Return Policy

14 Days Return Policy

We truly believe you will be thrilled with the products you purchase from us because we go out of our way to ensure that they're designed and built to be just what you need.

We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.

The Return

Return requests can only be made within 14 days of the date you've received the item. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:

1. Our 14 Days Return Policy is applicable to all purchases in Peninsular Malaysia except for customised items, final sale or clearance items, mattress, pillow, bolster, paintings, rugs, faux plants, floor lamps, tables lamps and other decorative items.
2. For our customers in East Malaysia, we regret to inform you that purchases are not entitled to our standard return policy. We kindly request that you carefully inspect your items on the spot. In the event that you find it necessary to return an item, please provide us with additional photos or videos and contact our customer service for assistance.
3. From the date of receipt until the 14th day, the customer may schedule a return, along with accompanying videos and/or pictures as a basis for your return.
4. All returns made during this period are subject to a 5% restocking fee. As such, you will be refunded the following: Purchase Price - Restocking Fee = Refunded Amount. Please do note that the restocking fee will also apply if you wish to return the item(s) in order to place another order.

For more details, please read our Terms and conditions from here.

How will I get my refund?

Your request will be processed within 5 - 7 business days after we have received your return. Refunds will be issued using banking details from your purchase.

All refunds will be credited to the customer's original form of payment. If the order was paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the funds will be refunded into the customer's account.

Note: The original shipping fee, installation fees and shipping guarantee are non-refundable for orders below RM2,000 for Klang Valley and RM5,000 for other states.

14-Day Return Policy REFUNDS

Once the return item(s) arrives back at our warehouse, the items will be inspected. Should the products return in good and acceptable conditions, we'll process the refund within the next 5 - 7 business days and the customer will be notified via email.

If you are not at home when pick-up is scheduled, our third party courier will reschedule another visit with RM150 charged as a compensation fee, which will be deducted promptly from the refund amount.

If Incorrect item(s) being delivered

Customers may reject and request to return the item(s) received on the spot during the delivery session prior to acknowledging receipt of the item(s) is in good and agreeable condition.

Customers are to contact our customer service crew by email within 48 hours upon received date. We will arrange to send the correct item without any additional charges.

Defective Product Return Eligibility

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and associated fees.

Please ensure that returned products meet all of the following returnable conditions:

FRWD Furniture will not entertain any requests for return or exchange due to differences in shades of colour, unless colour of product(s) received are completely different from what was described or shown in the picture in frwdfurniture.com.

All return requests must be approved by FRWD Furniture before proceeding with the following steps.

The return or exchange of a purchased product must be reported to the Customer Service team within 48 hours from the receiving date. The customer must provide pictures of defective / damaged item(s) and email us at hello@frwdfurniture.com. Any damaged or faulty claims after two (2) days of delivery will not be accepted as a refund.

For any returns requested due to manufacturing defects or our negligence, we will bear all incurring costs to ensure the customer receives the item(s) as per purchase order.

Missing / Damaged Goods

If the customer discovers missing/damaged goods upon inspection or within 48 hours, the customer can return the goods on the spot and contact our customer service team.

If the furniture is faulty and does not function as warranted during the warranty period, FRWD Furniture will either, at our discretion,

• Repair it to make it function as warranted, or
• Replace it with one that is at least functionally equivalent
• If (i) and (ii) is unable to be fulfilled, we will proceed for a return and refund

FRWD Furniture reserves the right to reject any returns if the product does not meet all of the above conditions and if it's no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.

We reserve the right to amend these Terms and Conditions and our policies at any time at its sole discretion without prior notice. All amendments to these Terms and Conditions, including our policies will be posted on our website effective immediately. Your continued use of the website constitutes acceptance of the amended Terms and Conditions.

WARRANTY

We offer a three year warranty on sofas and/or armchairs and/or bed frames against manufacturing defects. Warranty is applicable to the original owner effective from the date of delivery.

Other products, excluding sofas, armchairs and bedframes, will only be provided a 1 year warranty.

Paintings, rugs, faux plants, floor lamps and table lamps are not covered by any warranty.

ITEM OR PART	WARRANTY DURATION
Sommni Mattress	10 years limited warranty
Frame, spring, and webbed seating system used in Upholstered and Leather Sofa and Sofa Bed, Sommni Pillows, and Sommni Bolsters.	3 years
Frame used in Dining Tables, Dining Chairs, and Side Tables	1 year
TV Cabinets, Chest of Drawers - hinges, drawer mechanism	1 year

What does this warranty NOT cover?

