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Cancellations & Refunds

Lucaso Decor India Private LimitedCancellation & Refund Policy

We understand that plans change. This policy sets out clearly and fairly what happens when an Order is cancelled — by you or by us — and how any applicable refunds are processed. We believe in transparency at every step.

  • CompanyLucaso Decor India Private Limited
  • Effective Date1st January 2025
  • Last Updated1st March 2025
  • Refund ProcessingWithin 30 Working Days
  • Cancellation ContactInfo@lucaso.in

Contents

10 Sections. Jump to Any One.

  1. 01Overview & Scope
  2. 02Why Bespoke Manufacturing Matters
  3. 03Cancellation by Client
  4. 04Cancellation by Lucaso
  5. 05Refund Process
  6. 06Design Changes vs. Cancellations
  7. 07Post-Installation Issues
  8. 08Special Circumstances
  9. 09Frequently Asked Questions
  10. 10Contact Us

Cancellation requests: Info@lucaso.in · +91 88745 37453

At a Glance

What You Need to Know Upfront

  • All Orders Are Bespoke

    Every Lucaso product is custom-made to your specifications. Once production begins, materials and labour are committed — cancellations after this point cannot be refunded.

  • Written Notice Required

    All cancellation requests must be submitted in writing to Info@lucaso.in. Verbal or WhatsApp-only cancellations are not accepted for processing.

  • Refunds Are Stage-Based

    The refund amount depends on the stage at which cancellation occurs. We are transparent about this from day one — see the full schedule in Section 3.

  • 30-Day Refund Timeline

    All approved refunds are processed within 30 working days of cancellation approval. There are no hidden deductions — the refund amount stated is what you receive.

Key Numbers

Refunds, in Numbers.

  • 80%Refund if cancelled within 7 days
  • 50%Refund after design approval
  • 0%Refund once production begins
  • 30 DaysRefund processing timeline
  • 100%Refund if Lucaso cancels
  • 7 DaysWritten notice required
  • NoHidden deduction charges

This Cancellation & Refund Policy ("Policy") governs the cancellation of Orders and the processing of refunds by Lucaso Decor India Private Limited ("Lucaso"). It forms part of the Agreement between Lucaso and the Client alongside our Terms & Conditions. By placing an Order with Lucaso, you acknowledge that you have read and accepted this Policy in full. All amounts referenced in this Policy are in Indian Rupees (INR) inclusive of GST unless stated otherwise.

01

Overview & Scope

What this policy covers and how it applies

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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.

1.1 Key Principle

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.

1.2 When This Policy Does Not Apply

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 strongly encourage all Clients to review their Order thoroughly — including the 3D design render, material selections, dimensions, and payment schedule — before confirming. Our design team is available at any stage to answer questions and make adjustments before confirmation at no charge.

02

Why Bespoke Manufacturing Matters

Understanding why refunds are limited once production begins

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

2.1 What Happens When You Confirm an Order

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.

2.2 Why Materials Cannot Be Refunded After Production

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.

Under the Consumer Protection Act, 2019 and Indian contract law, goods that are "clearly personalised" or "made to the consumer's specifications" are not subject to the standard withdrawal rights applicable to off-the-shelf goods. Our Policy is designed to be as fair as possible within this legal framework.

03

Cancellation by Client

Stage-by-stage cancellation and refund schedule

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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.

  1. Stage 1 — Best Window

    Before Design Approval — Within 7 Days of Advance

    Cancellation requested within 7 days of advance payment AND before the 3D design has been formally approved in writing by the Client. Minimal resources committed at this stage.

    80% of Advance Paid — Refundable

    The 20% retained covers design consultation time, initial site survey costs, and administrative processing.

  2. Stage 2 — Limited Window

    After Design Approval, Before Production Commences

    Design has been approved in writing but manufacturing has not yet begun. Design resources are fully committed and some materials may have been ordered.

    50% of Advance Paid — Refundable

    The 50% retained covers completed design work, material orders placed, and production planning already committed.

  3. Stage 3 — Production Commenced

    After Production Has Begun

    Manufacturing of any component of the Order has commenced. Materials have been cut, processed, or committed to the Client's specific specifications.

    No Refund — Production Committed

    At this stage all materials, labour, and production capacity are fully committed to your bespoke Order and cannot be redirected.

  4. Stage 4 — Delivered to Site

    After Delivery to Site

    The Order or any part of it has been delivered to the Client's premises — regardless of whether installation has commenced.

    No Refund — Delivery Completed

    Once goods have been delivered, the product is at the Client's risk and any remaining balance is due per the payment schedule.

  5. Stage 5 — Installation Complete

    After Installation Is Complete

    The Order has been fully installed and the Completion Certificate has been signed — or is pending signature without reasonable cause for delay.

    No Refund — Order Fulfilled

    Once installation is complete, the contractual obligation has been fulfilled. Any concerns at this stage are addressed under the Warranty Policy.

3.1 How to Submit a Cancellation Request

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.

Important: Verbal or WhatsApp-only cancellation notices are not valid for the purposes of determining the cancellation stage or initiating a refund. Only a written email to Info@lucaso.in constitutes a valid cancellation notice.

