TERM & CONDITIONS

1. Website Use

1.1 By accessing our website or making a purchase, you agree:
1.1.1 To use the site only for lawful purposes.
1.1.2 Not to transmit any malware, spam, or unauthorized advertising.
1.1.3 Not to interfere with or disrupt the operation of the site or servers.
1.1.4 That we may refuse service to anyone at any time for any reason.

1.2 You are responsible for maintaining the confidentiality of your account and password.
1.3 Any unauthorized use of your account should be reported to us immediately.

2. Products, Orders & Payment Terms

2.1 All products displayed on this Website constitute an invitation to treat and do not form a binding offer.
2.2 We reserve the right to accept or reject any order at our sole discretion.

2.3 Reasons for order rejection may include, but are not limited to:
2.3.1 Product unavailability
2.3.2 Pricing or content errors
2.3.3 Multiple orders to the same address
2.3.4 Suspected reseller or fraudulent activity

2.4 Full payment is required before delivery of any product unless otherwise stated in writing.
2.5 Payment terms must be strictly adhered to by the buyer.
2.6 We reserve the right to withhold delivery, installation, or services if payment obligations are not fulfilled.

2.7 Once an order is confirmed, cancellation and refund are strictly not allowed.

2.8 In lieu of cancellation, customers may request to:
2.8.1 Change to another product of the same value or higher value
2.8.2 Any price difference shall be borne by the customer
2.8.3 No refund will be made for lower-value exchanges

2.9 Orders will be processed on the next working day after payment is received.

3. Pricing, Modifications & Manufacturing

3.1 All prices are listed in Ringgit Malaysia (MYR) and are subject to change without prior notice.
3.2 We reserve the right to modify, update, or discontinue any product at any time.
3.3 While we strive to ensure accuracy in product descriptions, images, and pricing, we do not guarantee that all content is error-free or that colours will be displayed accurately across all devices.

3.4 Any alteration or modification to a confirmed order requested by the buyer shall be subject to additional charges.
3.5 No modification, cancellation, or refund will be entertained once manufacturing or production has commenced.
3.6 Any default, delay, or defect affecting one or more items shall be treated as a separate and isolated issue and shall not entitle the buyer to cancel the entire order.

4. Delivery, Logistics & Installation

4.1 The confirmed order will be processed on the next working day after payment is received.
4.2 The arrangement for delivery may take 3 to 28 working days as shown on each item page stated as ‘within 2-3 weeks’.

4.3 Delivery schedules are estimated only and may be subject to change due to product availability, production timelines, logistics constraints, or unforeseen circumstances beyond our control.

4.4 Our delivery team operates Monday to Saturday, 9:30am – 6:00pm, excluding public holidays.

4.5 Customers are responsible for:
4.5.1 Ensuring delivery access is available
4.5.2 Obtaining building management permits (if applicable)
4.5.3 Ensuring lifts, stairwells, doorways, and access paths can accommodate the furniture dimensions

4.6 Items will be delivered and assembled by our in-house delivery team.
4.7 In certain circumstances, items may be delivered separately due to product nature or availability, without additional delivery charges.

4.8 A confirmation call will be made 1–2 days prior to delivery. Customers must be present at the agreed delivery time.
4.9 Our delivery team will wait a maximum of 30 minutes upon arrival.
4.10 Missed deliveries due to customer unavailability may incur re-delivery fees.

4.11 In the rare event of an incorrect item being delivered, customers must notify us within 24 hours for replacement arrangements.
4.12 Delivery to remote or regional areas may require additional delivery time.

5. Shipping Charges

5.1 Shipping charges are calculated based on the delivery zone and product value.

5.2 Area Cover & Charges:
5.2.1 Klang Valley, Putrajaya & Selangor – Free Delivery
5.2.2 West Malaysia (except Klang Valley, Putrajaya & Selangor) – RM 300

5.3 Outstation delivery date will be informed after the purchase.
5.4 Shipping estimates may be previewed by entering the state on the product page.
5.5 Final charges will be shown during checkout after full address submission.

6. Access Limitations & Extra Charges

6.1 Delivery fees do not include non-accessible floors without elevators.

6.2 Staircase delivery charges:
6.2.1 RM50 per floor, starting from the 3rd floor and above (for landed properties without lift)

6.3 For properties with elevators, customers must ensure lift size suitability before delivery.

6.4 We reserve the right to cancel or reschedule delivery if the delivery route is deemed unsafe or unfeasible (e.g. narrow stairways, obstructions).
6.5 Delivery will be rearranged using a non-hazardous method.

