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Go Back Frequently Asked Questions
Frequently Asked Questions
Need help purchasing on Pepperfry?
Managing My Order
What are various Payment Options?
Special services provided by Pepperfry
How do I sell on Pepperfry?
Need to know more about Pepperfry Studio?
Bulk Order and Customization
Stock Status and Notification
Ordering An Item / Order Status
Shipping and Packaging
Returns & Refund
Shop with Confidence
Try And Buy
Furniture Rentals
Furniture Exchange Program
Pepperfry Remittance Policy Changes - 1st October, 2016
Pepperfry Gift Cards
Sell On Pepperfry
On Boarding Registration
Listing Cataloging
Order Management Shipping
Payments Pricing Structure
Need help purchasing on Pepperfry?
What are the benefits to registering with Pepperfry?

On registering with Pepperfry, you immediately get 2 discount coupons in your email inbox. One of Rs.500 off - PF50 and the other worth Rs.10,000 – PF25.

These coupons are applicable site-wide for 3 days from date of registration.

  • PF50 – Flat Rs. 500 Off on orders above Rs.999. Applicable Sitewide.
  • PF25 – 25% off on all orders, maximum discount Rs.10,000. Not applicable on “Hot Priced” items

Other benefits of registering on Pepperfry include:

  • As a registered member of Pepperfry, you do not need to enter your details like address every time you order. It is saved in My Account.
  • You can track all your orders by logging in to My Account with user email id and password.
  • Please Note: For other Promotions, Offer end date will be mentioned on the website.
  • You can save items you are interested using the My Wish list feature; for easy purchase in the future If you choose to, you can get regular updates on new arrivals..

Coupons Terms & Conditions:

  1. PF50 & PF25 are not applicable on rentals & gift cards.
  2. How to use: You should be logged in on Pepperfry.com. Enter the coupon code at the time of checkout in the Have a Coupon? box on the order summary page.
  3. Validity: These coupons are of limited time validity and cannot be clubbed with other offers. It should be used within 3 days of registering on Pepperfry.
  4. These coupons are limited to one-time use, only.
How do I become a registered member of Pepperfry?

Click on the 'Register' link on the top right-hand side of every page on Pepperfry. This will open a window where you need to: fill in your basic details, choose a password for your account, and click on the 'Sign Up' button to complete your registration!

What is a Wishlist and how do I use it?

While browsing through the Pepperfry website or app, you can add items that you like but wish to buy later, to your 'Wishlist'. Your Wishlist is the best way to keep items that you like handy. Remember that items in your Wishlist are not reserved or added to a cart.

I have forgotten my password. How do I login to my account?

Click on 'Login' link on the top right hand side of the page. This will open a window where you will see a 'Forgot Password?' link. Provide your registered email address and we will email you instructions for getting a new password.

How do I change my account password?

To change your password, login and choose the My Profile options under your Account name. Here you can change your password by entering your current password and the new password.

How do I unsubscribe from the Pepperfry newsletters and offers?

If you no longer wish to receive our offers and exclusive deals, we'll be sad to see you go but you can easily unsubscribe:

  • Open an email (Newsletter/Promotional offers)
  • You'll find an Unsubscribe link at the bottom. Click it

That's it! You will not receive any newsletter thereafter.

I am not able to find the Pepperfry newsletter or emails in my inbox.

Sometimes, our newsletter may go in the junk or spam box of your email. If you find the newsletters from Pepperfry in junk/spam box, please mark them as 'not spam' and add the sender to your contact. If you are using Gmail, our emails may also be under the Promotions or Updates tab. In such a case, just drag the email to the Primary tab.

My password is not working, how do I Sign- In?

If you are not able to login using your password, try resetting your password.

Managing My Order
What does it mean when my item has reached my state or city?

If you receive an email telling you that your item has reached your state or city, it is because it was shipped from a distant location and has one more step to go before it reaches you. Before you know it, it will be out to get delivered.

What happens after the order gets shipped? Does it directly get delivered?

Often items are procured from various vendors across the country and sometimes have to be transported from far-flung parts of your own city or neighbouring areas. In such cases, the item gets shipped from the vendor to our warehouse and then to you. We send regular email updates about the whereabouts of your order to keep you informed of where your item is in the shipping process.

How do I track the progress of an order?

Once your order has been shipped, you will receive an email and an SMS notification with details of the order. You can track the shipment by clicking on the link provided in the email.

You can also track your order by visiting www.pepperfry.com and clicking on the Track Your Order link located in the upper right-hand corner of the website. From there, you can either login, or type in your order information to get tracking.

My shipment shows delivered but I have not received the order. What should I do?

All orders delivered by us have a proof of delivery with signatures by the person who has accepted the order. In case you haven't received your shipment, please check with family members, neighbors, security, the mail room, reception, and anyone else who may have accepted the order on your behalf.

I am unable to track my order after receiving the tracking number (AWB)?

Pepperfry generates and sends the tracking number (AWB Number) as soon as our courier partners collect the package from the warehouse. However, the courier partners may take between 24 to 48 hours to update the tracking details on their website and hence, your order may not be tracked during this period. If your package was recently shipped, try using the AWB number after 24 hours.

What is the meaning of the different tracking status flags?

In Transit: Your package is on the way to the destination.

Delivered: Your item has been delivered.

Returned to Origin (RTO): Your item has been returned to the Pepperfry warehouse.

My order has been Returned to Origin (RTO). What does that mean?

Shipments are reflected as RTO (returned to origin) under the following circumstances:

  • Delivery was attempted more than once but it could not be delivered due to either wrong address or no one being present at the given address
  • The address could not be found because either it was incomplete or the pin code was wrong
  • You or someone at your delivery address refused to accept the order
  • You did not have the payment ready for a Cash On Delivery Order

Under these circumstances, our customer support team would try to contact you on your registered phone number. If there is no response on that number or it is not reachable, then the package is returned to origin.

What is the meaning of the different order status?

Ordered Awaiting Confirmation: Sometimes, due to technical issues at the payment gateway or at the bank's end, your online payment does not reach us immediately. In such a case, your order is shown as 'pending verification'.

Order Declined - Payment Unsuccessful: The online payment attempted by you did not succeed. You may try with another payment method or a different card again.

Order Confirmed: The payment made by you has gone through and your order is now confirmed. For COD orders, it means that we have accepted your order for processing.

Item Shipped: The product ordered by you has been procured from the merchant, quality checked done and sent across to your address through our logistic partner.

Delivered: You order has been delivered.

Order Refunded: We processed the refund requested by you. The amount will be returned to the payment method used. Usually, it takes 7 to 10 days for the refund to reflect on your card or in your bank account.

What are various Payment Options?
What are my payment options?

Pepperfry offers a wide range of payment options to accommodate every need and offer maximum flexibility. The following payment options are currently available on Pepperfry:

  • Internet Banking. We have partnered with 54 leading banks in India.
  • Visa, Master, American Express and Diners Credit Cards.
  • Debit Cards issued by all leading banks in India.
  • Pepperfry Gift cards
  • No Cost EMI
  • PayUMoney.
  • Easy EMI Options by Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, State Bank of India, and Induslnd credit card holders.
  • Cash On Delivery ( This service has been halted temporarily)
  • Online Wallets such as Mobikwik, Paytm & MasterPass
What is a payment gateway?

A payment gateway is an e-commerce application service provider that enables the various payment options for a marketplace such as Pepperfry. A payment gateway is typically the gateway between Pepperfry and a bank, and through this gateway you are able to make your payment.

All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

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What is No Cost EMI?

