Made-to-Order Products
All our products and services are custom-made and produced strictly to order based on the customer’s confirmed design, specifications, measurements, materials, and finishes. As such, we do not accept returns, exchanges, or refunds once an order has been confirmed.
This policy is in place due to the nature of our products, which are:
- Custom-designed to individual requirements based on your selection
- Manufactured specifically for each customer
- Not resalable or reusable for other projects
Order Confirmation & Deposit
- A deposit is required to commence production.
- Once an order is confirmed and production has begun, all payments made are strictly non-refundable.
- Any request to cancel after confirmation will result in forfeiture of the deposit, as materials, production slots, and labour are immediately allocated.
Exceptions – Defects or Errors
We take quality seriously. Refunds or rectifications may be considered only under the following circumstances:
- Proven manufacturing defects
- Incorrect items supplied that do not match the final confirmed design or specifications
- Damage caused during delivery or installation by our team
In such cases:
- The issue must be reported within 7 days of delivery or installation.
- Clear photos and details must be provided for assessment.
- We reserve the right to repair, replace, or rectify the affected item before considering any refund.
- Refunds, if approved, will be limited to the affected portion only.
Exclusions
Refunds or returns will not be provided for:
- Change of mind after order confirmation
- Colour, texture, grain, or finish variations within acceptable industry tolerances
- Issues arising from incorrect site conditions, structural limitations, or measurements not disclosed by the customer
- Wear and tear, misuse, or improper maintenance
Acknowledgement
By confirming an order with us, the customer acknowledges and agrees to this Returns & Refund Policy.