Each sofa is made-to-order based on the specifications selected by our customers. By placing an order with us, you acknowledge that your purchase is customised and produced specifically for you.

Made-to-Order Policy

Due to the made-to-order nature of our products:

  • All sales are considered final once production has begun
  • Orders cannot be cancelled or modified after this stage, as materials, labour, and production resources will have already been allocated

We strongly advise all customers to review product specifications carefully before confirming their order.

Order Cancellations

If you wish to cancel your order, you may contact us shortly after placing it.

  • Cancellation requests are reviewed on a case-by-case basis
  • Where cancellation is approved prior to production, a 20% processing fee will be applied to cover administrative, material preparation, and operational costs
  • Any applicable payment processing fees (see below) will also be deducted

After production has begun, cancellations will not be accepted

Refund Policy

Refunds are only applicable under the following circumstances:

  • Approved cancellation prior to production
  • Verified manufacturing defects or damage upon delivery

All refunds are subject to review and approval.

Non-Refundable Fees

Please note:

  • Payment processing fees are non-refundable
  • This includes charges imposed by third-party providers such as payment gateways

For any approved refund:

  • The refunded amount will be less all non-recoverable transaction fees

These fees are not retained by Dextra Living.

Swatch Kit Policy

All swatch kit purchases are strictly non-refundable and non-returnable.

Swatches are provided as a sampling service to help customers make informed decisions prior to purchase and cannot be returned once shipped.

Returns & Exchanges

As our sofas are customised in size, configuration, material, and finish:

  • We do not accept returns or refunds for:
    • Change of mind
    • Incorrect selections
    • Personal preferences after delivery

Customers are responsible for reviewing all product details prior to confirming their purchase.

Delivery & Inspection

Upon delivery, customers are required to inspect their items promptly.

If a product arrives damaged or with a manufacturing defect:

  • We must be notified within 48 hours of delivery
  • Supporting evidence is required:
    • Clear photos and videos
    • Images of packaging

Claims submitted beyond this timeframe may not be accepted.

Defects & Resolution

Where a claim is verified, Dextra Living will determine an appropriate resolution based on the issue.

This may include:

  • Repair
  • Replacement of affected components
  • Other reasonable remedies

A full refund will only be considered in cases where the product is deemed structurally defective and unusable.

Product Variations

As part of our manufacturing process:

  • Slight variations in colour, texture, or finishing may occur due to:
    • Lighting conditions
    • Screen display differences
    • Natural material characteristics

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

Shipping & Responsibility

All products are securely packaged for international shipping.

  • Once delivery has been completed and accepted, responsibility for the product transfers to the customer
  • Dextra Living is not liable for issues arising from improper handling, use, or storage after delivery

Limitation of Liability

To the fullest extent permitted by applicable law:

  • Our liability is limited to the value of the product purchased
  • We are not responsible for indirect, incidental, or consequential losses, including delays caused by external logistics providers

Refund Processing

Where refunds are approved:

  • Refunds will be issued to the original payment method
  • Processing times may vary depending on the payment provider

Important Notice

We strongly recommend:

  • Ordering a swatch kit before purchase
  • Confirming all measurements, configurations, and material selections carefully

If you have any questions regarding this policy or your order, please contact us at:
order@dextraliving.com