Our pieces are made for you. Most of our furniture is made to order — built for you once your order is placed — so our cancellation and refund terms reflect that. Where we can accommodate a change, we offer store credit rather than a cash refund.
Made-to-order pieces
Made-to-order pieces — most of our range, including pre-order items — are non-refundable. If you need to cancel, you may do so before production begins, and the order can be converted to store credit, subject to approval. Once production has started, the order can no longer be cancelled.
The Kraft bench (in-stock)
The Kraft bench is held in stock. It may be cancelled within 48 hours of placing your order and converted to store credit. After 48 hours, the order stands.
Deposits
Deposits are non-refundable. A deposit may be applied to another purchase or converted to store credit.
Final sale, clearance and display items
Items marked “Final Sale”, clearance items, and display-set pieces are sold as-is and are not eligible for changes, cancellation or credit.
After delivery
Once an item has been delivered, we are unable to accept a return or cancellation for a change of mind.
Damaged or defective items
If an item arrives damaged or defective, we will repair it where possible; if it cannot be repaired, we will replace it. Please see our Warranty for full details. Your rights under the Consumer Protection Act 1999 are unaffected.
How store credit works
A 25% restocking fee applies to every eligible cancellation, including conversions to store credit. Store credit is therefore issued at 75% of the amount paid. We do not offer cash refunds.
Your statutory rights
Nothing in this policy affects your rights under the Consumer Protection Act 1999, including your rights where an item is not of acceptable quality or does not match its description.
Contact
To request a cancellation or discuss a damaged or defective item, contact our aftersales team at +60 10-983 2622 or salesmy@sonandbear.com.