Return & Refund Policy

Design and build work is not a boxed product, so "returns" here mean something specific: how payments, cancellations, defects and supplied goods are handled fairly. This page states our standard positions; the signed contract for your commission is always the governing document.

1. Consultation fees

The first consultation is complimentary. Where a paid feasibility study or measured survey is commissioned, its fee is stated in advance and is non-refundable once the work has been carried out — but it is credited in full against the design fee if you proceed to a commission within six months.

2. Design fees

Design fees are billed in stages (brief, concept, developed design, material book). You may end the engagement at any stage boundary: completed stages are payable, uncommenced stages are refunded in full within fourteen days, and you keep the documents for the stages you have paid for.

3. Construction payments and cancellation

Build contracts are billed against certified site milestones, so payment always follows completed work rather than preceding it. If you cancel after the contract is signed, you are liable for work executed to date, materials already fabricated or ordered against your specification (custom joinery and cut stone cannot be resold), and demobilisation costs. Any unearned balance of payments made is refunded within thirty days of the cancellation account being agreed.

4. Custom-made items

Joinery, stonework and upholstery made to your specification are excluded from change-of-mind returns once fabrication has begun — they exist only because you ordered them. If a custom item arrives defective or does not match the signed drawings and material book, we repair, remake or replace it at our cost, at our option, without argument.

5. Supplied furnishings and appliances

Catalogue furniture, lighting and appliances we procure for you carry their manufacturers' warranties, which we administer on your behalf during the commission. Unopened catalogue items may be returned within fourteen days of delivery subject to the supplier's own terms and any restocking charge they impose; we pass such charges on at cost, adding nothing.

6. Defects and after-care

Every commission includes a twelve-month defects liability period from practical completion. Report a defect by email with a photograph and we will inspect within ten working days and rectify at our cost where the defect arises from our workmanship or materials. Scheduled after-care visits at three and twelve months are part of the service, not chargeable extras.

7. How refunds are paid

Refunds are made to the account that made the original payment, in Ringgit Malaysia, within the periods stated above. We do not issue refunds in cash or to third-party accounts.

8. Questions and disputes

Raise any payment or refund question first with your creative lead, or write to [email protected]. Unresolved disputes follow the dispute-resolution clause of your contract and, failing that, the jurisdiction of the Malaysian courts.