This warranty does not cover any loss or damage suffered by you or anyone else arising from:

• Daily or accidental wear and tear
• Modification of product that has not been authorised in writing
• Exposure to extreme temperatures (under sunlight) or humidity
• Misuse, negligence or abuse of the product
• Improper maintenance
• Unauthorised repairs

Products and parts not covered under this warranty

This warranty does not apply to:

• Fabric covers
• Leather covers
• Coated fabric covers
• Cushions
• Seating furniture made of rattan, bamboo, or other natural fibres
• Accent chairs
• Pouffes

What is covered under this guarantee?

This guarantee applies to domestic use only and covers defects in material and workmanship in frames and seat and back cushions when used with the intended frames.

Order Cancellation / Amendment

• If the customer wishes to amend or cancel the order, please contact us by email within 2 working days from the order date. The customer is to provide their FRWD Furniture order number and the details of amendment they would like to make, and we will confirm once the amendment has been made.

Sommni's Warranty

Sommni's Limited Warranty

Below you will find a list of all Limited Warranty information for Goods with Warranty, sold on the Website. This information will also be available with your Goods purchased.

We warrant that the Goods delivered to you will correspond with their specification, with their allowed tolerance level. The detailed information of each Limited Warranty is described alongside each Product below. The Warranties are valid from the date of purchase and the original purchase receipt is required as proof of purchase.

Receiving Warranty Service

To receive warranty service, kindly complete the Book An Inspection with your proof of purchase and other relevant information regarding the matter. With your cooperation, we will evaluate to examine if the Product is covered under its Limited Warranty. We will then, at our choice, either send the defective Product for repairs or replace it with the same or a comparable Product. The cost of repair will depend on the Warranty terms of each Product. The cost of transportation for repair is to be borne by you. All terms will not apply in cases where repair work has not been authorised by us. Any defective parts removed in the course of repair works will be our property. If a replacement is required, we will constitute what will be an appropriate replacement.

Exclusions

Warranty does not apply to the following:

• Normal wear and tear.
• All mattresses will show body impressions as the upholstery settles. This is not a structural defect covered by this limited warranty. The upholstery is intended to provide cushioning to an individual's unique contours and body impression is unavoidable. Per international standards, body impressions of 1 1/2 inches or 38 mm are considered normal.
• All mattresses will show body impressions as the upholstery settles. This is not a structural defect covered by this limited warranty. The upholstery is intended to provide cushioning to an individual's unique contours and body impression is unavoidable. Per international standards, body impressions of 1 1/2 inches or 38 mm are considered normal.
• Change of mind or choosing the wrong product.
• A comfort or sleeping satisfaction guarantee is not a manufacturing defect.
• Commercial products that are used in, but not limited to hotels, motels, or institutional facilities.
• Damages resulting from abusive handling, misuse, or neglect, including mattresses discovered in any unsanitary condition; with burns, cuts, tears, stains; used with an improper bed base; physically abused; cleaned inappropriately; improper storage of the product (including but not limited to storage in locations with damp, humid or relatively high-temperature environments or exposure to heat or sunlight, areas infested with insects or rodents, or any other unprotected storage areas).
• Products purchased from unauthorised resellers.
• Products that are customised.
• Products that are used with an improper bed base or improper storage of the product.
• Any fabric-related matter, such as wear and tear, soils and stains, discoloration, pilling, and loose thread.
• Product sold "as-is", "preconditioned", "reconditioned", "used", "comfort return", "returned", "previously owned", or any other similar wording indicating that the product is not "new" or of "first quality", or has previously been purchased or used by another consumer are not covered under this warranty.
• Inspection and transportation fee.

We do not warrant that our Products will cure or relieve any medical conditions that you may have. The Limited Warranties apply to the original purchaser of the Product and are non-transferable. For details of the Limited Warranty, refer to the Limited Warranty terms of each Product below. We will not be liable for Products after the expiry of the Warranty Period.