No Cost EMI is a payment mode available on Pepperfry, which enables shoppers to purchase with no cost of interest and zero down payment. With this payment mode, shopper will get an instant discount, for the interest amount to be charged by the banks for the EMI.

Will the No Cost EMI be available for all EMI payment options available on Pepperfry?

Currently, No Cost EMI payment option is available only for selective tenures (3 and 6 months) for all the banks.

Will I get complete refund amount, if I cancel/return the items purchased by No Cost EMI?

Yes, you will get a complete refund of the Amount paid by you, post the EMI Discount.

However the banks may charge some cancellation/refund, or pre-closure charges. Kindly check with your respective banks policy for Cancellations and Refunds.

What is Cash on Delivery (COD)?

If you purchase through Cash On Delivery (COD) payment option, then you can pay in cash at the time of actual delivery of the product at your doorstep.

( This service has been halted temporarily)

Does Pepperfry.com retain my card or account details?

Pepperfry.com does not collect or store your card or account details. Your transaction is authorized at multiple points, first by the payment gateway and subsequently by Visa/MasterCard/American Express/Banks directly without any information passing through us.

Will I be asked to provide any card information, account information or passwords over phone or email?

The Pepperfry team will never request you to share any of your payment details over email or over phone.

What is an Online Wallet? How do I make payments using an Online Wallet?

We have Four Online Wallets which can be used to make payments: Mobikwik, Paytm, MasterPass and PayUMoney.

A Wallet is a prepaid financial instrument approved by Reserve Bank of India. It allows Indian consumers to store money in a virtual wallet and then use it across channels -- mobile, desktop, tablet, SMS, IVR -- to make payments, without entering your card/bank details for every transaction.

Once you have selected the items in your cart, proceed to make a payment and select the last option 'Wallet'. Under 'Wallet' you will find a radio button for types of wallets. Please choose the option by clicking on the radio button and make the payment.

What is the Card Verification Number (CVV) on my credit card?

The Security Code or the Card Verification Number (CVV) is an important security feature established by credit card companies in order to reduce the risk of Internet fraud. This number doesn't appear on sales receipts or billing statements and it is only found on the card itself. The cardholder is required to enter the code number at the time of the transaction to verify that the card is in their possession.

CVV Numbers for different cards are placed in different locations on your card:

  • If you have Visa/Mastercard/Diner's/Discover card: Your CVV is a 3-digit code after the last four digits of your credit card number on the back of the card within the signature field.
  • If you have an American Express card: Your CVV is a 4-digit number on the front of the card on the right hand side above the card number.

Note: SBI Maestro card does not have CVV and expiry date

What is a 3D secure password?

The 3D secure password is implemented by VISA and MasterCard in partnership with card issuing banks under the 'Verified by VISA' (VBV) and 'MasterCard Secure Code' (MSC) services, respectively.

The 3D secure password, which is created by you, is known only to you. This ensures that only you can use your card for online purchases. On 3D secure page, you may also choose to receive a One Time Password (OTP) on your registered mobile number and use it for that transaction.

In India, it is mandatory to register your card with 3D Secure before making any online transaction with the card. To register your card, visit your card issuing bank's website.

Under what name will my purchase be charged on the credit card statement?

Your purchase will be charged under the company name 'Trend Sutra Platform Services Pvt Ltd'. Sometimes, your card company may show in the statement a truncated name like 'Trend Sutra' or 'Trend Sutra Platforms'.

What are the EMI payment options available on Pepperfry?

The EMI facility is available for all Citi, HDFC, Axis, HSBC, Kotak, Standard Chartered, ICICI bank, SBI and Induslnd credit card holders. The current EMI facility is available for 3, 6, 9, 12, 18 and 24 months for the Citibank Card holders and for 3, 6, 9 or 12 months installments for others.

The minimum order value to avail the EMI payment option is Rs 3,000. There is NO processing fee charged by Pepperfry for availing EMI payment option.

The Bank charges annual interest rates (as per the table below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

Bank3 Months6 Months9 Months12 Months18 Months24 Months
HDFC Bank13%13%14%14%Not AvailableNot Available
ICICI Bank13%13%13%13%Not AvailableNot Available
Axis Bank12%12%13%13%Not AvailableNot Available
HSBC Bank12.50%12.50%13.50%13.50%Not AvailableNot Available
Kotak Bank12%12%14%14%Not AvailableNot Available
Standard Chartered Bank13%13%14%14%Not AvailableNot Available
Citibank13%13%15%15%15%15%
SBI14%14%14%14%Not AvailableNot Available
IndusInd13%13%13%13%15%15%
What happens for the order placed using EMI gets cancelled/refunded?

If you cancel or return an order purchased using EMI, Pepperfry will refund the entire purchase amount to you. For partial order cancellations / refund, Pepperfry will refund that amount back to you. You may check with the respective bank/issuer on how a cancellation, refund or pre-closure could affect the EMI terms, and what interest charges would be levied on you for the same.

Special services provided by Pepperfry
What items can I purchase using the registration coupon?

On registering with Pepperfry, you immediately get 2 discount coupons in your email inbox. One of Rs.500 off - PF50 and the other worth Rs.10,000 – PF25.

These coupons are applicable site-wide for 3 days from date of registration.

  • PF50 – Flat Rs. 500 Off on orders above Rs.999. Applicable Sitewide.
  • PF25 – 25% off on all orders, maximum discount Rs.10,000. Not applicable on “Hot Priced” items

Other benefits of registering on Pepperfry include:

  • As a registered member of Pepperfry, you do not need to enter your details like address every time you order. It is saved in My Account.
  • You can track all your orders by logging in to My Account with user email id and password.
  • Please Note: For other Promotions, Offer end date will be mentioned on the website.
  • You can save items you are interested using the My Wish list feature; for easy purchase in the future If you choose to, you can get regular updates on new arrivals..

Coupons Terms & Conditions:

  1. PF50 & PF25 are not applicable on rentals & gift cards.
  2. How to use: You should be logged in on Pepperfry.com. Enter the coupon code at the time of checkout in the Have a Coupon? box on the order summary page.
  3. Validity: These coupons are of limited time validity and cannot be clubbed with other offers. It should be used within 3 days of registering on Pepperfry.
  4. These coupons are limited to one-time use, only.
How do I schedule an appointment with a Pepperfry carpenter?

Firstly, please check if an item you are purchasing is serviceable by Pepperfry at your location. To do so, enter your locations pincode on the items detail page. Once the pincode is entered, see if the text against Assembly says 'Offered By Pepperfry'.

If the item you wish to purchase is serviceable, then you can opt for an assembly option via these options:

  • On delivery: You can request Carpenter Assembly with our delivery supervisor at the time of delivery.
  • Through IVR: You can also contact our Customer Service at 022-6157 6157 between 9am to 9pm to opt for Carpenter Assembly on IVR.

Assembly of the product will be done within 24hrs once the order is delivered.

What do I do if a coupon issued by Pepperfry is not working?

Your coupon may not be working because of any of the following reasons:

  • The validity of the coupon may have expired.
  • The coupon may have already been used.
  • The coupon may not be applicable on certain deal items and items marked 'Hot Priced'. These items are already at their best price and hence, further coupons are not applicable on them.
  • The coupon will not work if the Shopping Cart Value is less than the value required for the coupon to be applicable.
  • The coupon may be linked with a user account to which it was sent. Login to the correct user account for availing it.
What is 'Hot Priced item' and why can't I apply coupon on a 'Hot Priced item'?

‘Hot Priced items' are products available at the best price on the website. Item under these banner are already being offered at a discounted price. Hence, no further discount will be applicable on products marked as 'Hot priced items'.

