Return and Refund Policy

1. Custom Manufacturing Policy

Once a custom order has entered the production phase (timber selection, kiln-seasoning, or cutting), it cannot be cancelled, returned, or refunded. This is because these products are built to bespoke site measurements and design profiles that cannot be resold to other customers.

Please double-check all dimensions, door opening directions (left/right swing), and finishes with our sales team prior to approving the final Proforma Invoice (PI).

2. Exceptions & Eligibility for Replacement

We will gladly offer a free replacement or correction in the following scenarios:

• Sizing Discrepancy: The delivered door size differs from the approved dimensions on the Proforma Invoice (beyond standard wood polishing tolerance of +/- 2mm).
• Manufacturing Defects: Structural defects such as severe core gaps, structural wood cracks, or improper bonding of veneer/laminate.
• Incorrect Product: Delivery of a different design, wood specie, or laminate option than ordered.
• Transit Damage: Heavy damage occurred during shipping through our authorized transport partners.

3. Claim Process & Timelines

To file a claim for a defect or transit damage, please follow these steps:

1. Notify our team within 48 hours of receiving the shipment. Claims made after 48 hours of delivery will not be accepted.
2. Send clear high-resolution photos and video proof of the defect or damage to our WhatsApp support number.
3. For transit damages, ensure a remark is written on the transporter's copy of the LR (consignment note) at the time of unloading.

4. Resolution & Replacements

Upon verification of the defect by our production head:

• If the door or frame can be rectified, we will arrange for local repairs or adjustments.
• If the item is structurally unrepairable, we will manufacture and dispatch a brand new replacement door/item at no extra cost.
• In the rare event that the specific timber or laminate is out of stock, we will offer an alternative option or issue a store credit note/refund for the item's value.

5. Natural Wood Variations

Please note that natural solid timber, veneers, and logs have unique grain patterns, knots, texture shifts, and natural color variations. These are organic characteristics of natural wood and are not considered manufacturing defects or grounds for replacement.