Cancellation &
Refund Policy

This Policy applies to all Orders placed with Lucaso Decor India Private Limited for products and services including modular kitchens, designer furniture, luxury pods, doors & windows, railings, and wall decor — whether placed directly with Lucaso or through an authorised Lucaso dealer or partner.

Lucaso products are entirely custom-manufactured to each Client's specific requirements. Unlike off-the-shelf retail goods, a Lucaso Order triggers the immediate allocation of design resources, raw materials, and production capacity. This fundamental characteristic shapes the cancellation and refund terms set out in this Policy.

This Policy does not apply to:

• Design consultation fees charged for free consultations that were honoured — these are non-refundable once the consultation has taken place;
• Charges for 3D renders or design drawings prepared at Client request prior to Order confirmation;
• Claims arising from product defects covered under the Lucaso Warranty Policy;
• Disputes about installation workmanship, which are governed by the Warranty Policy and Terms & Conditions.

We want to be transparent about why our cancellation policy differs from standard retail. Understanding this helps set the right expectations from the start.

When a Lucaso Order is confirmed and advance payment received, the following activities begin immediately:

• A dedicated design and project manager is assigned to your Order;
• Materials — including specific finishes, profiles, and hardware — are ordered from our suppliers;
• Production slots are allocated in our manufacturing schedule;
• 3D design and technical drawings are prepared or finalised;
• Site measurement visits are scheduled.

Lucaso products are fabricated to your exact dimensions and finish selections. Cancelled custom-cut panels, specific finishes, and bespoke hardware cannot be resold to another customer. This is why — in common with all bespoke furniture and interior product manufacturers globally — refunds are limited once fabrication has commenced.

The refund applicable to a Client-initiated cancellation depends entirely on the stage at which the cancellation request is received. This stage is determined by Lucaso based on actual production records at the time the written cancellation is received.

All cancellation requests must be submitted in writing to Info@lucaso.in with the subject line "Order Cancellation Request — [Your Order Number]". The request must include:

• Client full name and contact number;
• Lucaso Order number or Invoice number;
• Reason for cancellation (to help us improve — not mandatory);
• Bank account details for refund processing (if applicable).

The stage of cancellation is determined by Lucaso's production records at the date and time the written email is received — not the date of any verbal or WhatsApp communication.

Lucaso reserves the right to cancel an Order in limited circumstances. We treat this as a last resort and will always attempt to resolve issues before cancelling. The following circumstances may lead to a Lucaso-initiated cancellation:

• Failure by the Client to make advance payment within 7 days of Order confirmation despite a written reminder;
• Repeated failure to provide site access for measurement, delivery, or installation after three scheduled attempts;
• Repeated failure to provide design approval within a reasonable timeframe, making the Order unviable;
• Discovery of site conditions that are structurally unsafe or physically incompatible with the agreed installation;
• Force majeure events that permanently prevent Lucaso from fulfilling the Order;
• Discovery of fraudulent information provided by the Client in connection with the Order.

Lucaso will provide written notice of cancellation via email to the Client's registered email address. Wherever possible, Lucaso will provide at least 7 days' notice before cancelling, giving the Client an opportunity to remedy the underlying issue (e.g. make overdue payment, provide site access).

Once a cancellation is confirmed by Lucaso, refunds are processed following a four-step process:

Where a refund is applicable, Lucaso will issue a credit note for the GST component of the refund in compliance with GST regulations. The GST refund forms part of the total refund amount and will be itemised on the credit note. Clients are advised to retain the credit note for their tax records.

Where deductions from the advance are applicable under this Policy, Lucaso will provide the Client with an itemised statement showing:

• Total advance received;
• Deductions applied and the reason for each;
• Net refund amount payable;
• GST credit note details.

Lucaso will not apply deductions that are not permitted under this Policy. If a Client disputes a deduction, they may raise a formal complaint via Info@lucaso.in within 14 days of receiving the deduction statement.

A design change is not the same as a cancellation. Lucaso distinguishes between the two as follows:

Changes to the design, dimensions, materials, or finishes requested before production commences will generally be accommodated subject to:

• A revised quotation being issued for any cost difference (positive or negative);
• A revised timeline being agreed if the change affects the production schedule;
• Written approval of the changes from the Client before revised production begins.

Changes requested after production has commenced will be assessed on a case-by-case basis. Changes may:

• Result in additional charges for materials already processed;
• Require the production of new components at additional cost;
• Affect the delivery timeline;
• In some cases, not be technically feasible without scrapping work already done.

Lucaso will provide a transparent assessment and cost impact statement before proceeding with any mid-production change. No additional cost will be incurred without written Client approval.

Where a Client wishes to reduce the scope of an Order (e.g. remove certain items) after confirmation:

• If production on those items has not commenced, a credit for the removed items will be applied to the Order balance;
• If production on those items has commenced, no credit will be given for those specific items;
• The remaining Order proceeds as confirmed.

