Because everything we build is made to your exact measurements and specification, our furniture cannot simply be returned to stock the way a boxed product can. That said, we stand firmly behind our work, and this policy explains what happens if something is not right.
If we got it wrong
If a piece arrives with a genuine fault in our workmanship, or does not match the drawings you approved, tell us within seven days of installation. We will inspect it and, at our cost, repair or remake the affected part as quickly as we reasonably can. This is our first and preferred remedy.
Custom orders
As bespoke items are made specifically for you, we cannot offer a refund simply because of a change of mind, a change in your room, or a preference that differs from the design you signed off. Please use the drawing and sample stage to raise any doubts — that is exactly what it is for.
Deposits
Deposits secure your slot in our workshop schedule and cover materials cut to your order. Once fabrication has begun, deposits are non-refundable. If you need to cancel before we start cutting, contact us and we will refund any portion not yet committed to materials or labour.
Natural variation
Differences in the grain, tone or figure of natural timber are inherent to the material and are not considered defects. We are always happy to talk you through expected variation before you confirm an order.
How to raise a concern
Email [email protected] or call +603-6242 1180 with your order details and, where possible, a few photos. We aim to acknowledge every concern within one working day.