Honest, practical, and a little stricter than off-the-shelf retail — because bespoke furniture is, by nature, made for you and not for the next person who walks in.
Last updated 27 May 2026.
Any piece bought from our promotions or clearance list may be returned within 14 calendar days of delivery, provided:
We collect with our own truck (no third-party courier required), inspect on arrival at the workshop, and refund the original payment method within 7 working days. Refund excludes delivery cost if delivery was outside Klang Valley and quoted separately.
A piece commissioned to your dimensions, in your chosen timber, with your fabric is genuinely one of a kind. We cannot put it back on the floor for the next client to buy. That is why we invest so much time in the prototype sign-off — by the time the saw is switched on, the piece is exactly what you asked for. If we have not got that right, we want to know before we cut wood, not after.
If a custom-built piece develops a structural fault, the 7-year joinery warranty applies. Bring it back to the workshop (or we will collect within Klang Valley); we repair or rebuild at our cost.
It happens, occasionally — usually a corner knock on a tight stairwell. Inspect the piece on arrival, before our driver leaves. If anything looks wrong, photograph it and we will resolve it then and there. If you spot something within 48 hours, email a photo to [email protected] and we will arrange remediation. After 48 hours, transit damage becomes harder to prove and we may need to charge for repair.
If what arrives does not match the signed prototype document in any material respect, the piece is ours to take back. We return it to the workshop, remedy the discrepancy, and re-deliver at no additional charge. This is rare — we sign off prototypes precisely to prevent this — but our process for it is the same as for any warranty claim.
Once a return is approved and the piece is back at the workshop, refunds are processed within 7 working days. FPX and online-transfer refunds typically clear into your account within 2 working days of processing. Credit-card refunds depend on your issuer — usually 5 to 10 working days.
Custom orders can be cancelled before the build phase begins, with the 30% deposit returned in full minus a 5% admin fee. Once the build phase has started (after prototype sign-off), the deposit and any further payments made are forfeit — the workshop has already begun spending hours and timber on your piece.
Write to [email protected] with your order number (on the delivery note) and a short description. One of the studio managers will reply within one working day with a collection slot.