Bespoke furniture is, by definition, made to your specifications. It is not stock that can be resold to another customer if returned. For that reason, returns and refunds work differently from a retail purchase. This page describes what is, and is not, possible — and where we go beyond what is strictly required.
What you can return: nothing, by default
Because each piece is built to dimensions, materials, and finishes you signed off on, we do not accept “change of mind” returns. This is not a punitive policy — it is the maths of bespoke manufacture. Once a frame is cut and upholstered to your spec, it cannot be sold to anyone else.
This is why our process front-loads the time and care. The site measure, the sample pack, the written drawings, the dry-fit photograph, and the final pre-delivery photograph all exist so that the piece on your delivery day is exactly the piece you committed to.
What we remedy at our cost
That said, there are four categories of issue that we will fix at no cost to you, regardless of when they appear within the guarantee period:
1. Build defect
If the piece does not match the agreed specification — wrong dimensions, wrong fabric on a panel, missing detail, joint already loose on delivery — we will collect, remedy and re-deliver at our cost. In rare cases where remedy is not practical, we may opt to rebuild from scratch; you will not be invoiced for the rebuild.
2. Frame failure within guarantee
A frame joint that fails through normal use within 12 years (residential) or 5 years (commercial) is repaired at our cost, including transport to and from your premises if necessary. Photos via email start the process.
3. Material defect that becomes apparent
Sometimes a fault in a leather hide, a fabric run, or a board of timber only shows itself months after delivery. If it is a defect of the material itself (not wear, not damage), we will replace the affected component within the relevant material guarantee period (24 months for upholstery, 12 years for frames).
4. The piece will not fit on delivery
Although we measure the route to your room before the build, occasionally a piece will not fit on the day — usually because a renovation has changed the route since we measured. If this happens, the maker on site will assess whether the piece can be disassembled and reassembled inside. If not, we will rework the piece (split a frame, narrow a leg detail) at our cost.
Where a refund applies
If we cannot deliver a usable piece after a reasonable remedy attempt, we will refund what you have paid. “Reasonable” here means up to three attempts to make it right, agreed in writing with you. Refunds are made to the original payment method within 14 working days of the agreed cancellation.
Partial refunds may also apply where a delivered piece is materially smaller than agreed (e.g., a chair set arrives short by one chair). In that case the refund covers the missing component, not the entire set.
What is not covered
The following are out of scope and we will quote a repair if you wish:
- Damage caused by misuse (children jumping on dining chair backs, sharp objects on leather, etc.).
- Stain or spill damage to fabric and leather. We will advise on cleaning at no cost, but spot-cleaning is the client's responsibility.
- Wear and tear consistent with normal use over years.
- Modifications made by anyone other than Zestplex (cushion refilling by a third party, for example, will void the upholstery guarantee on that specific piece).
- Damage caused by relocation by a third-party mover. We offer a moving service at cost and recommend using us where practical.
How to start a remedy request
Email [email protected] with clear photographs of the issue, your delivery date, and your invoice number. We aim to acknowledge within two working days and to attend (or collect) within fourteen days for Klang Valley addresses.
For commercial projects, the project lead remains your direct point of contact for the duration of the guarantee. We do not route service requests through a ticketing system that hides the human.
If you are not satisfied with our response
We aim to resolve every issue directly. Where we cannot, you may escalate to the Tribunal for Consumer Claims Malaysia (subject to claim thresholds) or to mediation under the Asian International Arbitration Centre as set out in our terms and conditions.