What the exact discount I am getting for my purchase?

The exact discount you will be getting is the coupon code discount amount minus the taxes which are applicable.

How do I use a registration coupon?

One of the many benefits of registering with Pepperfry is that you get some coupon which will get you started on your journey with us. Once you've registered with a valid email ID, you will receive this coupon via email. The terms and conditions for the coupon are mentioned in the email, so do make sure to read them. The registration coupon is typically valid for 3 days.

Can I use multiple coupons on the same transaction?

Only one coupon can be used on a single transaction or a cart. You can, however add multiple items to one cart to use one coupon and avail discounts.

How are the taxes calculated while using coupons?

The discounts are not exempted from taxes. So the taxes, applicable on coupon discount paid to the government by us, are charged when you apply a coupon code.

Why is the tax bifurcation not shown at the time of purchase?

The tax is shown on the checkout page when the discount coupon is applied. Tax is only applicable when there is a discount coupon attached.

When will I require carpenter assistance?

There are a few items which require assembly. You can check if an item you are purchasing will need such as assembly service by entering your locations pincode on the items detail page. Once the pincode is entered, the required information is supplied under Assembly. If the item you wish to buy needs to be assembled, then you will require carpenter assistance. Further, for a majority of items that need carpenter assistance Pepperfry will provide the carpenters; in only a few instances you might need to arrange for a carpenter yourself.

How can I check if an item needs carpentry services?

You can check if an item you are purchasing will need such as assembly service by entering your locations pincode on the items detail page. Once the pincode is entered, the required information is supplied under Assembly.

Will I be notified regarding carpenter visit?

You will be notified via SMS once the Pepperfry Carpenter visit is confirmed. You will be contacted before the carpenter visits your place for assembly.

My location is not serviceable by Pepperfry. Do I need to pay for carpentry services?

If your location is not serviceable by Pepperfry, then unfortunately we will not be able to arrange for assembly and you would need to arrange a local carpenter from your end.

How do I sell on Pepperfry?
How do I register myself as a merchant on Pepperfry?

The Pepperfry Merchant Registration process is pretty simple. Just click here to register as a merchant. You will need the following information:

  • Company details: Company name, address and landline number. Note: Enter the Official Name of the company you would like to register your Company as, with Pepperfry.
  • Personal details: Your Name, email address, mobile number, and a password (min 6 characters). Note: If you have an e-mail address/mobile number already registered as a customer account with us, and wish to use the same email address & Mobile number for your Merchant account, you will get an option to Sign in while filling the personal details. Simply login with your customer account credentials and your existing account will be changed to a Merchant account.
  • Bank account details: Beneficiary name, Account number & IFSC Code

That's it! You will then be a registered Marketplace Merchant on Pepperfry. One of our Category Managers will get in touch with you soon after.

For any further assistance, you can write to us at merchant.services@pepperfry.com.

How do I upload my listings/items on the Pepperfry website?

Once you're registered yourself on Pepperfry as a merchant (here's the online registration form), you will be contacted by our Category team. After a round of discussion with our Category Team, our Merchandising Team will upload the images on the web site.

What documentation will be required when registering as a seller?

As a Seller, once you have met certain criteria, you are expected to complete the KYC procedure. This KYC process is needed to verify your identity and to confirm the bank account details provided by you, in order to receive your due remittance.

Once you have completed either of these conditions:

  1. Your total business via sales on Pepperfry is equal to or greater than Rs. 25,000 (Rupees Twenty Five Thousand only), or
  2. You have completed three months as an active seller on Pepperfry

You would be required to complete the KYC process. Failure to comply with this requirement will result in subsequent remittances being frozen, until the required documents are submitted and validated by us.

The documents submitted by you should correspond to, and validate the details provided by you on the merchant dashboard available to you on the website.

You may provide any of the following documents for the KYC procedure:

Proof of identity:Proof of address:
PassportPassport
PAN CardPAN Card
Voter's Identity CardVoter's Identity Card
Driver's LicenseDriver's License
Aadhaar CardBSNL/MTNL Bill
Bank account / Credit Card statement
Electricity bill
Ration card
Need to know more about Pepperfry Studio?
Can we pay cash at the studio?

Pepperfry Studios are an experience center, they are meant to help you check the range and quality of our offerings in person. We do not sell anything from the Studio, nor can we sell the display pieces.

How can I find out which items are available at a Studio location?

There are various items displayed in our Studio from categories such as Furniture, Home Decor, Furnishings, Lamps and Lightings etc. The items you can see in our studio are mainly solid wood products. Not all items on the website are displayed at the Studio.

You are invited to come visit us and experience these items with friends and family. A visit to the specific city, and location page on our web site will also help you in understanding the type of items that a particular location exhibits. Click here to start browsing!

Where is Studio Pepperfry located in my city?

We have Pepperfry Studios in Mumbai (Santacruz, Kanjurmarg, Lower Parel, Thane and Mumbai International Airport T2, Pune(Koregaon park), Gurgaon(JMD Mall), Bangalore(Indiranagar, Whitefield and J.P. Nagar), Chennai(Phoenix Marketcity Mall and Nungabakkam), Delhi(Kirti Nagar) and Hyderabad(Banjara Hills and Gachibowli) . For details on exact locations, visit this link

When can I visit the Pepperfry Studio? What are the timings?

You can pay us a visit anytime between 11am and 8pm. The Studio is open all 7 days of the week, except public holidays. Please check the Studio page for such dates before paying us a visit.

What items do you sell at the Studio?

Pepperfry Studios are an experience center, they are meant to help you check the range and quality of our offerings in person. We do not sell anything from the Studio, nor can we sell the display pieces.

The studio is mainly for display, and works like a gallery. You can browse the items shown, ask our design experts for advice and opinion, and browse our online catalogue. You can always place an online order for any item(s) that you might like at the Studio.

Bulk Order and Customization
How can I place a Bulk Order through Pepperfry?

Depending on the nature of your requirement, you can purchase items in bulk from us and help us cater to the various tailored requirements as below:

  • For comprehensive Design requirements or product selections for your House, Pepperfry Bespoke is a new business that offers curated Room Looks that you could shop for, for your house, or that of your Friends, Family. You could also book yourself Complimentary and Customized Design Services by our seasoned Design Experts.
  • B2B or Bulk Orders for your Workplace, Hotel, Restaurant or Business (Office), We will assign a dedicated Account Manager who will help finalize selections Furniture and Product requirements for your Office or Business, and manage your account as a single point of contact. We also offer attractive pricing for bulk corporate purchases over INR 8-10 Lakhs.
  • As a Channel Partner If you are an Architect, freelancing Interior Designer or Design Studio, Pepperfry with its limitless catalogue of 95,000 products and free shipping and doorstep delivery to 1000+ cities, is just the right supply partner for all your project requirements across Products, Styles, Brands, Materials and Price points.
Can I customize an item?

We have a wide range of items spanning multiple categories around 100,000 items, spanning 8 key home categories! The breadth and depth of our catalogue will surely help you find the exact item you are looking for. Please note while we could work with you to customize Room Designs, we are unable to customize individual items.

How are large orders fulfilled?

Our experienced Account Managers will help you with selecting the right items, placing the order, and with order tracking. Visit our Bulk Order page to get started.

Stock Status and Notification
What does it mean when an item is out of stock?

Pepperfry sources products from several merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all times, and that the regular stock updates are done, there could still be a possibility that product runs Out Of Stock with our merchant.

When will an item that I want to order be back in stock?

