Return & Refund Policy

Return and Exchange Policy

1. Within “14” days from the date of receiving the product, if you are not satisfied, you may exchange it for a product of equal value. Requirements: The product must be unused, with intact labels and complete packaging. This policy does not apply to items listed as “non-returnable” in the store. No returns or exchanges will be accepted after 3 days.

2. Returned or exchanged products must be sent back to “DIIVAN MANUFACTURING SDN BHD” for inspection. You must ensure the product is in the same condition as received and properly packaged. If the product does not meet these conditions, we reserve the right to refuse the return and send it back.

3. Initial customers must arrange their own transportation for returns and ensure someone is present during pick-up. If the collection fails due to reasons not attributable to us, we reserve the right to refuse the return or exchange.

4. Returns or exchanges are typically processed within “7” days after the item is collected, depending on the chosen logistics service.

5. The exchange timeline may vary, and we will notify you via email.

6. Please contact our customer service at ‘info@diivan.com.my‘ and provide your order number, name, address, and product details (with clear photos).

Defective Product Handling

1. All product descriptions, information, and materials are provided on an “as-is” basis without any express or implied warranties.

2. Product images displayed on the website may differ slightly from the actual product.

3. If you receive a defective product, please contact customer service and provide your order number, name, address, and product details (with clear photos).

4. Upon receiving the returned product, we will conduct an inspection and notify you via email about the exchange arrangements.

5. If an exchange is not possible, we will refund the purchase amount.

6. “DIIVAN MANUFACTURING SDN BHD” reserves the right to refuse any exchange or refund requests.

7. If the returned product is found to be non-defective, the customer must arrange for the item to be shipped back at their own cost, and we are not liable for any associated losses.

8. Normal wear and tear, misuse, or accidental damage do not qualify as defects.

Custom Furniture Policy

We strive to ensure the accuracy of product descriptions, but the specifications shown on the website are for reference only. While we aim to accurately represent colors, variations may occur due to differences in display devices, for which we are not responsible. All products are handmade or machine-made, and natural variations between batches are expected. By placing an order, you acknowledge and accept these characteristics.

Additional Terms for Custom Furniture

Custom pricing includes additional service fees. Custom design plans will be confirmed via email after order placement. Due to the nature of customization, the final product’s color or dimensions may reasonably differ from the design. All custom items are non-returnable.

Color perception may vary due to screen display and ambient lighting. Natural materials will exhibit unique textures, which are characteristics of handcrafted products and not considered defects. The warranty does not cover normal wear and tear, improper care, or accidental damage.

Order Terms

Placing an order constitutes an offer to purchase from “diivanfurniture.com” (trading as “DIIVAN MANUFACTURING SDN BHD”). An order confirmation email does not constitute acceptance of your offer. Prices and stock availability may vary based on supply and material costs. Delivery dates are estimates and may be subject to change.

Non-Returnable Items

• All sofa products

• All chair products

• All table products

Refund Processing Delays

Refunds will be issued to the original payment method:

1. If you do not receive the refund, please check your bank statement.

2. Contact your card issuer to confirm the refund is being processed.

3. Consult your bank regarding the refund timeline.

4. If the issue persists, please contact ‘info@diivan.com.my‘.

Order Cancellation Policy

1. Orders may only be canceled within 24 hours of placement.

2. Orders not shipped within 24 hours will incur a 35% cancellation fee (not applicable to non-returnable items).

3. Shipped orders cannot be canceled and are subject to the return and exchange policy, subject to negotiation.

4. We may offer an exchange as an alternative at our discretion.

5. To request a cancellation, please contact customer service and provide your order number and personal information (via mail).

Right to Refuse Service

1. To protect employee rights, we reserve the right to refuse service to rude or abusive customers.

2. In such cases, we will issue a full refund immediately.

3. We do not discriminate against customers based on race, color, religion, or nationality.