These are the standard terms on which Zestplex Bespoke Sdn Bhd (“Zestplex”, “we”) accepts commissions to design, build and deliver bespoke furniture. By signing a quote or making a deposit you confirm you have read and accept the conditions below. Where a written client agreement varies from these terms, the written client agreement takes precedence.
1. The brief and quote
Every commission begins with a written brief and a fixed-price quote. The quote includes materials, build, delivery within Peninsular Malaysia, and installation. It is valid for 60 days from the date of issue. Quotations are confidential between Zestplex and the client; please do not share with third parties.
Once a quote is signed and the deposit received, the brief is locked. Subsequent changes — dimensions, fabric, configuration — are accommodated where possible but may require a re-quote. We will not exceed the original quote without the client's written agreement first.
2. Payment terms
Standard schedule: 40% deposit to commence the build, 40% on delivery, 20% on satisfaction sign-off within fourteen days of delivery. Bank transfer to our nominated Maybank account; payment by credit card available with a 2% processing surcharge.
For commercial contracts of RM 50,000 and above, payment may be split into phase milestones agreed in writing before the build begins. For projects shipped to Sabah or Sarawak, the freight component is invoiced separately at landed cost.
3. Lead times
Indicative lead times by piece category: upholstered pieces 6–8 weeks; solid timber dining sets 9–12 weeks; bed frames 8–10 weeks; commercial fit-outs 10–14 weeks. Lead time runs from receipt of deposit, not from quote acceptance.
Where leather or fabric is being imported, lead times may extend if shipping is delayed. We will notify you in writing the moment we have reason to believe the original date will slip, with a revised date and the option to substitute material with no penalty.
4. Materials and tolerances
Bespoke furniture is built from natural materials. Timber shows grain variation; leather shows natural marks; fabric carries weave irregularities. These are characteristics of the material, not defects. Photographic and digital colour rendering may differ from the physical sample; the sample pack we send you is the authoritative reference for colour.
Dimensions of finished pieces will be within ±3 mm of agreed specifications. Tighter tolerances are available on request and are quoted separately.
5. Delivery and installation
Delivery within Peninsular Malaysia is included in the quote. We will agree a delivery window of two hours in advance, and re-confirm the day prior. The client must ensure access to the room, including lift availability if applicable. If we cannot deliver due to access issues not previously disclosed, a re-delivery fee of RM 350 within Klang Valley (RM 800 outside) applies.
On arrival, the maker will install the piece, level it on uneven floors, and complete any minor finishing required (stain touch-up, etc.). The client should inspect on the day and note any concerns on the delivery checklist; we will then either accept and remedy on the spot or schedule a return visit.
6. Guarantees
Frame guarantee: 12 years on all residential pieces; 5 years on commercial pieces. This covers structural integrity of joinery and frames against manufacturing defect. Mechanical components (sofa-bed mechanisms, hydraulic-lift gear, drawer slides): 5 years. Upholstery, foam, leather and timber surface finish: 24 months against defect; reasonable wear and tear is not a defect.
Service requests during the guarantee period should be emailed with photographs. We aim to attend within fourteen days for Klang Valley and within thirty days elsewhere in Peninsular Malaysia. Travel and parts within the guarantee terms are at our cost.
7. Cancellation
You may cancel a commission before the build begins by written notice; the deposit will be refunded less RM 800 (or 5% of order value, whichever is greater) for design and brief work already completed. After the build begins, the deposit is forfeit. After upholstery work has started, the second instalment may also be due in part — see clause 8.
8. Limitations
Our liability is limited to the value of the affected piece. We are not liable for consequential losses (e.g. event cancellation, hotel opening delays) however caused. Force majeure events (natural disaster, government restriction, port closure) suspend obligations until the event resolves.
9. Intellectual property
Drawings and designs created during the brief stage remain the property of Zestplex. They may not be shared with third parties or used by other workshops to build a duplicate piece. Once your piece is delivered, you of course own it outright and may resell or modify it.
10. Governing law
These terms are governed by the laws of Malaysia. Any dispute that cannot be resolved by direct discussion will be referred to mediation under the Asian International Arbitration Centre in Kuala Lumpur before any litigation.
If anything here is unclear before you commit, ask. We would rather explain a clause now than have it become an issue later.