Return & Refund Policy

Design-and-build work is bespoke by nature — nothing we make can go back on a shelf. This policy explains, in plain language, how Cloudkit Interiors Sdn Bhd handles payments, cancellations and rectification so that fairness never depends on goodwill alone. The signed engagement agreement for your commission contains the definitive version of these commitments.

1. Design fees

Design engagements begin with a commencement fee, typically 20 per cent of the design value. If you cancel before the concept presentation, the commencement fee less work already performed (billed at documented studio rates) is refunded within 14 days. After concept presentation, fees for completed stages are earned and non-refundable; stages not yet begun are never charged.

2. Construction milestone payments

Build sums are invoiced against physical milestones — mobilisation, structural completion, joinery installation, practical completion — verified by photographs and, where you wish, your own inspection before payment. You never pay for a stage that has not been built.

3. Cancellation of a build

If you terminate after works commence, you pay for work completed to date and materials already fabricated or ordered for the project (bespoke joinery, cut stone and special-order items are committed at fabrication). Any unspent balance of milestone payments is refunded within 30 days of a joint site account. If we are unable to complete a commission for reasons within our control, all sums not matched by completed work are refunded in full.

4. Materials and bespoke items

Bespoke pieces — joinery, upholstered furniture, cut stone — are made for your property and cannot be returned. Defective items are repaired or remade at our cost. For catalogue items supplied through the studio (lighting, sanitaryware, appliances), the manufacturer’s return and warranty terms apply and we manage the claim on your behalf.

5. Defects after handover

Every commission carries a 12-month defect liability period from practical completion. Report a defect by email or WhatsApp; we inspect within 7 working days and rectify at no cost where the defect arises from our workmanship or materials. Fair wear, misuse and third-party alterations fall outside the warranty — we will always tell you which is which before any chargeable work.

6. Refund method and timing

Refunds are paid to the account that made the original payment, in Malaysian Ringgit, within the periods stated above. We do not charge processing fees on refunds.

7. Questions and disputes

Raise any payment concern with your project lead first — most are resolved inside a week. Unresolved matters may be referred to mediation in Kuala Lumpur before any court proceeding. Contact: [email protected] · +60 3-2282 6470.