Refund policy

Effective Date: August 2026

We value your trust and are committed to providing quality furniture and a transparent shopping experience.

This Return and Refund Policy applies to purchases made through the Value Design Furniture website and should be read together with our Terms of Service, Shipping Policy, and Warranty Policy.

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1. Order Cancellation

Once payment has been completed, your order is considered confirmed.

Confirmed orders are not eligible for free cancellation.

If the order has not yet been collected by SkyNet Express and no shipping cost has been incurred, the 30% deduction will apply.

This cancellation rule also applies when cancellation is requested because of:

1. A change of mind;
2. An incorrect product, size, or colour selection;
3. Incorrect information provided during checkout;
4. The customer being unable to receive the order.

If you need to request a cancellation, contact our Customer Service team as soon as possible. Submitting a cancellation request does not guarantee that it will be approved.

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2. Refusal of Delivery

We do not accept delivery refusal without a valid product-related reason.

If a customer refuses to accept an order because of a change of mind, customer unavailability, an incorrect selection, or another reason unrelated to a verified product issue, the refusal will be treated as an order cancellation.

If the parcel appears damaged upon arrival, please take clear photographs or videos and contact our Customer Service team for assistance.

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3. Damaged, Defective, Incorrect, or Missing Items

Please inspect the product and its parts after receiving and unboxing your order.

If the product arrives damaged, defective, incorrect, or with missing parts, notify us within 7 days of receiving the order.

Please provide:

1. Your order number;
2. Clear photographs of the product and packaging;
3. A clear video showing the affected area or missing part, where applicable;
4. A short description of the issue.

Send the required information through WhatsApp at +6017-615 0600.

Claims without sufficient photographs, videos, or order information may take longer to assess.

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4. Replacement Parts, Returns, and Warranty Claims

For an approved claim involving damaged, defective, or missing parts:

1. Replacement parts will be delivered free of charge;
2. Our Customer Service team will provide further instructions;
3. Once the replacement part has been delivered and successfully assembled, the case will generally be considered resolved.

If our Customer Service team determines that the complete product must be returned, we will provide return instructions and cover the return shipping cost for the approved claim.

Customers should not return a product without first receiving confirmation and instructions from our Customer Service team.

All products are covered by a 1-year manufacturer warranty.

The warranty does not cover damage caused by:

1. Incorrect or improper assembly;
2. Failure to follow the assembly manual or video;
3. Misuse, accidental damage, or unauthorized modification;
4. Normal wear and tear.

Multiple replacement-part claims may be reviewed within the 1-year warranty period when the issue is verified as a manufacturing defect.

Delivery-related damage, incorrect items, and missing parts must be reported within 7 days. Manufacturing defects discovered after this period may still be reviewed under the 1-year manufacturer warranty.

Special cases will be reviewed by our Customer Service and management teams.

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5. Exchanges

We do not generally offer product exchanges for change-of-mind purchases, incorrect selections, or personal preference.

If an exchange is exceptionally reviewed and approved, the customer must bear:

1. The original shipping cost; and
2. The return shipping cost for the first product.

An exchange must not be arranged or returned without prior written confirmation from our Customer Service team.

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6. Refund Processing

Once a refund has been approved:

1. We will process the refund within 14 working days;
2. The refund will be credited to the original payment method used during checkout;
3. Refunds are subject to the processing procedures and timelines of the relevant payment gateway, bank, or card issuer.

After we process the refund, your payment provider may require additional time before the amount appears in your account.

For example, a payment made using a Maybank credit card will be processed according to Maybank’s applicable refund timeline.

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7. Consumer Rights

We do not provide unconditional returns or refunds for change-of-mind purchases.

Returns, replacements, or other remedies may be provided when a product is:

1. Damaged or defective;
2. Incorrect or missing parts;
3. Not of acceptable quality;
4. Not consistent with the product description;
5. Otherwise eligible for a remedy under applicable Malaysian consumer law.

Nothing in this Policy limits the rights available to customers under the Consumer Protection Act 1999 (Malaysia).

The appropriate solution may include replacement parts, product replacement, return, or refund, depending on the verified issue and applicable legal requirements.

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