Last Updated: September 14, 2026

At Kenzora Living, based in Shivamogga, Karnataka, we manufacture and provide ready-made, customized, and made-to-order sofas and furniture products according to the requirements of each customer.

Because many of our products are customized according to the customer’s selected design, measurements, material, foam, fabric, colour, configuration, and other specifications, our refund and cancellation terms are different from those applicable to standard retail products.

By confirming an order and making an advance payment, the customer acknowledges and agrees to the terms described below.

 

1. Customer Inspection and Approval Before Order Confirmation

Before an order is finalized, customers are given the opportunity to carefully review and confirm the relevant details of their product.

Depending on the product and order, these details may include:

  • Sofa or furniture design and style

  • Overall dimensions and measurements

  • Seating configuration

  • Fabric, leather, or other upholstery material

  • Colour and finish

  • Foam type and quality

  • Frame and structural specifications

  • Stitching and design details

  • Cushions and other accessories

  • Legs, trims, piping, and other visible elements

  • Any other customization specifically discussed during the order process

For customized products, Kenzora Living may also take measurements of the customer’s space to manufacture the product according to the agreed requirements.

The customer is responsible for reviewing these details carefully before confirming the order.

Once the customer has reviewed the product specifications and confirms that everything is satisfactory, the order will be considered approved and production or procurement may begin.

 

2. Advance Payment and Order Cancellation

Once an order is confirmed and an advance payment has been made, Kenzora Living may immediately begin purchasing or arranging materials required specifically for that order, including foam, fabric, leather, wood, hardware, accessories, and other production materials.

Therefore, advance payments made against a confirmed customized or made-to-order order are generally non-refundable in the event of customer-initiated cancellation.

If the customer later decides to cancel the order, changes their mind, selects another design, changes the required colour or material, or no longer wishes to proceed, the advance amount may be retained by Kenzora Living to cover materials, procurement, production preparation, labour, and other costs already incurred for the order.

This does not prevent Kenzora Living from considering a customer’s individual circumstances. Any exception, adjustment, or settlement will be considered solely based on the specific situation and at the discretion of Kenzora Living, subject to applicable law.

 

3. Changes to Design or Specifications

Customers may request changes to the design, colour, fabric, material, dimensions, style, or other specifications before or during production.

Kenzora Living will review such requests based on the stage of production and availability of materials.

Changes may be possible where production has not progressed too far. However, once materials have been purchased, work has commenced, or the product has reached an advanced stage of manufacturing, certain changes may not be possible or may involve additional costs.

Any additional material, labour, modification, transportation, or other charges resulting from a customer-requested change may be payable by the customer.

 

4. Customized and Made-to-Order Products

Customized products are manufactured according to the specifications agreed upon with the customer.

This may include products manufactured:

  • According to customer-provided design references

  • According to measurements taken at the customer’s location

  • According to a selected fabric, leather, colour, or material

  • According to a selected foam specification

  • According to a particular seating configuration

  • According to specific room or space requirements

  • According to other agreed customization requirements

Because these products are specifically manufactured for an individual customer, customized and made-to-order products cannot normally be returned simply because the customer changes their mind after production or delivery.

Minor variations that can naturally occur during furniture manufacturing, such as differences in texture, grain, stitching appearance, fabric characteristics, or material appearance, may not necessarily constitute a manufacturing defect.

 

5. Inspection Before Delivery

Before delivery, Kenzora Living may conduct an inspection of the finished product to ensure that it corresponds with the confirmed order specifications.

Customers may also be provided an opportunity to review or verify the product before delivery, depending on the order and circumstances.

Customers are encouraged to raise any concern regarding the agreed design, colour, material, dimensions, finish, foam, frame, or other specifications before the product is dispatched.

Once the product has been inspected and accepted, the delivery process will proceed.

 

6. Issues Reported After Delivery

Kenzora Living takes care to manufacture products according to the specifications confirmed with the customer.

If, after delivery, a customer believes that the product does not match the specifications that were actually agreed upon, the customer should contact Kenzora Living promptly with details of the issue.

For example, if there is a genuine manufacturing or order-related error attributable to Kenzora Living, such as an incorrectly supplied colour, material, design element, measurement, or other agreed specification, Kenzora Living may review the matter and, where appropriate, arrange a correction, modification, repair, replacement, or other suitable resolution.

A refund is not automatically provided for such situations. The appropriate resolution will depend on the nature of the issue, the agreed order specifications, the condition of the product, and the circumstances of the case.

Where a correction or modification is required, applicable delivery, transportation, installation, or service charges may apply. Any complimentary service offered by Kenzora Living will be communicated to the customer at the time the issue is reviewed.

 

7. Customer Preference Changes After Delivery

A product cannot normally be returned or refunded merely because the customer later decides that they prefer:

  • A different colour

  • A different fabric or leather

  • A different sofa style

  • A different design

  • Different stitching

  • Different dimensions

  • Different firmness

  • A different configuration

  • Another material

  • A different appearance from what was previously approved

Where technically possible, Kenzora Living may consider modifications or renovation services separately.

Any such modification may involve additional material, labour, transportation, or service charges.

