Bespoke furniture cannot go back on a shelf — each piece is built to one client's measurements and has no second buyer. That reality shapes this policy, but it does not excuse us from fairness. Here is exactly where you stand at every stage of a commission with Dogly Craftworks Sdn Bhd.
Cancelling before drawing approval
If you have paid a deposit but not yet approved the drawing, cancel any time for a full refund, less any site-survey cost we have already incurred (stated on your quote, typically RM 150 within Johor Bahru).
Cancelling after approval, before cutting
Between drawing approval and the start of cutting there is usually a short materials-ordering window. Cancel in this window and we refund your deposit less the cost of any timber, fabric or hardware already ordered for your piece — with receipts shown.
Cancelling during the build
Once your timber is cut, the deposit is committed: it has become labour and materials shaped to your commission. We will complete and deliver the piece, or — if you prefer to walk away — release you from the balance and retain the deposit. We will always tell you which stage your commission is at when you ask.
If the piece arrives damaged or wrong
Inspect the piece with our delivery team at installation. Transport damage or any deviation from the approved drawing is our problem, fixed at our cost: repair at your premises where possible, or return to the workshop for rework with redelivery free of charge. For crated East Malaysia deliveries, note damage on the delivery order and photograph it within forty-eight hours of receipt.
If a defect appears later
Structural defects within five years (three years for commercial pieces) and upholstery or finish defects within one year are warranty matters — contact us and we will arrange inspection, collection and repair at no cost. Fair wear, misuse and environmental damage are excluded; our assessment is shared with you in writing either way.
Change of mind after delivery
We cannot refund a completed bespoke piece because tastes changed — but we do not leave you stranded either. We offer paid alterations (re-upholstery, refinishing, resizing where the joinery allows), and we will honestly advise on resale value, as solidly built furniture holds it well.
How refunds are paid
Approved refunds are returned by bank transfer to the account that paid, within fourteen days of the refund being agreed. We do not issue store credit unless you request it.
Questions or disputes
Raise anything with us first at [email protected] or +60 7-352 8194 — most disagreements end over a workshop table. Nothing in this policy limits your rights under the Consumer Protection Act 1999, and you may refer unresolved disputes to the Tribunal for Consumer Claims Malaysia.