Made-to-measure furniture is built for one home and one wall, which shapes what "returns" can mean. This page sets out plainly what we refund, what we repair, and what we cannot take back. It should be read together with our Terms & Conditions and does not limit your rights under the Consumer Protection Act 1999.
1. Before production begins
You may cancel any time before you approve the final drawing and we schedule cutting. We refund your deposit in full, less only third-party costs already incurred on your instruction (for example, special-order fabric or imported timber already purchased). Refunds are made to the original payment method within 14 days.
2. After cutting has started
Once timber is cut to your dimensions, the materials and hours are committed to a piece no one else can use. Cancellation at this stage forfeits the deposit; no further balance is owed. In genuine hardship cases talk to us — we have converted half-built commissions into showfloor pieces before, and shared the recovery with the client.
3. Inspection before you pay the balance
Our process is designed so a refund question rarely arises: you inspect the finished piece — at the workshop or on delivery — before paying the balance. If the piece does not match the approved drawing and specification, we correct it at our cost before handover. If we cannot correct it within a reasonable time, you may reject it for a full refund including the deposit.
4. Damage on delivery
Note any damage on the delivery sheet at handover, or report it with photos within 48 hours to [email protected]. Transit damage is repaired at our cost, or the affected component is remade. We collect and redeliver at no charge.
5. Warranty claims
Within the warranty period (5 years structural, 2 years upholstery workmanship), report the issue with photos and your commission number. We will assess within 5 working days and either repair on site, collect the piece for workshop repair, or replace the component. Warranty work does not extend the original warranty period, but replaced components carry a fresh 12-month cover.
6. What we cannot accept back
- Change-of-mind returns of completed made-to-measure pieces after handover
- Natural timber variation, grain character or colour maturing, as described in the Terms
- Damage from moisture, sunlight, pests, misuse or unauthorised modification
- Pieces bought as-is from the showfloor clearance corner, which are sold with the defect disclosed and priced accordingly
7. Refund method and timing
All refunds go to the original payer and payment method within 14 days of the refund being agreed. Where a bank requires additional verification for transfers, we will tell you immediately rather than let the clock run silently.
8. How to raise anything on this page
Email [email protected] with your commission number, or call +60 6-953 4820 during workshop hours. Claims are handled by the same team that built your piece — not a call centre reading a script.