Return, Refund and Exchange Policy

Return, Refund and Exchange Terms

WAREHOUSE SDN BHD is dedicated to supplying furniture that is correctly described, carefully prepared and delivered according to the customer’s confirmed order. Our product range includes dining tables, chairs, coffee tables, cabinets and other furniture for residential and commercial spaces.

Customers should review the product dimensions, materials, colours, design, functions and available variations before placing an order. As furniture may differ in size and suitability for different spaces, customers are responsible for confirming that the selected item is appropriate for its intended location.

All items sold are generally non-returnable, non-refundable and non-exchangeable unless the order satisfies one of the qualifying conditions stated below.

Qualifying Conditions

WAREHOUSE SDN BHD will consider a return, refund or exchange request when:

  • The merchant sent an incorrect item, model, colour, size or product variation.

  • The furniture received does not match the specifications, description, features, dimensions, materials or other information advertised on the website.

  • The item was spoiled, damaged or defective when delivered.

  • The delivery exceeded the estimated period provided in the Company’s Shipping Policy.

Requests caused by a change of mind, an incorrect measurement or a product being unsuitable for the customer’s available space will not normally be accepted when the delivered item corresponds with the order and advertised information.

Natural Materials and Colour Appearance

Furniture produced from wood, stone-patterned materials, leather, fabric or similar surfaces may display minor variations in grain, texture, tone and pattern. These natural or manufacturing variations may not necessarily be considered defects.

Product colours may also appear slightly different because of lighting, photography, screen brightness or display settings. A claim will be evaluated based on whether the received item differs materially from the product information advertised on the website.

Inspection Before Assembly

Customers are advised to examine the parcel and furniture components immediately upon delivery. All items should be checked before assembly, installation or disposal of the packaging.

If the furniture appears incorrect, incomplete, damaged or defective, customers should stop the assembly process and contact the Company within the required claim period. The product, packaging, shipping label, protective materials, fittings and included components should be retained for inspection.

Damage caused by incorrect assembly, improper installation, unsuitable tools, misuse, dragging, impact, unauthorised modification or failure to follow the provided instructions may not be treated as damage that existed upon delivery.

Evidence Required for Assessment

Customers requesting a return, refund or exchange must provide:

  • A clear and continuous unboxing video showing the unopened parcel, shipping label, external packaging, protective materials, furniture components and item received.

  • A clear video showing the first assembly, inspection or use of the product, where applicable.

  • Clear photographs showing the full item and close-up views of any damage, defect, incorrect component or difference from the advertised product.

  • The relevant order number, product name and a detailed explanation of the problem.

  • Photographs of the product label, packaging label, affected components or measurements where requested.

  • Any additional supporting documents, photographs or videos required by WAREHOUSE SDN BHD.

The unboxing video must be recorded continuously without cuts, pauses or edited sections. It should clearly show the condition of the package before opening and the condition of every relevant item inside the parcel.

Reporting the Issue

All return, refund and exchange requests must be emailed to ws-warehouse@outlook.com within 24 hours of receiving the item.

The customer should include the order details, explanation of the issue and all required supporting evidence in the submission. Customers must keep the affected furniture and its original packaging until the Company has completed its assessment.

Requests submitted after the 24-hour deadline will not be accepted. Claims without the required unboxing video, first-use video where applicable, photographs, order information or requested supporting documents will also be rejected.

Review and Resolution

WAREHOUSE SDN BHD will review the customer’s order, advertised product information and submitted evidence. Additional photographs, videos or measurements may be requested when necessary to determine the nature and extent of the issue.

Submitting a request does not guarantee that a return, refund or exchange will be approved. If the claim is verified and accepted, the Company will notify the customer of the available resolution and provide further instructions.

Depending on the circumstances, the approved resolution may involve a replacement component, product exchange, return or refund. Customers must not return or arrange the transportation of any furniture without first receiving written approval from the Company.

WAREHOUSE SDN BHD
Registration No.: 202501041208 (1642617-H)
Website: https://ws-warehouse.com/
Email: ws-warehouse@outlook.com