TERMS OF SERVICE & WARRANTY POLICY

Welcome to Silk! By using our products and services, you agree to comply with and be bound by the following terms and conditions:

MUTUAL RESPECT POLICY

At Silk, we prioritize the well-being of our staff. We reserve the right to decline services or void warranties for individuals who engage in abuse, threats, or harassment towards our staff members.

SHIPPING & LOGISTICS

Estimated Timeframes: Shipping durations provided at the time of order are estimates only. Typical lead times are 3–6 weeks, but may vary based on production and logistics.
Delays Beyond Control: Silk shall not be held liable for delays caused by factors beyond our reasonable control, including but not limited to: port congestion, freight-forwarding issues, maritime piracy, extreme weather, customs inspections, or global supply chain disruptions.
Storage Fees: Customers must arrange to receive their items promptly once the shipment reaches Singapore. Failure to accept delivery or collect items within 7 days of notification will result in non-receipt storage fees charged at daily rates.

INSTALLATION & THIRD-PARTY CONTRACTORS

Product Only: Silk is a product provider and does not provide on-site installation or assembly services.
Assembly Options: Customers may choose to DIY (Self-Assemble), hire their own installers, or engage one of our recommended third-party contractors.
Contractor Disclaimer: While Silk may recommend local installers to assist you, these are independent contractors. Silk is strictly responsible for the product only and is not liable for the contractor’s workmanship, conduct, or any damages caused during installation. Any disputes regarding the assembly process must be resolved directly with the contractor.
Missing/Damaged Parts: If a contractor identifies missing or damaged parts during assembly, Silk will provide replacement parts in accordance with our warranty, but will not cover any additional labor or re-visit fees charged by the contractor.

RETURN & EXCHANGE POLICY

Our policy lasts 30 days. To be eligible, items must be unused, in original packaging, and in the same condition received.
Exclusions: Customized products, sale items, and shipping/service fees are strictly non-refundable. Minor marks, natural wood grain variations, or slight color discrepancies due to monitor settings do not constitute manufacturing defects. If you require a blemish-free product, please opt for self-collection and DIY installation.

WARRANTY POLICY

1. Tiered Coverage (Manufacturing Defects Only)

Silk offers a limited warranty on the primary function of the product from the date of delivery:
* 10-Year Structural Warranty: Internal frames (solid wood or metal) of sofas, beds, and tables.
* 2-Year Mechanism Warranty: Moving parts including hinges, drawer slides, and gas lifts.

2. “Parts Only” Scope

2.1 This warranty is strictly for **replacement parts only**.
2.2 It **does not include** labor, onsite service, delivery, or shipping costs.
2.3 Installation of Parts: Warranty service is provided as parts and remote guidance only. It is recommended that customers possess the basic technical skills required to install these parts or hire professional assistance at their own expense.
2.4 Inspection Requirement: Silk reserves the right to require the customer to send damaged parts back to our designated warehouse (at the customer’s expense) for inspection before a warranty claim is approved.

3. Warranty Exclusions

The warranty is void in cases of:
* Normal wear and tear (scratches, fabric pilling, foam softening up to 15%).
* Misuse, exceeding weight limits, or unauthorized modifications.
* Environmental damage (mold, pests, or water damage occurring after delivery).
* Commercial or non-residential use.

GOVERNING LAW

This Agreement is governed by the laws of Singapore. By proceeding with a purchase, the customer agrees that the sale is final and waives the right to lodge disputes with third-party authorities once delivery is accepted.