Limited Warranties

All warranty claims are subject to warranty guidelines and the following terms and conditions:

• You may be required to pay labour, assessment, service visit arrangement, and/or transportation fees where it applies; or where the company's warranty does not apply. We may provide you with an indicative fee, which the fee may vary and change due to current material costs. Such fees will be advised by authorised personnel of the company and to be mutually agreed upon before any services are made.
• All warranties cover only manufacturing defects and faulty workmanship.
• An original purchase receipt will be required as proof of purchase.
• All labels must be intact on the product for warranty services.
• The company will, at its discretion, examine the product to determine if it is covered under warranty. If concluded covered, the company will then through its service operations, at its sole discretion, repair the defective item or replace it with a similar product.
• Manufacturing defects that are within the first year will be repaired at no cost, but the cost of transportation and inspection shall be borne by the purchaser.
• Manufacturing defects that occur after a year will be charged for repair on a prorated basis based on 1/10th (10 Years Limited Warranty) or 1/5th (5 Years Limited Warranty) of the current retail price multiplied by the number of years used.
• The original retailer from which you purchased your products will handle all warranty claims, returns, and exchanges.
• Costs of transportation and inspection shall be borne by the purchaser.

The company reserves the right to:

• Schedule the service within a reasonable time set by the company.
• Repair or replace an accompanying piece in the sleep system where only the said piece or part is defective, instead of replacing the product in its entirety without prior notice.
• Substitute materials of equal quality, should the identical materials be unavailable at the time of repair or replacement.
• Incur a service fee plus transportation cost for any items returned for service and are deemed by us to not have a manufacturing defect, regardless of the age of the item.
• Void the warranty for products that are repaired by an unauthorised party.
• The company reserves the right to refuse service and void this warranty when, upon inspection, the mattress is found to be in an unsanitary condition; with burns, cuts, tears, stains; used with an improper bed base; physically abused; cleaned inappropriately; improper storage of the product (including but not limited to storage in locations with damp, humid or relatively high-temperature environments or exposure to heat or sunlight, areas infested with insects or rodents, or any other unprotected storage areas); or purchased from resellers who are not authorised.
• If we repaired or replaced or substituted a mattress, this same warranty will continue from its original date of purchase.
• This warranty is not transferable.
• This warranty is only valid for selected countries.
• In case the goods are relocated to another country, the terms and service of the warranty will be voided.
• The company reserves the right to add, remove or modify the terms and conditions without prior notice.
• You may apply for a temporary mattress while awaiting the service requested. This temporary mattress will be as per the models available, though the company will try its best, however, is under no obligation to provide one as per the purchaser's specifications.

Sommni's Returns

Sommni Guaranteed Sleep Experience Trial Period

Depending on the Sommni Guaranteed Sleep Experience option you have chosen, you are eligible for a return if you are deemed unsatisfied with your Sommni mattress for any given reason. If you wish to return your Sommni mattress, notify us in writing via the Contact page.

Sommni Guaranteed Sleep Experience Return Periods

• Opted out: Not eligible for return unless the product is faulty
• 100 nights: Between 50 and 99 nights
• 125 nights: Between 50 and 124 nights
• 150 nights: Between 50 and 149 nights

Sommni Guaranteed Sleep Experience Limitations

Please note that returns under the Sommni Guaranteed Sleep Experience are bound by the following terms and conditions:

• If the Sommni mattress was not purchased from the Website, it is not eligible for a return or a refund.
• Only paying customers are eligible to request for a return. We require a receipt or proof of purchase to be presented to be eligible for a return request.
• Sommni Products will not be eligible for a return or a refund if used for any purpose other than its intended purpose.
• Returns are only applicable 50 days after initial delivery. Sommni customers must have slept on their mattress for a minimum of 50 days before they can request a return if they are unsatisfied with their Sommni mattress.
• Returns will only be accepted if initiated within the Sommni Guaranteed Sleep Experience trial period.
• A flat fee of RM100 will be charged for the shipping and handling of the Sommni mattress during the return process.
• During the return collection process, the Sommni mattress must be wrapped in a layer of plastic to ensure that it does not get damaged or dirty during the return process. Damage to the Sommni mattress due to lack of plastic covering during transport will result in a refund reduction.
• You are only eligible to return one Sommni mattress per address.

Difference between 100 Nights Trial and Sommni's 100 Nights Guaranteed Experience

	100 Night Trial	Sommni's 100 Nights Guaranteed Experience
Cost	Free	Complimentary
Choice	No options	Option to skip the experience and purchase the mattress at a more reasonable price
Return Time Frame	Not accepted	Not accepted
Damages and Stain	Returns are rejected	Returns are accepted
Compensation Fee if Damaged	RM300-RM500	Not Applicable
Fees on Return	Free (charge of RM100-RM200 only applicable on second trip)	RM100 for Shipping and handling / 5% of restocking fee
Time Frame of Refund	After arrival of product at warehouse	After arrival of product at warehouse
Returned Mattress	Donated, but no way of 100% ensuring that	Shredded and Recycled or Refurbished and donated