Return & refund policy

Bespoke furniture cannot be returned to a shelf, because it was never on one — your piece was built for your room and fits nobody else's. That makes our refund policy different from a retail store's, and we would rather explain the difference plainly than hide it in legalese.

1. Damage on delivery

Inspect the piece with our crew at handover; that walk-around is part of every delivery. Damage noted at handover is repaired or the piece is rebuilt, at our choice and cost, as fast as the workshop can turn it around. Damage reported within 48 hours of delivery is treated the same way. After that window we will still help, but we may reasonably ask how the damage occurred.

2. Defects in materials or workmanship

A genuine defect — a failed joint, a finish fault, hardware that stops working — is covered by the warranty in our terms & conditions: five years structural, twelve months on finishes and hardware. Our first remedy is always repair, because repairing solid wood properly is invisible and permanent. Where repair is not practical, we rebuild. Where neither is practical, we refund proportionally.

3. What does not qualify

• Change of mind after delivery — the piece was approved at drawing stage, at timber selection and at handover.
• Natural grain and colour variation, or the gentle darkening and mellowing of timber as it ages.
• Normal seasonal movement (hairline gaps at breadboard ends in dry months, for instance).
• Damage from misuse, pets, outdoor exposure, standing water or alterations by other contractors.
• Wear items past their warranty: fabric abrasion, cushion softening, mechanical hardware beyond 12 months.

4. Cancellation refunds

Before cutting begins: your deposit is refunded minus 20% for design and administration work completed. After cutting begins: the deposit is forfeited, because the timber has been bought and committed to your specific piece. We flag the “cutting begins” date to you by message before it happens, precisely so this line is never a surprise.

5. Commercial projects

Fit-out contracts carry their own remedy and retention clauses agreed in the contract programme; where those differ from this policy, the contract prevails.

6. How refunds are paid

Approved refunds go back by bank transfer to the paying account within 14 days of agreement. We do not issue store credit unless you specifically prefer it.

7. Raising an issue

Email [email protected] with photos and your commission reference, or WhatsApp +60 16-724 8350. You will hear from a person — usually the founder — within two working days.