Because our furniture is made to measure for a specific person and space, this policy is a little different from buying an off-the-shelf product. We want you to be delighted with your piece, and we also want to be clear about how cancellations and returns work.
Made-to-order pieces
Every commission is built to your unique specification, so bespoke items cannot be returned simply because you have changed your mind. This is standard for custom work and is why we take such care to confirm the design, dimensions and finishes with you before any cutting begins.
Cancellations
You may cancel an order before production starts and we will refund your deposit, less any costs already incurred for materials or design time. Once materials have been cut or construction has begun, the deposit becomes non-refundable because the work cannot be repurposed for another client.
If something is not right
If a piece arrives with a genuine manufacturing fault, or does not match the specification we agreed, we will put it right at no cost to you. Please notify us within seven days of delivery, with photographs where possible. Depending on the issue we will repair the item, remake the affected part, or where that is not practical, agree a fair resolution with you.
What is not covered
The following are not considered faults: natural variation in timber grain and colour; slight seasonal movement of solid wood; wear from normal use over time; and damage caused by accidents, misuse or failure to follow our care advice.
Refunds
Where a refund is due, we process it to your original payment method within fourteen days of agreeing the resolution. Any deductions for materials or work already carried out will be itemised clearly.
How to reach us
To discuss a cancellation, concern or return, contact us at [email protected] or call +603-2856 4120. We would always rather hear from you early so we can help.