DELIVERY INFORMATION

We take pride in making our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe transit and will be handled by professionals.

Once your order is received in our warehouse, you will be contacted to schedule the delivery to your convenience but subject to available delivery slots. You may also refer to the Sales order confirmation upon purchase for the estimated delivery period.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the Product Information on our website.

TYPES OF DELIVERY

Standard Two-Person Delivery
For furniture items, we use specialised furniture delivery partners who provide two-person local delivery and therefore offer the most care to our products and to your delivery experience.This delivery service applies to furniture items only, and includes moving of items into the room of choice in your home, unpacking, assembly, installation and rubbish removal.For standard bulky two-person deliveries, the Heesz team will contact you via WhatsApp or call to schedule your delivery in advance based on our available schedule. If you wish to change your delivery timing, you may do so at no charge before 3 working days of the original scheduled delivery date. Rescheduling within 3 working days of original scheduled delivery date will incur a restocking fee of 10% per delivery order for invoices valued below RM500, or RM100 per delivery order for invoice valued above RM500.Note: Klang Valley delivery will take 1-2 weeks upon completion of goods.

Chartered Delivery
If you have a specific delivery schedule to follow, we’ll tailor-make a delivery arrangement specifically for you. For chartered delivery, you’ll be able to select specific date and time for your delivery.Note: Chartered delivery is subjected to availability

DELIVERY CHARGES

Our delivery charges are intended to cover the processing of your order, handling and packing the products, and delivery to you.

Standard Delivery is free for orders of RM5000 and above. For purchases below RM5000, we charge a flat rate fee of RM100 for standard weekday delivery.

Chartered delivery charges starts from RM350, additional charges may incurred if the delivery is scheduled on non-standard working hours.

ADD-ON SERVICES & CHARGES

Peak Hour Delivery Slots
To offer more convenience to customers, we’ve also extended and opened more peak delivery time slots to be enjoyed at an additional fee.These high-demand delivery slots (such as saturdays) are available for selection (subject to vacancy) at an additional fee per delivery. You may select a peak hour delivery time slot either via sales agent once your items are ready for dispatch or when our Heesz team contacts you to arrange for delivery.If you choose to separate your order into different shipments, delivery charges and add-on fees apply per shipment/delivery.For Saturday standard delivery, there will be an additional flat rate RM50 surcharge.Sunday/ Public holiday delivery is available as well and will be quoted case to case basis.

Carry-up Service
Carry-up Service is required for delivery to any location above ground floor without direct, unobstructed lift access. This includes carrying furniture up any flight of stairs within apartments or landed property.Common scenarios include:

• Stairs within landed properties
• Shop lots with no lift access
• Walk-up apartments with no direct lift access
• Lift doorways that are too narrow for the furniture items to fit through

Carry-up service is charged at RM30 per item, per every non-lift accessible level. Please note that this service is limited to carrying up a maximum of 3 storeys / flights of stairs.

Note: For landed residential properties, carrying up to first floor is complementary, subjected to unobstructed stair access.

You may arrange for carry-up service at any of the following points:

• During checkout: Inform your sales agent if this service is required
• During delivery scheduling: When your order is ready for dispatch, a Delivery Scheduling WhatsApp group will be formed. You may schedule your delivery date and time, as well as add on carry-up service.

If you require carry-up service but have not arranged for it at any of the steps above, please call our customer hotline or send a request via our Contact Us page. Kindly ensure we are notified and have acknowledged your request at least 3 business days before your delivery date (the 3 business days cannot include the day/date you inform us).

We agree to deliver goods to you on the understanding that reasonable access is available. It is your responsibility to check measurements to ensure your items will fit through the doorways or passageways leading to your delivery location.

If there are obstructions to direct lift access experienced during delivery, the Delivery Team will assess whether it is possible to perform carry-up service on the spot (and bill the charges later) or to reschedule delivery. This is dependent on the number of items to be delivered, manpower, hazard assessment as well as other operational considerations. If the Delivery Team determines that delivery has to be rescheduled, there will be a restocking fee of 10% for orders valued below RM500, or RM100 for orders valued RM500 and above.

Heesz reserves the right to refuse or cancel carry-up service for any item that exceeds 80 kg due to hazardous risk (see section on ‘Right to Refuse or Cancel Delivery due to Hazardous Situations’). In such a case, you have the option to self-carry the item. However, Heesz will not be liable for damages incurred.

Disposal Service
We provide disposal service for the old furniture item that your new Heesz item will replace. This service only applies to like-for-like items in the same product category i.e. the delivery of your new Heesz sofa and the disposal of your old sofa.Disposal Service rates are as follows:

Medium Item Disposal (RM50 per item)
Dining Table
Dining Bench / 1 Pair of Dining Chairs
TV Console
Coffee Table
Armchair / Ottoman
Bookshelf / Shelf / Dresser / Sideboard
Office Chair / Rug
Large Item Disposal (RM100 per item)
2 or 3 seater sofa
L-shaped sofa
Bed frame
Mattress

You may arrange for disposal service at any of the following points:

1. During checkout: Inform your sales agent that disposal services is required.
2. During delivery scheduling: When your order is ready for dispatch, a Delivery Scheduling group on WhatsApp will be formed. You may schedule your delivery date and time, as well as add on disposal service.

If you require disposal service but have not arranged for it at any of the steps above, please call our customer hotline or send a request via our Contact Us page. Kindly ensure we are notified and have acknowledged your request at least 3 business days before your delivery date (the 3 business days cannot include the day/date you inform us).

