Refund & Cancellation

Last Updated: 15th November 2025

At IDUS (MR Decor Private Limited), every product is crafted or sourced with exceptional care. Most of our furniture is made-to-order or customised specifically for each client. This policy outlines the conditions for cancellations, exchanges, and refunds.

By placing an order on www.idus.in, you agree to the terms below.

1. NO CANCELLATION POLICY

Once an order is placed on our Website or confirmed with our team:

• Orders cannot be cancelled.
• Payments cannot be refunded.

This is because:

• Products are made-to-order or customised
• Production begins immediately after order confirmation
• Materials, labour, and resources are allocated specifically to your order

If you feel you placed the wrong order, please contact us within 2 days of purchase. We will try our best to help with a solution, depending on production status.

2. NO REFUND POLICY

IDUS does not offer refunds under any circumstances, including:

• Change of mind
• Incorrect measurements
• Natural variations in material (marble, leather, fabric, wood, stone)
• Colour differences due to screen or lighting
• Access issues at the customer’s building
• Delays due to logistics or transport conditions
• Home not being ready at the time of delivery

3. EXCHANGE POLICY (LIMITED TIMEFRAME)

We understand that customers may occasionally choose the wrong item. Therefore, we allow:

EXCHANGES WITHIN 2–4 DAYS OF ORDER PLACEMENT ONLY

Conditions:

• Exchange request must be made within 2–4 days
• Only applies if production has NOT started
• Product can be exchanged for another item of equal or higher value
• Any price difference must be paid before processing the new order

After this time window, no exchange is possible, regardless of the reason.

4. CUSTOM & BESPOKE ORDERS

All customised or bespoke products are:

• Made specially as per your requirement
• Non-cancellable
• Non-exchangeable
• Non-refundable

This includes:

• Custom sizes
• Custom upholstery or fabric
• Custom finishes
• Special material requests
• Any made-to-order product

5. DELIVERED PRODUCTS CANNOT BE RETURNED

After delivery and installation:

• No returns are accepted
• No exchanges are accepted

Once the item is approved and signed off at delivery, the sale is considered final.

6. SITE READINESS REQUIREMENT

Please accept delivery only when your home is fully ready:

Your site must have:

• Completed painting work
• Completed deep cleaning
• No carpenters, contractors, or workers present
• Clear access to the final installation location

Damage caused due to site conditions or workers on site is not covered under warranty.

If you request sealed-package delivery because your site is not ready:

• IDUS will deliver the sealed package
• You must sign confirming no damage at the time of delivery
• Any damage found later (after customer unpacks) is not covered

7. BUILDING ACCESS ISSUES

Before delivery, our team will confirm:

• Floor number
• Lift availability
• Staircase width
• Access conditions
• Building entry permissions

If the product cannot fit due to building constraints, including:

• Narrow staircases
• Lack of service elevator
• Tight passages
• Height/width restrictions

You may need:

• A crane
• Pulley lifting
• Extra labour
• Special handling services

These services:

• Are not included in delivery charges
• Must be arranged and paid for entirely by the customer
• May require building permissions, also to be arranged by the customer

Such scenarios do not qualify for cancellation, refund, or return.

8. NATURAL MATERIAL VARIATION POLICY

We use natural materials including:

• Marble
• Stone
• Wood
• Leather
• Fabric

These materials naturally vary in:

• Grain
• Pattern
• Colour
• Veining
• Texture

These variations are not defects and do not qualify for returns, refunds, or exchanges.

9. DAMAGE DURING DELIVERY

Our delivery team:

• Brings the product
• Opens the packaging
• Installs it in the final location
• Checks for any damage in your presence
• Takes your signature confirming everything is perfect

If any damage is noticed:

• It must be reported immediately at the time of delivery

After signing, IDUS is not responsible for any subsequent damage.

Damage reported after our team leaves is considered site damage.

10. POST-DELIVERY DAMAGE

If damage occurs after delivery due to:

• Kids, pets, staff
• Renovation work
• Use of chemicals
• Mishandling
• Improper cleaning
• Natural wear & tear

These are not covered, but IDUS will be happy to offer repairs at cost (lifetime support).

11. CONTACT FOR EXCHANGE OR HELP

If you need assistance with an exchange request (within the allowed timeline) or have questions:

support@idus.in
+91 9871500042
10:30 AM – 6:30 PM (IST)