**"Only Repair, No Return" Custom Furniture Clause Faces Scrutiny**
At the time of introducing custom furniture—known for its personalized design—the "repair only" overlord clause has always been associated with it. Recently, in Guangzhou, there have been numerous cases where consumers were refused returns on custom-made furniture that did not meet their expectations. Industry insiders suggest that in the past two years, with the increasing standardization of custom furniture parts and accessories, the argument that "secondary sales are impossible" is no longer a valid excuse. It's time to revise this unfair "only repair, no return" clause.
*Consumers complain about quality issues with custom furniture.*
"I thought custom furniture would make my home more unique, but the product didn’t fit the wall at all. It couldn't be installed, and even worse, I couldn't return it," said Zhang, a Guangzhou resident. Two months ago, he ordered seven sets of customized furniture from a store in Tianhe District. However, the bedside tables didn’t attach properly to the wall, and the wardrobe panels were cracked and scratched. Similarly, Ms. Xiao faced issues when she ordered cabinet doors that didn’t match her order. Without a written contract, both sides had conflicting interpretations.
During the visit, reporters found many consumers expressing concerns about after-sales service for custom furniture. Many felt they were treated unfairly after paying upfront, only to receive unsatisfactory products that couldn’t be returned, violating the principle of fair trade. Custom furniture involves multiple steps: order placement, production, delivery, installation, and after-sales service. The customization process often includes plate cutting and hardware installation, which can lead to errors easily.
According to Article 25 of the revised Consumer Protection Law, introduced in March this year, consumers have the right to return goods within 7 days without reason when purchasing through online, TV, telephone, or mail order. However, exceptions apply for "customized, live, perishable, downloadable digital products, computer software, newspapers, and periodicals." This means that custom-made furniture cannot enjoy the 7-day return policy.
**Reasons Behind the Problem**
One major issue is insufficient creativity during the design phase. While customization allows for personalized solutions, it also introduces challenges. Due to low industry standards and limited designer capabilities, many custom furniture products fail to meet consumer expectations. According to statistics, 54% of households have already used custom furniture, but less than half plan to use it again.
Uneven design quality is a key problem in the industry. Design and installation are crucial for custom furniture, yet many brands lack professional designers. Some designers rely on pre-set templates rather than creating unique solutions. For example, one customer reported that a newly graduated designer ignored an air conditioning outlet while measuring a bookcase, leading to a basic mistake.
Once the product is delivered, returning it becomes nearly impossible. Custom furniture is made according to specific measurements and preferences, making it difficult to resell. As a result, most manufacturers refuse returns unless there are serious quality issues.
Some furniture stores still follow the "repair only" policy. When asked if returns were possible, a salesperson responded, “If there’s a problem, we’ll repair it, but we won’t accept returns unless it’s a major defect.†Another manager from a custom furniture brand explained, “Because the dimensions, structure, and layout are tailored to each customer, it’s not feasible to resell the product.â€
However, some companies have adopted more flexible policies. A representative from Sophia Wardrobe mentioned that if environmental protection standards are exceeded, a report from a recognized testing organization can allow a return. Meanwhile, Shangpin Home has implemented a policy of repairing first, then replacing or refunding if necessary.
**Industry Voices Call for Change**
Insiders argue that the "repair only" excuse is no longer valid. With increased standardization in production, many components are now manufactured in uniform sizes. Customization is more about modular assembly than complete tailoring. Therefore, the cost of returning a product is much lower than before, and it's time to update the rules.
Zhang Chengzhi, secretary general of the Guangdong Furniture Association, advised consumers to be cautious when purchasing custom furniture. He emphasized that there is no national standard in the industry, and agreements between manufacturers and customers are still the main basis. Without clear contracts detailing size, material, and price, disputes are likely to arise.
Lawyer Wang Zhizhu reminded consumers that under the Sales Law, if the quality doesn’t meet the agreement, the buyer may refuse the item or cancel the contract. However, this doesn’t mean all quality issues can be resolved by simply returning the product.
With the new e-commerce regulations, online custom furniture purchases are also subject to the same restrictions. Consumers should pay extra attention, choose reputable brands, and ensure all details—such as color, size, and materials—are clearly stated in the contract. This way, they can protect their rights and avoid future problems.
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