Paliano Casa  ·  Policies

Our commitments
to you.

Everything you need to know about your home trial, warranty, delivery, and what happens if something isn't right. Questions? WhatsApp us directly.

30-Day Home Trial 5-Year Warranty Delivery Orders & Cancellations
Risk-free purchase

30-Day Home Trial

The short version: If the sofa isn't right for your space (wrong colour, wrong feel, wrong fit), contact us within 30 days and we'll collect it at no cost to you. The trial exists for genuine concerns, and we treat it that way.
How it works
  • The 30-day trial period begins from your delivery date.
  • If you'd like to return the sofa, contact us via WhatsApp within 30 calendar days.
  • We will schedule a collection at a time that works for you.
  • For genuine returns (colour, comfort, or fit), collection is free. No courier cost to you.
  • A $100 pickup fee may apply in cases where the trial is being used outside its intended purpose. This is assessed at Paliano Casa's discretion.
  • Refunds are processed within 5–7 business days of collection, with no restocking fees.
Exclusions
  • Custom sizes and special-order colours not listed on our standard menu.
  • Clearance and sale items.
  • Sofas that have been damaged, heavily soiled, or modified after delivery.
The home trial is designed for customers who are unsure whether the sofa will suit their space. It is not a substitute for order cancellation prior to production. If you wish to cancel before your sofa is delivered, refer to the Orders & Cancellations section below.
Built to last

5-Year Warranty

The short version: We cover structural defects, manufacturing issues, and upholstery problems under normal residential use for 5 years. WhatsApp us directly if something isn't right.
What is covered
  • Structural defects: frame, joints, and base failures under normal residential use.
  • Manufacturing defects: faults present at the time of delivery.
  • Upholstery defects: stitching failures, material defects not caused by use or care.
  • Minor component repairs are complimentary within the first month of delivery. Fees may apply for subsequent repairs.
What is not covered
  • Normal wear and tear over time.
  • Cushion compression and foam softening from regular use.
  • Fabric pilling or leather creasing from normal use.
  • Pet scratches, bites, or damage.
  • Accidental damage: spills, tears, burns, or impacts.
  • Damage from improper cleaning or care (e.g. harsh chemicals, excessive moisture).
  • Damage resulting from moving, disassembly, or reassembly by non-Paliano staff.
How to make a claim
WhatsApp us at +65 9489 4298 with a description and photos of the issue. We respond to all warranty queries directly. No chatbot, no third-party service centre. All warranty claims are subject to Paliano Casa's assessment.
Free islandwide

Delivery & Installation

The short version: Free islandwide delivery and free old sofa disposal included with every order. We deliver and position the sofa in your space.
Timeline
  • Standard delivery is scheduled within 2–5 weeks of order confirmation.
  • For custom sizes or special configurations, production lead time is approximately one month. This is an estimate and not guaranteed.
  • Our team will contact you to arrange a delivery slot once your order is ready.
What's included
  • Free islandwide delivery: no surcharges for upper floors or specific areas.
  • Free old sofa disposal: we remove your existing sofa on the same day, at no extra charge.
  • Placement in your preferred position within the home.
  • Removal of all delivery packaging.
Customer responsibilities
  • Ensure the delivery path (doorway, corridor, lift) is clear and accessible for the sofa dimensions.
  • Confirm lift availability for high-rise deliveries where applicable.
  • Rescheduling requests made less than 48 hours before the scheduled delivery may incur a rescheduling fee.
Before delivery

Orders & Cancellations

Standard orders
  • Cancellations requested before production begins may be subject to an administrative charge.
  • Once production has begun, cancellations are assessed on a case-by-case basis. Please WhatsApp us as early as possible.
  • The 30-day home trial applies after delivery and does not substitute for pre-production cancellation.
Custom orders
  • Custom sizes and special-order configurations become non-cancellable once production starts.
  • Custom orders are also excluded from the 30-day home trial.
Order changes
If you need to amend your order (configuration, colour, or delivery address), contact us via WhatsApp as soon as possible. Changes are easier to accommodate before production begins. We cannot guarantee amendments once your order has entered production.
All policies are subject to amendment at Paliano Casa's discretion. For anything not covered here, WhatsApp us and we'll sort it out directly.
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