Being a market place, we cannot assure and predict by when an item product will be back in stock. We can however let you know as soon as it comes back in stock. To enable us to reach out to you with such notification, please opt-in to be notified on an out-of-stock item you are interested in purchasing.

What happens to my order if an item goes out of stock before it can be delivered?

Pepperfry sources products from several merchants spread across the country. Our team does its best to ensure that the products are available with the merchant at all times and that regular stock updates are done. There could still be a possibility that an item runs Out Of Stock with our merchant. In such an unfortunate instance, we have no option but to cancel the order. Please be assured that if the order is cancelled due to such a stock issue, the orders full amount will be refunded back to you, via the same mode of payment that you used while paying for the order. If your order has multiple quantities and one/more items are out-of-stock, then the remaining items will be delivered as promised while a refund will be processed for the out-of-stock items.

Will I be notified if the out of stock item is back in stock?

You do have an option for setting up an email notification once the desired item is back in stock. All you would need to do is opt-in by choosing Notify Me for the item which is out of stock. Here, you can enter your email address and hit Submit. Whenever the desired item is added back to our website, you will be notified through email.

What is the Refund policy on Out of Stock cancellations?

If the order is cancelled due to one or more items being out of stock, the full amount will be refunded back to the same mode of payment in 7-10 days under the name of Trendsutra Platform Services.

Ordering An Item / Order Status
Purchasing furniture on Pepperfry.com

Knowing your item

Please note that wood has inherent qualities such as marginal differences in stain and varnish, unique grain patterns, etc. These are visible on a finished product and result in two otherwise identical items looking different. These are natural features of wood that provide character to each piece of wooden furniture and are accepted as per industry standards. Small knots are also sometimes visible on the surface which is filled in by the furniture craftsmen during manufacture.

Placing an order

Please check dimensions of the entrance/door to your home/office/shop/building/premise before buying, so as to ensure that there is no problem in getting the product inside. In such a situation we will not be able to accept return or cancellation. There are some items that you will need to assemble on your own. You will find all relevant assembly information on an items details page. While we provide kits to assemble these items, you might need to arrange your own carpenter for assembly. Wherever Pepperfry provides, the carpenter visits will be scheduled subsequent to the delivery of the item.

On Delivery

For all items that are expected to stand, ensure that the item is steady and straight. Unevenness up to 5mm happens due to difference in surfaces and floor levels and is an accepted industry standard. Bushes will have to be attached to balance the item. Please report the item to our Customer Support team and we will take it on from there. In case of dust or a lack of shine, rubbing the surface with a cloth will help. This is an accepted method for cleaning the surface of a furniture item and making it shine.

Damages

Pepperfry shipping arrangements to your doorstep have been designed to ensure a zero-damage, hassle-free experience, please contact us immediately, in case:

  • Your item has any scratches or breakage that unfortunately might have occurred in the course of transit warranting your item to be fixed
  • Any instruction manual, screws, nuts etc. that might have been missed, should be informed to Customer Support immediately, so that they can arrange to have it delivered to you
  • Your item arrives in damaged condition. All claims for damage must be made within 7 days of receipt of the item

Your request for a repair or refund will be processed as soon as we receive the photographs of the item to ascertain the extent of the damage.

We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the product(s). Please allow up to 3 days for reverse pick up and subsequently to process the refund.

Cancellations

No cancellations will be accepted once an order is placed

How do I get more information about an item before I place my order?

In case you have questions about a product, please write to us anytime and we will get back to you within 24 hours. You can also chat with us between 10AM and 7PM on our website by going to the 'Need Help?' page and clicking on 'Live Chat'.

How do I place on order on Pepperfry?

The process of placing an order on Pepperfry is very easy. Just follow the following steps:

  • Once you have selected the item that you wish to purchase, click on Buy Now.
  • You will reach Order Summary Page where you can review your order. Here, you can also add an available coupon in the Have a Coupon box. Once you are ready, click on Proceed to add your address button
  • If you are registered user, you can now login. If you are not registered, you can either register or you can continue checkout as a guest user
  • Once logged-in, you can confirm the shipping address and then click on Proceed to pay
  • You can choose from range of payment methods and click on Proceed to Pay Securely

Once the order is confirmed you will receive a confirmation email and order number.

Can I change my shipping or billing address after an order has been placed?

For confidentiality and legal reasons, the shipping or billing address cannot be changed once an order has been placed. In case you have changed your address between ordering and receiving a product, you may reach out to us and we will do our best to help.

What does it mean when my order is Pending Verification or Awaiting Confirmation?

Dont worry if your order status reads Pending Verification or Awaiting Confirmation.

Sometimes due to technical issues at the payment gateway or at the banks end, your online payment does not reach us immediately. In such a case, your order status shows Pending Verification. If the amount has been debited from your account, you may need to wait for up to 3 working days for the payment to be confirmed to us by your bank.

If the payment has not been debited from your account, please call us to cancel your pending order and complete the purchase of your chosen item by trying the online payment option once again or through an alternate payment option

If a coupon was used in a Pending Verification order, then the coupon can only be re-used for another order if the pending order has been cancelled.

Shipping and Packaging
Why do I need to pay Processing Fees when I purchase some products on Pepperfry? What do these fees entail?

Pepperfry works with thousands of merchants across the country, to get the largest variety of products at the best possible price for its customers. Most merchants on Pepperfry, offer limited period discount coupons to our customers to deliver better value as compared to any other platform. The Processing Fee is basically a fee levied by Pepperfry to avail/redeem these discount coupons on the website. Needless to say, the fee is just a small percentage of the overall discount offered to customers by the merchants.

Do I need to pay Shipping Charges for purchases on Pepperfry?

Pepperfry is committed to provide a superlative shopping and delivery experience to all its customers. While shipping is free for most products on Pepperfry, we charge a nominal amount for products where the shipping incurred is a significant proportion of the order size. Hence, we levy a Shipping Charge of Rs.59 on orders less than a paid value of Rs.999 to recover a small part of the logistics cost. The good thing is that for any order valued at Rs.1000 or more, shipping is absolutely free!

What happens after the order is shipped? Does it get directly delivered?

Yes

Why is an item not available for shipping to my location?

The shipping of the item for your pincode might not be available due to any of the following reasons:

  • The merchant selling on Pepperfry does not offer installation/service/warranty of the products across India and hence, restricts it to certain pin codes
  • State regulatory issues, legal restrictions or any other compliance-related reason

Non-availability of a reliable shipping partner for your location.

How do I know if an item can be delivered to my location?

Enter your delivery pin code on the item page to know whether it can be delivered to your address.

How do I check the estimated delivery date for an item?

Enter your delivery pin code on the item page to know the estimated delivery date for it.

Will Pepperfry provide free assembly at my doorstep for the furniture ordered?

Yes, if an items requires carpenter assistance for assembly, and is your location is a pin code that we currently serve, then we will provide a free assembly service. Please enter your delivery pin code on the item detail page to check the same.

If an item can be self-assembled, we provide a kit along with a manual which will help you out.

If an item requires wall mounting, we will not be able to provide carpenter assistance.

Do I need to submit any document for products to be delivered to my address?

Generally, there is no need to submit any document for shipping or delivery of your products. However, if your purchased product needs to be delivered anywhere in the state of Kerala then we would require a copy of Form 16 and ID proof (as prescribed under the Kerala Value Added Tax Rules, 2005) duly signed by you.

Can you deliver my item faster than mentioned on the order page?

The delivery time for a product is determined by various factors including the kind of product (standard product or made, to-order), location from where product is procured and logistic network available in your location. We always try to procure the item and deliver it as soon as possible.

Do you ship internationally?

