Cancellation, Return & Refund Policy

1. Everything is made to order

We hold no stock and no warehouse. Nothing you see on this site exists until someone orders it. When your order is confirmed we allocate material, schedule a maker and begin work on a piece built to your specification — timber, finish, upholstery and proportion as chosen.

A piece made for you cannot be put back on a shelf or sold to anyone else. For that reason our orders are, with the narrow exceptions set out below, non-cancellable and non-refundable. Please confirm your dimensions, finish and delivery access before you place the order, and ask us anything you are unsure of first — we would far rather answer questions than build the wrong piece.

2. Cancellation

An order may be cancelled only before we begin making it. If you need to cancel, contact us immediately at studio@toriicollective.com or on +91 84080 10575 with your order number. If work has not yet started we will confirm the cancellation in writing and refund you in full.

Once making has begun, an order cannot be cancelled and no refund is payable — this applies to every piece on this site, and to corporate and volume orders once components have been locked or a branded run has started. Because production begins promptly after confirmation, the cancellation window is short. We will always tell you honestly whether work has started when you ask.

3. Returns and change of mind

We do not accept returns or exchanges, and we do not issue refunds, because a piece has been made to your specification. In particular, we cannot accept a return where you change your mind, revise an interior scheme or brand guideline, order the wrong quantity, find the piece does not suit a room, or cannot get it through a doorway or stairwell that was not measured beforehand.

Standard retail cooling-off windows do not apply to made-to-order goods. This does not affect what happens if a piece reaches you damaged or defective, which is set out next.

4. If a piece arrives damaged or defective

We inspect every piece before it is crated, and we stand by the standard of making that leaves our atelier. If your piece nonetheless arrives physically damaged, structurally defective, or materially different from the specification or artwork you approved, we will put it right at our cost.

• Damage in transit — inspect the piece on arrival. Photograph the outer packaging and the damage, and contact us within 48 hours of delivery.
• Manufacturing defect or wrong item — write to us within 7 business days of delivery, describing the issue.
• Evidence — please attach clear photographs or video of the affected piece or batch. This is what lets us raise a carrier claim and correct the fault at source.
• Remedy — once verified by our quality control team we will repair the piece, or remake and replace it, at our cost and with no return freight charge to you. The remedy for a damaged or defective piece is repair or replacement; it is not a refund.

Please do not ship anything back before we have confirmed it in writing and given you a return address — an unauthorised return cannot be tracked or credited.

Replacement timelines

Once a repair or replacement is approved, the piece is dispatched within 1 to 2 weeks and delivered within a further 1 to 2 weeks. Where a piece must be remade from raw material we confirm a specific date with you in writing when the claim is approved.

5. Orders we are unable to fulfil

Very occasionally we may have to cancel an order ourselves — a specified timber or hide becomes unavailable, we cannot verify your payment or delivery address, we cannot deliver to your location, or a piece was listed at a manifestly incorrect price. Where we cancel, you are refunded in full. No deduction of any kind is made.

6. Refunds: method and timeline

Refunds arise only in the two situations above — a cancellation confirmed before making begins, and an order we are unable to fulfil — and in the payment failures covered in section 7. Where a refund is due:

• We confirm the refund in writing within 3 business days of approving it.
• The amount is credited to the original payment method within 7 to 10 business days of that confirmation.
• Refunds are always made to the same instrument used to pay — the original card, UPI handle or bank account. We cannot redirect a refund to a different account.
• Refunds are made in Indian Rupees for the amount charged, including any delivery charge paid, as the piece will not be dispatched.
• Your refund reference number is emailed to you the moment the refund is initiated. The further time your bank or card issuer takes to show the credit on your statement is outside our control.

7. Failed and duplicate payments

If an amount is debited but your order does not confirm, or you are charged twice for the same order, no contract has been formed and the money is yours. It is normally reversed automatically by the payment gateway within 5 to 7 business days. If it has not reached you by then, send us the transaction reference at studio@toriicollective.com and we will trace it with our payment partner and confirm the outcome to you in writing.

8. How to reach us

Email studio@toriicollective.com or call +91 84080 10575 (Monday to Friday, 9:00 – 17:00 IST), quoting your order number. Every claim is acknowledged within 48 hours. See also our Shipping & Delivery Policy and Terms & Conditions.