Company Name: DOCK URBAN SDN. BHD.
Registration No.: 202501013597 (1615011-A)
Email: dockurban@outlook.com
At DOCK URBAN SDN. BHD., we want our customers to be satisfied with their furniture, tables, chairs and décor purchases. This Policy explains the conditions for returns, refunds, exchanges and order cancellations.
1. Return Eligibility
Return requests must be submitted within 30 days of receiving the order. To qualify, the item must:
- Be unused, unassembled and in its original condition.
- Include its original packaging, labels, parts and accessories.
- Show no signs of damage, alteration or installation.
- Be accompanied by valid proof of purchase.
2. Damaged, Defective or Incorrect Items
Please contact us if:
- The wrong item was delivered.
- The item arrived damaged or defective.
- Parts or accessories are missing.
- The item materially differs from its advertised description.
Email dockurban@outlook.com with your order number, a description of the issue and clear photographs or an unboxing video.
3. Non-Returnable Items
Returns or exchanges will not be accepted for:
- Used, assembled, installed or altered furniture.
- Items damaged through misuse or improper assembly.
- Customised, made-to-order or specially sourced products.
- Clearance, promotional or final-sale items, unless defective.
- Items without their original packaging or accessories.
- Minor differences in colour, texture, wood grain or measurements.
4. Change-of-Mind Returns
Change-of-mind returns may be considered within 30 days, subject to approval. The item must remain unused, unassembled and suitable for resale.
Original delivery fees and other non-product charges are generally non-refundable.
5. Exchanges
Approved exchanges are subject to stock availability. If a replacement is unavailable, we may offer an alternative product, store credit or a refund.
Any price difference must be paid by the customer or refunded accordingly.
6. Refunds
Approved refunds will be issued through the original payment method. Please allow approximately 7–14 business days for processing.
The time required for the amount to appear in your account may depend on your bank or payment provider.
7. Cancellation Policy
Cancellation requests must be submitted within 12 hours after placing the order, provided that the order has not been processed, packed or dispatched.
Customised, made-to-order or specially sourced items cannot be cancelled after preparation or procurement has started.
To request cancellation, email dockurban@outlook.com with your order number.
8. Product Appearance and Measurements
Colours, wood grains, textures and finishes may vary slightly due to lighting, screen settings and natural material variations. Minor variations that do not affect the item’s intended use are not considered defects.
Customers are responsible for checking all product dimensions and ensuring the item is suitable for the intended space before purchasing.
9. Governing Law
This Policy shall be governed by the laws of Malaysia. Any dispute relating to this Policy shall be subject to the jurisdiction of the courts of Malaysia, without limiting any statutory consumer rights.
10. Contact Us
For return, refund, exchange or cancellation enquiries, please contact:
DOCK URBAN SDN. BHD.
Registration No.: 202501013597 (1615011-A)
Email: dockurban@outlook.com