As of now, Pepperfry doesn't ship items outside of India. However, Pepperfry does allow you to make purchases for your loved ones in India from anywhere in the world by using your international credit or debit cards issued in India. You need to ensure that the Shipping Address is in India.

I am buying this product as a gift. Can it be gift-wrapped?

Sorry. Currently, we do not offer gift-wrapping.

My purchase is a gift, can Pepperfry send the order without an invoice?

Unfortunately, we cannot ship any product without an invoice. To comply with the rules governing the movement of goods in India, and due to tax and regulatory reasons all shipments have to be accompanied with an invoice.

Can you send all my items in one shipment?

Yes, we do have an option to send all the products in one shipment however it is only available for Furniture Products available with Express Shipping Icon on our website. For all the other products, we source them from thousands of merchant across the country, therefore the shipping timelines and the location from where these products are shipped vary from one product to the other.

Please Note: Ship Together Option for Furniture Products can be selected only at the time of placing the order post that it cannot be changed.

Why does the promised Delivery date vary from one item to the other?

We source home and furniture items from thousands of merchants spread across the country. The delivery time for an item is determined by various factors including the kind of product (standard product or made, to-order), location from where the item is procured, and logistic network available at your location. Hence, the delivery dates may vary from one item to the other.

Returns & Refund
What do I do if I get a damaged/ defective or incorrect product?

Easy Return Policy is applicable within 7 days from receipt of the product and applicable only for the following reasons: Damage / dead on arrival, Manufacturing defect/Expired product & incorrect product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners.

Please send us 2 images (one of damaged part and one of the entire product) of the product to ascertain the reason for return which can be initiated from the "Need Help?" Section:

  • At the top of every page on Pepperfry, you will see a Need Help link
  • Click on Need Help > Return Item
  • Select a reason for return
  • Upload supporting image of product and hit Return Item
  • Our representative will call you within 48 hours
  • A reverse pick up will be initiated as soon as the refund complaint is validated.

We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the product(s). Please allow up to 3 days for reverse pick up and subsequently to process the refund.

Once the pickup is done, refunds will be processed within 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account. Please refer to Pepperfry Easy Returns Policy.

What do I need to do to return a product?

To initiate a return online through My Account:

Please send us 2 images (one of damaged part and one of the entire product) of the product to ascertain the reason for return which can be initiated from the "Need Help?" Section

  • Log in to your Account.
  • Go to My Orders.
  • Click on RETURN ITEM for the product you wish to return.
  • Select a reason for return.
  • Upload supporting image of product and hit 'Return Item.
  • Our Representative will call you within 48hrs.

Note: You may not be able to submit Return Request if the delivery status is not updated (if the delivery is recently done) or you are trying to submit a request after 7 Days from the receipt of the product.

You are not a registered user and bought a product as a guest user on Pepperfry.com and hence are not able to access the 'My Account' Section. In such case, go to "Need Help?" then click on "Write to Us" which will direct you to New Complaint or Feedback. Mention the order number and the issue and submit.

Why did Pepperfry cancel my confirmed order?

Pepperfry sources products from several merchants spread across the country. While our team does its best to ensure that the products are available with the merchant at all times, and that the regular stock updates are done, there could still be a possibility of your order getting cancelled due to one or more of the below mentioned reasons:

  • The product is rejected at our fulfillment center due to Bad Quality and the merchant is not able to arrange for a fresh product within the promised shipping timeline as shown on the product information page.
  • The product is Out Of Stock with our merchant.
  • Our logistic partners are unable to deliver the product to the desired delivery location due to some circumstances.
I am not registered user. What do I need to do to return a product?

If you are not a registered user and bought a product as a guest user on Pepperfry.com, go to Need Help? Then click on write to us which will direct you to New Complaint or Feedback. Upload the images and mention the order number with the reason for return and submit.

Instead of Refund for a product, can you send me a replacement or can I exchange the product?

Due to logistic reasons, we do not offer exchange/replacement of orders.

Do I need to keep anything in mind while returning your product?

The returned product should be in its original packaging, and in the same condition as you received the product. Please ensure that all tags, peripherals, warranty/ guarantee card, freebies and accessories including keys, straps and locks are intact.

The Easy Return Policy at Pepperfry is absolutely hassle-free. Once we validate the refund, we will pick up the product through our own in-house logistics team. All you need to ensure is that you send us image of the product on time.

How much time does it take to get refund?

Once you place a refund request, our representative would call you back within 48 hours. On refund validation reverse pick-up would be initiated within 3 days.

Refund will be processed within 48 hours of a product pick-up and depending on the mode of payment you used, Banks and Payment Gateways will take between 7-10 working days to credit the amount to your account. Refund will be credited only in the initial mode of payment.

Effectively, in a normal course, it can take up-to maximum of 2 weeks from request, for refund credit.

Who bears the shipping costs for the refunded products?

Pepperfry will pick up product that you wish to return from your doorstep & bear the shipping cost.

Can I return a product in case I do not want it or do not like it?

Item cannot be refunded for any reasons other than following: Damage / dead on arrival, Manufacturing defect/Expired product & In-correct product. For other category-wise exclusions, please refer to Pepperfry Easy returns policy Brand warranties, wherever applicable, would supersede Pepperfry Easy returns policy.

Can I cancel a confirmed order on Pepperfry?

No, cancellations will not be accepted once an order is placed.

Shop with Confidence
What is the Grow Trees Initiative?

'Grow Trees' is a social initiative that offers the service of planting trees on government and community lands at Rs 80 a tree. Grow Trees physically plant trees through their planting partners in 8 projects across eight states in India, namely: Rajasthan, Madhya Pradesh, Odisha, Gujarat, Karnataka, Andhra Pradesh, Maharashtra, and West Bengal. Grow Trees is the only organization in India to be a planting partner for United Nations Environment Programs (UNEP) Billion Tree Campaign. They are also an official partner for UNDB and were official partner for WWF's Cities for Forest Campaign. Grow Trees have planted over 1 million trees so far.

To see more details, visit: http://www.grow-trees.com

Why do I see a Contribute Rs. 40 to plant a tree (through Grow-Trees) option during checkout?

On checkout page, you can become a part of the social initiative of planting a tree through Grow Trees (www.grow-trees.com). A contribution of Rs 40 from your side is matched by Pepperfry, for a total of Rs 80, which is then used to plant a tree. If you choose to contribute, you will receive a certificate on both the order confirmation page as well as to your mail box.

The Grow Tree contribution is non-refundable.

Is it safe to use my credit card or provide bank details on Pepperfry?

Yes, it is completely safe to pay on Pepperfry using your credit card, debit card or through a bank transfer. We follow RBI guidelines for online payments including using 'MasterCard 3D Secure' PIN and 'Verified by VISA' PIN. Pepperfry is a PCI DSS compliant ecommerce company and does not store any customer credit card or financial information on its servers. All transactions are processed through secure bank servers, which are PCI DSS- II compliant thereby, providing the highest level of security while processing your online payments.

How safe is providing the personal information like address, contact details etc. to Pepperfry?

Your personal information is absolutely safe with us.

We keep your information encrypted on our servers and never share it with any third party. Your personal information is only used to contact you regarding your order, to deliver your products and to send communication that you may have opted to receive.

To learn more, you may access the Pepperfry Privacy Policy here

Does your site use a secure connection for sensitive information?

Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. You will see "https" in the URL (like https://www.pepperfry.com) that indicates the use of SSL.

How do I know that my contribution towards 'Plant a tree' has actually been used for planting a tree?

