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Home » Refund and Returns Policy

Overview

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please note, slight color variation (to be solely determined by Intuition Decor) and level of firmness are considered a matter of preference and not a defect.

Custom orders or second hand item are not subject to a refund.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where a deduction could occur:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Cancellation

Customers can request to cancel their order before receiving a tracking number. A cancellation can only be requested via Email( support@intuitiondecor.com).If the cancellation request is made within this timeframe, and a full refund minus any bank charges or currency exchange loss will be provided. Please note we don't bear the cost of currency exchange loss or bank charges(may be 2% to 5% depending on banks if any). No cancellations are allowed after the order in transit.

Return Process

To return your product, you should first contact us at support@intuitiondecor.com to tell us the full story and attach the requested documents such as proof of purchase, the photo of the product you received and any other supporting documents. Once we check the details you provided and we will give you the result within 1 working day. And if you are granted a return, please send you package to the nearest warehouse we provided to you based on your location.

Shipping costs will be the responsibility of the customer in cases of buyer's remorse returns, such as an item didn't fit, didn't like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Note: the transaction fee of payment may not be refunded if the bank charged(2%-5.5% depending on different banks).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@intuitiondecor.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@intuitiondecor.com and  we will sort it out.

Need help?

Contact us at support@intuitiondecor.com for questions related to refunds and returns.

RETURNS & REFUNDS POLICY

We stand behind
everything we
sell.

Not happy? We'll make it right. Here's everything you need to know about returns, refunds, cancellations, and damaged items.

30-day return window
Refunds within 5 days
Damage always covered
Human support team
1
Email us to start your return
Send your order number + photos to support@intuitiondecor.com. We respond within 1 business day.
2
We review & approve
Once we confirm your return is eligible, we’ll send you the instructions.
3
Ship the item back
Please use a trackable shipping service. For preference-based returns, shipping is at your expense (via warehouse drop-off or self-shipping). We cover defects by providing a prepaid label.
4
Refund issued within 5 days
Once we receive and inspect your item, your refund is processed to the original payment method.
Standard Returns
Changed your mind, doesn't fit, not quite what you expected — here's how to return it.
30-DAY WINDOW
Damaged or Defective
Item arrived damaged or has a manufacturing defect. We cover this fully — return shipping included.
WE COVER SHIPPING
Non-Returnable Items
Custom orders, sale items, and opened items may not qualify. Read before you buy.
IMPORTANT EXCEPTIONS
SECTION 01

Standard Returns

We offer a 30-day return window from the date of delivery for standard (non-custom) orders. If 30 days have passed since you received your item, we're unable to offer a return or refund.

You have 30 days from delivery date — not purchase date.
If your order took 7 days to arrive, your return window starts the day the item is delivered, not the day you ordered it.

To be eligible for a return, your item must:

Be unused and in the same condition as received
Be in its original packaging (boxes, foam inserts, wrapping)
Have proof of purchase (order confirmation email is fine)
Items that have been used are not eligible
Items with missing parts (unless the missing parts are our error)
Color and firmness are not defects.
Slight color variation between screens and real life, and personal preference for seat firmness, are not considered defects and do not qualify for a free return. We strongly recommend ordering free fabric samples before purchasing to avoid this situation.

How to start a return:

1
Email us at support@intuitiondecor.com
Include your order number, the reason for your return, and photos of the item in its current condition. The more details you provide, the faster we can process it.
2
Wait for return authorization (within 1 business day)
We'll review your request and respond with either an approval or a request for more information. If approved, we'll send you the address of our nearest warehouse.
3
Ship the item back using a trackable service
For preference-based returns, return shipping is at your cost. We recommend using a trackable carrier and purchasing shipping insurance for high-value items. We are not responsible for items lost in transit back to us.
4
Refund issued within 5 business days of receipt
Once we receive and inspect the item, we'll notify you by email of the approval or rejection. If approved, the refund is applied to your original payment method within 5 business days.
SECTION 02

Order Cancellations

We understand that plans change. Here's our cancellation policy, which differs depending on when you request it:

