Custom Standard Bespoke orders are non-returnable for preference
Every SOISU piece is built to your specification — fabric, finish, size, configuration. Because each piece is made for you, we do not accept returns for change of mind or 'didn't like it' situations. We strongly recommend visiting the Prabhadevi flagship before commissioning, ordering free fabric swatches to test against your walls, and confirming dimensions against your floor plan. Our design consultants are available to validate your spec before deposit.
24-hour transit damage cover
If your furniture arrives damaged from transit, you have 24 hours from delivery to report it. WhatsApp us photographs of the damage along with the original packaging (please retain it for 48 hours). We replace damaged components free of charge. The QC photograph we shared at dispatch protects both sides from claim fraud and confirms the unit shipped intact. Reverse pickup is arranged within 48 hours of report.
7-day manufacturing defect window
Manufacturing defects (broken stitching, colour-fastness failure, structural fault, mechanism malfunction) are covered for 7 days from delivery. Email or WhatsApp photographs and a brief description of the issue. Validated defects are replaced or repaired at our cost. The structural warranty extends for 1 year beyond the 7-day defect window, and SOISU's lifetime at-cost service covers the piece thereafter.
Replacement, not cash refund
SOISU's refund philosophy is replacement-first, not cash-first. For verified damage or defect we replace the affected piece or component. Cash refunds are reserved for cases where replacement is not feasible (specific fabric discontinued, model out of production) and require approval from the founder. Replacement protects both you and the brand from refund fraud, common in Indian e-commerce.
Stock floor models
Showroom floor models (when offered) are returnable within 7 days of delivery for a 15% restocking fee, provided the piece is in original condition with no marks, stains or assembly damage. Floor models are not custom and follow standard e-commerce return logic. Custom-fabric versions of these models follow the Standard Bespoke policy above.
Razorpay refund mechanics
Approved refunds are processed via Razorpay back to the original payment method within 5–7 working days. For UPI and net banking, refunds typically settle in 24–48 hours; for credit cards, allow up to one full statement cycle. EMI refunds are coordinated with the issuing bank and may take longer. We send WhatsApp confirmation at every step.
What's not covered
Wear and tear from normal daily use; foam settling within the normal 15% range in year one; recliner mechanism wear past the warranty period; leather patina and natural ageing; fabric pilling on incorrectly maintained pieces; humidity damage from improper storage or extended water exposure; deliberate damage or misuse. The SOISU lifetime at-cost service covers most of these at workshop cost rather than replacement cost.