Made-to-measure furniture is built for one specific home, which makes conventional “change of mind” returns impossible — we cannot resell a wardrobe cut for your ceiling height. What we can promise instead is a fair, fast process for putting problems right. Here is exactly how it works.
If something is wrong at handover
Inspect the work with our installers before signing the handover form. Anything you flag — a scratch, a misaligned door, a wrong handle — is listed on the form and rectified at no cost, usually within 7 working days. Our installers photograph and log every noted item so nothing gets forgotten.
If a defect appears later
Structural and workmanship defects are covered for 5 years, hardware and moving parts for 1 year. Send a photo and your invoice number to [email protected]. We respond within 2 working days with either a repair appointment or a request for more detail. Warranty repairs, including transport within the Klang Valley, are free. Where a defective item cannot reasonably be repaired, we rebuild or replace it.
What the warranty does not cover
- Damage from water ingress, flooding or plumbing leaks;
- Damage caused by relocation, modification or repair by others;
- Normal wear — surface micro-scratches, fading from direct sunlight, softening of hinges under loads beyond their rating;
- Natural movement of solid wood within industry tolerances.
Refunds for cancelled orders
Cancel before production starts and your deposit is refunded in full within 14 days to the account it came from. Cancel mid-production and we refund the deposit less the documented cost of materials committed and work completed — we share the breakdown, not just a number. Completed custom items are not refundable for change of mind.
If we fail you
If we miss our delivery window by more than 14 days for reasons within our control, you may cancel the undelivered items for a full refund of everything paid toward them. If a defect covered by warranty cannot be fixed after two attempts, we will offer a replacement or a proportionate refund — your choice.
Non-custom accessories
Occasionally we supply off-the-shelf items alongside a project — lighting, handles, gas lifts. Unused accessories in original packaging may be returned within 14 days of delivery for a full refund of the item price.
How refunds are paid
All refunds go by bank transfer to the payer’s account within 14 days of the refund being agreed, with a confirmation email once the transfer is made.
Talk to us first
Almost every issue in fifteen years of trading has been resolved with a phone call: +60 3-2704 1858, Monday to Saturday, 9:30am to 6:30pm. If we cannot agree, Malaysian consumers may bring claims to the Tribunal for Consumer Claims (TTPM). This policy supplements, and never limits, your rights under the Consumer Protection Act 1999.