Returns & refunds
Our pieces are made by hand, one order at a time. Here is exactly what happens if something arrives damaged, and what your approved quote commits you to.
Last updated 13 October 2026
If your order arrives damaged
We pack carefully, but our work is fragile and shipping is not always gentle. If anything reaches you damaged, we will repair or replace it at no cost to you.
- Tell us within 7 days of receiving your order.
- Send clear photos of the damage and of the packaging it arrived in. The packaging matters — it helps us claim against the courier.
- Keep the item and its packaging until we have agreed what happens next.
Once we have confirmed the damage we will repair the piece, replace it, or refund it — whichever suits you best and is practical for the piece involved. We cover the shipping cost both ways in these cases.
To start a claim, email kabesa_furn@outlook.com or message us on WhatsApp at 0999 998 0704 with your order reference.
If we made a mistake
If we send the wrong item, the wrong size, or a piece that does not match what was confirmed on your invoice, that is on us. Tell us within 7 days and we will correct it and cover the shipping.
Approved quotes and downpayments
Custom and made-to-order pieces are built to a written quote. That quote sets out the design, dimensions, materials, finish, quantity and price, and we do not begin work until you have confirmed it and paid your downpayment.
Approving the quote and paying the downpayment means you have accepted those specifications in full. A piece delivered as specified is not eligible for return, refund or reimbursement on the grounds that you would now prefer a different size, finish, colour or design. Your approval is what we cut materials and book production against, and the finished piece is made for you alone, so we cannot put it back into stock.
Please read your quote carefully before you approve it. Revisions are free at that stage — ask us for any change and we will re-issue the quote. Once production has started, a change becomes a new quote and may carry an additional cost and a new lead time.
This section covers specifications you approved. It does not affect the cover above: if a piece arrives damaged, turns out to be faulty, or does not match the specifications on your approved quote, it is still covered in full under If your order arrives damaged and If we made a mistake.
Change of mind
Because every piece is made to order for a specific customer, we are not able to accept returns for change of mind, or because a piece did not suit a space as expected.
We would much rather get it right before we start. If you are unsure about size, colour or finish, message us first — we are happy to talk it through, send extra photos, or arrange a showroom visit so you can see and handle the piece before ordering.
What is not a defect
Natural variation in colour, grain, weave and finish is normal in handmade work made from natural materials, and small differences from the photographs are expected. These are not grounds for a refund. See handmade variation in our terms.
Cancelling an order
Approving your quote and paying the downpayment reserves your production slot and commits us to your materials. From that point the downpayment is non-refundable. You may still cancel, but the downpayment is not returned, and once a made-to-order piece is in production it cannot be cancelled at all, since it is being built specifically for you.
If you are not yet certain, tell us before you pay. We will hold your quote without a downpayment, and nothing is committed until you are ready.
How refunds are paid
Approved refunds are returned by the same method you paid with — bank transfer or GCash — usually within seven working days of us agreeing the refund.
Your rights
Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act 7394), including your rights in respect of goods that are defective or not as described.