Política de reembolso

Return & Refund Policy

Last Updated: August 2026

At SÍSÍ ROUGE HOME, we take pride in the artisanal craftsmanship, distinctive materials, and “Gallery Quality” of our furniture.

Because many of our pieces are made-to-order and individually produced for each customer, our furniture requires dedicated production planning, material preparation, craftsmanship, quality inspection, and international logistics. For this reason, our return and cancellation policy differs from that of standard mass-produced retail products.

We strongly encourage customers to carefully review product dimensions, materials, finishes, delivery requirements, and estimated production timelines before placing an order.

1. MADE-TO-ORDER & 7-DAY CANCELLATION PERIOD

Our Made-to-Order Process

Most of our large furniture pieces are produced made-to-order (MTO) rather than taken from ready-to-ship inventory.

Because each piece requires dedicated production planning, material preparation, craftsmanship, and international logistics arrangements, we strongly recommend that you contact and consult with our team before placing your order to confirm all relevant order details, including dimensions, materials, finishes, customization requirements, production timelines, delivery arrangements, and any other questions you may have.

Once an order is placed, our team will review the order and send you a confirmation email containing the relevant order details and, where applicable, the estimated production timeline.

7-Day Cooling-Off & Confirmation Period

To provide customers with reasonable time to reconsider a made-to-order purchase, we provide a 7-calendar-day cancellation and refund period beginning from the date the order is placed.

During this 7-day period, you may contact our team to request cancellation of your order and a refund, subject to any applicable payment-processing or other non-recoverable fees.

After the 7-Day Period

After the 7-day period has expired, if we have not received a cancellation request from you, we will consider the order confirmed and may proceed with production, material preparation, and manufacturing.

Once production or dedicated material preparation has commenced, the order can no longer be cancelled or refunded due to change of mind, personal preference, space considerations, incorrect measurements, or other customer-related reasons, except where otherwise required by applicable law.

Because production timelines can vary depending on the complexity of the piece, materials, craftsmanship, and current production schedule, please contact our team before placing your order if you require the furniture by a specific date.

We strongly recommend confirming the estimated production and delivery timeline with our team before purchasing.

2. ORDER CONFIRMATION & PRODUCTION TIMELINE

After your order is placed, our team will contact you by email to confirm the order and provide relevant production information.

For large or highly customized pieces, production timelines may vary depending on:

  • Material availability

  • Customization requirements

  • Craftsmanship and production complexity

  • Current workshop capacity

  • Quality-control procedures

  • International shipping arrangements

The production timeline provided by SÍSÍ ROUGE HOME is an estimated timeframe rather than a guaranteed delivery date, unless a specific delivery commitment has been expressly confirmed by our team in writing.

If you have a fixed deadline, event, renovation schedule, or moving date, please contact us before placing your order so that we can assess whether the requested timeline is achievable.

3. PRE-SHIPMENT QUALITY INSPECTION

To provide greater transparency and minimize unnecessary returns, SÍSÍ ROUGE HOME conducts a final quality inspection before dispatch.

Where applicable, we may provide:

  • High-resolution photographs of the completed piece

  • Detailed photographs of materials, finishes, and craftsmanship

  • Inspection videos or other visual documentation

  • Packaging and crating photographs before dispatch

These materials are intended to allow you to review the completed furniture before it leaves our facility.

Where our team requests written confirmation, your approval confirms that you have reviewed the provided visual documentation and that the piece may proceed to packaging and shipment.

This inspection process does not waive or limit any rights you may have in relation to genuine manufacturing defects or damage occurring during transportation.

International Shipping & Logistics Costs

For large furniture pieces, international shipping involves substantially more than the physical transportation of the item.

The shipping and logistics charges quoted at checkout may include international freight, customs clearance, duties, taxes, brokerage, destination handling, documentation, insurance, and other logistics-related costs, depending on the destination and shipping arrangement.

These costs are committed to and incurred at different stages of the international logistics process and may be substantial and non-recoverable once the shipment has entered the shipping process.

For this reason, customers are strongly encouraged to carefully consider their purchase and confirm all order details with our team before the order proceeds to production and shipment.

No Cancellation During Transit

Once an order has entered the shipping or international transit stage, cancellation or refund requests based on change of mind, personal preference, or other non-quality-related reasons cannot be accepted.

