Return and Refund Policy
At Samz Design, we want you to be happy with your furniture. This policy explains when returns, exchanges, and refunds are possible, and the steps to request one. As most of our pieces are made to order or custom-built, please read the conditions below carefully before placing an order.
Custom and made-to-order items
Because custom and made-to-order furniture is built to your specifications, these items cannot be returned or refunded unless they arrive damaged or faulty. We confirm all measurements, materials, and finishes with you before production to make sure your piece is right.
Damaged or faulty items
If your furniture arrives damaged or with a manufacturing fault, please contact us within 3 days of delivery with photos and your order details. We will assess the issue and arrange a repair, replacement, or refund where appropriate, at no extra cost to you.
Standard (ready-made) items
For any ready-made items that are not custom or made to order, you may request a return within 7 days of delivery, provided the item is unused, in its original condition, and in its original packaging. Return delivery costs are the customer’s responsibility unless the item is faulty.
Non-returnable items
The following cannot be returned or refunded except where faulty: custom and made-to-order furniture, items modified or assembled at your request, clearance or sale items, and cushions or fabric cut to order.
How to request a return or refund
To start a request, contact us at admin@samzdesign.com or +60 17-689 0841 with your order number, the item, and the reason. Our team will guide you through the next steps. Please do not return any item before contacting us.
Refunds
Once a return or claim is approved, we will process your refund to your original payment method. Refunds may take several working days to appear, depending on your bank or payment provider. Delivery and installation charges are non-refundable unless the item was faulty.
Need help first?
If something isn’t right, talk to us before requesting a return — many issues can be resolved quickly with a repair or adjustment. Our maintenance and repair team can often restore a piece rather than replace it.
