Warranty Policy
Rockwood Furniture KL Sdn Bhd (Rockwood) offers a limited warranty on our products against defects in materials and workmanship for a specific period from the date of purchase. This warranty is not transferable and will therefore only be available for the original customer.
This warranty only covers normal household use. Commercial or institutional use is strictly not covered.
The warranty does not cover damage resulting from exposure to extremes in temperature or humidity, neglect, accidental wear and tear, unauthorised repair, alteration, abuse or misuse of the product.
The colour of products may vary when seen online, Rockwood will not accept any return or issue credit if the purchaser is not satisfied with the product colour or wood grain or similar.
This warranty is limited to the repair or replacement of the product, or providing product of equivalent type and quality if a replacement is unavailable. Repair or replacement shall be authorised only when it is proven by the customer service representative that the product is malfunctioning due to manufacturing defects. Photos and/or videos of the defective product must be submitted to Rockwood any repair or replacement to be authorised.
Rockwood reserves the right to determine if a repair or replacement is necessary.
Standard Warranty does NOT include transportation. The customer is responsible for the transportation of the goods to our workshop.
This is a limited warranty and specifically excludes liability for consequential property or commercial damages. Rockwood is not liable for alleged or actual injury, death, or damage arising from negligence or misconduct by purchaser or dealer. Additionally any claims from the purchaser must be made by contacting Rockwood directly.
Warranty Period:
Standard products: All products are covered for any natural defects that may occur over time, such as cracks, that are the result of normal indoor usage as outlined above, Rockwood will cover the costs of repairs for 1 year from the time of purchase. If items are left with Rockwood for storage, the warranty period will start as soon as the storage begins. Replacement of such items is only available in the first 12 months from the date of purchase and Rockwood reserves the right to determine if a repair or replacement is necessary.
Limited Stock/End-of-life products: For one-off products or final stock, replacement is not available during warranty period. If items are left with Rockwood for storage, the warranty period will start as soon as the storage begins.
Pre-owned products: The standard warranty period for pre-owned products is 3 months from the date of purchase. If items are left with Rockwood for storage, the warranty period will start as soon as the storage begins.
As-is products: Items marked and sold as Damaged Goods or Factory Seconds are sold with a 3 month warranty fro the date of purchase. If items are left with Rockwood for storage, the warranty period will start as soon as the storage begins.
Custom order products: The standard warranty for custom order products is 1 year unless otherwise stated in the details of the sale.
Storage: If items are left with Rockwood for storage the warranty period will start as soon as the storage begins.
Extended Warranty:
In addition to the standard 1 year warranty, Rockwood also offers extended warranties for some of its products. These extended warranties are an optional add-on you can purchase at the time of sale. It extends coverage to 3, 5 or 10 years from the date of purchase and includes complimentary transportation (pickup and return) for covered service requests within the standard delivery area within the Klang Valley (approximately 40km by road from our central warehouse location in Sungai Penchala).
For addresses outside the standard delivery area but no more than 90km from our warehouse, there will be a RM100 fee per claim.
For addresses outside the 90km zone from our warehouse location, transportation will not be covered under the extended warranty program.
Adding extended warranty after the initial sale/purchase is at the discretion of Rockwood Furniture.
