Refund policy

Return and Refund Policy at Nīsu Home

At Nīsu Home, every product is individually handcrafted and made to order. Because each piece is created exclusively for you — tailored to your chosen colour, size, and material specifications — we are unable to accept returns or process refunds unless an item arrives damaged or defective. This is the nature of bespoke, made-to-order craftsmanship, and it is what allows us to deliver a truly unique, personalised product that cannot be resold. All returns are subject to approval by our customer service team.

Made-to-Order & Custom Items

Once your order is placed and payment is confirmed, production of your custom-made or bespoke item may commence immediately. From this point, the order is final. All made-to-order products are non-refundable and non-cancellable once production has begun. Where we contact you prior to production to confirm specifications or share product previews, your continued silence or confirmation will be taken as acceptance to proceed. This applies to all chairs, bar stools, sofas, beds, larger furniture pieces, selected lighting, tableware, vases, and any item tailored to your chosen colour, size, or material.

Each piece is handcrafted according to your selected specifications. Minor variations in stitching, texture, structure, and finish are a natural and expected result of the artisan manufacturing process. These variations are not considered defects and do not constitute grounds for a return or refund. Product images on our website are for illustrative purposes only; final items may vary slightly due to material selection, fabrication methods, and structural requirements.

Damaged or Defective Items

We stand fully behind the quality of our products. If your item arrives damaged or defective, please inspect it upon delivery and contact us within 48 hours at hello@nisuhome.com. To allow us to conduct a thorough investigation with our logistics and production teams, we require:

• Clear photographs and/or video footage of the damaged or defective item
• Photographs of the original packaging
• A detailed written description of the issue

If our investigation confirms the damage or defect, we will arrange either a replacement or a full refund. Damage reported beyond the 48-hour window may not be eligible for our support. We are unable to process any return or refund claim without the above evidence.

Beds

Beds are not eligible for return unless they arrive damaged, defective, or broken. This is to ensure the quality and hygiene of our products for all customers.

Assembly

Assembly is required for some products. Please follow the provided instructions carefully. We cannot accept responsibility for damage resulting from incorrect assembly.

Order Cancellation Policy

You have a 48-hour window from the time of placing your order to request a cancellation, provided production has not yet commenced. As made-to-order items may enter production immediately upon payment confirmation, we strongly recommend contacting us at hello@nisuhome.com as early as possible if you wish to cancel. Once production has begun or the item has been dispatched, cancellation is no longer possible even within the 48-hour window.

All made-to-order items are final once shipped and cannot be cancelled or returned unless confirmed as faulty.

Discounts cannot be applied retrospectively, nor can orders be cancelled solely to take advantage of a newly available discount or promotion.

Return Shipping & Collection

Should a return be approved, you will be responsible for the cost of return shipping, and goods remain your responsibility until they arrive safely at our warehouse. Please use the original packaging and obtain proof of postage and insurance to protect against loss or damage in transit. Where applicable, we may deduct the original delivery cost or return shipping costs from your refund.

All approved returns must be sent to our specified returns address. Returns sent to any other address may be voided, and responsibility will remain with you.