Return , Refund, and Exchange Policy
Unless otherwise informed, Cantikwall shall ensure the product are similar to the product specifications published in the website or sale quotation and is deliver within estimated time (depending on the Shipping method chose). The policy stated herewith shall be applicable for all Cantikwall's product.
All Cantikwall's product is subject to the following deviation:-
1. Color : Due to different screen setting between different devices, color deviation is expected to be between 10-15% from the color as published in the website. Please note that the photo used in Cantikwall.com website is taken mostly in Studio which is subjected to some image setting to ensure sharp and vibrant image. Please take not particularly for rug or runner, the color deviation is also expected should the Buyer choose to use different set of materials.
2. Pattern: For rug or runner, different sizes will lead to scaling of the pattern to fit the selected size. Generally, most of picture shown for rug is for size 1.6 x 2.3 meter, whereby for runner size 0.7 x 2.0 meter. For this reason, Buyer should be aware on the pattern sizes and scaling for different sizes. The shape of the pattern will be approximately 90-95% the same.
3. Size: For handmade and machine made rug or runner, the dimension is subject to plus minus 3-5 cm offset.
4. Shedding: For handmade rug, shedding is part of material characteristics and is not a manufacturing defect. Please refer to this link for more info.
5. Finishing: Most of our handmade rug pricing is based on economic material which is wool blend (60% wool, 40% acrylic). Some of the provided photo by the factory is made using premium material such as wool. As such there will be 5-10% deviation in term of finishing for rug that is made using wool blend compared to the published picture. In the event the customer would like to use the same material as picture, different price will be issued upon request. Please note that LIMITED EDITION product is made from premium material and is imported directly from India, Turkey, or USA. LIMITED EDITION product shall be delivered as per photo and product specifications aligned with other terms and conditions listed herewith.
Non-LIMITED EDITION Product Return Policy
Cantikwall does NOT accept any return item for NON-LIMITED EDITION product once sold. However, for the following cases, return item is accepted:-
1. Mistaken parcel received. This could be the Buyer received different product code i.e. instead of carpet RG009, the buyer received Nordic Chair AC009.
2. Broken furniture or torn wallpaper. Under this case, the buyer shall immediately (within 24 hours from received time) inform Cantikwall at +60184667033 by sending a photo of the damage. Any case report later than the stipulated period will not be entertained by Cantikwall. Note that any damage or broken of the said item as a result of Buyer own handling, misuse, incident, etc. will not be covered under this policy.
The return procedure shall be treated from case to case basis (including the method and cost associated with the return activity). This depends on the item and the location of the Buyer. Please contact Cantikwall at the following for return arrangement:-
Note: Only for above cases the "Return Policy" is valid.
LIMITED EDITION Product Return Policy
Due to the premium price and quality of LIMITED EDITION product, as a guarantee, Cantikwall accept return item for the following case:-
1. Wrong item or wrong design received. This is only applicable if you received totally wrong product code.
2. Defective product upon received. Cantikwall thoroughly inspect all our product before any delivery is made. However, in the event the customer received the product in the following conditions, the item is applicable for return.
a) Torn packaging with damage product. Damage covers only excessive (more than 5% of rug area) fiber peeled off /torn , and holes.
b) Excessive dirt (more than 20% of the rug surface) on the surface of the carpet which is not removable or cleanable.
3. Wrong size. This is only applicable for rug which has size that deviates more than 1 ft on either the width or length of the carpet. For example, if you purchased 8x10ft but received 5x7 ft , the rug is applicable for return.
4. Totally wrong color from published photo. This is only applicable if the color falls on different color group such as grey vs blue. However, color deviation as listed in DEVIATION section is expected.
**For return purpose, the customer shall arrange themselves on returning the item with proper packaging via any courier at their own cost. The return claim will be treated on case to case basis. Kindly contact our customer service at +60184667033 for return claim. Please provide related photos as proof.
**If you return a WRONG item that was opened or shows signs of wear, dirt, torn, or damage, we will issue a partial refund (between 20-30% from selling price).
**Full refund of selling price will be provided for item 2 ,item 3, and item 4 should it is valid.
**Return item is only considered within 76 hours from the date and time the item received by customer.
Cantikwall does NOT offer any REFUND for any item once sold (except for LIMITED EDITION product as listed in previous section). However, for the following cases, refund is permitted (Malaysia customer only):-
1. Failure to deliver within ETA i.e 4-8 weeks for standard shipping or 3-5 week for priority shipping. For this case, Cantikwall will refund in full the paid amount to the Buyer's preferred account. Once the buyer received the purchased item, the buyer shall immediately repay Cantikwall the same amount. Should the buyer did not receive the parcel within 30 days from ETA date, the parcel is considered as loss during logistics. Such event will lead to Cantikwall to consider the order as CANCELLED order.
2. Broken furniture or torn wallpaper. This shall complied with the terms as stated in point number 2 in the "Return Policy" section.
Cantikwall will not entertain any exchange request once the item is sold.