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 products are 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. Some of the machine made rug is approximate and may be rounder to nearest inch. Size offset is expected.
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. Weave Finishing: Most of our handmade are made from wool, NZ wool, or viscose apart from cotton, jute, sisal, seagrass, etc. The finishing / weave used is different for each product. We have cut pile , loop pile , braided, etc. Please refer product specifications for more details.
Due to the premium price and quality of our 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 (valid for 24 hours only). 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 10% 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 1.5 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 24 hours from the date and time the item received by customer.
**Warning: Misuse or wrong handling and cleaning technique applied by the Buyer will not be covered. Cantikwall will not entertain such request. Please read carefully on "how to handle or clean area rug made from natural material such as wool".
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.
Cantikwall does NOT offer any REFUND for any item once sold (except for anything covered under Return Policy as listed in previous section). However, for the following cases, refund is permitted (Malaysia customer only):-
1. Failure to deliver within ETA i.e 10 weeks from payment date. 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. Anything covers under Return Policy.
3. Refund for return item will only be processed once the item has safely returned to Cantikwall address without any damage and signed of being used.
Cantikwall will not entertain any exchange request once the item is sold.