Exchange, Return & Refund

  • Can I cancel/change an order if I change my mind?

DERUMA has a firm no-change-of-mind policy since much of our furniture is only ordered after the customer’s confirmation. Before making an order, customers should double-check and confirm all necessary details, such as furniture dimensions, material, and styles. You may contact us for more information or visit our showroom to see the item(s) in person.

 

Location: Lot 100 – 102, Jalan Industri Semambu 6, Semambu Industrial Estate, 25350, Kuantan, Pahang. (berdekatan Playground 6)

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  1. What should I do if I receive a damaged parcel, the wrong items or don’t receive my order at all?

If you believe the furniture you’ve ordered is damaged, the incorrect items have been delivered, or your order hasn’t arrived within the specified time frame, please email us at askme@DERUMA.com.my or WhatsApp us at 019-956 3199.

 

  1. Can I get a refund if the delivered furniture does not fit my premise’s entrance?

We have a lot of experience delivering furniture to homes, apartments, and workplaces. Therefore, we will ensure that all our furniture can fit through standard-sized doors, lifts, staircases, etc. We will only install large furniture such as a bed frame, wardrobe, and office tables on-site. However, the bed slats for some models of bed frames may not fit in narrower openings since they are designed for specific bed sizes. If your entry is smaller than the typical size, let us know so we can advise you on your purchases.

 

Please be aware that the customer must ensure the item(s) can fit the building entrance. DERUMA only permits returns and refunds in the form of shop credit if the item(s) do not fit.

 

  1. What if the furniture is damaged during delivery?

All furniture is packaged correctly in a box or covered in double protection for safe travel from our warehouse to the customer’s location. Our in-house, fully qualified logistic & warehousing staff also takes care of delivery and installation.

 

Our logistic & warehousing team will assist the customer with a general inspection of the furniture delivered during each delivery session. Please make sure all the furniture you received is in good and acceptable condition (DO) before signing the delivery order.

 

However, in the unlikely event that furniture is damaged during delivery, you may return the item right away. You can also contact our customer service team. We’ll arrange to send a replacement as soon as possible without additional costs.

 

If the furniture damage was reported to us after acknowledging the receipt of the furniture in excellent and agreeable condition, ie. Your request for a return will be subject to our discretion. We will most likely proceed with a repair and maintenance procedure; additional transport and service charges may apply.

 

Please note that our warranty does not cover wear and tear. For more information on our warranty, click here.

 

  1. What if incorrect furniture is being delivered?

During each delivery session, Our logistic & warehousing team will assist the customer with a general inspection of the furniture delivered during each delivery session. Please make sure all the furniture you received is in good and acceptable condition (DO) before signing the delivery order.

 

Though rare, there is a possibility of an incorrect order being delivered to you. You can return the item during the delivery session. Please get in touch with our customer service team, and we will arrange to send the correct furniture to you at our soonest without any extra charges.

 

  1. What if the furniture is faulty after delivery?

If the furniture is faulty and does not function as warranted during the warranty period, DERUMA Home & Furnishings Outlet will either, at our discretion

 

  1.               Repair it to make it function as warranted, or

 

  1.             Replace it with one that is at least functionally equivalent

 

iii.             If (i) and (ii) are unable to be fulfilled, we will proceed with a return and refund

 

Please note that our warranty does not cover wear and tear. For more information on our warranty, click here.

 

  1. How do I request for a return?

Our customer service team will be in close contact with you, from confirming your order and delivery details to the actual delivery to your address. You may just Whatsapp or contact us through any social media channels. Calling the office or email works too!

 

  1. Is there a cost for a refund for a change of mind or a wrong purchase?

We strictly do not accept returns and refunds for change of mind.

 

Suppose a return is required due to a manufacturing flaw or our carelessness. In that case, we will cover all costs to guarantee that you receive the furniture as specified in your purchase order.

 

Acceptance of return will be subject to our discretion if requested due to special reasons. An additional 20% restocking fee, transportation, and service charges will apply.

 

General Or Technical

  1. Wait, I can’t find anything related, and I am still not too sure!

No worries, you can contact us at 019-9563199 or email us at askme@DERUMA.com.my; we would be happy to help.