The starting point: every piece is built for you
Cleariqo does not hold stock. Every piece on our floor is being made for a specific client, to specific dimensions, in a specific wood, with a specific upholstery. For that reason the standard rules of retail return do not really apply. What we offer instead is a serious, written guarantee that the piece will be what we agreed it would be — and a remedy if it is not.
1. If something is wrong on delivery
You have fourteen days from delivery to inspect the piece and write to us with anything we may have missed — a scratch, a misaligned drawer, a fabric run, a finish blemish. We will return to the property within ten working days and remedy the issue, at our cost, either on site or by collecting the piece and returning it to the workshop.
2. If the piece is not as agreed
If the piece does not match the signed shop drawings in any material way — wrong dimensions, wrong species of wood, wrong upholstery code, wrong finish — you may either accept the piece with a price adjustment that we agree in writing, or refuse it and request that we rebuild it to the agreed specification. If a rebuild is necessary, we will absorb the cost in full and ask only that you allow us a reasonable additional period to complete it.
3. Warranty repairs & refinishing
The warranties on the joinery, finish and upholstery are set out in our terms and conditions. In summary: lifetime on the joinery and frame, ten years on the finish, five years on the upholstery, two years on hardware. Repairs within those warranty periods are carried out free of labour at the workshop. The cost of any replacement material (foam, fabric, leather, hinge) is charged at our cost price. Transport within the Klang Valley is included.
4. Refunds — when they apply
A refund of any portion of the build price applies in the following limited circumstances:
- Cancellation before drawings are approved. Any monies paid beyond the design fee are refunded within fourteen days.
- Cancellation after drawings approved, before build commences. Refund of all monies less the design fee and a ten-percent cancellation charge, paid within fourteen days.
- Cancellation after build commences. A refund of fifty percent of the build price applies; the partially built piece is, on request, delivered to you in its then-current state.
- Defective piece that we cannot economically remedy. A full refund of the build price is offered in lieu of repair or rebuild, at our discretion.
Refunds are paid by bank transfer to the originating Malaysian account within fourteen days of the refund decision being confirmed in writing.
5. Returns of bespoke goods for change of mind
Because every Cleariqo piece is bespoke, we do not offer change-of-mind returns once a commission has been delivered. We do, however, offer goodwill remedies in two specific cases:
- If a delivered piece will not pass through your doorway, lift or hallway and we did not measure the route at the design stage, we will absorb the cost of bringing it back to the workshop and re-engineering it to fit.
- If, within thirty days of delivery, you genuinely cannot live with a piece for a reason we agree is reasonable, we will at our discretion buy it back at fifty percent of the build price and re-home it through our network.
6. Excluded from warranty
The warranty does not cover damage caused by:
- Direct sunlight on the same surface for prolonged periods (uneven sun-bleaching of upholstery or top finish).
- Standing water, prolonged contact with damp cloths or vases without coasters.
- Pets or pests (claws, urine, termites originating from the building, not the timber).
- Modification or repair carried out by a third party.
- Commercial use that is materially heavier than the use we costed for.
None of these voids the underlying joinery warranty — only the surface or upholstery aspect specifically affected.
7. How to raise a return, repair or refund
Write to [email protected] with the subject line ‘Return, repair or refund’, and include the date of your order, the type of piece, and a description of the issue with photographs where helpful. We will reply within two working days with the next step.
8. Statutory rights
Nothing in this policy reduces your statutory consumer rights under Malaysian law. Where there is any conflict between this policy and the Consumer Protection Act 1999, the Act prevails.