Return & Refund Policy

Last updated: 27 May 2026

Bespoke commissions are not returnable for change of mind

Furniture commissioned through us is built specifically to your specifications — your chosen dimensions, fabric, timber, finish and configuration. It cannot be resold to another client without significant alteration. For that reason, we cannot accept returns or refunds based on a change of mind once production has begun.

This is why we structure our process around extensive sketching and sampling before any cutting starts. By the time you sign off on a quotation, you should be confident in every choice. Use that phase — request additional sketches, swatches and clarifications. We will not begin production until you are genuinely ready.

Cancellation before production

You may cancel a commission in writing at any time up to seven calendar days after sign-off, for a full refund of the deposit (less any external costs already incurred on your behalf, such as fabric ordered to your specification). After that seven-day window, the deposit becomes non-refundable as we will have committed materials and workshop slots to your project.

Genuine defects and warranty

If a delivered piece has a manufacturing defect, we want to know — and we will put it right. Within the structural warranty period (two years residential, three years commercial), we will repair or, at our discretion, replace any piece found to have a defect in frame construction, springs or seams.

Our process when you flag a concern:

1. Email us with a description and a few photographs of the issue.
2. We respond within two working days, usually with a request to inspect (in person or by video call).
3. If a defect is confirmed, we arrange collection and repair at our workshop, at no cost to you.
4. The repaired piece is returned to you within an agreed timeline — typically two to four weeks.

Damage in transit

Items delivered by our own team are inspected with you on delivery; any visible damage is recorded on the delivery note and rectified as part of the original commission.

For commissions shipped via logistics partners (typically outside the Klang Valley), please inspect the crates on arrival. Visible damage to crating should be noted with the courier before signing for delivery, and reported to us within 48 hours along with photographs. We will work with the courier and our insurer to resolve.

What is not covered

• Normal wear, fabric pilling, or fading from sunlight over time.
• Damage caused by misuse, accidents, pets, or unsuitable cleaning products.
• Modifications to the piece by other parties.
• Pieces moved or relocated outside the original delivery address without our involvement (transit risks fall outside our warranty).

If you are unsure

If you are uncertain whether something falls under warranty or not, ring or email us. We have rebuilt and refreshed many pieces — including some not originally made by us — and we are willing to quote sensibly for repair work even when it falls outside formal warranty.

Contact: [email protected] · +60 3-7845 2960