Terms of service

Terms of Service

This website is operated by PT Heavenly Home Furniture, a registered Indonesian company operating as an online furniture retailer and custom furniture provider.

Throughout the site, the terms “we”, “us”, and “our” refer to PT Heavenly Home Furniture. By visiting our website, browsing our products, placing an order, or using any of our services, you agree to be bound by the following Terms of Service.

Please read these Terms carefully before using our website or placing an order.

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. Online Store Terms

By using this website, you confirm that you are legally permitted to use our services and place orders under the laws applicable to you.

You agree not to use our products, website, or services for any unlawful or unauthorised purpose.

You must not transmit viruses, malware, or any harmful code through our website.

A breach of these Terms may result in the termination of your access to our services.

2. General Conditions

We reserve the right to refuse service to anyone for lawful and reasonable reasons, including suspected fraud, misuse of our website, abusive behaviour, payment issues, or orders that cannot reasonably be fulfilled.

You understand that your information, excluding payment card details, may be transferred over networks and adapted to meet technical requirements of connected networks or devices.

Payment card information is handled securely through third-party payment providers and is not stored directly by PT Heavenly Home Furniture.

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any part of our website, products, content, images, branding, or services without our written permission.

3. Accuracy of Information

We aim to ensure that all product information, pricing, descriptions, images, policies, and website content are accurate and up to date.

However, occasional errors, omissions, or inaccuracies may occur. We reserve the right to correct errors, update information, change prices, or cancel orders where information was incorrect.

Product images are provided for guidance. Due to screen settings, lighting, photography, editing, natural materials, and handmade production methods, actual colours, textures, grains, finishes, dimensions, and appearance may vary slightly.

4. Product Information

PT Heavenly Home Furniture sells handcrafted furniture, home décor, lighting, accessories, and custom-made interior pieces.

Many of our products are handmade using natural materials, including but not limited to wood, rattan, stone, resin, glass, metal, fabric, and other artisan materials.

Natural variation in colour, grain, texture, shape, size, pattern, and finish is part of the character of handmade and natural products. These variations are not considered defects unless the product materially differs from the agreed specification.

5. Custom Orders and Made-to-Order Products

Some products may be custom-made, made-to-order, personalised, specially sourced, or produced according to customer specifications.

Custom and made-to-order items may require production time before dispatch. Estimated production and delivery timeframes will be communicated during the order process where possible.

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.

For additional information, please refer to our Custom Order Terms & Conditions, where applicable.

6. Pricing and Payment

All prices are displayed in the currency shown on our website at the time of purchase.

Prices may be subject to change without notice.

We reserve the right to correct pricing errors or cancel an order if a product has been listed at an incorrect price due to system, typographical, supplier, or administrative error.

Payment must be completed using the available payment methods shown at checkout.

Orders are not confirmed until payment has been successfully received and accepted.

7. Shipping and Delivery

Shipping costs, delivery methods, and estimated delivery times may vary depending on the product size, weight, destination, courier service, handling requirements, and delivery location.

Small and ready-to-ship items may be shipped using standard domestic courier services.

Large furniture, fragile items, oversized products, and custom orders 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.

Delivery timeframes are estimates only and may be affected by courier delays, weather, traffic, production schedules, supplier availability, regional restrictions, public holidays, or other circumstances outside our control.

For full details, please refer to our Shipping & Delivery Policy.

8. Returns, Refunds, and Exchanges

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

Eligible ready-to-ship items may be returned within the stated return period if approved by our team.

Returned items must be unused, undamaged, complete, and returned in their original packaging where possible.

Customers are responsible for return shipping costs unless the item was confirmed to be incorrect, defective, or damaged before delivery.

Large furniture, oversized items, fragile products, and heavy items may require specialist return logistics.

9. Damaged, Defective, or Incorrect Items

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.

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.

We will assess each case fairly and may offer repair, replacement, partial refund, full refund, or another appropriate solution depending on the circumstances.

10. Availability and Order Acceptance

All orders are subject to product availability, supplier availability, production capacity, and successful payment confirmation.

We reserve the right to refuse, limit, or cancel an order if:

- the product is unavailable,
- the price or product information was incorrect,
- payment is not completed,
- delivery is not reasonably possible,
- fraud or misuse is suspected,
- the order cannot be fulfilled safely or commercially.

If we cancel an order after payment has been received, we will arrange a refund where appropriate.

11. Third-Party Services

We may use third-party services to support our website, payments, shipping, analytics, communication, marketing, and logistics.

These may include payment providers, courier companies, logistics aggregators, Biteship-supported courier services, Shopify, Google services, and other operational tools.

We are not responsible for third-party service interruptions, delays, technical issues, or failures outside our reasonable control.

Use of third-party services may also be subject to their own terms and policies.

12. Website Content and Intellectual Property

All website content, including text, images, product descriptions, logos, graphics, layout, branding, and design elements, belongs to PT Heavenly Home Furniture or is used with permission.

You may not copy, reproduce, distribute, modify, or use our content for commercial purposes without our written permission.

13. User Comments, Reviews, and Submissions

If you submit reviews, comments, photos, messages, ideas, or other content to us, you agree that we may use, edit, publish, or display that content for customer service, marketing, website, or business purposes, unless otherwise agreed.

You must not submit unlawful, abusive, misleading, defamatory, offensive, or harmful content.

We reserve the right to remove or refuse content that we consider inappropriate, misleading, or harmful.

14. Prohibited Uses

You are prohibited from using our website or services:

- for unlawful purposes,
- to violate any laws or regulations,
- to infringe intellectual property rights,
- to harass, abuse, insult, harm, defame, or discriminate,
- to submit false or misleading information,
- to upload viruses or malicious code,
- to collect or track personal information of others,
- to spam, phish, crawl, scrape, or interfere with website security,
- to misuse our products, services, or content.

We reserve the right to terminate your access to our website or services if you breach these prohibited uses.

15. Limitation of Liability

We aim to provide reliable products, information, and services, but we do not guarantee that your use of our website will be uninterrupted, error-free, secure, or free from technical issues.

To the fullest extent permitted by law, PT Heavenly Home Furniture shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from your use of our website, products, services, or third-party services.

Nothing in these Terms limits any rights that cannot legally be excluded under applicable consumer protection laws.

16. Indemnification

You agree to indemnify and hold harmless PT Heavenly Home Furniture, its directors, employees, contractors, suppliers, service providers, and partners from any claim or demand arising from your breach of these Terms, your misuse of our website or services, or your violation of any law or third-party rights.

17. Privacy

Your submission of personal information through our website is governed by our Privacy Policy.

Please review our Privacy Policy to understand how we collect, use, store, and protect customer information.

18. Changes to These Terms

We reserve the right to update, change, or replace any part of these Terms of Service at any time by posting updates on this page.

It is your responsibility to check this page periodically for changes.

Your continued use of our website after changes are posted means you accept the updated Terms.

19. Governing Law

These Terms of Service are governed by the laws of the Republic of Indonesia.

Any disputes will be handled in accordance with applicable Indonesian law.

20. Contact Information

For questions about these Terms of Service, please contact:

PT Heavenly Home Furniture