Damage/Defective/Wrong Items
FURNITURE MANILA | CUSTOMER CARE
Damage, Defective & Wrong Items Policy
At Furniture Manila, we aim to deliver merchandise in good condition and according to your confirmed order.
To ensure concerns are properly documented and addressed, customers are required to inspect their merchandise upon delivery or pick-up.
IMPORTANT: INSPECT BEFORE ACCEPTING
Customers or their authorized representatives must inspect the merchandise upon delivery or pick-up.
Any visible damage, incorrect item, or significant defect should be reported immediately, before the delivery crew leaves or the merchandise is released from our facility.
If an item has a visible concern that requires assessment, customers should notify our personnel so that the affected item can be documented and, where appropriate, returned with the delivery crew.
01. Inspection Upon Delivery or Pick-Up
Furniture Manila requires customers to inspect their merchandise at the time of delivery or pick-up.
The inspection should be conducted before the delivery personnel leave the premises or before the merchandise is released to the customer or authorized representative.
Check the Merchandise
Inspect visible surfaces, finishes, components, and overall condition.
Verify Your Order
Confirm that the model, color, quantity, and items received match your confirmed order.
Report Concerns Immediately
Notify our delivery personnel of any visible damage, missing components, or incorrect merchandise.
Document the Concern
Allow our personnel to record the issue and take photographs for assessment.
If significant damage or an incorrect item is identified during inspection, the affected merchandise should not be accepted without first coordinating with Furniture Manila.
Our team will determine whether the affected item should be returned with the delivery crew for further assessment.
02. What Is Considered Damaged or Defective?
A factory defect generally refers to a significant imperfection or manufacturing issue that affects the normal and intended use of the product.
Examples of Significant Product Defects
- Deep cracks in wood that are not caused by misuse, improper handling, or inadequate care.
- Deep scratches or dents that cannot reasonably be retouched and significantly affect the furniture’s intended use.
- Defective mechanisms that prevent the product from functioning as intended, provided the issue is not caused by misuse.
- Incorrect merchandise where the delivered item is materially different from the product confirmed in the customer’s order.
All reported concerns are subject to verification and assessment. The existence of a visible mark does not automatically establish that the merchandise is defective.
03. What Is Not Considered a Product Defect?
Furniture materials and manufacturing processes may produce minor variations in appearance, texture, and finishing.
The following characteristics are generally considered normal and are not automatically classified as product damage or manufacturing defects.
These examples describe normal product characteristics. However, the actual nature and severity of any reported concern may still require assessment.
04. What to Do If an Issue Is Found
If you discover a significant defect, visible damage, or an incorrect item during delivery or pick-up, please follow the procedure below.
1
Notify Our Personnel Immediately
Inform the delivery crew or releasing personnel before accepting the affected merchandise.
2
Allow Documentation
Our personnel will record the reported concern and take supporting photographs when necessary.
3
Coordinate the Return of the Affected Item
If the item requires further inspection or replacement assessment, our team may arrange for the affected merchandise to be returned with the delivery crew.
4
Await Assessment and Resolution
Furniture Manila will review the documented concern and advise the customer of the applicable resolution, subject to product availability, policy, and applicable consumer protection laws.
05. Concerns Reported After Delivery Acceptance
Customers are expected to complete their inspection before accepting the merchandise.
Once the delivery has been completed and the items have been accepted, any subsequently reported concerns will require additional verification.
Important: Acceptance of merchandise without reporting visible concerns at the time of delivery may be considered when assessing a subsequent claim.
Furniture Manila may review delivery photographs, inspection records, acknowledgment documents, and other available evidence to determine the condition of the merchandise at the time of release.
Claims involving minor cosmetic imperfections will be evaluated in accordance with the product characteristics outlined in this policy.
Claims involving significant manufacturing defects, incorrect merchandise, or other issues covered by applicable consumer protection laws will be assessed separately.
Submission of a claim does not automatically guarantee replacement, repair, refund, or exchange.
06. Natural Material Characteristics & Proper Care
Handmade and manufactured furniture may naturally vary in color, texture, and appearance.
Such variations may occur in natural, stained, or dyed wood surfaces; painted wood and metal; decorative finishes; and furniture coverings manufactured using different dye lots.
Leather and fabric may naturally wrinkle, stretch, fade, discolor, or experience wear over time.
Wood and metal surfaces may also develop scratches, chips, stains, fading, or discoloration depending on environmental conditions, usage, and maintenance.
Unless expressly identified as suitable for outdoor use, furniture intended for indoor environments should not be exposed to outdoor conditions.
Customers are responsible for exercising proper care and following appropriate maintenance practices to help preserve their furniture.
Policy Assessment & Limitations
Furniture Manila reserves the right to assess claims and decline requests that fall outside its published return and warranty policies, subject to applicable laws.
Each reported concern will be evaluated based on the nature of the issue, supporting documentation, product condition, and relevant purchase and delivery records.
Nothing in this policy is intended to limit rights or remedies that cannot legally be excluded under Philippine consumer protection laws.
Need Assistance With Your Order?
For concerns regarding damaged, defective, or incorrect merchandise, please contact our Customer Support Team and provide your order number and supporting photographs.