Return & refund policy

Every piece we make is built to dimensions, materials and finishes you have approved in writing. We cannot accept returns of bespoke pieces for change-of-mind reasons, in the same way a tailor cannot accept the return of a fitted suit. We are, however, very clear about what we do offer and we work hard to make sure the brief is right before we cut a single board.

Before the piece is built

You can cancel a commission at any time before production begins (i.e. before drawings are signed off and the deposit is paid) for a full refund of any consultation fee or sketch fee paid. After production begins, see clause 5 of our terms & conditions for how a partial refund is calculated.

If a piece arrives with a manufacturing defect

Inspect the piece on delivery and note any visible defect on the delivery sheet our team carries. Email [email protected] within 14 days with photographs of the issue. We will respond within two working days with one of:

• An on-site repair, performed by our finisher within 14 days
• Collection of the piece for workshop repair (free, with a temporary loan piece where practical)
• In rare cases of structural defect, a full rebuild at no additional cost

This is all at our cost. You do not pay for repair labour, materials, transport, or any of it.

If a piece arrives damaged in transit

White-glove delivery is performed by our own team, not a courier. We unwrap each piece in front of you. If transit damage is found, we either repair on the spot, or take the piece back to the workshop and return it within 7 working days. The delivery sheet is your record of the issue.

What is not a defect

Bespoke handmade furniture has variation. The following are not manufacturing defects and are not covered by this policy:

• Variation in wood grain, knot pattern or natural colour between samples and finished piece (we use real timber)
• Minor weave variation in natural-fibre fabrics
• Settling of foam during the first 30 days (cushions plump back up with rotation and a slap)
• Wear from misuse, pets, sharp objects, water or fire
• Fading from prolonged exposure to direct sunlight

The refurbishment service

For age-related wear — sagged foam, worn cover, scratched finish — we offer an open-ended refurbishment service for our own pieces. There is no time limit. Bring the piece back to the atelier (or arrange collection through us) and we will quote the work at cost-plus, not retail. Most of our customers send pieces back at year 7 or 8 for a foam refresh and stay with the original cover for another decade.

Refund timing

Where a refund is agreed under this policy, we process it within 7 working days via the same payment method used for the original payment. For online bank transfers, the refund will appear in your account within 1 to 3 banking days after we process it.

Contact for returns & refunds

Email [email protected] with the subject "Return or refund — [your invoice number]". Phone the studio on +60 3-7956 3210 if it is urgent.