Custom Order Policy

Custom Order Policy

Last updated: 12 August 2026

At Furniture by Waweru, we offer custom and made-to-order furniture designed and manufactured according to each customer's requirements. Custom orders may involve specific dimensions, materials, finishes, colours, designs or other modifications.

Because these products are produced specifically for the customer, different terms apply to custom orders compared with standard stock items.

1. Quotation & Order Confirmation

All custom orders begin with a quotation based on the customer's requirements.

Before production begins, the customer will be required to confirm the following:

  • Product design

  • Dimensions

  • Materials

  • Finish and colour

  • Quantity

  • Agreed price

  • Estimated production timeline

  • Any other relevant specifications

Confirmation may be provided through WhatsApp, email, an online enquiry form or another agreed communication channel.

Production will only begin after the order has been confirmed and the required deposit has been received.

2. Deposit & Balance

A 50% deposit of the total order value is required to confirm a custom order and commence production.

The remaining 50% balance is payable before delivery or collection, unless otherwise agreed in writing.

The deposit covers commitments made towards materials, labour, design and production.

Where a different payment arrangement has been agreed, the terms stated on the customer's quotation or invoice will apply.

3. Production Timeline

Production timelines vary depending on:

  • Complexity of the design

  • Availability of materials

  • Quantity ordered

  • Required finishes

  • Current production workload

  • Any changes requested by the customer

An estimated production timeline will be provided when the order is confirmed.

Estimated timelines are not guaranteed delivery dates unless expressly agreed otherwise.

We will make reasonable efforts to keep the customer informed of significant production delays.

4. Design Approval

The customer is responsible for carefully reviewing and approving the final specifications before production begins.

This includes checking:

  • Dimensions

  • Design

  • Materials

  • Colours

  • Finishes

  • Hardware

  • Quantity

  • Any other agreed specifications

Once the customer has approved the specifications and production has commenced, changes may not be possible without additional costs or delays.

5. Changes to Confirmed Orders

Requests to change a custom order should be made as early as possible.

Changes requested before production begins may be accommodated where practical and may result in a revised quotation.

Once production has started, changes may:

  • Not be possible

  • Require additional materials

  • Require additional labour

  • Extend the production timeline

  • Result in additional charges

Any additional costs will be communicated to and approved by the customer before the additional work is undertaken where reasonably practicable.

6. Cancellation

Customers wishing to cancel a custom order should contact us immediately.

Before production begins

Cancellation requests will be considered based on the circumstances of the order and any costs already incurred.

Where materials have already been purchased specifically for the order or other non-recoverable costs have been incurred, these costs may be deducted from any applicable refund.

After production begins

Because custom furniture is manufactured specifically for the customer, cancellation after production has commenced may result in the deposit being retained to cover materials, labour and other costs already incurred.

Where the costs incurred exceed the deposit paid, additional amounts may be payable depending on the circumstances and agreed order terms.

7. Custom Dimensions & Measurements

Customers providing their own measurements are responsible for ensuring that the measurements supplied are accurate.

Where Furniture by Waweru carries out the measurements, the measurements recorded and confirmed as part of the quotation will be used for production.

Customers should ensure that the intended installation area is accessible and ready to receive the furniture.

8. Natural Materials & Handmade Characteristics

Where furniture is made using natural timber or other natural materials, variations in:

  • Grain

  • Colour

  • Texture

  • Knots

  • Natural markings

  • Minor tonal differences

may occur.

These characteristics are part of the natural material and should not automatically be considered defects.

Handcrafted products may also have minor variations that distinguish them from mass-produced products.

9. Quality, Damage & Incorrect Specifications

Every custom piece is inspected before delivery or collection.

If a custom order arrives damaged, defective or does not substantially match the specifications agreed at the time of order, please contact us within 48 hours of delivery and provide photographs and details of the issue.

Depending on the circumstances, Furniture by Waweru may arrange a:

  • Repair

  • Replacement

  • Correction

  • Exchange

  • Refund

The appropriate resolution will depend on the nature of the issue.

10. Delivery & Installation

Delivery and installation arrangements will be agreed before or at the time of order.

Additional charges may apply depending on:

  • Delivery location

  • Furniture size

  • Distance

  • Number of items

  • Installation requirements

  • Access conditions

Customers are responsible for informing us of any access restrictions that could affect delivery or installation, including narrow entrances, staircases, restricted parking or other relevant site conditions.

11. Final Payment

Unless otherwise agreed, the outstanding balance must be settled before the furniture is delivered or collected.

Furniture may be withheld until the outstanding balance has been received.

12. Returns & Refunds

Custom and made-to-order furniture is generally not eligible for return due to change of mind, as it has been manufactured specifically according to the customer's requirements.

This does not affect any applicable rights relating to products that are faulty, damaged or do not conform to the specifications agreed for the order.

For further information, please refer to our Returns & Refund Policy.

13. Contact Us

For questions, changes or updates relating to a custom order, contact:

Furniture by Waweru

Through our Contact page or WhatsApp.

This policy may be updated from time to time. The terms applicable to a particular custom order will also include the specifications, quotation and payment terms agreed with the customer.