04

Cancellation by Lucaso

Circumstances under which Lucaso may cancel and what you receive

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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:

4.1 Grounds for 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.

4.2 Refund on Lucaso-Initiated Cancellation

Reason for Lucaso CancellationRefund to Client
Non-payment of advance (Order not yet started)No advance paid — no refund applicable
Unsafe site conditions discovered post-confirmation100% of advance paid — full refund
Force majeure preventing fulfillment100% of advance paid — full refund
Repeated Client site access failures (3+ attempts)Advance less actual costs incurred, itemised in writing
Repeated Client design approval delaysAdvance less design costs incurred, itemised in writing
Fraudulent Client informationNo refund; legal action may be pursued

4.3 Notice Period

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).

Where Lucaso cancels due to circumstances within our control (e.g. inability to source a material, unexpected production failure), the Client will receive a full refund of all amounts paid plus a formal written apology and, where feasible, an offer to fulfil the Order at a future date at the originally confirmed price.

05

Refund Process

How refunds are processed, timelines, and payment methods

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

  1. Cancellation Confirmed

    Lucaso confirms the cancellation in writing and communicates the applicable refund amount within 5 working days.

  2. Details Verified

    Client provides bank account details (IFSC, account number, account name) via email for NEFT/RTGS transfer.

  3. Refund Initiated

    Refund is initiated via NEFT/RTGS bank transfer. A transaction reference number is shared with the Client.

  4. Credit Received

    Funds credited to the Client's bank account. Timeline: within 30 working days of cancellation approval.

5.1 Refund Methods

Original Payment MethodRefund MethodTimeline
NEFT / RTGS Bank TransferNEFT / RTGS to originating accountWithin 30 working days
UPI PaymentBank transfer or UPI reversalWithin 30 working days
ChequeNEFT transfer (account details required)Within 30 working days of cheque clearance
Credit / Debit Card (if applicable)Reversal to originating cardWithin 30 working days (subject to bank processing)

5.2 GST Refund

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.

5.3 Deductions from Refunds

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.

The 30 working-day refund timeline begins from the date Lucaso formally confirms the cancellation in writing — not from the date the cancellation request was first received. Lucaso will issue cancellation confirmation within 5 working days of receiving a valid written request.

06

Design Changes vs. Cancellations

Changing your Order vs. cancelling it — and the implications of each

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

6.1 Design Changes Before Production

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.

6.2 Design Changes During Production

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.

6.3 Scope Reduction

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.

The best time to request design changes is before 3D design approval. Changes at this stage are typically free of charge and do not affect timelines. We encourage Clients to take full advantage of the design review process before signing off.

07

Post-Installation Issues

Defects, snags, and disputes after installation is complete

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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.

7.1 Snag Rectification Before Final Payment

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.

7.2 Refusing to Sign the Completion Certificate

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.

7.3 Defects Discovered After Completion

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.

If you have a genuine concern about installation quality, please raise it with your Lucaso project manager before signing the Completion Certificate. Do not sign under pressure — our team is here to ensure your complete satisfaction before handover.

08

Special Circumstances

Exceptional situations handled with compassion and fairness

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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:

8.1 Bereavement

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.

8.2 Medical Emergency

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.

8.3 Natural Disasters & Property Damage

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.

8.4 Force Majeure

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.

To request consideration under special circumstances, please email Info@lucaso.in with relevant documentation. Our management team will review every such request personally and respond within 5 working days. We are always willing to find a fair resolution.

09

Frequently Asked Questions

Common questions about cancellations and refunds

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Can I cancel my Order by calling or WhatsApp?

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.

How do I know which production stage my Order is at?

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.

What if I cancel but Lucaso hasn't started work yet?

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.

Will I get a GST refund as well?

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.

What if I am unhappy with the final product after installation?

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.

Can I transfer my Order to a different property?

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.

What if Lucaso delays my project significantly?

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.

10

Contact Us

How to reach us for cancellations, refunds, and queries

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

MethodDetailsBest For
EmailInfo@lucaso.inCancellation requests (written notice required), refund queries, dispute escalations
Phone+91 88745 37453Urgent queries, speaking to your project manager
WhatsApp+91 88745 37453General communication (not valid for cancellation notices)
Websitelucaso.in/contactGeneral enquiries

10.1 Response Timelines

Request TypeResponse Timeline
Cancellation request acknowledgementWithin 2 working days of written email receipt
Cancellation stage confirmationWithin 5 working days
Refund amount confirmationWithin 5 working days of cancellation confirmation
Refund payment initiatedWithin 30 working days of cancellation approval
Special circumstances reviewWithin 5 working days of receiving documentation
Dispute or deduction challengeWithin 14 working days

10.2 Escalation

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 Cancellation & Refund Policy forms part of Lucaso's full legal framework alongside our Terms & Conditions, Warranty Policy, Privacy Policy, and Disclosure Policy — all available at lucaso.in.

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.

We're Here to Help

Need to Cancel or Have a Refund Query?

Our team will handle your request promptly and transparently. Email us with your Order number and we'll confirm your cancellation stage within 5 working days.

Email Your Request +91 88745 37453