Returns & Warranty

Quality Guarantee

CACAR applies internal quality-inspection procedures before products are released for shipment.

Warranty Coverage

Warranty periods generally range from 2 to 5 years, depending on the product, component, project conditions, and the terms stated in the signed contract.

The specific warranty period, start date, and coverage scope for your project are set out in your signed contract. Different products, components, and finishes within the same project may carry different warranty periods.

Warranty Exclusions

The warranty does not cover:

• Damage from improper installation, misuse, or neglect
• Normal wear and tear from everyday use
• Damage from exposure to extreme humidity, temperature, or water immersion
• Natural variations in wood grain, color, or texture, which are characteristics of natural materials
• Products modified or repaired by parties not authorised by CACAR

Where an issue is confirmed in writing to result from CACAR's responsibility, the claim will not be rejected solely by reference to the general exclusions above. Any remedy remains subject to the applicable warranty terms and signed contract.

Returns, Replacements, and Cancellations

Because CACAR products are custom-made to approved project specifications, cancellation, return, replacement, and refund eligibility are governed by the signed contract and any applicable requirements.

For a manufacturing defect covered by warranty:

1. Contact CACAR via the Contact Us page with your order details and photos of the issue.
2. After receiving a complete warranty or after-sales claim, CACAR will normally acknowledge the claim and provide an initial assessment or request for additional information within 5 business days.
3. The time required for final responsibility determination and resolution will depend on the complexity of the issue, the completeness of the evidence, replacement production, and shipping arrangements.

Cost Responsibility for Warranty Claims

Where a defect is confirmed in writing to result from CACAR's manufacturing responsibility, CACAR will bear the reasonable cost of manufacturing the replacement item.

International freight, destination duties and taxes, customs clearance, removal, reinstallation, and third-party labour costs will be allocated according to the signed contract, the cause of the issue, and the confirmed responsibility.

Any additional cost should be approved in writing before it is incurred.

Damaged Shipments

Visible shipping damage should be photographed and recorded on the delivery receipt. The customer should notify CACAR within the notice period stated in the signed contract, carrier documents, delivery receipt, or applicable insurance terms.

CACAR will assist in reviewing the claim. The available remedy and allocation of costs will depend on the signed contract, shipping documents, insurance terms, the cause of the damage, and the confirmed responsibility.

Important: website content and your signed contract

Website content, warranty summaries, and after-sales descriptions are provided for general information only and do not amend or replace the terms of a specific order.

If there is any inconsistency, the signed contract and any mutually approved written amendment or change order will prevail, followed by the final approved quotation, drawings, specifications, material schedule, and bill of materials.

Nothing on this website creates a fixed warranty period, remedy timeline, or allocation of costs unless it is confirmed in the signed contract or other mutually approved project documents.

Contact

For warranty claims or questions, visit our Contact Us page.