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 WINDOWDamaged or Defective
Item arrived damaged or has a manufacturing defect. We cover this fully — return shipping included.
WE COVER SHIPPINGNon-Returnable Items
Custom orders, sale items, and opened items may not qualify. Read before you buy.
IMPORTANT EXCEPTIONSStandard 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 are 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 are not eligible 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.
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.
2
Wait for return authorization
We review your request within 1 business day and respond with an approval or a request for more information.
3
Ship the item back using a trackable service
For preference-based returns, return shipping is at your cost. We recommend a trackable carrier and shipping insurance for high-value items.
4
Refund issued within 5 business days of receipt
Once we receive and inspect the item, we notify you by email. If approved, the refund is applied to your original payment method.
Order Cancellations
We understand that plans change. Our cancellation policy depends 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." We process cancellation emails within 1 business day.
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. 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
Check all pieces before discarding boxes or packing materials. Smaller parts like legs or hardware are often inside the main product packaging.
2
Document everything with photos and video
Photograph the damaged item, the packaging, and any visible damage to the outer box. This speeds up 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.
Report damage within 48 hours of delivery.
Claims made significantly after delivery may be harder to process with the carrier. If you are unsure, contact us and we will help.
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.
Feeling the actual fabric in your home, in your lighting, is the best way to avoid color or texture surprises. Order yours here.
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 when processing your original payment. This fee may not be returned to you because it is charged by your bank, not by us.
If you haven't received your refund after 10 business days from approval, please follow these steps:
Check your bank account or credit card statement again
Contact your credit card company because processing times vary
Contact your bank because there is often a processing delay
If still unresolved, email us at support@intuitiondecor.com with your refund confirmation
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.
Custom Orders
Custom orders are final sale once in production.
Because every custom order is made specifically for you, 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.
If your custom order arrives with a manufacturing defect or shipping damage, it is still fully covered under our damage policy above.
Order free swatches before customizing.
Free fabric swatches are the best way to ensure you are happy with your fabric choice before committing to a custom order. Order free swatches.
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 support@intuitiondecor.com with your order number, photos of the defect, and a description of when and how the issue occurred.
Frequently Asked Questions
START A RETURN OR ASK A QUESTION
We're here to help. Send us a message.
Email us directly with your order number, request type, photos if relevant, and a short description.
Email support@intuitiondecor.com
We respond within 1 business day. For urgent matters, call +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.