Terms of service

Last updated: 16 August 2023

These Terms and Condition set out the terms and conditions on which we supply any of the products (“Product” or “Products”) listed on our website www.kayulamahome.com (“our site”) to you.

Please read these Terms of Sale carefully before ordering any Products from our site. If you do not agree to these Terms of Sale you must not order any Product from us.

1. Ordering Products

1.1 You can place an order by following the process outlined on our site. You acknowledge that by placing an order with us you will be under an obligation to pay for the Products in that order if we accept your order.

1.2 All orders are subject to acceptance by us. We will send you a confirmation e-mail after receiving your order and this will constitute acceptance by us. The contract between you and us will only be made when we send you this email.

1.3 We will charge your chosen payment method after we accept your order. We will send a further email when your order has been dispatched.

1.4 Before you order from us, it is your responsibility to check and determine your full ability to receive the Products ordered. This includes ensuring that the Products ordered will pass freely into your room of choice, they fit in that room, can be transported through the door of your flat or room, stairs and doorways, and there are no other issues that could make delivery more complicated or impossible.

1.6 You must keep the contact details we hold for you up-to-date so that we can contact you if necessary about your order or the delivery of the Products.

    2. Image and Sizing of Products

    2.1 We made every effort to make sure the colors in the picture are accurate, however there might be color differences due to the lighting and your device. The Products delivered to you may vary slightly from the image displayed on our website. If you are uncertain you can contact us to request a swatch panel. 

    2.2 Even though we made every effort to be as accurate as possible, our Products are hand-made. The dimensions and details we show on our site and the Products you receive may vary slightly.

    2.3 All Products using recycled teak and/or recycled pine as material will have some imperfections such as patching, nicks & nail holes due to the origin of the woods.

    2.4 All Products using teak root material and Products labeled as "live edge" are meant to have organic shapes thus their shapes will vary.

      3. Prices of Products

      3.1 The price of any Product may change from time to time, but changes will not affect any order we have accepted.

        4. How to Pay

        4.1 We accept payment with the payment methods listed on our site.

        4.2 By submitting an order to us through our site, you are confirming that the payment details provided on your order are valid and correct.

          5. Delivery

          5.1 We offer free delivery service for shipment to Jakarta, DIY Yogyakarta, Central Java, West Java, East Java and Bali. For further information about our delivery service please refer to our Delivery Policy.

          5.2 Once we accept your order, our staff will be in touch to discuss delivery arrangements.

          5.3 For furniture Products, delivery arrangements must be confirmed by you. If we can not reach you until dispatch date is due, we will delay the shipment.

          5.4 All furniture Products will be dispatch in 7-10 business days while small accessories Products will be dispatch in 2-3 days. We make our Products in small batches, meaning if your item require minor repairs and there are no replacement available we will need time to do those repairs.

          5.5 We deliver your order in group. In case you put an accessories Product and furniture Product in the same order, it will be dispatch together in 7-10 business days.

          5.6 You should receive your order in 1-2 days after dispatched.

          5.7 Even though we made every effort to deliver your order on time, note that the dates mentioned above are estimation only and might change due to unpredictable circumstances.

          5.8 Any Product damage caused by handling or shipment process will be covered by us.

          6. Cancelations, Returns & Refunds

          6.1 To submit a request for cancelations, returns and refunds you can send an email to our customer support at support@kayulamahome.com.

          Cancelations

          6.2 If you make an order for ready stock Products through our site, you can request a cancelation as long as your order has not been dispatched. Once dispatched, you can not request a cancelation.

          6.3 If you order custom Products, once we start processing your order, it can not be canceled.

          Returns

          6.4 If the Products you received is wrong, faulty, damaged, or mis-describe you can request for a return by sending a request form to our customer support. We will arrange a pick-up time that suits you. All handling, re-packing and delivery fee back to our warehouse will be covered by us.

          6.5 You can either ask for replacement or a refund.

          Refunds

          6.6 We will refund your order once the items arrived at our warehouse.

          6.7 We will refund your order using the same payment method you use to purchase.

          Exceptions

          6.8 We can't accept returns and refund for Products on sale.

          7. Custom Products

          7.1 If you want to make a customized order you can reach us through email at sales@kayulamahome.com, send send us a Whatsapp or message us on Instagram.

          7.2 You can discuss the details of your orders with our sales representative.

          7.3 All orders are subject to acceptance by us. The contract between you and us will only be made when your down-payment is accepted. Once we accept your down-payment we will start processing your order.

          7.4 Once we start processing your order, customized Products can not be canceled, nor returned.

          7.5 If the customized Products you received is faulty or damaged, we can arrange a repair service for you.

          8. 2-Years Guarantee

          8.1 All furniture Products under KAYULAMA Home vendor you purchased through our site have a 2-Years Guarantee (valid from the date of delivery).

          8.2 This guarantee covers :

          • Manufacturing flaw cause cracks, breakage, split despite normal usage.
          • Hinge or railing malfunction despite normal usage.

          8.3 This guarantee does not cover :

          • The timber has been subject to adverse moisture.
          • There's evidence of product abuse, misuse or use in a non-domestic environment
          • The product hasn't been properly maintained in accordance with our care instructions
          • The product is in an unsanitary condition (caused by pets, for example). We also reserve the right to refuse to collect and/or dispose of any unsanitary product.

          8.4 Guarantee automatically invalidated if :

          • The Product has been repaired by someone beside KAYULAMA Home.

          8. 5 How to claim your guarantee. 

          If you need to make a claim you can drop us an email, open a live chat or speak to us on the phone. Our hours are Monday to Friday 09:00-17:00.

          • You'll need proof of purchase including your order confirmation.

          • Send us a picture or video of the problem.

          Exceptions

          8.6 Guarantee doesn't include sales items, or Product that is not under KAYULAMA Home vendor. 

          9. Repair Service

          9.1 If you no longer have guarantee, we offer repair service for all furniture Product under KAYULAMA Home vendor for certain amount of price depending on the Product and the damage.

          9.2 You can request a repair service through our customer support email at support@kayulamahome.com or send us a whatsapp.