Return Policy

1. Return Eligibility & Window

We offer returns within 15 days of delivery, under the following conditions:

  • The product is damaged, has manufacturing defects, or a wrong item was delivered.

  • Items must be unused, unassembled, and in their original packaging with all tags, tools, manuals, and invoice.

  • Returns for personal reasons (e.g., colour preference or change of mind) are not accepted, especially for custom-made items.

️ 2. Custom & Made-to-Order Products

  • Products made specifically for you — including custom fabric, size, or design — are non-returnable and non-cancellable once production begins.

  • These items are crafted uniquely and cannot be resold or repurposed.

Examples:

  • A 3-seater in custom dimensions

  • A sofa with your selected fabric

  • A center table made in a non-standard size or finish

3. Cancellation Policy

Order Type Cancellation Eligibility
Ready-stock items ✅ Cancel before dispatch for full refund
Custom/made-to-order ❌ Cannot be cancelled once confirmed

If the item has already shipped, cancellations are no longer possible. Refusal to accept delivery (without valid reason) will be treated as a return with deduction of logistics costs.

4. Return Request Process

  1. Contact us within 15 days of delivery via:

  2. Share your order number, product photos, and reason for return.

  3. Once approved, our team will coordinate reverse pickup, if eligible.

5. Refund Process

  • Refunds are processed within 7 business days after the returned item is received and inspected.

  • Refunds are issued via the original payment method.

  • Payment gateway or logistics deductions may apply (if applicable).

6. Exchange Option

  • Exchanges are allowed only for ready-stock items before they are dispatched.

  • Custom furniture cannot be exchanged once confirmed for production.

7. Delivery Refusal

  • If an item is refused at the time of delivery without valid reason (e.g., visible damage), it will be considered a cancellation and return shipping costs will be deducted from the refund, if any.

️ 8. Legal Compliance & Trust

This policy is in line with the Consumer Protection (E-Commerce) Rules, 2020. All terms are transparent and aim to offer clarity and fair support to all FlexiSofa customers.

Summary of Non-Returnable/Non-Cancellable Items

Product Type Returnable? Cancellable?
Custom-made sofa ❌ No ❌ No
Ready-stock 2/3-seaters ✅ If damaged ✅ Before dispatch
Imported floor-stock chair ✅ If damaged ✅ Before dispatch

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