TERMS OF SERVICE

This document outlines the terms and conditions between the Customer and Saumarra, confirming the roles and responsibilities of both parties and our mutual understanding of the engagement's objectives and limitations.This Terms of Service Agreement ("Agreement") outlines the terms, conditions, rights, and responsibilities between Saumarra Inc. ("Saumarra," "we," "our," or "us") and the customer ("you" or "Customer") for the purchase, production, and delivery of custom wood products. By paying the required deposit, you acknowledge that you have read, understood, and accepted the following terms in full.

Ordering, Measurements & Product Customization

It is the Customer's sole responsibility to provide and confirm all required measurements and specifications prior to production. All door dimensions must be based on accurate rough openings and should allow for a half-inch tolerance on all sides unless otherwise agreed upon in writing. Saumarra strongly recommends engaging a licensed contractor to confirm site-specific measurements. While we are available to provide guidance, we do not take responsibility for final measurements unless we are contracted to do so in writing.

1. Payment Terms

A 70% non-refundable deposit is required to initiate any custom order. This deposit covers costs including, but not limited to, material acquisition, design services, engineering, and reservation of production capacity.The remaining 30% balance, together with all applicable taxes, shipping, crating, duties (if applicable), and any other outstanding charges, must be paid in full before the product is released for shipment or pickup.Failure to remit final payment will result in a hold on delivery. Orders remaining unpaid more than sixty (60) calendar days after written notification that they are complete and ready for shipment will be subject to the storage fees described in Section 5A.

2. Design, Approval & Production Timeline

Following receipt of the deposit, Saumarra will issue technical shop drawings for Customer review. Two (2) rounds of revisions are included at no additional cost. Any additional revisions may be subject to fees of up to USD $250 per revision.Final approval of the drawings must be provided in writing before fabrication begins. Once approved, a Final Work Order will be issued and must be signed by the Customer. The signed Final Work Order serves as the binding agreement confirming all project specifications, including but not limited to dimensions, wood species, finishes, hardware preparation, swing direction, and custom details.Pricing associated with the Final Work Order is valid for thirty (30) days from the date of issuance. After this period, Saumarra reserves the right to revise pricing based on material costs, supplier pricing, exchange rates, labor costs, or other production-related factors.

3. Production & Delivery Timeline

Our standard production lead time is approximately six (6) months from the date the Final Work Order is approved.This estimate does not include shipping or customs clearance and may vary depending on destination, freight schedules, or government processing.Saumarra reserves an additional eight (8) weeks on either side of the estimated completion date to accommodate unforeseen circumstances including, but not limited to:Material shortagesSupplier delaysEquipment failureLabor shortagesWeather eventsTransportation delaysCustoms delaysOther events beyond our reasonable controlEstimated completion and delivery dates are provided in good faith and are estimates only. They do not constitute guaranteed delivery dates.

4. Images, Samples & Natural Material Variation

Photographs, renderings, finish samples, website images, and marketing materials are intended solely as visual representations.Wood is a natural material and every piece varies in:ColorGrain patternTextureMineral streaksKnotsFigureThese natural variations are part of the beauty of solid wood and shall not be considered defects or grounds for rejection.Customers are encouraged to review physical samples prior to production.

5. Shipping, Handling & Delivery

Saumarra works with trusted logistics partners to secure the best available rates for both air and sea freight. All shipping costs, including freight, customs brokerage, duties, taxes, insurance, and any destination charges, are the responsibility of the Customer unless otherwise agreed in writing.

We will coordinate shipping and provide the most suitable balance of cost and transit time. Typical transit times are approximately 8 days by air freight and 60 days by sea freight, although these timeframes are estimates only and may vary depending on destination, customs clearance, and carrier schedules.

Special delivery requirements, including liftgate service, residential delivery, inside delivery, white-glove service, storage, or re-delivery charges, are the responsibility of the Customer.

The Customer is strongly encouraged to purchase cargo insurance. Risk of loss transfers to the Customer once the shipment has been collected by the freight carrier from Saumarra's facility.

5A. Storage Fees & Delayed Shipment

Upon completion of the Customer's order, Saumarra will notify the Customer in writing that the product is complete, ready for shipment, and that the remaining balance is due.The Customer is responsible for paying the remaining balance, including all applicable shipping, crating, taxes, duties, and any other outstanding charges, within sixty (60) calendar days of the written notification.If the order remains unpaid or the Customer delays shipment beyond sixty (60) calendar days after written notification, Saumarra will assess a storage fee of USD $50 per day, beginning on the sixty-first (61st) day. Storage fees shall accrue daily until the order is paid in full and released for shipment or picked up by the Customer. All accrued storage fees must be paid in full before the product will be released.While Saumarra will exercise reasonable care in storing completed products, all products remaining in storage after the sixty (60)-day period are stored entirely at the Customer's risk. Saumarra shall not be liable for natural wood movement, environmental conditions, deterioration resulting from prolonged storage, or any loss resulting from delayed pickup or shipment.