The Grow Trees initiative is recognized and trusted by prominent organizations. They have a track record of ensuring that contributions translate to real trees being planted. Please browse their web site: www.grow-trees.com to explore their contributions and track plantations. Further, the United Nations Environment Programs Billion Tree campaign and WWFs Cities for Forests campaign have acknowledged Grow Trees as an Official Partner.

On Boarding Registration
How do I register myself as a merchant on Pepperfry?

The merchant registration process is pretty simple. We do not require any documentation for registration. Just click on the online registration form to register yourself as a merchant on Pepperfry.com.

Registration as a merchant on Pepperfry takes 5 steps:

Step 1: You need to provide your entity details i.e. the name of the entity, address of the entity (registered office address in case of companies), and the landline number. Also, mention the category that you are interested in.

Step 2: You need to provide personal details of the contact person like the name of the contact person, email address of the contact person, mobile number of the contact person, and a password (minimum 6 characters) for your account.

Step 3: Verification of the mobile number of the contact person as provided in Step 2. The system will automatically generate an OTP code to verify your mobile number. Enter the OTP Code into the box provided for verification and click on submit to go to the final step.

Step 4: Read the Pepperfry Service Agreement and if you agree with the terms of the said agreement then click on I REGISTER AS A MERCHANT.

Step 5: After completion of Step 4, check your email. Click on the link provided in that email and complete the registration process by furnishing bank details of the entity.

You are now a registered marketplace merchant on Pepperfry. Now just share the list of your key products along with their images at merchant.services@pepperfry.com. Our category managers will review these and evaluate them for fitment. Accordingly, they will get in touch with you to take things forward and have your items listed on the website as soon as possible.

For any further assistance, you can write to us at merchant.services@pepperfry.com.

What documents do I require for registration and KYC procedure?

We do not require any documentation at the time of registration. In order to start selling through Pepperfry.com, you need to have the following:

  • PAN Card: Personal PAN for business type proprietorship and personal & business PAN for business type as company.
  • VAT/TIN Number.
  • An active bank account and supporting KYC documents (address proof and a cancelled cheque).

KYC Procedure

The KYC process is needed to verify your identity and to confirm the bank account details provided by you, in order for you to receive your due remittance.

You will be required to complete the KYC process if either of the following conditions are fulfilled:

  • Your total business via sales on Pepperfry is equal to or greater than Rs. 25,000 (Rupees Twenty Five Thousand only), calculated from the day of your registration; or
  • You have completed three months as an active seller on Pepperfry.

Failure to comply with this requirement will result in subsequent remittances being frozen, until the required documents are submitted and validated by us.

The documents submitted by you should correspond to and validate the details provided by you on the merchant dashboard available to you on the website.

You may provide any of the following documents for the KYC procedure:

TIN/VAT (business name to be same as TIN)
CST
PAN Card
Cancelled cheque with entity name printed on the same
Declaration letter for the sole proprietor (if required)
Do I need VAT and CST number to sell on Pepperfry?

Yes, you need to provide your VAT/CST number after registration. However, if you are selling only VAT exempted categories, then this may not be required.

What should I do if I don't have any landline number?

If you dont have landline number, then please provide your mobile number beginning with 0.

What should I do if my mobile number or email id is already showing registered?

If you have an e-mail address/mobile number already registered as a customer account with us, and you wish to use the same email address & mobile number for your merchant account, you will get an option Already a member? Sign in while filling the personal details. Simply login with your customer account credentials and your existing account will be changed to a merchant account. You can change your contact details after completion of registration process. For that, kindly write to us at merchant.services@pepperfry.com with a valid reason.

Listing Cataloging
What are the products that I can sell on Pepperfry?

You can sell items in the following categories on Pepperfry:

  • Furniture
  • Decor
  • Lamps
  • Bed and Bath
  • Furnishings
  • Kitchen
  • Dining
  • Bar
  • Housekeeping
  • Hardware and Electricals
  • Garden
  • Kids Products
How do I upload my listings/items on Pepperfry?

Once you've registered yourself on Pepperfry as a merchant, you need to send an email with a list of your key products together with their images to merchant.services@pepperfry.com. Our category managers will do a review of your products and then they will get in touch with you and make your items listed on site.

Will I get charged for listing the product?

No. Listing of products on Pepperfry.com is free. We do not charge anything for listing your catalogue online. You only need to pay a commission for what you sell.

How can I update the stock for my products?

We request you to send us an email to merchant.services@pepperfry.com. We will share your stock information with the category team and revert back.

Order Management Shipping
How can I get orders from customers?

When a customer places an order, our order management system will send you an email on your registered email id with the order details, twice a day, and it will also reflect on your merchant dashboard.

How do I manage the orders?

Pepperfry offers a merchant dashboard on the website to operate and manage order. You can manage your orders using the merchant dashboard.

How can I ship my products to the customers?

We have a robust logistic network with broad coverage that helps you to ship your products to your customers. For that, you have to only send your products to our nearest hub. However, if you have the delivery capability, then you can ship your products on your own to the end customer.

Payments Pricing Structure
How will I get charged?

We will charge a commission fee on your sale. The commission charges will vary across the categories.

How is the commission calculated? Show me an example?

Our commission consists of 4 components. They are:

  • Platform Fee: A fixed % of sale value will be charged. It varies with category.
  • Shipping & Handling Fee: A fixed % of sale value will be charged and it varies with category. Only Payment Gateway Fee of 2% will be charged if you are shipping on your own.
  • Marketing Fee:: A fixed % of sale value. It varies based on the category
  • Service Tax:: 15% and it is applicable over the above components.

Example:

ComponentsPercentageValue in INR
Sale Price100
Shipping & Handling8% of Sale Price8
Platform fees10% of Sale Price10
Marketing Charges15% of Sale Price15
Commission33
Service Tax15% over Commission Amount4.95
Total Deductions37.95
You will get62.05
How can I view the commission charges for my products?

You can view the commission charges across the categories on your merchant dashboard, once you register on Pepperfry.

How and when will I get paid?

All remittances will be processed twice a week (i.e. on Monday and Thursday) as per the applicable laws. The payment will be made directly to your bank account through NEFT transaction.

Try And Buy
Do you offer the trial service anywhere you deliver?

Currently, we’re available in Mumbai, Delhi, Gurgaon, Bangalore, Hyderabad and Pune. We hope to expand and reach many more cities and homes, soon.

What if I want to experience the trial in one city but place an order for another city?

Sure, that can be done, as long as the city you experience the trial in is Mumbai, Delhi, Gurgaon, Bangalore, Hyderabad and Pune (since Try and Buy service is available only at these cities right now).

If I change my mind, can I cancel the trial?

Sure you can. If you place the cancellation in 24 hours, we'll refund the money paid by you for the trial. And if you cancel after 24 hours, we'll send you a Gift Card for the same amount.

What if I have questions about the product during trial will they get answered?

Just give our Customer Support a call and we’ll be happy to answer any questions you might have, give you any additional information you might need, and even chat with you.

What if I like a sofa but I want to check it out in a different colour to see how it looks in my house? Will you schedule another trial?

Guess what? We offer swatches for select sofas, so make sure you place an order for it.

What happens if I dont like any of the sofas I try?

That’s cool too! We’ll anyway send you a Gift Card that can be redeemed on anything you like on the site.

What happens after I try out a sofa?

We send you a Gift Card for the amount you spent on trial, that you can use to purchase anything you like on the site.

If I dont have space in my living room to check out all the trial sofas, what do I do?

Hmm… what if we bring the sofas up one or two at a time? That would help, wouldn’t it?

How long do I get to decide if I like the sofa Ive tried?

