The nature of bespoke work
Pieces we build are made-to-measure for your room, dimensions and timber selection. They have no general resale value to the next buyer, which is why bespoke furniture is excluded from the “14-day return” rules that govern off-the-shelf retail. We have built our return and refund approach around the realities of made-to-order work — and we believe it is fairer to both sides than a generic policy would be.
The acceptance checklist at delivery
On installation day, before we leave, we walk the piece with you and tick through a written checklist covering:
- Dimensions as drawn (within ±2 mm on cabinetry, ±3 mm on freestanding furniture).
- Timber species and finish matching the quote.
- All moving parts (drawers, doors, hardware) operating as intended.
- Visible surfaces free of marks, dents and tool witness lines.
- Levelling and alignment with adjacent walls or flooring.
You sign the checklist only when satisfied. Anything noted as open at this point is addressed before the final 10% payment falls due. This is the moment at which most concerns are resolved.
If something is wrong
Things we will always put right at our cost within the warranty period:
- Joinery that fails under normal use.
- Finish degradation that is faster than expected for the species and use.
- Hardware that fails (we replace; the manufacturer's warranty also still applies).
- Doors or drawers that go out of true beyond seasonal adjustment.
- Any deviation from the agreed dimensions outside our tolerances.
The settling visit
Six months after install we return — at our scheduling, by appointment with you — for a complimentary settling visit. We re-tune any seasonal movement in drawers and doors, retighten any hardware that has worked loose, and address any small finish marks accumulated in normal use. This visit usually takes one to three hours. Most clients tell us afterwards that it was the moment the piece felt fully “theirs”.
What is not covered
- Change of mind after acceptance. Bespoke commissions cannot be returned because the piece no longer fits your plans for the room. We will, however, often help you re-sell the piece privately at our cost.
- Damage from accidents, misuse, modifications by other tradespeople, or extreme humidity environments outside the residential norm.
- The natural ageing of timber — colour deepening, slight movement, the occasional small hairline check in end grain. These are features, not faults.
- Surface scuffs and marks accumulated in normal household use after the six-month settling visit.
How to request remedial work
Write to [email protected] with photographs of the issue and a short description of when it appeared. We will respond within three working days with a proposed inspection date. If the issue is within warranty scope, we book remedial work at our cost. If it falls outside warranty, we will quote at studio rates before doing any work.
Refunds for cancelled commissions
If a commission is cancelled before timber is cut, you are refunded in full less an administration fee of RM 350. If cancelled after cutting begins, the deposit is retained against work and materials already committed, with a written reconciliation. Refunds are issued to the original payment method within fourteen working days.
Standing models and studio-stock pieces
Occasionally we have a small number of standing-model pieces (made for the studio floor or trade shows). These can be purchased directly and follow a 14-day inspection return policy from delivery, provided the piece is returned in the condition it left us. Delivery and re-delivery costs are met by the buyer.
Contact
For anything specific, including questions about a piece we made years ago, the fastest route is [email protected]. We genuinely want every piece we have made to keep performing well over its life.