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Deposits & Refund Policy
As a design-and-build atelier we do not sell off-the-shelf goods, so a conventional product return does not apply. Instead, this policy explains how deposits, design fees and refunds work across our engagements. Project-specific terms always take precedence and are set out in your signed agreement.
The private briefing
Your first briefing is complimentary and carries no obligation. Nothing is payable until you decide to proceed to a design engagement.
Design fees
Design work begins once a design agreement is signed and an initial fee is received. This fee reserves our studio’s time and covers concept development. Because it pays for work performed, the design fee is generally non-refundable once we have commenced, except as described below.
If you pause or cancel
- Before we start. If you cancel before any design work has begun, any advance paid is refunded in full, less any agreed administrative cost.
- During design. If you cancel mid-design, fees for completed stages are retained and any unearned balance is returned. You keep the deliverables produced up to that point, subject to our terms.
- During build. Once construction and procurement are underway, materials ordered and works completed are payable. We will always account transparently for what has been committed on your behalf.
Bespoke and custom items
Custom joinery, made-to-order furniture and specially procured materials cannot be returned once fabrication or ordering has begun, as they are made specifically for your home.
Defects and rectification
We stand behind our work. Where a defect in our workmanship appears within the agreed defects liability period, we will rectify it at no cost to you. This is separate from a refund and is our preferred way to make things right.
Talk to us
If circumstances change, contact us early. We would always rather find a fair, sensible path with you than hide behind a clause.
Questions about this policy? Email [email protected] or call +60 3-2856 7140.