7. Rescheduling, Service Return & Additional Costs

7.1 A RM100 rescheduling fee applies for delivery changes requested within 48 hours of the scheduled date.
7.2 A RM100 service return fee applies if a return visit is required for reasons not caused by product defects.
7.3 Any additional costs incurred for dismantling, reinstallation, return handling, or special access arrangements shall be borne by the buyer.

8. Holding of Orders & Storage

8.1 Confirmed orders may be held at our warehouse for a maximum of six (6) months from the date of final payment.
8.2 Include storage charges price.
8.3 We reserve the right to impose storage fees for items remaining uncollected 14 days after the agreed delivery date.

9. Disposal & Export Services

9.1 Furniture disposal services are available upon request and must be indicated during checkout.

9.2 Disposal fees:
9.2.1 Start from RM50 and above, depending on size and quantity

9.3 Old mattress disposal service (Klang Valley only):
9.3.1 RM150 per mattress, per location (non-refundable)
9.3.2 Includes pickup, manpower, and disposal only
9.3.3 Does not include relocation to another address

9.4 Any special packing services, export handling, or levy duties requested for export shipments shall be borne by the buyer, unless otherwise stated in writing.

10. Inspection, Returns & Refunds

10.1 Upon delivery, customers must inspect all items immediately.
10.2 Any defects, damages, or issues must be reported within 24 hours from the delivery date.

10.3 We offer a 120-night trial on eligible Nosto Mattresses Cloud Series:
10.3.1 Return may be initiated after 60 nights of use
10.3.2 Within 120 days from purchase date

10.4 Returned items must be in acceptable condition and securely packaged.
10.5 Items that are stained, damaged, misused, or used for non-personal purposes are not eligible for refunds.

10.6 Approved refunds, if applicable, will be processed within 30 days.

10.7 Our home trial is limited to one product per category, per household.

10.8 Returns are only accepted if the product is in good hygienic condition.
10.9 Only manufacturing defects will be considered for exchange or return.

10.10 Strictly Excluded from Warranty Coverage Commercial, rental, hostel, Airbnb, office, event, or heavy-use applications unless specifically covered in writing.

NOTE: Returns are only accepted if the product is in good hygienic condition. Items that are dirty, torn, or damaged due to misuse (e.g. stained cover, broken zipper) are not eligible for return. Only manufacturing defects will be considered for exchange or return.

11. Privacy Policy

11.1 By using this Website, you agree to the collection and use of personal data including your name, address, contact details, and browsing behavior.
11.2 We do not sell your personal data.
11.3 Full details are outlined in our Privacy Policy.
11.4 You confirm that all information provided is accurate and up to date.

12. Intellectual Property

12.1 All content on this Website is the property of Couch Designs or its licensors.
12.2 It is protected under Malaysian intellectual property laws.
12.3 Unauthorized use may result in legal action.
12.4 Permission requests must be made directly to us.

13. Limitation of Liability

13.1 Couch Designs Sdn Bhd shall not be held responsible for any loss or damage arising from:
13.1.1 Inaccuracies on the site
13.1.2 Service interruptions
13.1.3 Viruses or malware
13.1.4 Third-party links
13.1.5 Delayed or failed deliveries beyond our control

13.2 Total liability shall be limited to the amount paid for the product.

14. General Provisions

14.1 These Terms are governed by the laws of Malaysia.
14.2 If any part is unenforceable, remaining sections remain valid.
14.3 In the event of merger or acquisition, data may be transferred.
14.4 Contact: couchdesigns.studio@gmail.com / +60 19-202 6760

15. Payment

15.1 Full payment is required upon order confirmation unless otherwise agreed in writing by the Company.

16. Custom-Made / Made-to-Order Items

16.1 All custom-made items follow confirmed specifications.
16.2 Once production has commenced, items are not cancellable or refundable unless defective.
16.3 Subject to Akta Perlindungan Pengguna 1999 (Akta 599).

17. Refund Processing

17.1 Refunds shall be processed after approval.
17.2 Within up to fourteen (14) working days.
17.3 In accordance with Company policy and Akta Perlindungan Pengguna 1999 (Akta 599).

