This Policy governs all requests for return, replacement, or refund of products purchased from decor.soisu.com. It forms part of our Terms & Conditions and is aligned with the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020.

1 · Our philosophy

SOISU Decor sells curated home furnishings, with a small number of hand-finished pieces. Every textile carries natural variation — in dye lots, weave texture, and finishing — that is normal for the category. These variations are disclosed on every product page.

We encourage you to consult us on WhatsApp (+91 79779 59379) before purchasing if you have any doubt about colour, size, or material. We are available 7 days a week and happy to share additional photographs of the specific unit in stock.

2 · What we cover

2a · 24-hour transit damage window

If your order arrives with visible physical damage caused during transit, you are entitled to a replacement (not a refund) subject to the following conditions:

  • The claim must be raised within 24 hours of the delivery timestamp recorded by our logistics partner. Claims raised after 24 hours will not be entertained.
  • You must provide a continuous, unedited 30-second unboxing video clearly showing: (a) the package before opening with the tamper- evident security sticker intact, and (b) the damaged item inside.
  • If you accepted the package with visible damage at delivery, you should have refused delivery. We cannot process transit damage claims for packages accepted with visible external damage unless the internal damage was not externally apparent.

Approved transit damage claims are resolved by replacement only. No cash refund is issued. Reverse pickup is arranged within 48 hours of claim approval; replacement is dispatched within 5–7 business days of pickup, subject to stock availability.

2b · 7-day manufacturing defect window

If you receive a product with a genuine manufacturing defect, you are entitled to a replacement (not a refund) subject to the following conditions:

  • The claim must be raised within 7 days of the delivery timestamp. Claims raised after 7 days will not be entertained.
  • You must provide clear photographs or a video showing the specific defect.
  • The defect must constitute a genuine manufacturing fault — examples include: broken or missing stitching that compromises structural integrity; colour-fastness failure evident on first cold wash following our care instructions; a structural fault in the weave or pile.

Natural variation in textiles — slight dye-lot variation, minor differences in weave texture, slight colour variation from the photograph — does not constitute a manufacturing defect.

3 · What we do not cover

  • Change of mind — “I don't like the colour,” “it doesn't match my sofa,” or any subjective aesthetic dissatisfaction. Please consult us before purchasing.
  • Size mismatch — please verify dimensions on the product page before ordering. Size specifications are clearly listed on every product.
  • Damage caused after delivery — staining, fading from sun exposure, damage from incorrect care (e.g., hot machine wash on a hand-wash product), or accidental damage.
  • Natural variation — colour variation within the same dye lot, slight irregularities in weave or finishing, or minor differences from product photographs.
  • Customised or made-to-order items — these cannot be returned or replaced except for manufacturing defects.
  • Damage from non-compliance with care instructions — care instructions are included with every order and listed on the product page.
  • Claims raised outside the applicable window — after 24 hours for transit damage, or after 7 days for manufacturing defects.

4 · How to raise a claim

To raise a transit damage or manufacturing defect claim:

  • Step 1. WhatsApp us at +91 79779 59379 or email decor@soisu.com within the applicable window (24 hours for transit damage; 7 days for defects).
  • Step 2. Provide your order number, the issue description, and the required video or photographs.
  • Step 3. Our team will review your claim within 2 business days and either approve or reject it with reasons.
  • Step 4. If approved, we will arrange a reverse pickup within 48 hours and dispatch a replacement within 5–7 business days of receiving the returned item, subject to stock availability.

5 · Replacement vs. refund

Our standard resolution for all approved claims is replacement. A cash refund is issued only in the following exceptional circumstances:

  • The specific product is permanently out of stock and no comparable substitute is available.
  • We are unable to dispatch a replacement within 21 business days of claim approval due to circumstances within our control.

Where a cash refund is approved, it will be processed to the original payment method (via Razorpay) within 7–10 business days of approval. Bank processing times are outside our control.

6 · Cancellations

Orders may be cancelled and fully refunded if the cancellation request is made before the order is dispatched (i.e., before a tracking number is generated). To cancel, WhatsApp us immediately at +91 79779 59379.

Once an order has been dispatched, it cannot be cancelled. Please refer to Section 2 above for post-delivery claims.

7 · Consumer rights

This Policy does not limit or exclude any rights you have under the Consumer Protection Act 2019 or any other applicable Indian consumer protection legislation. If you are dissatisfied with our resolution, you may approach the Consumer Disputes Redressal Commission (District, State, or National, based on claim value) having jurisdiction over your area, or file a complaint on the National Consumer Helpline (NCH): 1800-11-4000 / 14404.

8 · Contact and Grievance Officer

For all return and refund queries:

WhatsApp: +91 79779 59379 (7 days, 10 AM–7 PM IST)
Email: decor@soisu.com
Grievance Officer: Rohan, SOISU Furniture LLP, 4th Floor, Orbit Plaza, New Prabhadevi Road, Prabhadevi, Mumbai 400013. decor@soisu.com — response within 48 hours, resolution within 30 days.