At Sufól Online Shop, we are committed to providing you with high-quality products that meet our strict standards of design and craftsmanship.

Important: All items are carefully checked before shipping, but if you experience any issues, this policy explains the conditions and process for returns, exchanges, and refunds, in compliance with the Consumer Protection Act 1999 (Malaysia).

 

1. Eligibility for Returns & Exchanges

You may request a return or exchange if:

  • The item is defective due to manufacturing issues.
  • You received the wrong product, size, or color compared to your order.
  • The product is incomplete or missing parts.
  • Fragile items (e.g., mirrors, glass) arrive damaged during delivery (must be reported immediately upon delivery).

Timeframe:

  • Defective, missing, or incorrect items must be reported within 7 days of delivery.
  • For fragile items (glass, mirror, etc.), damages must be reported within 24 hours of delivery.

 

2. Photo Evidence Requirement

To process your claim, you are required to provide 6 standard photos as evidence:

  1. Carton/packaging photos.
  2. Carton marking showing product code and batch number.
  3. Overall product image.
  4. General damage area.
  5. Close-up shot of the defective part.
  6. Additional supporting photo/video if necessary.

Failure to provide sufficient documentation may result in delays or rejection of your request.

 

3. Non-Returnable & Non-Exchangeable Items

We do not accept returns, exchanges, or refunds under the following conditions:

  • Products that have been assembled or partially assembled.
  • Products damaged due to improper handling, misuse, or poor assembly by the customer.
  • Products returned without original packaging or with damaged/missing packaging materials.
  • Items purchased as clearance, final sale, or promotional offers.
  • Variations in wood grain, knots, fabric texture, color shades, or patterns, as these are natural characteristics of raw materials and not considered defects.

 

4. Return & Exchange Process

  1. Contact Customer Support at care@shop.sufol.my or WhatsApps (+60)4-424 1388 with your order number, details, and photo evidence.
  2. Our team will review your request within 3–5 working days.
  3. If approved, we will provide a Goods Collection Note or return authorization.
    – Our drivers are not authorized to accept returned goods without this document.
  4. Approved cases may result in:
    – Delivery of replacement parts (e.g., spare hardware, panels).
    – Exchange for the same item (subject to stock availability).
    – Refund (if exchange/replacement not possible).

Return Shipping Costs:

  • For defective/wrong items: Shipping will be covered by Sufól Online Shop.
  • For discretionary returns (if accepted): Shipping costs will be borne by the customer.
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5. Refund Policy

  • Refunds will be issued to the original payment method used.
  • Processing time: 7–14 working days after returned goods are inspected and approved.
  • Delivery fees, installation charges, and handling fees (if any) are non-refundable.
  • No unauthorized deductions or chargebacks will be accepted without our written agreement.

 

6. Order Quantity Discrepancies

If the number of items delivered does not match the delivery order:

  • The recipient must note the discrepancy on the delivery order at the time of receipt.
  • Contact our customer support within 24 hours.
  • Claims made after this period will not be entertained.

 

7. Spare Parts & Hardware Purchases

  • Customers may purchase extra spare parts or hardware separately, subject to stock availability.
  • Prices and delivery charges will be quoted by our customer support team.

 

8. Important Notes on Natural Variations

  • Wood Products: Grain variations, pin knots, and gum pockets are inherent characteristics of natural wood and not defects.
  • Fabric Products: Color tone, texture, print alignment, and patterns may vary slightly from samples or showroom displays. Such variances are considered normal and are not valid grounds for return or refund.

 

9. Our Rights

  • No merchandise may be returned to Sufól Online Shop without prior authorization.
  • We reserve the right to reject claims that do not meet the above conditions.
  • This policy may be updated from time to time without prior notice.

 

10. Contact

For returns, exchanges, or refund assistance, please contact:

Sufol Creations Sdn Bhd
Email: care@shop.sufol.my

Sufól Home: (+60) 4-424 1388
Sufól Sofa: (+60) 11-5169 5619

 

 

 

 

 

 

 

 

Effective Date: 26th of September 2025