Guarantees & Warranties Policy

Business Name: Astoria General Trading LLC (Bhoomi Pottery)

Email: support@bhoomi.com

WhatsApp: +971 56 231 7293

Support Hours: 10:00 AM to 4:00 PM (Mon–Fri)

1. Warranty Coverage

Bhoomi Pottery provides warranty support on eligible products strictly in accordance with the manufacturer’s terms and conditions. We do not offer any separate or additional warranty.

The following categories are covered under manufacturer warranty:

  • Pottery wheels
  • Ceramic kilns
  • Pottery equipment (e.g., slab rollers, pugmills)
  • Custom-ordered products (e.g., special imports, made-to-order kilns)

The following categories are excluded from warranty:

  • Pottery tools
  • Clay and glazes
  • Raw materials
  • Electronics and accessories (e.g., thermocouples, relays, elements, controllers)

Warranty terms (duration and scope) will be stated on the Proforma Invoice issued at the time of order. Warranty period begins from the invoice date, regardless of delivery or installation date.

2. What is Covered

Warranty applies only to manufacturing defects, including:

  • Electrical or mechanical faults
  • Structural failure due to poor workmanship
  • Product not functioning as intended under normal use
  • Defective components or parts

All warranty claims and repairs are managed in-house by Bhoomi Pottery under the reference and final decision of the manufacturer.

3. What is Not Covered

The following issues are excluded from warranty coverage:

  • Damage due to misuse or user error
  • Improper installation (e.g., failure to follow setup instructions)
  • Normal wear and tear
  • Use of unauthorized or incompatible materials
  • Cosmetic damage (scratches, stains, discoloration, etc.)
  • Unauthorized repairs or modifications
  • Damage from accidents, electrical surges, fire, or flood
  • Commercial use beyond intended design limits
  • Claims made after warranty period has expired
4. Installation and Commissioning

For products requiring installation (e.g., kilns, equipment):

  • Installation can be performed by the customer, a certified electrician, or Bhoomi Pottery’s technician.
  • Our technician charges a per-visit fee. If the site is not ready, additional charges will apply for follow-up visits.
  • All materials or related expenses must be provided by the customer or reimbursed to the technician in full.
  • Customers must follow all installation instructions provided. Failing to do so will void the warranty.
5. Custom Orders

Custom-ordered products are:

  • Covered under the manufacturer’s warranty
  • Non-cancellable and non-refundable once a deposit has been received
  • Subject to lead times based on manufacturing and shipping
  • Deposits for custom orders are non-refundable under all circumstances.
6. Extended Warranty

Extended warranty coverage may be offered on select products, subject to Bhoomi Pottery’s discretion and for an additional fee.
Full terms and duration will be communicated at the time of purchase.

7. Return & Refund Policy

All sales are final. Bhoomi Pottery does not accept returns or exchanges on any products unless required under UAE law due to confirmed manufacturing defects.

If a defective product:

  • Cannot be repaired, and
  • Cannot be replaced due to lack of stock,

Then the customer must return the product at their own expense to our warehouse. Upon verification and manufacturer approval, a full refund will be issued.

No store credit or alternative compensation is offered unless explicitly stated in writing.

8. Warranty Claim Process

To initiate a warranty claim, customers must contact Bhoomi Pottery via:

Email: support@bhoomi.com

WhatsApp: +971 56 231 7293

Please include:

  • Original invoice or proof of purchase
  • Detailed description of the issue
  • Photos or videos, where applicable

If Bhoomi Pottery determines a return is necessary, the item must be shipped back for physical inspection at the customer's expense. Approval or rejection of the claim will follow.

9. Warranty Claim Timelines
  • Acknowledgement of claim: within 5–7 business days
  • Escalation to manufacturer (if required): within 2–3 business days
  • Manufacturer response time: varies (some may take several weeks)
  • Resolution (if handled in-house): within 5–7 business days from decision
10. Authorized Distribution

Bhoomi Pottery is an authorized distributor for all products sold. We handle warranty claims directly and escalate to the manufacturer when needed.

In some cases, the customer may be referred to another authorized service provider or the manufacturer in line with the brand's warranty policy.

11. Repairs & Servicing

All repair work is conducted by Bhoomi Pottery’s internal team under manufacturer supervision.

Customers may use certified electricians or technicians of their choice, provided installation and repair guidelines are strictly followed.

Failure to follow instructions will void the warranty and absolve Bhoomi Pottery of any responsibility.

12. Disclaimer

Bhoomi Pottery reserves the right to amend this policy at any time without prior notice.
All warranty decisions are subject to the final discretion of the manufacturer.