Before drawings are signed
You may walk away at any time before the drawings are signed and the deposit is paid, with no charge and no hard feelings. We will retain the records of our conversation for twelve months in case you come back.
Between deposit and delivery
Because the deposit funds the purchase of timber specific to your commission, it is non-refundable once the timber has been cut. If you wish to cancel before timber is cut (typically within the first ten working days after the deposit), we will refund the deposit minus our actual costs to that point (drawing time, sample preparation), which we will document for you. The balance is paid back within five working days.
On delivery
Acceptance happens on installation. Our delivery team walks you through the piece, checks function (drawers, doors, alignment) and asks you to sign an acceptance form. If anything is not as agreed in the drawings — wrong species, wrong dimension, an obvious finish defect — we put it on the form and either rectify on site if possible or take the piece back to the workshop for correction at our cost.
The final 50% payment is due on acceptance. If we have agreed to rectify a substantive issue back at the workshop, payment is held to a partial amount agreed in writing on the day.
After acceptance
Bespoke furniture, once accepted, is not returnable for a refund — the piece is made specifically for your space and cannot be re-sold. Any issues that emerge after acceptance are handled under the warranty (see Terms and Conditions, clause 7).
Warranty remedies
If a structural joint fails within the warranty period, we collect the piece, repair it at the workshop and re-deliver, all at our cost. If a hardware item fails within its warranty period, we replace it free of charge. If a finish ages unevenly within the first year, we re-coat the affected panel free of charge.
Outside the warranty (or for items not covered by it), we offer a workshop-rate aftercare service. Most aftercare visits in the Klang Valley cost between RM 200 and RM 450 inclusive of materials.
What is not covered
- Damage caused by accidents, misuse, or unauthorised modification.
- Damage caused by third-party movers if you relocate the piece without us.
- Wear-and-tear consistent with normal use (small surface scratches, gradual finish softening).
- Colour drift on imported timbers exposed to direct sunlight against our written advice.
How to raise a claim
Email [email protected] with a description of the issue and at least three photographs in good daylight. We will respond within three working days and book a workshop visit or call-out as needed.
Disputes
If we cannot resolve a complaint to your satisfaction, the matter may be referred to the Consumer Claims Tribunal of Malaysia or to mediation through the Malaysian Mediation Centre. We commit to participating in good faith in either forum.