Frequently Asked Questions

YOUR PERSONAL DETAILS

The information or personal details that you provide us shall be processed in accordance with the Data Protection Policies. When you use this website, you agree to the processing of the information and details and you state that all information and details provided are true and correspond to reality.

PRODUCTS

• Product Information
  

  We endeavor to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

  We endeavor to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error. We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavors to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

• Order Confirmation
  

  KOKUYO will email the sales order confirmation within the day of purchase which will reflect the products purchased and the lead time. It is the responsibility of the customer to check if the product(s) purchased and lead time(s) are correct. KOKUYO will not be obligated to fulfill the order if there are any discrepancies after 48 hours from the time of order.

PAYMENTS

• Payment Methods
  

  We offer the following payment methods: Online Banking Transfer, Visa, Mastercard

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• Secure Purchasing
  

  The security of the information is one of our highest priorities. Our e-commerce platform has managing information, security and complying with Payment Card Industry Data Security Standard requirements to provide you with a purchasing experience in a private, integrated and secure environment.

• Company Invoice
  

  To make the purchase as a company, please click on the option “Business” in the personal details and fill in the tax information we request.

PRODUCT WARRANTY

• Warranty Period
  

  5 Years: Mechanism, Castor and Structure from the date of delivery

• Limitations And Exceptions
  

  Proper care and usage are essential to preserving your rights under this warranty. This warranty does not apply if your KOKUYO furniture is damaged by using chemical, abrasives or other harsh cleaning agents.

  This limited warranty does not cover damage resulting from negligence, abuse, normal wear and tear, or accidents: including (but not limited to) burns, cuts, scratches, tears, scuffs, watermarks, indentations or pet damage.

  The warranty does not apply if the product is used outdoors.

  Any product modification by consumer or other parties not authorized by KOKUYO will void this limited warranty. This warranty does not cover items purchased as ‘Showroom Pieces’ at the time of purchase and products not purchased directly from KOKUYO.

  KOKUYO’s decision on all issues relating to complaints as to defects either of workmanship or materials shall be final and conclusive. Any decision to repair or have part(s) replaced shall be at KOKUYO’s sole discretion.

  Any item repaired or replaced under this Limited Warranty will be covered by the Limited Warranty for the remainder of the original warranty period only. This warranty covers in respect of manufacturing defects detected within the warranty period, the cost of material components, replacement parts, labour and transportation charges.

  In respect of manufacturing defects detected after warranty period, the cost of material components and replacement parts, with all labour charges and transportation costs (if any) to be covered by the Purchaser.

• Claim Procedure
  

  Any claims will have to be emailed to info_th@kokuyo.com attached with photos of defects and purchaser name

SHIPPING

• Delivery
  

  We take pride in making our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe & hygiene transit and will be handled by team professionals. Once your order is received into our warehouse, you will be contacted to schedule the delivery to your convenience but subjected to available delivery slots. All orders are delivered during the following time slots Mon-Sat (excluding Sundays and Public Holidays

  Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order.

• Rescheduling of Delivery
  

  Customers may reschedule the delivery at least 3 working days (Monday – Friday, 9am – 6pm. Excluding Public Holidays) before the delivery date, subjected to availability of next delivery slot. For re-scheduling of delivery within 3 working days of agreed delivery.

• Receiving Items
  

  On delivery, customer or 3rd party appointed by the customer shall inspect the item(s) and the surroundings carefully before our delivery team leaves the premise. Any damage(s) detected should be immediately reported to the delivery team and noted on the delivery copy.

• Delayed Delivery Due To Unforeseen Situations
  

  a) In the event of delay in shipment due to unforeseen situations, KOKUYO reserves the right to reschedule the delivery, subjected to availability of next delivery slot.

  b) No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed.

  c) KOKUYO shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by KOKUYO or to any comparison.