Smootree Malaysia

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Terms and Conditions

Welcome to our website. This website is a property of Smootree Holdings Sdn Bhd, under business registration number of 972275-P. The terms “Smootree Holdings Sdn Bhd” or “we” or “us” refers to Smootree Holdings Sdn Bhd’s property, while the term “you” refers to the user or viewer of this website. We reserve the right to modify the content of our pages without any prior notice. It is your responsibility to check on our terms and conditions regularly to determine that any products, services or information on our site meet your specific requirement. If you continue to browse our website, it acknowledges that you are agreeing with the terms and conditions that governed your use of our website and services.

We strongly advise that any unauthorized use of our website may be claimed as a criminal offence. These may include the content, layout, outlook, design, graphics and appearance. You may print or download our content only for your personal use and commercial use is utterly prohibited. We strictly prohibit any party that uses our property for commercial purposes without our permission.

Any other website that includes photos or information from our website may be as a reference for your convenience to provide further information. We are not responsible with any website that modified content of our website. However, we are not responsible for the content of these websites, unless we are given the consent to them and we will specify them in our website.

Products

We do our best to represent and describe our products specifications and utilities through detailed descriptions, photos and videos to our customers. However, the colours shown on our site may be different on your computer due to the colour reproduction on different computer devices. In our site, we provide you the best furniture with eye-catching look and utilities with the best price, services, packaging that any other party in the market can offer.

Each of our products is imported from different countries, we do group orders to minimise the expensive transportation cost to offer our valuable customers the best price and yet best quality furniture. In Smootree, we offer you some very specific made to order manufacturing model that can bring total uniqueness with superb quality. Our carpenters will manufacture these products once an order has been confirmed. A confirmation email will be sent to you when you confirm your order with us. We will keep you updated with the progress of your products with email.

Our products may have different specification descriptions, packaging, price and after sale services from other parties. Each product is chosen with care and we believe each product is unique and stylish and yet we are able to provide you the best offer in the market. Please note that you may need to do some self-assembly on some particular products. When you make an order in our store, it acknowledges that you agree with our terms and conditions.

Collecting your data

We collect your personal data when you sign up an account, make an order, survey, participating in sweepstakes, register for a service offered by us, write to us in email. These data include your name, email address, phone number, shipping address, and billing address. We disclose and store your personal data carefully and will not sell or provide your information to other third party except for the purpose of our marketing activities and to check the validity of your credit cards with trustful agencies, fraud prevention agencies or other similar parties in relation to the use of your account.

Ordering

You will receive a confirmation email within 24 hours after you confirm to make an order with us. If we are unable to provide your items in a time, we may separate the order.

It is your responsibility to fill in your personal information correctly and accurately on the checkout page. These include your name, delivery address and telephone number. We are not responsible for any inappropriate information that causes delivery to fail. We hold the right to charge you extra delivery costs with any complications raised when delivering the products.

When you confirm to make an order with us, it acknowledges that you have confirmed and agreed with the size of the products, and these products can fit into your room without causing problems to complicate a delivery process when passing the products through doors, lifts, stairs and doorways. Our customer services team will contact you by email or telephone to discuss the delivery details to deliver your products on time successfully.

If you cancel your order before your products are dispatched from our warehouse, we will refund you the full amount paid for the product. Any cancelation of order made after your products are dispatched from our warehouse will incur charges of possible handlings and delivery rates.

Please contact us by email or phone regarding the change of another delivery address. Our customer services team will try their best to fulfil your request before any confirmation. Please note that these may cause possible additional costs.

Payment methods

When you shop in our store, you can make payment using your Credit Cards or Debit Cards or PayPal at smootree.com.my. We will need your credit card and your personal information when carrying out on the check out page. All prices are in Malaysian Ringgit (RM). All the items listed in our store are tax included except shipping charges.

We use Secure Socket Layer (SSL), which is one of the most powerful security systems on the Internet to ensure that our customers’ data is absolutely private and confidential. We will only use your credit card information with trustful payment agencies for the purpose of checking the validity of your credit cards, for fraud prevention issues or other issues that may cause to the viral use of your account. We reserve the right to refuse to process transaction if a credit card is not valid and we will propose alternative payment method for you. Once your payment is processed and confirmed, a confirmation email will be sent to you. Please keep this confirmation email for any process track and as a proof of purchase.

Delivery

We team with GDex to deliver our products to our valuable customers. We deliver to anywhere in Malaysia with appropriate address except PO box. For delivery outside the Malaysia please contact us for further information. Delivery charges may vary with different delivery location and total weight of your products. Additional charges will be applied for locations with more difficulties to get accessed. We will charge you the delivery charge when you make your order on the checkout page. When you click to proceed to checkout page, it automatically acknowledges that you have agreed to pay with the delivery charges.

Delivery lead-time varies for different products ordered. An on-stock product normally will be dispatched within 3 days after your order has been confirmed. You shall receive your product within 5 working days.

For our order-to-make product, the delivery time depends on the level of complication of a product. Normally it should take no longer than 14 weeks time. 

For a large item delivery, our customer service team will offer a premium service to deliver to your requested destination. We will contact you by email and phone to arrange a slot to deliver your product. Once you product is ready to be dispatched, we will send a confirmation email to inform you.

Please note that Saturdays, Sundays, Public Holidays are not counted in as a working day. We are not responsible with any circumstances that are unforeseeable from our control, such as flood, fire, storm, accidents, etc.

Contact

Should you wish to contact our customer service team, you can contact us  through our online form, send us an email at customerservice@smootree.com.my.

To return a product

When you request for a return, we reserve the right to understand the reason behind it. You will have 7 days to make a return if you change your mind. Please email our customer service team to schedule a refund. When you receive your item, we recommend you to check your product immediately before signing the delivery form, to confirm that the delivered products are in good conditions. If a product happens to be faulty, please contact our customer service team within 24 hours of delivery to reschedule replacement for a redelivery. Please send us the photo of your product so that we can take appropriate action upon your case, and we will take this record for a reference purpose to improve our services.

We strongly advise you to check the conditions of the products before any assembly carries on. Any product with drilled holes, fold lines or being used is strictly unaccepted to return.

We strongly advise you to handle the product with care when you return it to ensure that the product is sent back to us in the original, undamaged packaging and in resalable conditions. Please include your order details, personal details and the packaging comes along with the product when you return it. Once we receive your returned product, we will carefully check these items to ensure that they are in saleable conditions and we will advise you the possible refund or replacement. We hold the rights to refuse a refund if an item is not in a resalable condition. Please note that a refund is not approved with any item lost during delivery.

Refund except faulty product and incorrect supplied will be charged at the cost of RM80 for small items, RM100 for medium items and up to RM150 for large items, for the possible labour handling fees and delivery costs.