 

8. No Full Refund After Delivery for Customized Products

Once a customized or made-to-order product has been manufactured and delivered according to the confirmed specifications, a full refund or full return will generally not be available simply because the customer subsequently changes their preference or no longer wants the product.

This is because the product has been specifically manufactured or prepared for the customer’s requirements and may not be suitable for resale as a standard product.

Any genuine manufacturing defect or failure to meet the confirmed order specifications will be reviewed separately under the applicable service or warranty terms.

 

9. Defective or Incorrect Products

If a product is found to have a genuine manufacturing defect or an error attributable to Kenzora Living, the customer should contact us as soon as reasonably possible after receiving the product.

Depending on the issue, Kenzora Living may provide an appropriate remedy, which may include:

  • Repair

  • Replacement of a defective component

  • Modification

  • Re-upholstery where applicable

  • Service or correction

  • Another reasonable resolution based on the circumstances

The remedy will depend on the nature and extent of the issue.

A manufacturing issue does not automatically entitle the customer to a full refund where the issue can reasonably be corrected or resolved through repair, replacement, modification, or service.

 

10. Warranty

Warranty coverage, where applicable, will be explained and agreed with the customer during the order confirmation process.

The applicable warranty may vary depending on the product, materials, components, and specific terms agreed at the time of purchase.

Depending on the product and order, warranty coverage may include certain components or materials such as:

  • Foam

  • Fabric

  • Leather or upholstery material

  • Other specific components expressly covered during the order

The exact warranty period, covered components, exclusions, and conditions applicable to a particular product will be communicated to the customer during the deal/order process.

Warranty claims are subject to the applicable warranty terms.

Damage caused by misuse, negligence, accidents, improper handling, unauthorized modifications, unsuitable use, normal wear and tear, or circumstances specifically excluded from the applicable warranty will not be treated as a warranty claim.

 

11. Warranty Does Not Mean Automatic Refund

Where a product or component is covered by warranty, Kenzora Living will first assess the reported issue.

Where appropriate, the warranty remedy may involve repair, replacement, servicing, or another applicable solution.

A warranty claim does not automatically mean that the customer is entitled to cancel the order or receive a full refund.

 

12. Delivery and Transportation

Delivery is arranged after the product has been completed and is ready for dispatch.

Delivery, transportation, installation, lifting, or related charges may vary depending on the product, destination, accessibility, and circumstances of the delivery.

If a product needs to be transported back to Kenzora Living for repair, modification, replacement, or other service, applicable transportation or delivery charges may apply unless Kenzora Living specifically agrees to bear those charges.

 

13. Product Acceptance

Customers are expected to inspect the product upon delivery and notify Kenzora Living of any visible damage, incorrect specification, or other concern as soon as possible.

Photographs or videos may be requested to help assess a reported issue.

For customized furniture, the customer’s original confirmed specifications and order details will be used when determining whether a product matches the agreed requirements.

 

14. No Return for Normal Material Characteristics

Furniture materials can naturally have variations in texture, grain, shade, stitching, surface appearance, and other characteristics.

Natural wood, leather, fabric, and similar materials may not look completely identical from one piece to another.

Such natural characteristics or reasonable variations do not automatically qualify as defects or grounds for a return or refund.

 

15. Product Modification or Renovation

Kenzora Living may provide modification, repair, re-upholstery, fabric replacement, renovation, or other services for certain products.

Such services are separate from the original sale unless otherwise agreed.

The availability and cost of these services will depend on the product condition, material, design, construction, and required work.

 

16. Refund Processing

Where a refund is specifically approved by Kenzora Living, the refund amount and method will be communicated to the customer.

Any applicable deductions arising from materials purchased, work completed, transportation, services provided, or other legitimate costs associated with the order may be considered when determining the final refundable amount, subject to applicable law and the terms agreed for the order.

Refunds, where approved, will generally be processed through the applicable original payment method or another mutually agreed method.

 

17. Policy Exceptions

Kenzora Living may review individual cases where circumstances differ from the standard situations described in this policy.

Any exception, goodwill adjustment, repair, replacement, modification, or refund will be considered based on the specific circumstances and does not create an obligation to provide the same exception in another case.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable Indian law.

 

18. Contact Us

For questions regarding refunds, returns, order changes, warranty claims, delivery issues, or other concerns related to your Kenzora Living purchase, contact us at:

Kenzora Living
Shivamogga, Karnataka, India

Email: info@kenzoraliving.in

For additional contact information, please visit our contact page:

Contact Kenzora Living

 

19. Important Customer Notice

Kenzora Living follows a customer-confirmation-based manufacturing process. Before production and delivery, we aim to ensure that the customer understands and approves the important details of the product, including design, dimensions, materials, colour, foam, finish, and other applicable specifications.

Customers should carefully review these details before confirming their order and making an advance payment.

Once an order is confirmed, materials may be purchased and production may begin specifically for that customer. For this reason, customer-initiated cancellation after confirmation may result in the advance payment being retained and customized products generally cannot be returned after delivery merely due to a change of preference.

Where Kenzora Living is responsible for a genuine manufacturing or specification-related error, the matter will be reviewed and an appropriate resolution will be provided in accordance with the circumstances and applicable warranty or service terms.