1. The principle
Glintora furniture is manufactured to a specification you have signed off in advance. Because every piece is custom-built, we do not accept returns for change of preference, change in décor, change in floor plan or for any reason other than a manufacturing defect or material non-conformance with the agreed specification. This is a normal limitation across the bespoke furniture trade and reflects the practical reality that a piece built for your room is unlikely to fit a future buyer's room.
2. Inspection on delivery
When we deliver a piece to your home or premises we will ask you to inspect it carefully against the specification — dimensions, fabric, leather, finish, hardware and joinery — before our team leaves. Any visible defect or non-conformance noticed at this point will be recorded on the delivery acceptance note and remedied at our cost.
We strongly recommend taking your time over the delivery inspection. Twenty minutes spent walking around the piece on delivery day is the most reliable way to catch any issue.
3. Concealed defects (within thirty days)
Any concealed manufacturing defect noticed within thirty days of delivery — for example, a spring that has shifted, a finish that has rubbed, a joint that has come loose under normal use — should be reported to us in writing at [email protected] together with photographs of the defect. We will arrange a workshop inspection within seven working days and repair or replace the piece at our cost.
4. Warranty claims (after thirty days)
For defects raised more than thirty days after delivery, the warranty terms set out in clause 7 of our Terms & Conditions apply: five years on solid timber frames and structural joinery, two years on springs and webbing, one year on finishes against manufacturing defect, and the supplier-mill warranty on fabrics and leathers.
Warranty claims should be raised by email with photographs and a brief description of the defect. We will respond within seven working days with a proposed remedy — typically a workshop visit, a workshop repair, or a piece collected and returned to our studio for refurbishment.
5. What is not covered
- Ordinary wear and tear, including patina on leather, softening of cushion fill and minor surface marks consistent with everyday household use.
- Damage caused by misuse, including standing or jumping on cushions, dragging pieces across hard floors without protection, or using cleaning products not appropriate for the material.
- Damage from prolonged exposure to direct sunlight, which can fade fabric, leather and timber finish faster than is normal in a residential setting.
- Damage from liquids — even small spills can mark untreated timber and certain fabrics if not addressed quickly.
- Damage from pets, including scratching and chewing.
- Damage from third-party alteration — once a piece has been modified, re-upholstered or repaired by another party, our warranty no longer applies to the modified component.
6. Refunds
Refunds are made only in the following circumstances:
- If we are unable to deliver a piece that conforms to the agreed specification and repair or replacement is not feasible — in which case we will refund the full amount paid for the affected piece.
- If you cancel a commission within ten working days of placing your deposit and we have not yet begun production — in which case we will refund the deposit less any out-of-pocket cost we have incurred (typically a site measurement fee).
Refunds are made to the original payment method within fourteen working days of agreement. We do not offer partial refunds in lieu of repair.
7. Repairs and re-upholstery (after warranty)
Once the warranty period has elapsed, we are still very happy to repair, re-cover, re-pad or refresh a Glintora piece at our normal workshop rates. We retain your original drawings, specification and fabric record for at least five years from delivery, which makes this work straightforward to quote.
Common post-warranty work includes: re-tightening of frame joinery (usually free of charge if you bring the piece to the studio), re-padding of cushions, re-upholstery in a fresh fabric, re-oiling of timber finishes, and replacement of hardware.
8. Sales and showroom pieces
From time to time we sell pieces from the showroom or pieces that have been built as samples. These are sold "as seen" and are not eligible for return or refund unless a manufacturing defect was not disclosed at the time of sale. Showroom sale terms are stated separately on the invoice.
9. Contact
For any return or refund enquiry, please write to [email protected] with photographs and your original invoice number. Urgent matters may be telephoned through to the studio on +60 3-7965 4280.