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Return & refund policy
What happens when a door arrives damaged, wrong, or not as it should be - and what we cannot take back.
Made to order changes things
Almost everything we ship is cut to a dimension you gave us, in a timber you chose, machined for hardware you specified. A door built for a 1035mm opening has no second home. That is why this policy is not a fourteen-day change-of-mind policy - it is a policy about things being right.
Check the delivery before you sign
Please open the wrapping and look at each leaf and frame while the driver is still there. Note any visible damage on the delivery document and photograph it. Damage in transit reported at that moment is replaced without argument. Damage reported three weeks after doors have been standing on a building site is much harder for either of us to attribute fairly.
If something is wrong with the goods
Tell us within seven days of delivery for anything visible, and as soon as it appears for anything that develops later within the warranty period. Send the order reference, photographs of the whole leaf and close-ups of the problem, and a note of where the doors have been stored.
We will inspect - in person if you are within Penang or Kedah, by photograph and video elsewhere - and then do one of three things: repair on site, remake the item, or credit it. The choice is ours but we will explain the reasoning. Remade items go to the front of the production queue.
If we got the order wrong
If the item does not match the approved shop drawing, we collect it at our cost and remake it at our cost. No restocking charge, no argument about who measured what, because the drawing is the record and either it matches or it does not.
Cancellation before production
You may cancel in writing at any point before shop drawing approval and we refund the deposit in full, less any charge for design time already spent, which we will have flagged in advance. After drawing approval, cancellation is possible until timber is cut, subject to a charge covering materials committed and slot reservation. Once machining has begun, made-to-order items cannot be cancelled.
What we cannot accept back
- Doors modified after delivery: trimmed, drilled, planed, stained or painted by others.
- Doors damaged by storage on a wet or unventilated site, or hung before wet trades dried.
- Leaves that were supplied raw and never sealed on all six faces.
- Natural variation in grain, colour or figure within a species, and darkening with age.
- Ironmongery supplied by you and fitted by us, where the fault lies in the ironmongery.
Stock and showroom items
Undamaged stock items still in their original wrapping may be returned within fourteen days of collection for a refund less a fifteen per cent handling charge and any transport cost. Made-to-order items are excluded from this paragraph.
How refunds are paid
Approved refunds go back by bank transfer to the account that paid, within fourteen working days of agreement. We do not issue cash refunds and we do not offset refunds against future orders unless you ask us to.
Talk to us first
Ring +60 4-505 7180 or write to [email protected]. In thirty years the number of disputes we have not settled with a phone call and a visit is very small, and we would like to keep it that way.