Refund policy
Last Updated: March 4, 2026
This policy applies to all orders placed through CITA Interior. Because every piece is handcrafted to order from solid Suar wood, production begins upon order confirmation. Please review all product dimensions, finish options, and specifications carefully before placing your order.
When We Accept a Claim
CITA Interior will accept a return, exchange, or refund request only when the issue is directly caused by an error on our part. Qualifying situations are limited to the following:
1. Wrong Item or Incorrect Size Delivered
The item you received is materially different from what was confirmed in your order, or the dimensions fall outside the agreed specifications documented at the time of purchase.
2. Significant Deviation from Approved Design
For custom or finish-specific orders, the delivered piece differs substantially from the design, structure, or stain color you formally approved. Minor variations in wood grain, natural tone, and texture are inherent properties of solid Suar wood and are not considered defects or deviations.
3. Production Defect
The item has visible structural flaws that originated during our manufacturing process, including faulty joinery, cracked wood caused by production handling, or incomplete surface finishing.
Claims outside these three categories will not be accepted.
What We Do Not Cover
The following situations are explicitly excluded from this policy:
- Change of mind, personal preference, or aesthetic dissatisfaction after delivery
- Dimension or specification errors resulting from measurements submitted by the customer
- Color, grain, or texture variation that falls within the natural characteristics of solid wood
- Damage occurring after delivery, including during customer handling, assembly, installation, or use
- Custom or made-to-order pieces delivered in accordance with confirmed specifications
- Claims submitted after the 7-day window from the confirmed delivery date
Inspect Upon Delivery
Inspect your furniture immediately upon receipt. Document any visible damage or discrepancy with photographs before moving or assembling the piece. Contact us within 7 days of delivery. Damage reported after this window, or after the item has been assembled or modified, cannot be attributed to production or shipping and will not qualify for a claim.
The delivery date is determined by the tracking confirmation provided by the carrier. If tracking shows delivered but you have not received the item, contact us within 48 hours.
How to Submit a Claim
All claims must be submitted within 7 days of the confirmed delivery date. Claims submitted after this window will not be eligible for review.
Contact our team through either channel below:
- Email: support@citainterior.com — Subject line: Claim – [Issue Type] – Order #[Number]
- Phone / SMS: +1 (505) 388 0082
To be considered, your claim submission must include all of the following:
- Order number and delivery confirmation
- Clear photos of the full item as received
- Close-up photos of the specific issue
- A complete, unedited unboxing video (required for all claims — partial videos will not be accepted)
- For size disputes: photos showing actual measurements with a measuring tape against the item
- For design mismatch claims: your approved design file, spec sheet, or written confirmation
Incomplete submissions will not be processed. Our team will acknowledge your claim within 2 business days of receiving a complete submission.
Resolution Process
Once your claim is reviewed and verified, we will propose a resolution appropriate to the situation. Possible outcomes include:
- Replacement of the item
- Repair or correction of the defect
- Partial refund reflecting the nature and extent of the issue
- Full refund in cases where replacement is not possible
CITA Interior reserves the right to determine the appropriate resolution based on the verified evidence provided. We will not issue refunds or replacements based on unverified claims or incomplete documentation.
If a return shipment is required as part of the resolution, we will provide instructions and a return authorization at that stage. Return shipping costs for verified errors on our part will be covered by CITA Interior. For all other approved returns, return shipping is the responsibility of the customer.
Items returned without prior authorization will not be accepted.
Refund Processing
Approved refunds are issued to the original payment method used at checkout. Processing takes 2 to 5 business days after we receive and inspect the returned item, plus an additional 3 to 7 business days for the amount to appear in your account depending on your payment provider.
Partial refunds may apply when the item shows signs of use, is returned without original packaging, or is not in the same condition as delivered.
Non-Returnable Items
The following are not eligible for return or refund under any circumstance:
- Custom or personalized furniture built to customer specifications
- Made-to-order items
- Items damaged after delivery
- Gift cards and store credits
Cancellations
If you need to cancel your order, please contact us as soon as possible. Orders can be cancelled free of charge before production begins. Refer to our Modify & Cancel Order Policy for detailed information about cancellation timeframes and any applicable fees.
Once your custom wooden furniture has entered production, cancellations may not be possible, or a restocking fee may apply. We will do our best to accommodate your request and provide you with options.
Customer Support
If you have any questions about returns, exchanges, or refunds, please reach out to our customer support team. We are here to ensure you are completely satisfied with your CITA Interior wooden furniture.
Email: support@citainterior.com
Business Hours: Monday to Friday, 9:00 AM to 8:00 PM (EST)
We typically respond to inquiries within 1-2 business days. For urgent matters related to damaged items or order issues, please mention “Urgent – Return/Refund” in your email subject line.
CITA Interior – True wood true comfort