Craftsmanship & Warranty

Craftsmanship & Warranty

At PT Heavenly Home Furniture, every piece we offer is selected, crafted, or finished with care. Our products are made using natural materials and artisan production methods, which means each item may have its own unique character, texture, grain, colour tone, and finish.

"As an independent online studio, we do not hold physical retail inventory. All furniture pieces are individually made-to-order upon checkout confirmation. Please factor our 2 to 3 week production timeline into your delivery expectations when ordering from our studio."

This page explains our approach to handcrafted quality, natural material variation, product care, and warranty support.

Business Information

Business Name:
PT Heavenly Home Furniture

Registered Address:
Jalan Raya Puputan No B10, Renon
Denpasar Selatan, Bali 80225
Indonesia

Business Type:
Online furniture retailer and custom furniture provider

Website:
https://heavenlyhomefurniture.id

Email:
info@heavenlyhomefurniture.id

WhatsApp:
+62 822 7771 1981

PT Heavenly Home Furniture operates as an online business. We do not have a public showroom. Orders, custom designs, delivery, and customer support are handled online by appointment.

1. Handcrafted Products

Many of our products are handmade, hand-finished, or produced using traditional artisan techniques.

Because of this, small differences between products are normal and expected. These may include variations in:

- wood grain
- colour tone
- texture
- size
- shape
- pattern
- finish
- carving detail
- joinery
- handmade surface character

These natural and handmade characteristics are part of the beauty of artisan furniture and home décor. They are not considered defects unless the item materially differs from the agreed product specification.

2. Natural Material Variation

Our products may include natural materials such as:

- teak wood
- suar wood
- rattan
- bamboo
- stone
- marble
- glass
- resin
- metal
- leather
- fabric
- textiles
- natural fibres

Natural materials can vary from piece to piece. Wood may contain knots, grain movement, colour variation, mineral marks, small cracks, or natural surface features. Stone may vary in pattern, tone, veining, and texture. Rattan and natural fibres may show slight differences in weave, shape, and colour.

These variations are normal and are not considered faults.

3. Colour, Photography, and Screen Differences

We aim to show our products as accurately as possible through photography, video, and product descriptions.

However, actual colours and finishes may vary slightly due to:

- lighting conditions
- photography settings
- screen brightness
- screen colour settings
- editing and image compression
- natural material variation
- handmade finishing methods

A slight colour or tone difference between website images and the delivered product is not considered a defect unless the product is materially different from the agreed specification.

4. Product Dimensions

Product dimensions are provided as accurately as possible.

Because many products are handmade or made using natural materials, slight variations in measurements may occur.

For custom-made or made-to-order products, agreed measurements will be used as the reference specification. However, small tolerances may still apply due to handmade production methods and the natural behaviour of materials.

5. Custom and Made-to-Order Products

Custom-made, made-to-order, personalised, bespoke, or specially sourced products are produced specifically for each customer.

These products may involve:

- custom dimensions
- selected materials
- selected finishes
- selected colours
- design adjustments
- artisan production
- supplier coordination
- specialist handling or delivery

Once production, sourcing, preparation, or customisation has started, cancellations may not be possible.

Custom-made, made-to-order, personalised, bespoke, or specially sourced items are not eligible for return, exchange, or refund unless they are confirmed to be defective, damaged, or materially different from the agreed order specification.

6. Production and Delivery Timeframes

Estimated production and delivery timeframes are provided in good faith.

Timeframes may vary depending on:

- product availability
- artisan production schedules
- material availability
- supplier preparation
- finishing requirements
- weather conditions
- courier or logistics availability
- public holidays
- regional delivery access
- customs or transport delays, where applicable

We will keep customers updated where reasonable if there are significant changes to expected timeframes.

7. Delivery and Handling

Furniture, fragile items, oversized products, and custom pieces may require specialist handling, dedicated transport, scheduled delivery, or additional manpower.

Domestic deliveries may be arranged through trusted courier and logistics partners, including Biteship-supported courier services where available.

Customers are responsible for ensuring that items can safely access the delivery location, including doorways, lifts, staircases, roads, parking areas, and building access.

If special handling, additional manpower, or alternative delivery arrangements are required, additional charges may apply.

8. Delivery Damage

Customers should inspect their order as soon as it arrives.

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible with:

- your order number
- clear photos or video of the item
- photos or video of the packaging
- a description of the issue
- delivery date
- any courier or delivery notes where available

Damage or delivery issues should ideally be reported within 24–48 hours of receipt so we can review the matter with the relevant courier, logistics provider, or delivery partner.

Where an issue relates to delivery damage, we may need to review the case with the relevant courier, logistics provider, or Biteship-supported courier service, where applicable.

