RETURN, EXCHANGE & REFUND POLICY

Last Updated: February 2026

 

At SYNQ HOME DECOR, a brand operated by SOISU Furniture LLP, we take immense pride in the quality and craftsmanship of our products. Every item undergoes rigorous quality checks before leaving our warehouse to ensure it meets our highest standards. This policy outlines our approach to returns, exchanges, and refunds.

 

1. General Policy - Final Sale

 

1.1 No Cancellation, No Exchange, No Return

We adhere to a strict Final Sale policy:

 

• Once an order is placed and payment is processed through PayU payment gateway, the transaction is final

• Our systems cannot cancel the order or process refunds for completed transactions

• We do not offer returns or exchanges on products delivered in perfect condition as per the order placed

• All sales are final once payment confirmation is received

 

Please ensure you carefully review your order details, including product specifications, quantities, colors, and shipping address, before completing your purchase.

 

2. Important Note: Color & Texture Variance

 

Please read this section carefully before placing your order:

 

2.1 Digital Display Limitations

We strive to display our products as accurately as possible on our website. However, the actual color and texture of products may vary slightly from what you see on your digital screen due to:

 

• Differences in monitor settings and calibration

• Screen brightness and contrast settings

• Studio lighting used in product photography

• Color rendering differences across devices (mobile, tablet, desktop)

 

2.2 Natural Variations in Handcrafted Products

Many of our textiles and home décor items feature:

 

• Natural fibers with inherent variation

• Hand-processed dyes that may show subtle shade differences

• Handcrafted elements with slight variations in weave or pattern

• Artisanal finishes that make each piece unique

 

These subtle variations are a mark of authenticity and craftsmanship, not defects. They add character and uniqueness to your purchase.

 

2.3 No Returns for Natural Variations

Returns or exchanges will NOT be accepted based on:

• Minor color differences from digital images

• Subtle texture variations from photographs

• Natural variations in handcrafted or hand-dyed products

• Personal preference or change of mind

 

By placing an order, you acknowledge and accept these natural variations as inherent characteristics of our products.

 

3. Exceptions: Manufacturing Defects or Wrong Delivery

 

We are committed to resolving issues where a product has a genuine manufacturing defect or if the wrong item was delivered. We stand behind the quality of our products and will address legitimate concerns.

 

3.1 Eligible Issues

Returns or exchanges may be considered ONLY for:

 

• Manufacturing Defects: Significant structural flaws, broken items, or material defects that affect product functionality

• Wrong Product Delivered: You received a completely different product than what was ordered

• Damaged During Transit: Items damaged during shipping (must be noted on delivery receipt)

• Missing Items: Items listed on the invoice but not included in the package

 

3.2 Non-Eligible Issues

Returns or exchanges will NOT be accepted for:

 

• Color or texture variations from digital images

• Natural variations in handcrafted products

• Change of mind or buyer's remorse

• Incorrect size ordered by customer

• Personal preference or style mismatch

• Minor cosmetic imperfections that don't affect functionality

• Damage caused after delivery or due to misuse

 

4. How to Report an Issue

 

If you receive a defective or wrong product, you must follow these steps:

 

4.1 Critical Timeframe

• You must report the issue within 24 hours of delivery

• Claims reported after 24 hours will not be considered

• The 24-hour window starts from the delivery timestamp provided by the courier

 

4.2 Contact Information

• Email: synq@soisu.com

• Subject Line: Order Issue - [Your Order Number]

 

4.3 Required Information

Your email must include ALL of the following:

 

• Order Number (found in your order confirmation email)

• Date of Transaction and Delivery Date

• Clear description of the issue

• Clear photographs showing the defect or wrong item from multiple angles

• Unboxing video (MANDATORY for damage claims)

• Photographs of the delivery receipt/challan showing damage notation

 

4.4 Evidence Requirements

 

For Damage Claims:

• Unboxing video is MANDATORY (video must show package opening from sealed state)

• Damage must be noted on the delivery receipt at time of delivery

• Clear photos of damaged areas and packaging

 

For Wrong Product Claims:

• Photos of the product received

• Photos of product tags and labels

• Photo of the shipping label and invoice

 

Incomplete claims or claims without proper evidence will not be processed.

