Return & refund policy

The nature of bespoke work

Each piece is cut, jointed, upholstered and finished specifically for the client and the room it was briefed for. As such, completed bespoke commissions are not eligible for return on the basis of a change of mind. Please ensure you are confident in the drawings, materials and dimensions before approving production.

When a piece arrives damaged

Inspect the piece on delivery. If anything is damaged in transit, point it out to our delivery team before signing the delivery note, or write to us within 48 hours of installation with photographs. We will arrange repair, replacement or refund at our cost, depending on the nature and extent of the damage.

If something is not as it should be

If a piece does not match the approved drawings or material samples in a material way, we will return it to the workshop and rectify it at no additional cost. Travel and remedial labour for such cases are covered by us.

Cancellation

• Before drawings are signed off: full refund of the deposit, less any material samples already ordered on your behalf.
• After drawings are signed off, before timber is cut: deposit refunded less 15% of the total price (covering drawing time and material allocation).
• After timber has been cut or fabric ordered: deposit non-refundable; balance reduced pro rata for any work not yet undertaken.

Warranty repairs

Workmanship is warranted for two years from delivery and materials for twelve months. We will collect the piece, repair at the workshop and return it within four weeks where possible. See our terms & conditions for the full warranty wording.

How to start

Write to [email protected] or call +60 3-7958 6420. Please include your commission reference (printed on the brass plate beneath the piece) where possible.