Cancellation and Refund Policy

Order Cancellation

1. Pre-Shipment Cancellation

  • 1.1 Orders can be canceled without any cancellation fees if the request is made before the order is shipped.
  • 1.2 To cancel an order, please contact our customer service team via email or phone with your order number.
  • 1.3 Once an order has entered the shipping process, it cannot be canceled, but may be eligible for return upon delivery.

2. Custom and Made-to-Order Items

  • 2.1 Custom and made-to-order furniture items cannot be canceled once production has begun.
  • 2.2 These items are specifically manufactured according to your requirements and cannot be resold.

Refund Policy

3. Return Eligibility

  • 3.1 Returns are accepted only for the following reasons:
    1. Dead on Arrival
    2. Incorrect Product
    3. Expired Product
    4. For Damaged and Incomplete Products, the claims are to be highlighted during the time of delivery or assembly(whichever is applicable). Kindly reject the delivery in case you come across such issues.
  • 3.2 Custom-made items, clearance items, and items marked as final sale are not eligible for return unless they are damaged or defective.
  • 3.3 For hygiene reasons, mattresses, bedding, and upholstered items can only be returned if they are unused and in their original sealed packaging.

4. Return Process

  • 4.1 To initiate a return, please contact our customer service team or reach out to us at founders@furnisto.com

    Our representative will call you within 48 hours. A reverse pick up will be initiated as soon as the refund complaint is validated. We request you to retain all packing materials unless instructed otherwise by our team. Refunds will be processed only after we have collected the product(s). Once the pickup is done, refunds will be processed within 48 hours. Depending on the mode of payment you used, banks and payment gateways usually take between 7 to 10 working days to credit the amount to your account.

  • 4.2 All returns must be accompanied by the original receipt or proof of purchase.

5. Return Shipping

  • 5.1 For standard items, the customer is responsible for return shipping costs unless the return is due to our error or a defective product.
  • 5.2 For large furniture items requiring special handling, we may arrange for pickup at an additional fee, which will be deducted from your refund amount.
  • 5.3 We recommend using a trackable shipping method for all returns.

6. Refund Processing

  • 6.1 Refunds will be issued to the original payment method used for purchase.
  • 6.2 Standard refunds will be processed within 7-10 business days after we receive and inspect the returned item.
  • 6.3 For credit card payments, it may take an additional 3-5 business days for the refund to appear on your statement, depending on your financial institution.

7. Damaged or Defective Items

  • 7.1 For Damaged and Incomplete Products, the claims are to be highlighted during the time of delivery or assembly(whichever is applicable). Kindly reject the delivery in case you come across such issues.
  • 7.2 Furnisto will arrange for replacement or repair of damaged or defective items at no additional cost to you.
  • 7.3 In cases where a replacement is not available, a full refund will be issued.

8. Exchanges

  • 8.1 We offer exchanges for items of equal or lesser value within 30 days of purchase.
  • 8.2 If exchanging for an item of greater value, you will be charged the difference.
  • 8.3 The original shipping charges are non-refundable, and you may be responsible for the shipping cost of the exchanged item.