 

5. Claim Review Process

 

5.1 Initial Review

Once we receive your claim with all required information:

 

• Our quality control team will review your claim within 2-3 business days

• We may request additional photos or information if needed

• You will receive an email acknowledgment of your claim

 

5.2 Claim Decision

After reviewing your claim, we will:

 

• Approve the claim if it meets our policy criteria

• Deny the claim if it does not qualify under our policy

• Request additional information if needed for a decision

 

Our decision will be final and communicated to you via email.

 

6. Resolution Options for Approved Claims

 

If your claim is approved, we will offer ONE of the following resolutions at our sole discretion:

 

6.1 Replacement

• We will send a replacement product at no additional cost

• Subject to product availability in stock

• Replacement shipping is free of charge

 

6.2 Refund

• Full refund of the product price (excluding shipping charges)

• Refund will be processed to the original payment method used (PayU)

• See Refund Processing section below for timelines

 

6.3 Store Credit

• Store credit equal to the order value

• Can be used for future purchases

• Valid for 6 months from date of issue

 

The resolution method will be determined by SOISU Furniture LLP based on product availability, claim nature, and other factors.

 

7. Return Shipping for Approved Claims

 

7.1 Return Authorization

If your claim is approved and return is required:

 

• We will provide a Return Authorization (RA) number

• Return shipping label and instructions will be sent via email

• Do not ship the product back without an RA number

• Unauthorized returns will not be accepted or refunded

 

7.2 Return Conditions

Products must be returned:

 

• In their original packaging with all tags and labels intact

• With all accessories, manuals, and items included in the original package

• Within 7 days of receiving the Return Authorization

 

7.3 Return Shipping Costs

• For manufacturing defects or wrong delivery: We bear return shipping costs

• For customer-caused damage or misuse: Customer bears return shipping costs

• For denied claims where customer insists on return: Customer bears all costs

 

8. Refund Processing Through PayU

 

For approved refund claims, refunds will be processed to your original payment method through PayU payment gateway:

 

8.1 Refund Timeline

• Refund initiated within 3-5 business days after receiving the returned product (if return required)

• For immediate refunds (without return): 3-5 business days from claim approval

 

8.2 Payment Method Specific Timelines

After refund initiation by us:

 

Credit/Debit Cards:

• Refund credited to your card within 5-7 business days

• May take up to 2 billing cycles to reflect on your statement

 

Net Banking/UPI:

• Refund credited to your bank account within 5-7 business days

 

Wallets (PayU wallet, PhonePe, Google Pay, etc.):

• Refund credited within 3-5 business days

 

8.3 Refund Amount

• Product price will be refunded in full for approved claims

• Shipping charges are non-refundable unless the error was on our part

• Payment gateway charges (if any) may be deducted as per PayU policy

 

8.4 Refund Confirmation

• You will receive an email confirmation when the refund is processed

• Refund reference number will be provided

• For any delays beyond stated timelines, please contact PayU customer support or your bank

 

9. Non-Refundable Items

 

The following are non-refundable under any circumstances:

 

• Shipping and handling charges (unless error was on our part)

• Custom-made or personalized items

• Sale or clearance items (unless defective)

• Items purchased during special promotional events (if specified as final sale)

 

10. Exchanges

 

We do not offer direct exchanges. If you received a defective or wrong product and your claim is approved:

 

• You will receive a refund or store credit (as determined by us)

• You can place a new order for the desired product

• The new order will be processed as a separate transaction through PayU

 

11. Fraudulent Claims

 

SOISU Furniture LLP reserves the right to:

 

• Reject claims that appear fraudulent or lack proper evidence

• Ban customers who repeatedly make false claims

• Take legal action against customers attempting to defraud us

• Report fraudulent activity to relevant authorities and payment processors

 

All claims are subject to verification and investigation. We may contact courier partners or payment gateway (PayU) to verify transaction and delivery details.

 

12. Contact Us

 

For any questions or concerns regarding returns, exchanges, or refunds, please contact us:

 

SOISU Furniture LLP

Brand: SYNQ HOME DECOR

Email: synq@soisu.com

 

Please include your order number in all communications for faster assistance.

 

13. Policy Updates

 

We reserve the right to update this policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Your continued use of our website and services constitutes acceptance of the updated policy.