This includes circumstances where the customer changes their mind while the furniture is:

  • Awaiting collection

  • Being prepared for export

  • In transit by sea or other international transportation

  • Undergoing customs clearance

  • Awaiting delivery at a destination port or warehouse

  • In the process of final-mile delivery

Because significant international logistics, customs, tax, handling, and transportation costs may already have been incurred or committed at this stage, SÍSÍ ROUGE HOME cannot accept cancellation or refund requests during transit for reasons unrelated to a confirmed manufacturing defect or verified shipping damage.

This policy does not limit any rights the customer may have in relation to genuine manufacturing defects, verified transportation damage, or other rights that cannot legally be excluded under applicable law.

4. RETURNS FOR NON-QUALITY-RELATED REASONS

Because large furniture is made-to-order and requires specialized international logistics, returns based on change of mind or reasons unrelated to a manufacturing defect are strongly discouraged.

Examples include:

  • Change of mind

  • Change in interior design preference

  • The furniture no longer matches your space

  • Incorrect customer measurements

  • The customer ordered the wrong size or finish

  • The customer no longer requires the item

  • Personal aesthetic preference

  • The customer decides that the item is unsuitable after delivery

Where a return is accepted by SÍSÍ ROUGE HOME for a non-quality-related reason, the customer is responsible for all costs associated with the return.

These costs may include, but are not limited to:

  • Return freight

  • International shipping

  • Pickup and handling fees

  • Special furniture transportation

  • Crating or re-crating costs

  • Insurance

  • Customs duties and taxes

  • Import/export charges

  • Local delivery or warehouse fees

  • Other logistics-related expenses

For large furniture pieces, international return transportation can be substantial and may represent a significant portion of the original purchase price.

Customers should therefore carefully consider the potential cost of returning large furniture before requesting an order or delivery.

SÍSÍ ROUGE HOME does not cover return shipping costs for non-quality-related returns.

Any applicable refund will only be processed after the returned item has been received, inspected, and confirmed to be in acceptable condition.

5. MADE-TO-ORDER, CUSTOMIZED & PERSONALIZED ITEMS

Unless otherwise required by applicable law, made-to-order, customized, personalized, or specially commissioned furniture is not eligible for return or exchange after the 7-day cancellation period has expired.

This includes furniture produced specifically according to a customer's:

  • Dimensions

  • Materials

  • Finishes

  • Colors

  • Upholstery

  • Configurations

  • Design specifications

  • Other customization requirements

Once production has commenced, these pieces cannot ordinarily be resold as standard inventory and therefore cannot be cancelled or returned simply because of a change in preference.

6. MANUFACTURING DEFECTS & QUALITY ISSUES

SÍSÍ ROUGE HOME stands behind the quality of our craftsmanship.

If you believe that your furniture has a genuine manufacturing defect, please contact us as soon as possible after delivery.

Notification

Please contact our concierge team at contact@sisirouge.com within 48 hours of delivery whenever possible.

Documentation

To allow our quality-control team to properly assess the issue, please provide:

  • Clear, high-resolution photographs

  • Detailed photographs of the affected area

  • A description of the issue

  • Photographs of the packaging where relevant

  • A continuous unboxing video, where available

Our team may request additional photographs, videos, measurements, or other information to determine whether the issue is related to manufacturing, transportation, installation, or normal material characteristics.

Resolution

If a genuine manufacturing defect is confirmed, SÍSÍ ROUGE HOME may, at our discretion and depending on the nature of the issue, provide an appropriate remedy, which may include:

  1. Replacement components

  2. Professional local repair or restoration

  3. A partial refund

  4. Store credit

  5. Replacement of the affected item where reasonably necessary and commercially practicable

The appropriate resolution will depend on the nature, severity, and cause of the issue.

7. SHIPPING DAMAGE & TRANSIT INSURANCE

Large furniture travels through multiple stages of international transportation and handling. Although our products are carefully packaged and shipped with appropriate logistics protection, damage can occasionally occur during transit.

Transit damage should not be treated as a standard customer return.

If your furniture arrives damaged, please contact us immediately before arranging any return or disposal of the item.

If the Outer Packaging Is Damaged

If the wooden crate, carton, protective packaging, or other external packaging shows visible damage upon arrival:

  1. Photograph the packaging before opening it

  2. Photograph all visible damage

  3. Record the damage on the carrier's delivery receipt or delivery documentation, where possible

  4. Record a continuous unboxing video from the unopened package through to the discovery of the furniture condition

  5. Contact contact@sisirouge.com as soon as possible

Insurance Claims

For damage caused during transportation, SÍSÍ ROUGE HOME will cooperate with the customer and the relevant logistics provider to assist with the applicable carrier or shipping-insurance claim process.