We’ll let you sit, feel, experience and click selfies too (if you want to) for a reasonably long time. Our delivery team will gladly wait while you enjoy your trial.

Can I reschedule my delivery?

Sure, you can reschedule it within a week of the first delivery schedule.

When will the sofa be delivered?

Once you place the trial order, we’ll have our team call you in 24 business hours to fix a convenient time for delivery, and then we’ll deliver as per the schedule!

How do I place an order for the sofa I like?

Super simple. Go to the trial order confirmation mail sent by us, click on the product you want to buy and place the order. Alternatively, you could also add the trial products to your wishlist and place an order from there Don’t forget to use the Gift Card while at it!

Can I pay for the trial sofa(s) along with the other products Im purchasing?

No, the trial cart and order cart are 2 different purchases , you’ll have to pay for them separately.

How do I pay for the trial?

You can use from one of the many payment options available on site for Try & Buy.

Can I get the full set home for trial?

Sorry! We don’t offer this facility yet. Our home trial works only for single seater sofas right now.

Can I purchase a sofa I try out and like, on the spot?

Well, let’s put it this way – if you like what you see, you can get on to the site immediately and place the order. Just ensure that you add your trial products to your Wishlist so it acts an easy reference for you.

How many sofas can I try?

As many as you want, from the sofa selection on the Try & Buy page.

Why should I pay to try a sofa?

Well, look at it this way – you pay a small price for helping us bring your choices to your home, and we return the favour by giving you a Gift Card for the same amount. So it’s a win-win!

How do I place a trial order?

Simple! Just add the sofas to your cart, , give us your delivery details, and and pay an amount as per the number of sofas selected. That’s it you’re done..

How can I use my Gift Card?

Select the items you want to purchase. When you are ready to checkout, click on the button "PROCEED TO PAY"

Select the "Pepperfry Gift Card" option at the Choose Payment Method page Enter your 16-digit Gift Card number and the corresponding 6-digit PIN number when prompted If the Gift Card value doesn’t cover your Order total, you will be prompted to select an additional payment method.

If the Gift Card value is more than your Order total, the balance would be credited back to your Gift Card and can be used towards your next purchase.

Why should I try a single seater sofa at home, when I want to buy a 3-seater?

Well, the selection of sofas on trial are part of a set, so if you want to get a touch and feel of the product, getting the single seater home will be perfect. Trust us we’ve tried :).?

How does Try and Buy work?

It’s no rocket science! Add single seater sofas to your Trial Cart. You can add upto 3 sofas for Rs.500, upto 6 for Rs.1000 and upto 9 for Rs.1500. We’ll send the sofas to your home so you can experience them in person and guess what? We’ll give you a Gift Card worth whatever you paid for the trial in return, which can be redeemed against any products on our site.

What is the validity of the Gift Card?

The Gift Card is valid for one whole year.

Can I use my Gift Card on products other than sofas?

You’re free to use the Gift Card on anything you like!

When will I get my Gift Card?

While we deliver the sofa(s) for trial, the Gift Card will also be handed over to you.

Furniture Rentals
How do I pay the rent?

You can pay your rent for the tenure through any payment mode available on the site. And that includes no-cost EMI, so you get to stagger payments and enjoy products at a low rental! What's more, you can also redeem Gift Cards, in case you have one. We're nice like that.

What happens if the product I rent gets damaged will I be charged for it?

Minor wear and tear will be waived off but if the damage renders the product unfit for use, one month's rent will be charged as a penalty.

What if I dont like the product at the time of delivery?

Uh-oh, we do not offer replacement of rental products. You can terminate a rental at any point though. And our current refund policy applies!

What about installation?

Like all good things in life, it’s free!

Can I reschedule after I confirm the delivery?

Sure! In case you get busy and aren’t available at the time slot communicated, you can reschedule your delivery.

When will my rented product(s) be delivered?

We will ship the product in 72 hours! Yes, once you confirm the order, our team will ship out the product(s) within 72 hours. That’s not all, we’ll also schedule the delivery according to your convenience/availability.

How does the payment process work?

Once you choose the product(s) you want to rent, you’ll have to place the order and make an advance payment for the tenure you select.

What happens when the rental tenure gets over?

You have 3 choices – either extend the rental or return the product; plus an option to buy it as well.

What happens if I want to rent for longer than 12 months?

Currently we offer a 6/9/12 months tenure, o when you hit 12 months, will get an option to extend the tenure, one month before the tenure ends, again for 6/9/12 months.

When does the rental tenure clock start ticking?

Good question! The rental term starts from the date of delivery. However, if you happen to reschedule your delivery, then the date of request kicks off the rental tenure.

Is there a minimum period for renting?

Yes, you’ll have to rent a product for a minimum of 6 months. Plus, our rental offering is so cool, you might want to keep it at home for longer!

Does the monthly rent get lower if I go for a longer rental tenure?

You, smart cookie, you! You guessed it right, it makes sense to rent stuff for a longer period.

Do I have to pay a deposit to rent furniture?

Good news! Our rental process is very simple and hassle-free. No deposit, no KYC, no stress.

Can I be assured that the quality of furniture rented is top notch?

Absolutely! The entire range that’s available for rent has been passed through quality checks and are good to use.

Which cities do you offer rentals in?

Currently, our rental service is available in 8 cities – Mumbai, Bangalore, Delhi NCR, Pune, Hyderabad, Chennai, Ahmedabad and Chandigarh. We hope to spread our rental wings and be available in more cities soon.

How does it work?

It’s super simple! First, select your city, then choose the furniture you like. Pick your rental tenure based on your requirements, place your order, pay for it and get your furniture delivered at your doorstep!

What happens if I want to stop the rental service at any point of time?

If you want to terminate the rental during the rental period, worry not, we’ll refund 50% of the amount to be paid by you for the balance tenure.

Furniture Exchange Program
What are the categories of furniture will be deal with under this Program?

Under the said Program, following categories of furniture are eligible for exchange.

  • Beds - All dismantable beds, in exception to those having a dimensions less than 6 ft * 2ft & 5 inches including hospital type beds & kids’ beds.
  • Sofas - All types of sofas.
  • Dining Sets - 4 and 6 Seater Dining sets. Dining tables and chairs may be dealt separately at partner’s discretion.
  • Tables - Coffee Tables, Study Tables, Console Tables, Side Tables, Dressing Tables except Metal Study, console and side tables.
  • Storage - Wardrobes, Bookshelves, Drawers, Bar Cabinets, Cabinets, Shoe Racks, TV Units. (Metal storage and wall mount products are not accepted).
  • Office - Chairs, Tables- However, Metal products are not accepted.
  • Chairs - Lounge Chairs, Stools, Benches, however metal products and Bean Bags not accepted.

For all the other categories not listed hereinabove, Furniture may be purchased by the exchange partner subject to the design, at the partner’s own discretion. The customer maybe requested to share the images with the partner for further discretion.

Our exchange partners reserve the right to reject the furniture on inspection, at their own discretion.

How does the Furniture Exchange Program work?

Under this Program, the customer will have an option to sell his/her old furniture products (as per the Eligibility criteria) to our exchange partners. The partner will inspect the furniture product and will quote an offer price to the customer for such old furniture at its sole discretion. If the quoted price is acceptable by the customer i.e., the Agreed Sale Price, the exchange partner team will connect with the customer, schedule the pickup of the furniture from customer(s) location and thereafter, deliver to the customer. Pepperfry Gift Card(s) of the value equivalent to the Agreed Sale Price, will be sent through e-mail, as a full and final consideration towards the sale of old furniture by the respective customer(s), within 24 working hours.

Whom should I contact for any queries related to the said Program?

