Return & Refund Policy

Timberline Craft Studio Sdn. Bhd. · Effective: 14 March 2026

Made-to-measure furniture cannot go back on a shelf, so honesty about refunds matters more here than in ordinary retail. This page states plainly what happens at each stage if you change your mind, and what we do when something is our fault.

If you cancel before we cut

Between paying your deposit and the start of material ordering, you may cancel for any reason and receive a full refund of your deposit, returned within 14 days by bank transfer. No forms, no deductions, no persuasion campaign.

If you cancel during fabrication

Once boards are ordered and cutting has begun, materials and bench hours are already committed to a piece nobody else can use. Cancellation at this stage incurs a charge covering materials consumed and work completed to date — we calculate it openly and show you the breakdown. Any balance of your payments beyond that figure is refunded within 14 days.

If we get it wrong

Where a delivered piece does not match the approved drawings — wrong dimension, wrong finish, wrong configuration — the remedy ladder is:

• Repair or adjustment on site where the deviation can be fully corrected;
• Remake of the affected component or piece at our cost where it cannot;
• Refund, full or proportionate, if you prefer not to wait for a remake.

Transport for any of the above is on us. “Matches the drawings” is judged against the drawings you approved, not against memory — which is why we insist on that approval step.

Transit damage

Inspect pieces with our installers at handover. Damage noted at handover is repaired or the piece remade at our cost, at your option. Please also report anything discovered within 48 hours of delivery with a photo — we honour those reports as if noted at handover.

What refunds cannot cover

• Change of mind after installation of a conforming built-in (though talk to us — modifications are often affordable).
• Natural variation in timber grain and colour, and its gradual change with age and light.
• Damage caused by other trades, water ingress, or alterations by third parties.

Warranty service is not a return

Defects appearing within the warranty period are repaired free under the warranty terms in our Terms & Conditions — no refund paperwork involved. Call first; most issues are fixed in a single visit.

How refunds are paid

All refunds go by bank transfer to the account that made the original payment, within 14 days of the refund being agreed. We will confirm the transfer by email with a reference number.

Talk to a person

Every refund conversation at Timberline happens with someone empowered to resolve it: [email protected] or +60 3-9226 4718, Monday to Saturday, 9:30am–6:30pm.