• Report the issue within 2 business days from the delivery date.
• Initiate the return process on your trade account under the ‘My Returns’ section.
• Always reference the Product Code and Order Number.
• Attach a photo of the defect and provide a concise description to assist our returns team in evaluating your claim.
• We aim to review and respond to your request within 2-5 business days.
• If your claim is approved, we’ll schedule a pick-up on a mutually agreed date. After verifying the defect or damage, we’ll offer one of the following solutions based on your claim:
• (a) Credit note issuance
• (b) Discount provision
• (c) Full or partial refund
• (d) Product replacement
• (e) Product repair

We don’t operate on a ‘sale or return’ model. If you or your customers reconsider the purchase, we won’t facilitate returns since we don’t bear responsibility for change of mind. Those using our Retail service should be well-versed with their legal duties before ordering from us. The responsibility to accept the product, including any failed or redirected deliveries, rests with the account holder. If a product is returned to the Company, it’s deemed as ‘unusable’ and only holds a minimal residual value.

Once a bespoke product is in production or in transit, we don’t entertain cancellations, refunds, or replacements. However, if the item is delivered damaged, and upon providing adequate proof of the damage, we’ll organise a pick-up and offer a replacement or refund.

Executed back orders are handled like regular orders. Hence, our standard procedures and return policies apply.

All our products are individually handcrafted. Most items are made from solid wood, leading to natural variations in size, color, finish, texture, grain patterns, knots, and wood movement. It’s crucial for customers to understand the unique nature of our hand-made wood products to prevent any future dissatisfaction. We won’t classify the following natural variations as defects:

• Variations in wood shades or finishes.
• Minor design deviations from images, e.g., carvings not matching the displayed image.
• Small filler marks, provided they don’t dominate the item.
• Dimensional discrepancies within acceptable limits, including shelf positioning, overall size, etc.
• Two items not being identical. For exact matches, customers should opt for ‘bespoke’ orders.
• Fabric patterns not aligning with images or fabric colors differing due to computer display variations.
• Gaps around drawers and doors for temperature adjustments.

Minor imperfections in painted or screen-printed items, as they’re hand-made and not machine-produced.