Refunds, Returns

Refunds & Returns

We understand that plans change.

We understand that plans may change.
You may cancel your order within 48 hours of purchase, subject to a 10% transaction and administrative fee.

This policy helps us offset the costs involved in preparing and reserving your items.

Every item is carefully inspected before dispatch. However, if you notice any issues that may have occured during transit, we’re here to help:

What to do upon delivery

  • 1. WhatsApp us within 3 working days of receiving your item
  • Australia: +61 485 995 271 / Singapore: +65 8854 1076

  • 2. Photos and videos showing the damaged area(s), the original packaging, and the shipping waybill/label attached to the packaging.

  • Important: Please keep the original packaging, including the shipping waybill/label, until your claim has been resolved.

How we'll resolve it

Significant damage or defects that affect the normal use of the item: We will provide a replacement at no cost.

Minor cosmetic issues (such as small scratches, dents, or imperfections that do not affect the item's functionality): We may provide a replacement part, arrange a repair, or other forms of compensation that is acceptable to both parties.

As all items are made to order, we’re unable to accommodate returns due to change of mind.

We believe in fairness, so if you're unsure whether your issue qualifies, just reach out! Our team is always happy to assess and offer solutions that make sense.

Our products undergo strict quality checks before leaving the warehouse, ensuring you receive a piece that’s made to last. Hence, all Exclusivia furniture includes a 5-year warranty covering manufacturing defects, such as:

  • Structural faults present upon delivery
  • Breakages affecting the normal use of the item

If your item qualifies (whichever applies first):

  • Free replacement
  • Repair or equivalent cash compensation

Warranty Exclusions:

  • Damage caused by misuse, accidents, or negligence
  • Natural wood variations like knots, colour tone differences
  • Minor cosmetic imperfections that don’t affect structural integrity
  • Cracks caused by environmental factors like humidity or dryness
  • Minor variations in dimensions or appearance due to lighting conditions or screen display differences

We believe in fairness, so if you're unsure whether your issue qualifies, just reach out! Our team is always happy to assess and offer solutions that make sense.

We believe in delivering exceptional quality at competitive prices.

If you find the exact same furniture item at a lower price from another store within 10 days of your purchase, we’ll not only match the price, but we’ll top up an additional 10% of the difference as store credit.

Just reach out to our team with a valid proof of the lower-priced listing, and we’ll take care of the rest.

For full delivery terms, refer to our Delivery & Installation Policy. While we aim for prompt deliveries, certain delays (e.g. customs, weather) may be outside our control. We will work closely with you to minimise any disruption and keep you updated throughout.