This Policy covers cancellations before or during fulfilment. Once installation is complete and the Completion Certificate is signed, the product is covered under the Lucaso Warranty Policy — not this Cancellation & Refund Policy.

At the completion of every installation, a Lucaso representative conducts a walk-through with the Client to identify and document any snags (minor defects or installation issues). The following process applies:

• Snags identified during the walk-through are documented on a Snag List and signed by both parties;
• The Client is not required to make the final 10% payment until the Snag List is cleared;
• Lucaso will clear all documented snags within 14 working days of the walk-through;
• Once snags are cleared, the final payment becomes due and the Completion Certificate is signed.

The Client should only refuse to sign the Completion Certificate if there are genuine, documented defects that have not been resolved. Refusing to sign without reasonable cause does not entitle the Client to a refund and will not prevent Lucaso from pursuing the outstanding final payment through appropriate legal channels.

Any defects discovered after the Completion Certificate is signed are covered under the Lucaso Warranty Policy. Please refer to the Warranty Policy for the claims process, timelines, and coverage details.

Lucaso recognises that sometimes extraordinary circumstances arise that are beyond a Client's control. We handle such situations with compassion and common sense, guided by the following principles:

In the event of the death of the primary Client or their spouse, Lucaso will place the Order on hold at no cost for up to 90 days. During this period, the Order can be transferred to a family member, revised, or cancelled. For cancellations under bereavement circumstances, Lucaso will apply the Stage 1 or Stage 2 refund terms regardless of actual production stage, at management discretion.

In the event of a serious medical emergency affecting the Client or an immediate family member requiring extended hospitalisation, Lucaso will place the Order on hold for up to 60 days upon receipt of supporting documentation. Cancellations under medical emergency circumstances are assessed by Lucaso management on a case-by-case basis with genuine compassion.

If the installation site suffers significant damage (e.g. fire, flood, structural collapse) that makes the planned installation impossible, Lucaso will:

• Place the Order on hold at no cost;
• Work with the Client on a revised installation plan once the site is restored;
• If cancellation is unavoidable, apply a fair and compassionate refund assessment based on actual costs incurred rather than the standard cancellation schedule.

Where a force majeure event (natural disaster, epidemic, government order, or other event beyond reasonable control) prevents Lucaso from fulfilling the Order, the Order will be placed on hold and the Client will be given the option to continue when circumstances allow, or to cancel for a full refund of all amounts paid.

No. Cancellation notices must be submitted in writing via email to Info@lucaso.in. This is to protect both you and us — it ensures there is a clear, dated, written record of when the cancellation was received, which determines the applicable refund stage. Verbal or WhatsApp-only communications do not constitute a valid cancellation notice.

You can contact your dedicated Lucaso project manager at any time to get an update on your Order's production stage. We are transparent about where your Order is in the production process and will confirm the applicable refund stage in writing within 2 working days of your query.

If you cancel before design approval and within 7 days of paying the advance, you are in Stage 1 and eligible for an 80% refund. If you cancel after design approval but before production, you are in Stage 2 and eligible for a 50% refund. In both cases, contact us in writing as soon as possible — the earlier you act, the more you can recover.

Yes. The refund amounts stated in this Policy are inclusive of GST. Where a refund is applicable, Lucaso will issue a GST credit note for the tax component, in compliance with the Goods & Services Tax Act, 2017. The credit note will accompany your refund notification.

If the installed product does not match the approved 3D design or has manufacturing defects, this is a warranty matter — not a cancellation. Please do not sign the Completion Certificate if you have genuine concerns and raise the issue with your project manager immediately. Once documented and unresolved defects exist, the warranty process will apply. Refer to the Lucaso Warranty Policy for details.

Transferring an Order to a different property may be possible before production commences, subject to a new site measurement visit and possible revision of the quotation (since dimensions will differ). Once production has commenced for your original specifications, the materials are committed and transfer is not possible. Contact your project manager to explore options.

If Lucaso causes a significant delay (beyond the agreed timeline and not caused by Client-related factors), you are entitled to request a revised timeline and, if the delay is more than 30 working days beyond the committed date, to cancel the Order for a full refund of all amounts paid. Please refer to the Terms & Conditions and Warranty Policy for full details of your rights regarding timeline delays.

For all cancellation requests, refund queries, and related matters, please contact Lucaso Decor India Private Limited through the following channels:

If you are not satisfied with the handling of your cancellation or refund request, you may escalate to the management team by emailing Info@lucaso.in with the subject line "Escalation — Cancellation Dispute". Management reviews all escalations within 7 working days. If the matter is not resolved to your satisfaction, you retain the right to approach the Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

This Policy was last reviewed and approved by the management of Lucaso Decor India Private Limited. It is effective from 1st January 2025 and supersedes all previous cancellation and refund policies. Lucaso reserves the right to amend this Policy at any time — the current version is always available at lucaso.in.