Inspection window — 14 days from delivery
You have fourteen calendar days from the date of delivery to inspect your commission and report any concern. We ask that you sit on it, lie on it, open every drawer and run a hand over every surface. If something is wrong, write to [email protected] with photographs and a description.
Situation one: the piece is damaged in transit
Even with our white-glove crew and double-walled crating, accidents can happen. If we deliver a piece and you discover damage during inspection, we will collect it, repair it in the workshop, and re-deliver — at no cost to you. If repair is not possible (rare), we rebuild the piece. Either way, the timeline is set out in writing within five working days of receiving your report.
Situation two: the piece does not match the signed-off specification
If the delivered piece deviates from the drawings, fabric or finish that you approved in writing — for example, the leg profile is wrong, the upholstery is sewn in the wrong direction, or a dimension is off by more than 15mm — Boldtura accepts the deviation as our fault. We remediate at no cost. If remediation is not practical, we refund 100% of the price paid and collect the piece.
Situation three: you have changed your mind
This is the situation we cannot reverse. Because every commission is built around your specification — fabric cut, timber jointed, springs tied — the piece cannot be re-sold as new. Change-of-mind returns are not accepted. This is why we invest time at the drawing and sample stage, and why we send a fabric box rather than asking you to pick from a screen.
Aftercare
Independent of returns, we offer a no-fee adjustment visit within the first six months of delivery for issues such as slipcover settling, a loose foot, or cushion fill that wants re-bouncing. Email [email protected] and Ravi’s team will book a visit.
Refunds
Any refund authorised under situations one or two is issued via the same method used for the original payment, within fourteen working days of the piece being collected and inspected at our workshop. We do not deduct restocking fees from refunds that are our fault.
Disputes
If we cannot agree on a resolution, the dispute is referred to mediation through the Malaysian Mediation Centre under the terms set out in our Terms & Conditions. Most issues are resolved long before that step.
If something is wrong with a piece we made, please write to us — we want to know, and we want to fix it.