Change of Mind & Order Cancellations
As the majority of our furniture is custom-made to order, we kindly ask customers to choose carefully before placing an order.
We do not offer refunds, returns, or exchanges for:
- Change of mind
- Incorrect choice
- Personal preference
- Colour dissatisfaction
- Delayed delivery
- Variations from imagined expectations
Order Cancellation Policy
Orders may be cancelled within 24 hours of payment, provided production has not commenced.
Please note:
- Any non-refundable transaction or payment processing fees will be deducted from the refund amount
- Cancellation requests submitted after 24 hours may not be accepted
Once the Proforma Invoice (PI) has been confirmed and production, procurement, or delivery scheduling has commenced, the order becomes final and cannot be cancelled or refunded.
Order Modifications
If you wish to make changes to your order after confirmation, we will assess whether modifications are possible based on the current production stage.
Where changes can be accommodated:
- Additional fees may apply
- Production and delivery timeframes may be extended
Modification requests are not guaranteed once production has commenced.
Payment & Proforma Invoice (PI) Verification
If there are any changes to:
- Payment account details
- Banking information
- Proforma Invoice (PI)
We will notify you directly and provide an updated PI for written confirmation via email.
For security purposes, customers must confirm any updated payment details with our team before making a payment. We are not responsible for losses caused by payments sent to unverified or incorrectly confirmed accounts.
Refund Policy
Due to the custom nature of our products, refund requests will not be accepted for:
- Colour variations
- Natural material variations
- Handcrafted irregularities
- Differences in personal expectation
- Shipping or logistics delays outside our control
All products undergo quality inspection prior to dispatch.
Product Appearance & Colour Variations
Actual product colours may vary slightly from website images, videos, or digital renders due to:
- Screen settings
- Lighting conditions
- Photography variations
- Fabric texture and material reflection
These differences are considered normal and do not constitute a product fault or defect.
The final product will closely resemble the approved photos, videos, or product references provided.
Handcrafted Furniture Disclaimer
Our furniture is handcrafted using premium materials and artisan manufacturing techniques.
As each piece is individually made rather than mass-produced, minor variations may naturally occur, including:
- Texture variations
- Stitching differences
- Slight dimensional tolerances
- Natural material characteristics
These are considered part of the product’s handcrafted nature and are not regarded as manufacturing defects.
Shipping Delays
While we work closely with our logistics partners to ensure timely delivery, shipping delays may occasionally occur due to:
- Port congestion
- Customs processing
- Carrier scheduling
- Weather conditions
- Public holidays
- Other circumstances outside our control
Refunds, compensation, or cancellations will not be provided for delays once an order has entered production or shipping.
However, our team will continue to provide shipment updates and delivery support throughout the process.
Damaged, Faulty, or Incorrect Items
Please inspect your order carefully upon delivery.
Any issues relating to:
- Transit damage
- Missing parts
- Manufacturing faults
- Incorrect items received
must be reported within 3 business days of delivery.
Reports submitted outside this timeframe may not be accepted.
Important Delivery Inspection Requirements
Due to the large and high-value nature of our furniture, we strongly recommend that customers:
- Personally receive and inspect the delivery
- Check all packaging and items before signing
- Take clear photos and videos immediately if damage is present
By signing for delivery, you acknowledge that the goods have been received in acceptable condition unless damage is clearly noted at the time of delivery.
Failure to retain sufficient evidence may affect the outcome of any damage claim.
Unpacking & Installation
Please handle all furniture carefully during unpacking and installation.
We are responsible for the original manufacturing quality of the product only and are not liable for:
- Damage caused during unpacking
- Improper handling
- Incorrect assembly
- Damage caused after delivery acceptance
Returns or refund requests after use are not supported.
As with all furniture products, reasonable wear and tear from normal use is expected over time.
Return Process for Approved Claims
If a return or replacement is approved:
- The item must be returned in its original packaging where possible
- Customers may be required to return the item to our designated warehouse
- Return arrangements must be approved by our customer service team before shipment
Unauthorised returns will not be accepted.
Resolution Process
To report an issue, please contact our customer support team and provide:
- Clear photos
- Videos where applicable
- Order details
- A description of the issue
Our team will review your claim and respond within approximately 3 business days.
Where applicable, we reserve the right to:
- Repair the item
- Replace the item
- Provide replacement parts
- Offer an appropriate solution at our discretion
Refunds are not automatically guaranteed and will be assessed on a case-by-case basis.