At Golden Comfort, every piece of furniture is a testament to our family's legacy of craftsmanship. We stand behind the quality and integrity of our work. Due to the bespoke, made-to-order nature of our furniture and the complexities of international sea freight, our return policy is structured to ensure clarity and fairness.
1. Made-to-Order Items
The majority of our furniture is crafted specifically for your order in Sri Lanka. Once production has begun, an order cannot be canceled, changed, or refunded.
We do not accept returns or exchanges for reasons of customer preference, change of mind, incorrect measurements provided by the client, or variations in the natural grain and color of the wood. We celebrate these natural characteristics as part of the unique beauty of each piece.
2. Damaged or Defective Items
We take great care in packaging our furniture for sea freight. However, the long journey can sometimes lead to unforeseen issues. It is crucial that you inspect your order upon delivery.
- Inspection upon Delivery: Please inspect your furniture immediately upon its arrival. If you notice any significant damage to the packaging, please note it on the delivery receipt before signing.
- Reporting Damage: Any claims for shipping damage or manufacturing defects must be reported to us within 48 hours of delivery. To file a claim, please email us at hello@goldencomfort.lk with your order number, a detailed description of the issue, and clear photographs of the damage from multiple angles.
- Resolution: Upon verification of a manufacturing defect or significant shipping damage, Golden Comfort reserves the right to, at our discretion:
- Arrange for a local professional repair of the item.
- Send a replacement part or piece.
- In the rare event that a repair or replacement is not feasible, arrange a replacement of the entire item.
3. Refunds
Refunds are not standard practice due to our made-to-order process. Full refunds will only be considered in the extraordinary circumstance that a replacement or repair for a defective or damaged item is not possible. All decisions regarding refunds are at the sole discretion of Golden Comfort management.
4. International Shipping
Due to the high cost and logistical complexities of international sea freight, we cannot accept returns being shipped back to Sri Lanka. Our policy is focused on resolving any issues through local repair or replacement.
We appreciate your understanding and are committed to ensuring you receive a piece of furniture that you will cherish for a lifetime.