Returns & refunds
Bespoke timber structures aren’t something you can put back in a box. Here’s how we handle the situations that do come up — cancellations, deposit refunds and the rare cases where we need to remediate something we built.
Last revised: 22 March 2026.
The nature of bespoke work
Every structure we deliver is sized, jointed and finished for a specific plot. There is no resale market for a 4.6 m hexagonal pavilion that was built for a particular hillside in Cheras. For that reason our refund and return policy is intentionally narrower than for off-the-shelf products, but where it applies we will follow it without delay.
Cooling-off after signing
You may cancel a signed quotation, in writing, within seven working days of signature for any reason. If we have not yet ordered timber for your project, the deposit is refunded in full less a flat RM 600 administration charge covering the survey visit and CAD drafting.
Cancellation after timber is ordered
Once timber has been allocated to your project (typically eight to ten working days after signing), the deposit becomes non-refundable. If you cancel after this point we will, however, credit 50% of the deposit value towards any future commission within twelve months.
If the structure as delivered is not what you ordered
If the structure differs materially from the signed drawings — wrong size, wrong species, wrong roof finish — tell us within fourteen days of practical completion. We will rectify the discrepancy at our cost, including any necessary re-installation. If for some reason rectification isn’t possible, we will refund the proportion of the contract value affected.
Latent defects under warranty
The warranty terms in our Terms & Conditions cover repair or replacement of defective timber, joinery and hardware within the stated periods. The default response is to repair, not refund — but we will offer a partial refund if a fair repair isn’t practical.
Add-ons and accessories
Free-standing accessories that we resell — cushions, festoon lights, replacement rope — can be returned unused in original packaging within fourteen days for a full refund minus return shipping.
How to make a request
Email [email protected] with your project number (top of any document we’ve sent you) and a clear description. For latent-defect reports a couple of well-lit photographs help us route the visit to the right technician.
We will respond inside three working days, in most cases with a date for the workshop or a remediation visit.
Refund mechanics
Where a refund is due, we transfer it to the same account that paid the deposit. Refunds typically arrive within five to ten working days through FPX or IBG.
Statutory rights
Nothing in this policy reduces any rights you have under Malaysian consumer law, including the Consumer Protection Act 1999 where applicable to your purchase.