Return & Exchange Policy
Return, Exchange & Custom-Made Sofa Policy
1. Custom-Made Orders
All sofas are made to order according to the specifications selected and confirmed by the customer at the time of purchase, including size, dimensions, color, fabric, configuration, design, and other available options.
Because each sofa is specifically manufactured for the individual customer, custom-made sofas cannot be cancelled, returned, or exchanged due to a change of mind, change of preference, incorrect selection by the customer, or other reasons unrelated to a defect or failure to meet the confirmed order specifications.
Customers are therefore requested to carefully review all selected specifications before completing their order.
2. Order Confirmation
Once an order has been placed and confirmed, production may begin based on the customer-provided specifications.
After production has commenced, changes to the order may not be possible. Where a change is requested before production begins, we will make reasonable efforts to accommodate the request, subject to feasibility and confirmation by our team.
3. Defective or Incorrect Products
We stand behind the quality and specifications of our products.
If the sofa received has a manufacturing defect, significant damage attributable to us, or does not match the confirmed order specifications, such as an incorrect dimension, color, configuration, or other agreed specification, the customer must contact us within 48 hours of delivery with the order details and supporting photographs or videos where applicable.
After reviewing the issue, we may arrange an appropriate remedy, which may include:
- Repair or modification of the sofa;
- Replacement of the affected part or component;
- Replacement of the sofa where appropriate; or
- Another appropriate resolution in accordance with the applicable terms and consumer requirements.
Any approved repair, modification, or replacement arising from an error or defect attributable to us will be handled without additional cost to the customer, subject to the applicable terms.
4. Difference in Color or Appearance
Minor variations in color, texture, grain, stitching, or appearance may occur due to lighting, photography, screen settings, and the natural characteristics of certain fabrics or materials. Such minor variations do not necessarily constitute a defect.
Where the delivered sofa materially differs from the color, material, or specification confirmed in the customer's order, the customer should contact us within within 48 hours of delivery so that the matter can be reviewed and an appropriate solution arranged.
5. Customer-Provided Information
The customer is responsible for ensuring that the dimensions, color, configuration, and other options selected during the ordering process are correct.
Where a sofa has been manufactured correctly according to the customer's confirmed specifications, we cannot accept a return or exchange because the customer subsequently decides that a different size, color, configuration, or design would be preferred.
6. Delivery Inspection
Customers are encouraged to inspect the sofa upon delivery and notify us within 48 hours if there is any visible damage, manufacturing defect, or discrepancy between the delivered product and the confirmed order.
For any claim, we may request photographs, videos, order information, or other reasonable details to help assess the issue.
7. Repairs and Modifications
Where an approved defect or specification discrepancy can reasonably be corrected by repair or modification, we may arrange for the sofa to be repaired or modified rather than replaced.
Any repair or modification will be discussed with the customer before it is carried out, including the expected process and applicable service terms where relevant.
8. Exclusions
The custom-made return restriction does not affect claims relating to manufacturing defects, damage attributable to us, or failure of the delivered sofa to conform to the specifications confirmed in the order.
Issues resulting from misuse, accidental damage, improper handling, unauthorized modifications, or normal wear and tear may not be covered.
9. Contacting Us
To report a defect, damage, or specification discrepancy, customers should contact us within 48 hours of delivery through the contact details provided on the sales platform and provide their order number together with any relevant photographs or videos.
Each case will be reviewed individually and handled in accordance with the applicable terms and consumer requirements.