New Strange Furniture Return & Refund Policy
Can I exchange or obtain a refund if I change my mind?
New Strange Furniture strictly adheres to a no-change-of-mind policy. Prior to placing an order, the customer is urged to double-check and confirm all pertinent details, including product dimensions, materials, and styles. You may always send us a message to get more details, or simply stop by our lovely showroom in Tawau to see the item(s) in actual - just search for "New Strange Furniture" on Google Maps.
Can I get a refund if item(s) delivered does not fit the entrance of my premise?
We are very experienced in delivering furniture to apartment, offices and landed building, therefore we will make sure all our item(s) can fit in standard size entrances, ie. Door, lift, staircases etc. Due to this restriction, we will only install big item(s) such as bed frame, wardrobe and book rack on site. However, for certain model of bed frame, the bed slat is as per bed sizes and might not fit in smaller entrances. Please kindly inform us if your entrance is smaller than standard size, we will advise your purchases accordingly.
Please note that it is customer's responsibility to ensure that the item(s) can fit the entrance of the premises. In any cases where item(s) does not fit, New Strange Furniture only allows return and refund in store credit.
*For customers that choose self-collection service
Please inspect your order upon collection in our warehouse and tell our stock picker immediately if the item is defective, damaged or if you receive the wrong item, so that our stock picker will evaluate the issue and make it right.
What if item(s) is damaged during delivery?
We concern and take good care on every items. All the delivery orders are arranged procedurally and handled professionally by the merchant. Hence, we are required the customer to fulfill the following requirements.
Our delivery team will instruct the customer to perform an overall check on the item(s) delivered before you acknowledge receipt of the item(s) in good and agreeable condition. After acknowledging the item(s) conditions, customer are asked to sign the Delivery Order (DO).
However, in rare and unlikely event that an item is damaged during delivery, please report to us right away and let us know about it so we can make arrangements for a replacement or reorder of your item. Please get in touch with our customer care team at +6016-301 1960 (call/WhatsApp) or email us at hq.newstrange@gmail.com.
Any request for return or refund after the acknowledgement, i.e., after signing the Delivery Order (DO), will be at our discretion.
What if item(s) is faulty after delivery?
We concern and take good care on every items. All the delivery orders are arranged procedurally and handled professionally by the merchant. However, there might be overlooked at certain defect.
New Strange Furniture will, in the event that the furniture is defective or does not operate as intended,
(i) Repair it to make it function, or
(ii) Replace it with one that is at least functionally equivalent
(iii) If (i) and (ii) is unable to be fulfilled, we will proceed for a return and refund
What if incorrect item(s) is being delivered?
Our delivery team will instruct the customer to perform an overall check on the item(s) delivered and installed before you acknowledge receipt of the item(s) in good and agreeable condition.
However, though is rare and unlikely event, there is possible for an incorrect item being delivered to you. You may return the incorrect item during the delivery session. Please get in touch with our customer care team at +6016-301 1960 (call/WhatsApp) or email us at hq.newstrange@gmail.com, and we'll make arrangement to send the right item to you as quickly as possible without any extra charges.
The Process of Refund:
Under the condition of the acceptance of your returned goods, you will be notified in within 3 - 5 working days.
Proof of Purchase:
You are required to provide the below:
• Proof of purchase (Confirmation of Order, Invoice)
• Proof of payment (bank in slip, payment transfer slip)
• Proof of receiving of goods (Delivery Order, shipping receipt, shipping bill)
• Valid reasons for return or exchange
In-Store Refund Policy
Pre Order Guidelines :
ETA
As most of our items are imported, we are dealing with air/sea freight which any of its procedure or process is out of our control. We can only provide you the targeted date of arrival. Any delays are inevitable.
Payment terms
Full payment or 70% deposit to confirm the order is required, and 30% payment prior delivery.
Cancellations
Ordered items are sold & final. Deposits are not refundable & cannot be exchange for other product.
You can cancel your order with no additional charge and receive a full refund. You’re only allow to cancel the order within the 24 hours of your purchase. Please contact our office immediately 016-303-1960 (Monday to Friday “9am-6pm)” and provide your order number if you wish to cancel the order. Cancellations are not allowed after 24 hours.
AS-IS / CLEARANCE Items
As-Is items have no warranties and cannot be returned or exchanged for any reason.
a) If the product you wish to exchange is of a higher price than the original purchase price, then you will be required to top up the balance using cash.
b) If the product you wish to exchange is of a lower price, then no balance amount will be refunded to you.
If the exchange items are not available, your original purchase amount will automatically be kept as your store credits and lasts up to 3 months only.
Disposal Service
We offer disposal services, do let us know in advance with a remark at the checkout counter. Disposal fee is applicable (RM30 and above), based on the size and quantities of the furniture that you wish to dispose.
All the terms and conditions of this policy may subject to changes from time to time without prior notice. Under any dispute matters, the decision by New Strange Furniture is deemed final.