You can connect with the Customer Support of our exchange partners by calling on the dedicated contact number +917349785386 (for Zefo) and +919632041132 (for Quikr facilitated exchanges), between 11 am to 7 pm, on all weekdays (except on declared national holidays), to have all your related queries addressed.

How is the inspection of the products done?

All the specifications mentioned by the customer will be verified and hence customers are requested to provide all the information. The exchange partner team will then inspect the products by opting any of the following modes of inspection:

  • If the customer is available at home, one Furniture expert will go to the customer’s place to inspect the product, if it passes the inspection test, the Agreed Sale Price will be approved and the product will get picked within 48 (Forty-Eight) business hours. If the product does not pass inspection, the request for exchange so initiated by the Customer will be closed and customer will be informed accordingly.
  • If the customer is not available, then inspection will be done at the time of pick up itself. If the product does not pass inspection, the request for exchange so initiated by the customer will be closed and customer will be informed accordingly.
Who determines the Sale Price for customers products?

Our exchange partners are solely responsible for determining the sale prices of the products. The partner shall negotiate the prices directly with the customer. A fair sale price will be quoted by the partner based on the quality, condition and market valuation of the product. Once the price is agreed there will be no further negotiation unless the configuration of the product is different or the product has a critical damage.

What is the validity of Pepperfry Gift Cards and applicable terms and conditions of said Pepperfry Gift Cards?

The Pepperfry Gift Cards are valid for tenure of 1 (One) year from the date of its issue. All the terms and conditions of the Pepperfry Gift Cards as may be applicable from time to time will be applicable for this Collaboration. By accepting the Gift Card(s) you agree the terms and conditions.

How much time will be taken for the product pickup?

The products will be picked up within 48 business hours, upon seeking the confirmation from the customer.

For detailed terms and conditions, please refer to terms and conditions..

In which cities is the Program applicable?

The Collaboration is currently accessible for the Customers in selected Metro cities of India viz; Delhi, Gurugram, Noida, Bengaluru and Mumbai.

Pepperfry Remittance Policy Changes - 1st October, 2016
What does this mean for you?

Remittances will now be carried out 3 days after an item has been delivered to the customer. Your agreements will be changed to reflect the changeover of the definition of T from Shipped to Delivered.

I ship my items directly to the customer through hand delivery or my own logistic partner, when will my remittances happen?

If you work on a Direcship model, it will mean remittances would happen post successful upload of a POD, or after a delivery update by your logistic partner

Why are we doing this?

We collectively feel that the time is right as we step into the next stage of our growth to ensure accountability across our entire channel. We hope through this we will usher in new levels of customer delight, which in turn will benefit all of us.

How is it different from before?

Initially the remittance was done once the product was shipped to customer and under DirecShip remittance was done within 15 days of Airway Bill number being updated on our panel

What about my pending payments from before 1st October?

The policy change will also be applicable on all orders placed till 30th September and whose remittance has not been made till 29th September

Do the days of the payments change?

No, Remittance will continue to happen on Monday & Thursday. In the event a Monday or Thursday is a bank holiday or any public holiday observed by us, the remittances shall be processed on the next working day.

What happens if an item is returned to me?

We will recover the paid amount of the product in the subsequent remittance cycle, in case the payment is already made.

Do I get my items back if the customer has cancelled?

We will return the product back for the orders cancelled by the customer before it is delivered. In case, if we are unable to return the product back, the agreed cost of product will be paid.

What if my item is damaged in transit?

Under Non Direcship, if any product is damaged in transit once shipped from our source warehouse we will compensate the agreed price of product

Pepperfry Gift Cards
What is a Pepperfry Gift Card?

The Pepperfry Gift Card is the Perfect Gift: give it to someone you love, and open their home to the widest range of furniture, decor, furnishings, and more! The Pepperfry Gift Card is available in a wide-range of pocket-friendly denominations to accommodate sundry needs and budgets.

You can opt for sharing the Gift Card via email, or for those truly special occasions -- you can share the gift as a beautiful physical card. Head to this URL to pick your perfect gift: https://www.pepperfry.com/pepperfry-gift-cards.html

How will the Gift Card get delivered?

The Physical Gift card will be hand-delivered at the recipients door-step, by our delivery partner. The recipient needs to show a valid Government Authorized ID proof to collect the same.

The E-Gift Card will be delivered to the recipient mail ID, entered at time of procuring the card via Email. The Gift Card will be emailed from the Email ID: gc-orders@qwikcilver.in

How do I order a Pepperfry Gift card?
  • Click on the Gift Card Menu available in the header section of Pepperfry home page: www.pepperfry.com, or head directly to https://www.pepperfry.com/pepperfry-gift-cards.html
  • Select the type of Gift card (Physical or E-Gift Card), you want to order
  • Choose any of the following denominations for your gift card: Rs. 501, Rs. 1,001, Rs. 2,001, Rs.5,001 and Rs. 10,001.
  • Fill the recipient information and Customized Gifting message (Available only for E-Gift card) in it
  • Make a payment for the selected Gift Card using payment options like Domestic Credit Card / Domestic Debit Card / Net-banking / EMI
Can I use all payment options to purchase an order with other items and Gift cards?

No. If multiple products has been selected in cart including Gift cards, then you will only see selective payments options like Domestic Credit Card/Net-banking/EMI

Is there a limit on number of Gift Cards that can be purchased on my order value?

You can order only a maximum of 5 Gift Cards in a single order.

When will I get my Gift Card?

Physical Gift cards will be delivered to the recipient, within a specified timeline mentioned in your order confirmation Email. E-Gift Cards will be sent within 1 working day from the date of order being placed.

Is there any processing fee applicable for Gift Cards?

There is no processing fee applicable for E-Gift Cards and Physical Gift Cards.

What can I purchase using my Pepperfry Gift Card?

You can use the Gift Card towards all Products available on Pepperfry.com. Gift cards, however, cannot be used to purchase another Gift Card

What is the validity of my Gift card?
  • This largely depends on the offer under which the card was purchased. All cards however have a minimum 6 month validity period. Please use this link to check the validity of your card.
  • Any unused funds in an expired gift card cannot be claimed later
  • No interest will be payable on any Gift Card or on the Gift Card balance
How do I pay with a Pepperfry Gift Card? How could I redeem my Pepperfry Gift Card?
  • Select the items you want to purchase. When you are ready to checkout, click on the button "PROCEED TO PAY"
  • Select the "Pepperfry Gift Card" option at the Choose Payment Method page
  • Enter your 16-digit Gift Card number and the corresponding 6-digit PIN number when prompted
  • If the Gift Card value doesnt cover your Order total, you will be prompted to select an additional payment method.
  • If the Gift Card value is more than your Order total, the balance would be credited back to your Gift Card and can be used towards your next purchase.
How do I get the credited amount for any refunded orders, which Id purchased through a Gift Card?

In an instance of refund/cancellation of your purchase made through a Gift Card, the balance would be credited back to your Gift Card and can be used against future purchases

Can I see my Gift Card balance online?

Yes. You can see the unused balance of your Gift Card at the followinglink

Can I apply Pepperfry discount coupons on a Gift Card purchase?

No. You cannot apply a discount coupon on a Gift Card purchase

The intended recipient of my purchased Gift Card has not yet redeemed the card. The balance however has reduced/been used up?

Pepperfry is not responsible if a Gift Card is lost, stolen, destroyed or used without permission.

Can I redeem my Gift Card for cash?

No. You cannot redeem your Gift Card for cash, or use it to buy another Gift Card. It can only be used to purchase products listed on Pepperfry.com

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