When you cancel Refund outcome Shipping cost
Before a tracking number is issued Full refund No charge
After tracking issued, item in transit Refund minus outbound + return shipping You cover both ways
After item delivered Subject to 30-day return policy You cover return shipping
Custom order (in production) No refund possible N/A
Cancellations must be requested via email only.
Email support@intuitiondecor.com with your order number and the subject line "CANCELLATION REQUEST." Phone calls or live chat messages do not constitute a cancellation request. We process cancellation emails within 1 business day.
SECTION 03

Damaged or Defective Items

We cover all damage caused by us or our carriers — fully.
If your item arrives damaged, has a manufacturing defect, or is the wrong item, we will replace it or issue a full refund at no cost to you. Return shipping is covered by us in these cases.

What counts as a covered defect or damage:

Item damaged during shipping (dents, cracks, broken components)
Manufacturing defect (broken frame, faulty stitching, structural failure)
Wrong item sent (different model, color, or size than ordered)
Missing components due to our error (not due to misplaced packaging)
Damage caused by the customer after delivery
Normal wear and tear

What to do when your item arrives damaged:

1
Inspect all packaging before opening or assembling
Before you discard any boxes or packing materials, check all pieces. Smaller parts like legs or hardware are often inside the main product packaging. Always check inside the foam inserts.
2
Document everything with photos and video
Photograph the damaged item, the packaging it arrived in, and any visible damage to the outer box. This significantly speeds up your claim resolution.
3
Email us within 48 hours of delivery
Email support@intuitiondecor.com with your order number, photos, and a description of the damage. We respond within one business day with a resolution—normally, a replacement will be sent.
Report damage within 48 hours of delivery.
We ask that you report visible damage as soon as possible after delivery. Claims made significantly after delivery may be harder to process with the carrier. If you're unsure, contact us — we're here to help.
SECTION 04

Non-Returnable Items

The following items are not eligible for returns or refunds. Please review this list carefully before purchasing:

Custom orders — any sofa built to your specific fabric, size, or configuration choices
Sale and clearance items — items purchased at a promotional or discounted price
Used items — items that have been used
Items outside the 30-day window — regardless of the reason
Color preference — slight color variation from screen to real life does not constitute a defect
Firmness preference — personal preference for softer or firmer seating is not a defect
Order free fabric samples before you buy.
We offer free fabric swatches that ship to your door in 2–3 days. Feeling the actual fabric in your home, in your lighting, is the best way to avoid color or texture surprises. Order yours here
SECTION 05

Refund Process & Timeline

Stage Timeline What happens
Return request submitted Day 0 Email us with photos and order number
Return authorization Within 1 business day We approve or request more info
Item received at warehouse Depends on your location We inspect condition upon arrival
Refund issued Within 5 business days of receipt Credit applied to original payment method
Visible on your statement 3–10 additional business days Depends on your bank or card issuer
Payment processing fees may not be refunded.
Some banks charge a transaction fee (typically 2–5.5%) when processing your original payment. This fee may not be returned to you as it is charged by your bank, not by us. We refund the full purchase amount minus any applicable return shipping costs.

If you haven't received your refund after 10 business days from approval, please follow these steps:

1Check your bank account or credit card statement again
2Contact your credit card company — processing times vary
3Contact your bank — there is often a processing delay
4If still unresolved, email us at support@intuitiondecor.com with your refund confirmation
SECTION 06

Return Shipping Costs

Return reason Who pays return shipping
Item arrived damaged or defective We cover shipping
Wrong item sent We cover shipping
Changed your mind Customer's responsibility
Didn't like the color (after seeing samples) Customer's responsibility
Didn't fit your space Customer's responsibility
Ordered by mistake Customer's responsibility

We recommend: Using a trackable shipping service for all returns, and purchasing shipping insurance for items valued over $500. We are not liable for items lost in transit back to our warehouse.

SECTION 07

Custom Orders

Custom orders are final sale and cannot be returned or cancelled once in production.
Because every custom order is made specifically for you — built to your chosen fabric, size, and configuration — we cannot accept returns or offer refunds once manufacturing has begun.

