We’re glad you’re here. When you shop with Bar Stool Santai, we want the entire process, from ordering to unboxing, to be smooth and worry-free. This page explains how we handle shipping, returns, and warranty coverage for all Bar Stool Santai products sold in Malaysia. As a company in Malaysia we are governed by Malaysia Law.
Shipping & Delivery
Delivery Limitations & Address Requirements
We currently deliver only to street addresses within Malaysia. Deliveries to P.O. Boxes are not available, and international shipping is not offered at this time. If your address falls outside our delivery coverage, our team will contact you to arrange an alternative delivery address to ensure your order reaches you successfully.
Order Processing
We’ll process and pack your order within 1 to 2 working days after full payment is received. Orders placed on weekends or public holidays will be processed on the next working day.
Delivery Time
Delivery time of your bar stools and furnitures depend on your location and the courier service.
- For West Malaysia, the estimated arrival time is 2-7 days after it has been shipped.
- For East Malaysia, the estimated arrival time is 7-14 days after it has been shipped.
Please understand that delays may happen due to weather, courier schedules, or other circumstances beyond our control. During peak seasons or promotional events, delivery may take slightly longer due to higher order volumes.
Tracking
Once your order has been shipped, we’ll send you a tracking number via email so you can monitor your delivery progress.
Missed Deliveries
Couriers usually make up to two (2) delivery attempts. If both attempts fail (for example, if no one is available to receive the parcel or the address is incorrect), additional delivery or return fees may apply, and these will be borne by the customer.
Check Your Order
Please check your items immediately upon delivery. If you notice any damage to the packaging or product, inform the delivery person and contact us within 48 hours of receiving your order.
When You Own the Product
Once your order has been successfully delivered to your address, ownership and responsibility for the product transfer to you.
Delivery Areas
We currently deliver to most areas within Malaysia. Some remote or high-rise locations may incur extra handling or access charges depending on the courier.
Damaged During Delivery
If your item arrives damaged due to courier handling, please fill in our Defective Product Form and submit it within 7 days of receiving the goods. We’ll investigate and get back to you as soon as possible.
Exchanges & Returns
All Sales Are Final
We do not accept refunds for change of mind. Exchanges or returns are only allowed for the following reasons.
- Manufacturing defects
Report and send us an email within 30 days of receiving your order. - Courier-related damage
Report and send us an email within 7 days of receiving your order.
Inspect Upon Arrival
Please check your items as soon as they arrive to ensure everything is in good condition.
Proof of Issue
To help us process your claim, we need clear photos or videos of the defect. We also recommend recording an unboxing video when you first open your parcel. It’s useful proof if something goes wrong.
2 Working Days
Once we receive your claim email, our customer service team will reply within 2 working days with next steps and return instructions.
We Pay for Return Shipping
If your item is confirmed to be defective or incorrect, Bar Stool Santai will cover the return shipping cost.
Stock Availability
Exchanges are subject to stock availability. If the same item is not available, we may offer a replacement of similar value or another suitable solution.
What’s Not Covered
We cannot accept returns or exchanges for items damaged due to:
- Incorrect or incomplete assembly
- Misuse, neglect, or accidents
- Modifications or unauthorised repairs
- Normal wear and tear
One-Time Exchange Only
Each product can only be exchanged or returned once.
Final Decisions
We always aim to be fair, but Bar Stool Santai’s decision on all return and exchange matters will be final.
Product Warranty
Standard Warranty
All Bar Stool Santai products come with a 3-year warranty for residential use and a 1-year warranty for commercial use, starting from the delivery date.
What’s Covered
We’ll replace parts or products that have manufacturing defects when used under normal conditions.
What’s Not Covered
Our warranty does not cover the following causes of damage.
- Damage caused by misuse, accidents, or improper assembly.
- Normal wear and tear, including scratches or colour fading.
- Modifications or repairs not approved by Bar Stool Santai.
- Damage caused by humidity, extreme temperature, or chemicals.
No Extra Promises
We don’t make any additional promises beyond what’s stated here. Our aim is to ensure you receive a quality product that lasts.
How to Make a Warranty Claim
Please provide proof of purchase and photos or videos showing the defect. Our support team will review your claim and offer a solution within a reasonable time.
Fair & Transparent Decisions
We’ll always do our best to handle claims fairly. All warranty decisions are final.
How to Submit a Claim for Exchange or Warranty
To help us process your claim quickly and accurately, please make sure to include all of the following details when you submit your claim.
- Email Address – The same email used for your order.
- Phone Number – A valid contact number so we can reach you.
- Full Name – As stated on your order.
- Order ID – You can find this in your order confirmation email.
- Product Name – The name or model of the item with the issue.
- Remarks on the Defect – A short description of the problem (e.g. dent on seat, broken leg).
- Quantity Affected – Number of items with the defect.
- Photo or Video of Carton Before Unboxing – To show the condition of the packaging.
- Photo of the Complete Item (Before Assembly) – A clear, full view of the product before it is assembled.
- Close-Up Photo or Video of the Damaged Area – To clearly show the defect or damage.
Send the details to us via email at aina [at] barstoolsantai [dot] com or via WhatsApp number 016-7770185.Once we receive your email and supporting materials, our customer service team will respond within 2 working days with the next steps and a proposed solution.
If you have any questions, our customer service team is ready to assist you. Thank you for shopping with Bar Stool Santai. We truly appreciate your trust and support!
Governing Law
This website is controlled and operated by Sofloft Com Trading (The company behind BarStoolSantai.com) from Malaysia. These Terms and Conditions and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of Malaysia, without regard to its conflict of law principles. By accessing or using this website, you agree that any dispute or claim arising out of or in connection with the use of this website or any services provided shall be subject to the exclusive jurisdiction of the courts of Malaysia.