6. Receipt & Inspection of Goods

The Customer must inspect all products within forty-eight (48) hours of delivery.Any visible shipping damage, concealed damage, missing components, or shortages must be reported in writing to info@saumarra.com together with clear photographs documenting the issue.Failure to notify Saumarra within forty-eight (48) hours may result in denial of any shipping-related claim.

7. Installation Responsibility & Limitations

Saumarra does not perform installation nor provide installation labor.The Customer is solely responsible for hiring qualified installers and confirming that the products are suitable for their intended application.Improper installation, modifications after delivery, improper handling, or failure to follow Saumarra's recommendations may void any applicable warranty.Professional installation is strongly recommended.

8. Customer Obligations & Communication

The Customer agrees to respond promptly to requests for approvals, shop drawing reviews, specifications, finish approvals, and other communications required to complete the project.Production delays resulting from delayed Customer responses shall automatically extend estimated production timelines.Only written agreements approved by authorized Saumarra management are binding. Verbal discussions, emails not expressly approved, or representations by unauthorized personnel shall not modify this Agreement.

9. Cancellations & Refunds

Due to the custom nature of our products, orders cannot be cancelled once fabrication has begun.Deposit refunds are limited as follows:Cancellation prior to issuance of shop drawings: up to 50% of the deposit may be refundable.Once shop drawings have been issued and approved, the deposit becomes 100% non-refundable.Refund eligibility may vary depending upon engineering work completed, materials purchased, production scheduling, and project-specific costs already incurred.

10. Warranty

Saumarra warrants its custom wood doors to be free from defects in materials and workmanship under normal residential use for a period of one (1) year from the original purchase date by the original owner.Natural wood characteristics including grain variation, color variation, checking, seasonal movement, expansion, contraction, and minor surface imperfections are not considered manufacturing defects.This warranty excludes:Improper installationImproper storageFailure to maintain finishesEnvironmental damageAbuseNeglectActs of GodNormal wear and tearUse outside intended applicationsExterior doors must be installed beneath a minimum 9-foot protective overhang or otherwise adequately protected from direct sun, rain, and excessive moisture. Doors exposed to excessive UV radiation or weather without proper protection are excluded from warranty coverage.Maintenance and periodic adjustments are the responsibility of the owner.Saumarra is not responsible for removal, reinstallation, refinishing, transportation, labor, or related costs associated with warranty claims.Doors must be stored in an environment maintaining approximately 50–70% relative humidity and protected from prolonged exposure to direct sunlight.Doors leaving the factory unfinished or unsealed are supplied entirely at the Customer's risk. The Customer must completely seal all surfaces—including front, back, top, bottom, edges, hardware cut-outs, and machined openings—before or immediately upon installation.Failure to properly seal the product voids all warranty coverage.

Warranty Will Be Void If:

The product is not properly sealed before installation.The product is exposed to excessive moisture, standing water, direct sunlight, or extreme temperatures without adequate protection.Installation is performed improperly.The product is altered, modified, machined, refinished, resized, or repaired by parties other than Saumarra without prior written approval.Damage results from improper maintenance or environmental exposure.Wood is a natural material and reacts to humidity, temperature, and sunlight. Natural movement resulting from these environmental conditions is not covered under this warranty.

Privacy Policy

Saumarra respects your privacy and is committed to protecting the personal information you provide through our website, communications, and ordering process.We may collect information including your name, email address, telephone number, billing address, shipping address, payment information, and project details to process inquiries, prepare quotations, manufacture products, coordinate shipments, process payments, and improve our services.Saumarra does not sell, rent, or share your personal information for marketing purposes.Information may be shared only with trusted third parties necessary to fulfill your order, including payment processors, freight carriers, customs brokers, contractors, insurers, software providers, and professional advisors.Our website may utilize cookies, analytics services, and similar technologies to improve functionality and user experience.Although Saumarra implements commercially reasonable safeguards to protect customer information, no electronic transmission or storage system can be guaranteed completely secure.Customers may request access to, correction of, or deletion of their personal information by contacting info@saumarra.com.Saumarra reserves the right to amend these Terms of Service and Privacy Policy at any time. Continued use of our services or placement of future orders constitutes acceptance of any revised terms.