FAQs

Can I cancel after ordering?

Once confirmed, cancellations are not allowed for bulky or custom items.

What is a pre-order or group buy?

Some products are offered based on minimum order quantities and estimated fulfilment timelines. We will keep you updated.

Will the product look exactly like the photos?

Colours and textures may vary slightly due to lighting, screen display, and surrounding environment. This is normal.

How do I know if it will fit?

Please check all product dimensions and your access space before ordering.

Will someone contact me before delivery?

Yes. Our logistics team will contact you to confirm the delivery details before your delivery is made.

What should I prepare for bulky item delivery?

Please ensure there is clear access from the truck to your unit and lift access is available if required.

How do I contact Bersama Project?

You can reach us via email or WhatsApp for any questions.

What payment options we offer?

We do accept online banking or DuitNow, Visa, Mastercard and eWallet or QR payments.

Delivery Coverage:

Klang Valley (Bersama Connect)

•Free delivery is provided by Bersama Connect within Klang Valley only.

Peninsular Malaysia (Outside Klang Valley)

•Free self-pickup is available.

•Customers must arrange their own logistics.

•If you require Bersama Project’s assistance in arranging delivery, additional charges will apply and will be quoted via email or WhatsApp before confirmation.

Other Areas (East Malaysia & Other Countries)

•Subject to arrangement.

•Please contact us before placing your order.

Delivery Schedule (Klang Valley only)

•Order cut-off: Every Wednesday, 12:00 PM

•Delivery day: Thursday

•Orders placed after Wednesday 12:00 PM will be scheduled for the following Thursday.

Additional delivery trips may be arranged upon request and subject to availability. Additional charges may apply.

Bulky Item Delivery Requirements

Customers are responsible to ensure:

•Lift access is available (if applicable).

•Clear and safe access pathway from truck to delivery location.

Additional charges may apply for:

•Staircase delivery.

•Restricted or difficult access.

•Redelivery due to failed or incomplete delivery.

Failed or Unsuccessful Delivery

If delivery fails due to:

•Customer not being available.

•Incorrect address.

•No lift access or blocked pathways.

•Any site condition preventing unloading.

Additional redelivery or handling charges will apply.

Pre-Delivery Confirmation

Customers are responsible to confirm:

•Delivery location.

•Access conditions.

•Lift availability.

Before placing an order. Our logistics team will contact customers before delivery to confirm the delivery date, location, and access conditions.

1. Non-Returnable Items

Due to the nature of our products, the following items are non-returnable and non-refundable:

•Sofas

•Bed Frames

•Mattresses

•SPC Flooring

•Paint

•Kitchen Piano

These items are heavy, bulky, hygienic-sensitive, or made to order and cannot be resold once delivered.

2. Damage on Arrival (DOA)

If your item arrives damaged, you must:

•Notify us within 48 hours of delivery

•Provide clear photos and/or videos showing the damage

•Claims submitted after 48 hours may not be accepted

If approved, Bersama Project may arrange one of the following, depending on assessment:

•Replacement

•Repair

•Partial refund

All DOA claims are subject to verification and final approval by Bersama Project.

3. Return, Collection & Inspection (If Approved)

If a return, replacement, or repair is approved:

•Collection or exchange will be arranged by Bersama Project or our appointed logistics partner

•Customers are not permitted to arrange their own return shipment for bulky items

•Collection will be scheduled within a mutually agreed timeframe

Collection Charges:

•If the issue is confirmed to be a manufacturing defect or delivery damage, collection and replacement will be arranged at no cost

•If the issue is due to customer error (wrong size, access issue, colour preference, change of mind, etc.), all collection and redelivery costs will be borne by the customer

Items collected for inspection must be in original, unused, and uninstalled condition. Items found to be used, installed, or damaged after delivery will not qualify for refund or replacement.

4. Change of Mind

We do not accept returns or refunds due to:

•Change of mind

•Colour or size preference

•Measurement or access mismatch after order confirmation

5. Refund Method

Approved refunds will be processed via the original payment method within 7–14 working days after inspection and approval.

Do you offer installation?

Installation availability depends on product and location. Please contact us for more information.

Warranty coverage varies by product category.

1. Sofa & Bed Frame Warranty

Sofas and bed frames are covered by a 5-year warranty on the following components only:

•Wooden structure

•Foam

•Internal lining and stitching

This warranty applies to manufacturing defects only.

The warranty does not cover:

•Fabric, leather, or surface finishes

•Normal wear and tear

•Softening, sagging, fading, or cosmetic changes over time

•Damage caused by misuse, improper handling, or improper installation

•Damage caused by moisture, pests, or environmental conditions

2. Other Products

For all other products, warranty periods and coverage are stated on each individual product page.

3. Warranty Claim Process

To make a warranty claim:

•Contact us with proof of purchase

•Provide clear photos and/or videos of the issue

•Our team will assess the claim before approval

Repair, replacement, or other remedies will be determined after inspection.

The Long Friendship Program is available only for sofas and bed frames.

This program allows customers to refresh and renew their furniture over time by:

•Changing fabric colour

•Changing fabric texture

•Replacing worn fabric

Orders

Payments

Shipping

Return & Refund

Installment Plans

Warranty

Long Friendship Program