Depending on the circumstances, we may request photographs, videos, packaging evidence, delivery documentation, and other supporting materials required by the carrier or insurer.

Please do not discard the original packaging until the claim has been resolved or our team has confirmed that it is no longer required.

8. NATURAL MATERIAL VARIATIONS

Many SÍSÍ ROUGE HOME pieces incorporate natural materials and artisanal finishes.

Variations in:

  • Marble veining

  • Stone patterns

  • Wood grain

  • Natural knots

  • Leather markings

  • Color variation

  • Texture

  • Mineral deposits

  • Hand-finished surfaces

are natural characteristics of authentic materials and handcrafted production.

Such variations are not considered manufacturing defects and should not be used as grounds for a quality-related return unless the product materially differs from the agreed specifications.

Each piece is therefore inherently individual and may contain subtle variations from photography, samples, or previously produced pieces.

9. CUSTOMER-RELATED DAMAGE & IMPROPER HANDLING

SÍSÍ ROUGE HOME is not responsible for damage occurring after delivery as a result of:

  • Improper installation

  • Incorrect assembly

  • Improper handling

  • Moving or relocating the furniture

  • Failure to follow care instructions

  • Exposure to unsuitable environmental conditions

  • Accidental damage

  • Unauthorized modification or repair

  • Improper cleaning or maintenance

  • Normal wear and tear

Where professional installation is required, customers are responsible for ensuring that installation is carried out appropriately and in accordance with the relevant product instructions.

10. REFUSED DELIVERIES, CUSTOMS & IMPORT CHARGES

International orders may be subject to local customs duties, VAT, import taxes, brokerage fees, or other charges depending on the destination country.

Unless expressly stated otherwise in writing, the customer is responsible for any applicable local import duties, taxes, customs charges, or brokerage fees.

If an order is refused, abandoned, or returned because the customer declines to pay applicable customs duties, taxes, import charges, or delivery-related fees, the order will not be eligible for a refund of the original purchase price, except where otherwise required by applicable law.

Any additional costs incurred as a result of a refused or abandoned shipment may also be charged to the customer.

11. NON-RETURNABLE SITUATIONS

Unless otherwise required by applicable law, refunds or returns will not be available where:

  • A made-to-order item is cancelled after the 7-day cancellation period

  • Production or dedicated material preparation has commenced

  • The customer changes their mind after production

  • The furniture does not fit because the customer provided incorrect measurements

  • The customer no longer likes the selected style, color, or finish

  • Natural material variations are mistaken for defects

  • Damage results from improper installation, handling, or maintenance

  • The customer refuses applicable customs duties, taxes, or import charges

  • The customer refuses delivery without a qualifying quality or transit-damage issue

  • The item has been modified, repaired, assembled incorrectly, or otherwise damaged after delivery

  • The customer requests cancellation or a refund while the order is in international transit for reasons unrelated to a confirmed manufacturing defect or verified shipping damage

12. REFUND PROCESS

Once a cancellation or return has been approved, refunds will be processed to the original payment method used for the purchase, subject to any applicable non-refundable fees or deductions communicated at the time of approval.

Approved refunds are generally processed within 10–14 business days after the refund has been authorized.

The time required for the funds to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

13. IMPORTANT NOTICE BEFORE PURCHASING

Because our furniture is predominantly made-to-order and produced specifically for each customer, we strongly recommend that you:

  • Carefully review all product dimensions

  • Confirm that the furniture will fit through doors, elevators, stairways, corridors, and other access points

  • Review the materials and finishes carefully

  • Contact our team before placing your order to confirm important order details

  • Confirm the estimated production timeline with our team

  • Consider your intended delivery date

  • Confirm any customization requirements before ordering

  • Carefully consider the potential cost of international return transportation before purchasing

By placing an order, you acknowledge that you have had the opportunity to review the product information and contact our team regarding production, delivery, materials, dimensions, customization, and other relevant questions.

14. CONTACT US

For questions regarding your order, cancellation request, return request, manufacturing concern, or shipping damage, please contact our concierge team:

Email: contact@sisirouge.com

When contacting us regarding an existing order, please include your order number, photographs or videos where applicable, and a clear description of the issue so that our team can assist you as efficiently as possible.