Custom orders can be cancelled before production begins, during our 1 business day review period after you place your order. Once our team confirms your order and begins production, cancellation is no longer possible.

If your custom order arrives with a manufacturing defect or shipping damage, it is still fully covered under our damage policy above. Custom orders are final sale only for preference-based returns — not for our errors.

Order free swatches before customizing.
We offer free fabric swatches that ship within 2–3 days. This is the single best way to ensure you're happy with your fabric choice before committing to a custom order. Order free swatches
SECTION 08

Warranty Coverage

All Intuition Decor sofas come with the following manufacturer's warranty against defects:

Component Coverage period What's covered
Structural frames 5 years Frame failure, joint separation, warping
Seating & mechanisms 3 years Spring failure, seat collapse (up to 120 kg load)
Stitching & covers 1 year Seam failure, cover defects
Normal wear & tear Not covered Fading, pilling, compression over time
Customer-caused damage Not covered Tears, stains, pet damage, misuse

To make a warranty claim, email us at support@intuitiondecor.com with your order number, photos of the defect, and a description of when and how the issue occurred.

SECTION 09

Frequently Asked Questions

My sofa arrived in multiple boxes on different days. Is something missing?
It's very common for multi-piece sofas to arrive in separate boxes on different days, depending on how the carrier routes them. Before contacting us, please wait 1–2 additional business days and check all boxes thoroughly, including inside the foam inserts — smaller parts like legs or connectors are often packed inside the main product. If a piece is still missing after this, contact us immediately with your order number.
The sofa is a slightly different color than what I saw on screen. Can I return it?
Screen color can vary significantly from real life, which is why we strongly recommend ordering free fabric swatches before purchasing. Slight color variation is not considered a defect and does not qualify for a free return. For preference-based returns (within 30 days), return shipping is at your cost. If the color is dramatically, materially different from the product listing — not just a screen calibration issue — please contact us with photos.
Can I exchange my sofa for a different fabric or size?
We don't offer direct exchanges. If you'd like a different fabric or size, you would initiate a standard return (if eligible), receive a refund, and place a new order. Contact us to discuss your situation — in some cases we may be able to work out a solution directly.
How long does it take to get my refund?
Once we receive and inspect your returned item, we issue the refund within 5 business days. After that, it can take an additional 3–10 business days to appear on your statement depending on your bank. If you haven't seen it after 10 business days, check your bank account, then contact your card issuer, then contact us if still unresolved.
I placed a custom order — can I cancel it?
Custom orders can be cancelled within our 1 business day review window before production begins. Once manufacturing has started, cancellation is not possible. If you need to cancel, email us immediately at support@intuitiondecor.com with "CANCELLATION REQUEST - CUSTOM ORDER" in the subject line.
Who pays for return shipping if I change my mind?
For preference-based returns (changed your mind, doesn't fit, didn't like the color), return shipping is the customer's responsibility. We cover return shipping only when the item arrived damaged, defective, or is the wrong item. We recommend using a trackable carrier and insuring high-value shipments.
My order was on sale — can I still return it?
Sale and clearance items are final sale and are not eligible for returns or refunds. This is noted on each sale product page. If a sale item arrives damaged or defective, that is a different situation — please contact us immediately.
Do you have pickup locations where I can return my sofa in person?
Yes — we have pickup and return locations in Los Angeles and New York. If you prefer to drop your return off in person, contact us at support@intuitiondecor.com to arrange this. This can save you return shipping costs for large items.

START A RETURN OR ASK A QUESTION

We're here to help. Send us a message.

We respond to all messages within 1 business day (Mon–Fri). For urgent matters, call us at +1 (915) 900-5031.

30-Day Returns
From the day you receive your item, not from purchase date.
Refunds in 5 Days
Once we receive your return, we process it within 5 business days.
Damage Always Covered
If it arrived broken or wrong, return shipping is on us.
Human Support
Mon to Fri: 9am - 5pm ET.

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