Custom furniture is cut for one space: yours. That makes returns work differently than in a retail store, and we would rather explain the rules plainly up front than argue about them later. This policy applies to all orders from Gardenbase Furniture Industries Sdn. Bhd. and sits alongside our Terms & Conditions and your rights under the Consumer Protection Act 1999.
1. The short version
- If we built it wrong, we fix it or rebuild it at our cost — full stop.
- If it was damaged in delivery or installation by us, same answer.
- If you cancel before we start cutting, you get your money back less real costs.
- If the piece matches the approved drawings but you have changed your mind, a made-to-measure piece cannot be "returned" the way a shop item can — but we will still try to help.
2. Defects and our mistakes
Report any defect, wrong dimension or deviation from the approved drawings within 7 days of handover (or at handover — we walk every piece with you). We will inspect within 5 working days and, at our choice, repair on site, take the piece back for rework, or rebuild it entirely. All costs, including transport, are ours. If a defect cannot be remedied after two attempts, you may elect a refund for the affected item.
3. Delivery damage
Our own crews deliver and install, so there is no courier to blame — if something arrives chipped, scratched or cracked, note it during handover and it becomes a Section 2 case. Damage discovered after handover of an accepted piece is assessed fairly: manufacturing-related failures fall under warranty; impact damage from use does not.
4. Cancellations and refunds
| When you cancel | What you receive back |
|---|---|
| Before drawing approval | Full deposit, less costs actually incurred (typically nothing) |
| After approval, before cutting begins | Deposit less design time and any materials already ordered for your job |
| After cutting begins | No refund of the deposit; the pre-delivery balance is not yet due and is not charged |
| After delivery of a conforming piece | No refund — see Section 5 for what we can still do |
Approved refunds are paid within 14 days to the account the deposit came from.
5. Changed your mind about a finished piece?
It happens — a sofa turns out bigger than it felt in the showroom of your imagination. While we cannot resell a wardrobe built around your beams, we can often: adjust or refinish the piece at cost; remake doors or fronts in a different finish at a reduced rate; or, for freestanding items in perfect condition, occasionally take them on consignment. Call us. An honest conversation costs nothing.
6. Restorations and repairs of client-owned furniture
For restoration work on furniture you already own, refunds apply only to work not yet performed. Where a restoration outcome is uncertain (very old or previously repaired pieces), we say so in the quotation before you commit.
7. How to raise a claim
Email [email protected] with your order reference, photos and a description, or call +60 3-7832 4415. Claims are acknowledged within 2 working days. Nothing in this policy limits rights you hold under Malaysian consumer law.