Heesz reserves the right to reject disposal items in any of the following situations:

• Item cannot fit into the lift
• Item is infested with termites, bed bugs or any other living organisms
• Item exceeds 80kg in weight
• It is a last-minute request made during the delivery of your Heesz item
• Dangerous goods such as broken glass/ marble furniture etc.

In such cases, we will refund you the full disposal fee within 14 business days.

Outstation delivery Service

Schedule	State	Promo Delivery Fee
1-3 weeks (zone A)	Negeri Sembilan, Perak, Penang, Melaka, Johor, Pahang	RM150 flat rate add on surcharge
2-4 weeks (zone B)	Kedah, Terengganu, Perlis, Kelantan	RM300 flat rate add on surcharge

• Outstation promotional delivery rate above excludes delivery to islands without
  linked bridge.
• For the promotional delivery rate above, delivery date is subjected to Heesz truck’s schedule. We will deliver within the stated time frame above. The delivery date will be determined by Heesz delivery team and we will inform customer at least 2-5 working days prior to actual delivery date.
• Delivery time frame may extend if customer does not accept the first delivery truck schedule. Customer shall wait for the next truck schedule which may exceed the time frame provided above.

RIGHT TO REFUSE OR CANCEL DELIVERY DUE TO HAZARDOUS SITUATIONS

We agree to deliver goods to you on the understanding that reasonable access is available. It is your responsibility to check measurements to ensure your items will fit through the doorways or passageways leading to your delivery location.

Heesz reserves the right to refuse or cancel delivery/fulfilment of any add-on service in any of the following situations:

• If reasonable access is unavailable or if it becomes hazardous (i.e. items prone to damage on narrow stairway, obstruction of passageway)
• If a carry-up service or disposal service is required and the item exceeds 80kg. In such a case, you have the option to self-carry the item. However, Heesz will not be liable for damages incurred.

RECEIVING ITEMS

On delivery, customer or 3rd party (whom are appointed by the customer for sign-off) shall inspect the item(s) and the surroundings carefully before our delivery team leaves the premise. Any damages detected should be reported immediately to the delivery team and be sure it is noted on the delivery order. Upon signing acceptance of the delivery order, it will be treated that conditions of goods and surroundings are within acceptance level of the consumers. Any discrepancies reported will not be accepted and Heesz reserve the right to reject any claims that are incurred after delivery of your items.

You will also need to email us at warranty@heesz.com and provide a detailed description of fault and photos/videos showing the damages. We will aim to provide a response within 5 business days. Please note that insufficient information on issue/defects may incur delays with us in providing a resolution.

Heesz reserves the right in its absolute discretion to determine whether a part has failed due to a defect or wear and tear. Such replacement or repair is offered by Heesz at its sole discretion. All replacement or repair of item(s) will depend on the next available schedule. Heesz shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the replacement item and no such delay shall entitle the customer to treat this agreement as being repudiated by Heesz or to any comparison.

INCORRECT DELIVERY ADDRESS

All unsuccessful delivery orders will be returned to our distribution centre and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a restocking fee of 10% for orders valued below Rm500, or RM100 for orders valued Rm500 and above.

RESCHEDULING OF DELIVERY

Customers may reschedule the delivery with no additional charges with minimum notice of 3 business days (Monday – Friday, 9am – 6pm. excluding Public Holidays) before the delivery date (subjected to the availability of delivery slots). For re-scheduling of delivery within 3 business days before agreed delivery, Heesz will charge a restocking fee of 10% for orders valued below RM500, or RM100 for orders valued RM500 and above.

Additional charges paid for peak hour delivery time slots will not be refunded if the rescheduled delivery falls on a standard delivery time slot.

NOT PRESENT TO RECEIVE DELIVERY

For Bulky Two-Person Delivery:

If you are not present to receive your scheduled bulky two-person delivery at the time slot stated, our delivery partner will return the items to our distribution centre. The Heesz team will reschedule the delivery, with a restocking fee of 10% for orders valued below RM500, or RM100 for orders valued RM500 and above.

For Chartered delivery:

If you are not present to receive your chartered delivery at the time slot stated, our delivery partner will return the items to our distribution centre. The Heesz team will reschedule the delivery, with a restocking fee of RM350

DELIVERY RESTRICTIONS OR REFUSAL OF ENTRY BY BUILDING MANAGEMENT

Some addresses have delivery restrictions. This is especially for condominiums, private apartments and offices located in the central business district (CBD). Please check with your building management if there are any delivery restrictions before confirming your delivery details with us, so that we can make the appropriate arrangements in advance.

Some common delivery restrictions include:

• Vehicular height limits
• Parking restrictions
• Cut-off time for deliveries
• Forms, deposits or lift padding required (note: our delivery team will not be able to assist with putting up lift padding)

You are required to place any deposit to the building management for moving goods into their premises if necessary.

Should your building management reject admittance of our delivery team, delivery will be rescheduled (please ensure permission is obtained by your building management for the new delivery date) with a restocking fee of 10% for orders valued below RM500, or RM100 for orders valued RM500 and above.

DELAYED DELIVERY DUE TO UNFORESEEN SITUATIONS

1. In the event of delay in shipment due to unforeseen situations, Heesz reserves the right to reschedule the delivery, subjected to the availability of delivery slots.
2. No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed.
3. Heesz shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Heesz or to any comparison.
4. If you wish to change the date of delivery, please inform us at least 3 business days in advance. This means, if your delivery is on a Wednesday, you will need to write in before the end of last Thursday, one day before the first business day. Assuming there is no Public Holidays in between.

FREE STORAGE

Heesz will provide up to 2 months free storage from the estimated delivery date. After the 2 months’ free storage period, storage charges will be at 5% of the item value per month. To request for storage, please inform our sales agent during check out.