An SLA is a promise that costs the seller something when broken. Most HK furniture companies don't write one because the absence of one is the easiest way to never owe a customer anything. Below is ours. Each pledge has a self-enforcing remedy — you don't have to argue, you don't have to escalate. The credit applies at the next payment milestone or as a same-day refund where applicable.
How to invoke the SLA
- Note the timestamp of when the deadlple-700 underline" target="_blank" rel="noopener" data-analytics-event="whatsapp_click">our WhatsApp with subject line "SLA claim: pledge #X" or to [email protected] with subject "SLA claim".
- Confirmation reply within 1 working day acknowledging receipt.
- Credit applied to your next payment milestone within 5 working days, or refund issued if the milestone is past.
Exclusions (we name them)
A real SLA names the carve-outs. These do not trigger credits:
- Confirm whether design drawings or a quotation are available and agree the scope and timing with the supplier.
- Force majeure. Typhoon T8+, flood, government-ordered shutdown, lockdown. We notify you within 24 hours and reschedule at no cost; SLA pledges 4 and 5 pause for the duration.
- Out-of-stock SBLM hardware due to international shipping disruption — applies to pledge 8 only. We will tell you the ETA in writing and offer an interim safe-storage solution.
- Renovation phase delays on bundled flat-renovation contracts where the main contractor (not us) is the schedule owner.
Why we publish this
An SLA is a downside commitment. It says: here is the consequence we accept if we don't deliver. Most HK custom-furniture sellers operate on "best efforts" — which is sales-speak for "no consequence". Publishing this list is how we put real money behind every promise we make. If we ever try to walk this back, the public version on this page is your evidence.