9. Warranty Coverage

PT Heavenly Home Furniture provides product support for workmanship and manufacturing quality issues, subject to product type, usage, care, and assessment by our team.

Unless stated otherwise on the product page or agreed in writing, warranty support applies to eligible manufacturing or workmanship issues reported within 12 months from the date of delivery.

Warranty support may cover issues such as:

- structural manufacturing defects
- workmanship faults
- faulty joinery caused by a production error
- significant defects in construction
- manufacturing issues that affect normal product use

Warranty support applies only where the issue is not caused by normal use, misuse, incorrect care, unsuitable placement, accidental damage, customer-arranged transport, third-party handling, or environmental exposure.

10. What Warranty Does Not Cover

Warranty support does not cover:

- normal wear and tear
- natural material variation
- colour, grain, texture, veining, weave, or finish variation
- minor handmade irregularities
- small measurement tolerances
- accidental damage
- misuse or neglect
- improper cleaning or maintenance
- incorrect installation or assembly by the customer or third parties
- modifications made after delivery
- damage caused by moving, relocation, or customer-arranged transport
- damage caused by moisture, heat, direct sunlight, humidity, rain, outdoor exposure, pests, mould, or environmental conditions
- damage caused by unsuitable indoor or outdoor placement
- damage caused by harsh chemicals, abrasive cleaners, or improper care products
- fabric staining, fading, pilling, or wear caused by normal use
- glass, stone, resin, or ceramic damage caused by impact or misuse
- metal oxidation, patina, or surface changes caused by the environment or lack of care

Natural changes in materials over time are normal and are not considered warranty defects.

11. Outdoor and Semi-Outdoor Use

Some products may be suitable for outdoor or semi-outdoor use only where clearly stated.

Products not specifically described as outdoor-suitable should be used indoors or in protected environments.

Outdoor and semi-outdoor placement may expose products to sunlight, rain, humidity, salt air, pests, mould, and temperature changes. These conditions can affect wood, rattan, fabric, metal, stone, resin, and finishes over time.

Damage caused by unsuitable outdoor exposure, weather, humidity, or environmental conditions is not covered by warranty unless the product was specifically sold as suitable for that use and the issue is confirmed to be a manufacturing defect.

12. Care and Maintenance

Customers are responsible for following suitable care and maintenance practices for their products.

General care recommendations include:

- clean regularly with a soft dry or slightly damp cloth
- Avoid harsh chemicals and abrasive cleaners
- Avoid prolonged direct sunlight where possible
- avoid excessive moisture or standing water
- Use coasters, placemats, and protective pads where appropriate
- lift furniture carefully rather than dragging it
- keep products away from extreme heat or humidity
- follow any product-specific care instructions provided

Improper care or lack of maintenance may affect warranty eligibility.

13. Warranty Claim Process

To request warranty support, please contact us with:

- your order number
- clear photos or video of the issue
- photos of the full product
- close-up photos of the affected area
- a description of the problem
- the date the issue was first noticed
- details of how and where the product has been used
- any relevant delivery or handling information

Warranty claims are reviewed on a case-by-case basis.

We may request additional photos, videos, or information before making an assessment.

14. Warranty Resolutions

If a warranty issue is confirmed, we may offer a suitable resolution depending on the product, issue, availability, and circumstances.

Possible resolutions may include:

- repair guidance
- local repair support
- replacement parts
- product repair
- replacement item
- store credit
- partial refund
- full refund where appropriate
- another reasonable solution agreed with the customer

For handmade, natural, custom, or made-to-order products, an exact replacement may not always be possible due to natural material variation and artisan production methods.

15. Returns and Refunds

Returns, refunds, and exchanges are handled according to our Refund & Return Policy.

Custom-made, made-to-order, personalised, bespoke, or specially sourced products are not eligible for return, exchange, or refund unless they are confirmed to be defective, damaged, or materially different from the agreed order specification.

For damaged, defective, or incorrect items, customers should contact us as soon as possible after delivery with supporting photos or video.

16. Customer Support

For craftsmanship, care, warranty, damage, or product support enquiries, please contact:

PT Heavenly Home Furniture

Registered Address:
Jalan Raya Puputan No B10, Renon
Denpasar Selatan, Bali 80225
Indonesia

Email:
info@heavenlyhomefurniture.id

WhatsApp:
+62 822 7771 1981

Customer enquiries are typically responded to within 24–48 business hours.

17. Final Note

By placing an order with PT Heavenly Home Furniture, you acknowledge that many of our products are handmade, natural, artisan-produced, custom-made, or specially sourced.

You also acknowledge that natural variation, handmade character, and slight differences in colour, texture, grain, finish, or dimensions are part of these products and are not considered defects unless the item materially differs from the agreed order specification.