaller order or visiting our physical store(s). However, please note that visits to our warehouses are not permitted as they contain private orders of our customers.

Our highly skilled staff ensures each product is meticulously crafted, and our quality control team conducts thorough inspections at various stages of manufacturing. These inspections cover polish checks, structural integrity checks, fabric checks, and packaging to ensure the highest level of quality.

Please be aware that due to industry standards, there may be a slight margin of error between the displayed product images on the website and the manufactured item.

In case of any litigation based on Quality & Manufacturing Processes, Officio will be the sole judge & reserves all rights to disapprove any claims. 

For any further questions or clarifications regarding our Terms & Conditions, please don't hesitate to contact our Customer Support team.

 

9. Indemnification, Liability Limitations, and Financial Remedies

9.1. Indemnification Obligations

By agreeing to these Supply Terms or any Additional Terms related to the purchase of Products, you are responsible for indemnifying, defending, and protecting Officio against any losses, liabilities, claims, damages, demands, costs, and expenses (including legal fees and disbursements, as well as applicable interest) that may be asserted against or incurred by Officio due to your breach of any representation, warranty, covenant, or agreement, or failure to fulfill any obligation stated in these terms.

9.2. Exclusions and Refund Policy

Officio, its officers, directors, employees, partners, or vendors shall not be held liable to you, the Vendor, or any third party for any special, incidental, indirect, consequential, or punitive damages, including but not limited to the loss of use, data, or profits, regardless of foreseeability or whether Officio has been informed about the possibility of such damages. This limitation of liability applies to claims arising from breach of contract or warranty, negligence, tortious actions, or any other claims related to your purchase of products and services mentioned herein. However, it is important to note that Officio maximum liability to you, regardless of any contrary provisions, shall be limited to the refund of the amount charged from you in relation to the unlikely liability.

9.3. Limitation of Liability for Unauthorized Use and Information Accuracy

Officio is not liable for any losses incurred due to unauthorized use of your account or account information, or any services or materials, whether or not you were aware of such use. While Officio strives to ensure the accuracy and completeness of the information on the website, it does not provide any warranties regarding the quality, accuracy, or completeness of any data, information, product, or service. Officio is not responsible for any delays or inability to use the website or its functionalities, the provision or non-provision of functionalities, or any information, software, products, functionalities, and related graphics obtained through the website. This limitation of liability applies whether the claim is based on contract, tort, negligence, strict liability, or any other legal theory. Additionally, Officio shall not be held responsible for any unavailability of the website during maintenance operations or unplanned suspension of access due to technical reasons or any other reason. Users understand and agree that any material or data downloaded or obtained through the website is done at their own risk, and they will be solely responsible for any damage to their computer systems or loss of data resulting from such downloads. Officio assumes no liability for any typographical errors leading to any form of invalidity. Furthermore, Officio accepts no responsibility for any errors or omissions regarding the information provided by itself or on behalf of third parties.

9.4. Third-Party Products and Services  

Officio is not liable for any third-party products or services. Advertisements regarding any third-party website or products and services found in emails or on the website are provided solely for informational purposes.

9.5. Sole Liability Restricted to Refunding Charged Amount for Unlikely Liabilities

Regardless of any contrary provision, Officio's sole liability to you shall be limited to refunding the amount charged to you for any product or service in relation to which the unlikely liability arises.

9.6. Exclusion of Special, Incidental, and Consequential Damages

In no event shall Officio, including its officers, directors, employees, partners, or suppliers, be liable to you for any special, incidental, indirect, consequential, or punitive damages whatsoever, including those resulting from the loss of use, data, or profits, whether or not foreseeable and whether or not Officio was informed of the possibility of such damages, any claim based on breach of contract or warranty, negligence, or other tortious action, or any other claim arising from or in connection with your use of or access to the website, services, or materials.

9.7. Allowable Scope of Limitations and Exclusions

The limitations and exclusions stated in this section apply to the maximum extent permitted by applicable law.

 

10. Terms of Use Violation

10.1. Consequences of Terms Violation and Available Remedies

In the event that Officio determines, at its own discretion and without prior notice, that you have violated the Terms of Use, Additional Terms, or any other obligation you owe to Officio, your access to the Website may be terminated. Any breach of the Terms by you will be considered an unlawful and unjust business practice, causing significant harm to Officio. Monetary damages alone may not be sufficient to address this harm, and therefore, you consent to Officio seeking any necessary or appropriate injunctive or equitable relief. These remedies are in addition to any other legal or equitable remedies available to Officio.

10.2. Indemnification and Defense Obligations 

Furthermore, you agree to indemnify, defend, and hold harmless Officio, its affiliated vendors, agents, shareholders, directors, and employees from any and all losses, liabilities, claims, damages, demands, costs, and expenses (including legal fees and disbursements, including interest) that may be asserted against or incurred by Officio as a result of any breach or failure to fulfill any representation, warranty, covenant, or agreement made by you. Additionally, you agree to protect Officio against any claims made by third parties arising from your use of the Website, any claims alleging that your content caused harm to a third party, your violation of the Terms, or your infringement upon another person's rights. Officio will also have the right to recover all reasonable attorneys' fees and costs associated with such legal action, in addition to any other remedies granted to Officio.

 

11. General Provisions

11.1. Communication

Officio will communicate with you primarily through email, using the account you have designated. Alternatively, important notices may be provided through general notifications on the Website. 

11.2. Transfer of Rights

You are prohibited from assigning or transferring the Terms, or any rights granted under them, to any third party. However, Officio has the freedom to transfer its rights under the Terms of Use to any third party without seeking your consent.

11.3. Feedback and Information

Any feedback you provide to this Website will be considered non-confidential. Officio has the right to use such information without restrictions. By submitting feedback, you acknowledge and confirm that your feedback does not contain confidential or proprietary information belonging to you or any third parties, and Officio has no obligation of confidentiality, whether expressed or implied, regarding the feedback, and you are not entitled to any compensation or reimbursement from Officio for the feedback under any circumstances.

11.4. Severability

In the event that a court with proper jurisdiction deems any provision or portion of the Terms unenforceable, it will not affect the validity of the remaining provisions. The unenforceable provision will be enforced to the maximum extent allowed by law, in order to fulfill the intention of the parties.

11.5. Waiver

Officio 's failure to enforce or exercise any provision of the Terms, or any related right, does not constitute a waiver of that provision or right.

11.6. Product Accuracy

While we make every effort to deliver products that match their appearance on the website, it's important to note that natural wood-based products have inherent variations, making each piece of furniture unique. Officio does not guarantee the exactness of the finish or appearance of the final ordered product beyond generally accepted standards. The quality of any products, services, information, or other material obtained through the Website may not meet your expectations. If you receive a product with significant material damage, you must email photographic evidence of the damaged product within 3 days of receiving it. Our team will review the evidence, and if it is deemed valid, we will contact you via email to request a replacement. If the replacement product is also damaged and our review confirms your evidence, your order will be canceled, and you will receive a full refund using your original method of payment. In such cases, arrangements will be made to collect the damaged product. Please note that Officio holds the final judgment on whether a product has suffered significant damage.

 

12. Overcharging and Undercharging Errors

Mistakes in overcharging or undercharging will be rectified promptly, ensuring a fair and balanced financial transaction. In the event of an accidental overcharge, any excess amount that has been inadvertently charged will be promptly refunded in its entirety. Conversely, should there be an unintentional undercharge, the outstanding balance will be added to the existing charges, ensuring that the correct amount is duly paid. We prioritize accuracy and transparency in our billing processes, and any errors that occur will be promptly addressed and resolved to ensure customer satisfaction and maintain trust.