18. Delay, Discontinuation, or Unavailability

18.1 In the event of delay, product discontinuation, or unavailability, the Company may, where appropriate and subject to approval, offer the Buyer an exchange for a product of equivalent or higher value.
18.2 Any additional amount payable for an upgraded product shall be borne by the Buyer. 

19. Consumer Rights

19.1 These Terms are subject to Akta Perlindungan Pengguna 1999 (Akta 599).
19.2 Statutory rights are not excluded or limited under applicable law.

20. Buyer’s Acknowledgment and Acceptance

20.1 Buyer confirms acceptance of Terms upon signing documents.
20.2 All relevant terms  including payment, delivery, storage charges, inspection, refund    processing, acceptance of goods, and warranty scope and exclusions have been explained prior to purchase.

21. Product Specification Confirmation

21.1 Buyer confirms all product details, including model, dimensions, colour, material, fabric or leather selection, leg design, configuration, and any custom specifications, have been checked and confirmed before order confirmation.
21.2 Any description, quotation, drawing, invoice, or sales order signed by the Buyer shall form the basis of the order. 

22. Natural Variation and Sample / Display Differences

22.1 The Buyer acknowledges that products made from natural or upholstered materials may show reasonable variations in grain, veining, texture, stitching appearance, colour tone, softness, pattern placement, or finish.

22.2 Reasonable differences between sample swatches, display units, catalogues, photographs, and the final delivered goods shall not by themselves be treated as defects, provided the goods substantially correspond with the confirmed order. 

23. Written Confirmation of Variations

23.1 Any request for variation, special promise, delivery arrangement, or product specification change shall only be binding if confirmed in writing by the Company. 

24. Warranty Terms

24.1 This warranty applies strictly and only to proven manufacturing defects arising under normal household use during the applicable warranty period stated by the Company.

24.2 For the avoidance of doubt, this warranty does not cover dissatisfaction with comfort, personal preference, misuse, abuse, accidental damage, improper handling, poor maintenance, infestation, environmental conditions, commercial use, unauthorized modification, or normal wear and tear. 

24.3 All warranty claims are subject to the Company’s inspection, verification, and written approval. Submission of a complaint does not automatically constitute admission of defect, liability, repair obligation, replacement obligation, or refund entitlement. 

IMPORTANT – INTERNAL WOODEN FRAME WARRANTY APPLIES TO THE INTERNAL FRAME STRUCTURE ONLY AND DOES NOT COVER LEGS, SUPPORT FEET, OR ANY EXTERNAL BASE COMPONENTS. 

25. Strictly Excluded from Warranty Coverage

25.1 Seat comfort preference.
25.2 Product height dissatisfaction.
25.3 Damage due to misuse.
25.4 Stains, odor, or poor maintenance.
25.5 Pest-related issues.
25.6 Normal wear and tear.
25.7 Cosmetic variations.
25.8 Third-party handling damage.
25.9 Unauthorized modifications.
25.10 Commercial use.
25.11 Clearance or display conditions.

26. Claim Procedure

26.1 To submit a warranty claim, the customer must provide the original invoice / receipt / confirmation order, clear photographs and videos of the alleged defect, product model and purchase details, and a written explanation of when the issue started and how the item was used. 

26.2 The Company reserves the right to reject any incomplete claim. 

26.3 The customer must report the issue within a reasonable time after discovery and must stop using the item if continued use may worsen the issue.
26.4 Continued use after discovery may affect assessment of causation and extent of damage. 

27. Dimensional and Comfort Tolerance

27.1 Minor variation in dimensions, height, firmness, softness, stitching alignment, fabric grain, leather creasing, shade, and material finish within reasonable manufacturing tolerance shall not constitute a defect. 

28. Floor and Site Condition

28.1 Any complaint relating to wobbling, unevenness, balance, or levelness shall be assessed only after considering floor condition, placement surface, rugs, carpets, tile level, and surrounding site environment.

28.2 Uneven flooring or placement conditions shall not by themselves constitute a product defect. 

29. Misuse and Improper Use

29.1 Warranty shall not apply where the product has been subjected to misuse, including standing, jumping, dragging, rocking, overloading, forceful reclining, leaning on armrests beyond intended use, improper lifting, improper moving, or use inconsistent with normal household seating or sleeping purposes. 

30. Written Representations Only

30.1 The customer acknowledges that product specifications, warranty scope, exclusions, and approved representations are limited to the Company’s written sales documents 

30.2 no verbal statement shall vary the written warranty unless confirmed in writing by the Company.