Custom furniture is often marketed with the slogan "only repair, no return," but this so-called "overlord clause" has not been properly established or regulated. When custom furniture first emerged, it was known for its unique, personalized design, and the "repair only" policy became closely associated with it. However, in recent years, there have been numerous complaints in Guangzhou from consumers who were refused returns on custom-made furniture they were unhappy with.
Industry insiders note that over the past two years, the standardization of custom furniture parts and accessories has significantly improved. This makes the argument that products cannot be resold after being returned less valid. It’s time to revise the outdated "only repair" policy that has long been used by some companies to avoid returning goods.
Consumers like Zhang, a resident of Guangzhou, have shared their frustrations. He ordered seven sets of custom furniture, including wardrobes, desks, and beds, but found that the bedside tables didn’t fit the wall and the wardrobe panels were cracked and damaged. Another consumer, Ms. Xiao, also faced issues when her cabinet doors didn’t match the order. Without a written contract, resolving such disputes became difficult.
Many consumers are concerned about the after-sales service of custom furniture. They feel it's unfair to pay upfront and then face unsatisfactory results without the option to return the product. The process of custom furniture production involves multiple steps—order placement, manufacturing, delivery, installation, and after-sales service—all of which must be coordinated seamlessly. Mistakes during the customization process, especially with materials and hardware, can lead to significant problems.
According to Article 25 of the revised Consumer Protection Law, consumers have the right to return non-customized goods within 7 days without reason. However, custom-made items, such as furniture tailored to specific dimensions, are excluded from this rule. This means that once a customer pays for a custom piece, they typically cannot return it unless there is a serious quality issue.
The root of the problem lies in the lack of standardization and creativity in the industry. Many custom furniture brands lack skilled designers, leading to poor planning and execution. For example, one designer overlooked an air-conditioning socket while measuring a bookcase, causing a major error. This highlights the need for better training and oversight in the design process.
Another key issue is that once a custom furniture item is delivered, it’s often impossible to return it. Companies argue that because the furniture is made specifically for each customer, it cannot be resold. However, some manufacturers have started to offer more flexible policies. For instance, one brand allows returns if the product fails environmental tests or doesn't meet the agreed-upon specifications.
Industry experts believe the “repair only†excuse is no longer valid. With increased standardization, many components are now produced in uniform sizes, making returns more feasible. Therefore, it's time for the industry to adopt fairer policies that protect both consumers and businesses.
Experts advise consumers to be cautious when purchasing custom furniture. There is currently no national standard in the industry, so agreements between customers and manufacturers are crucial. Without clear contracts detailing size, material, price, and other details, disputes are likely to arise.
Legal professionals emphasize the importance of contractual clarity. According to the Sales Contract Law, if the quality of the furniture does not meet expectations, the buyer may refuse delivery or cancel the contract. This gives consumers some legal protection, but it still depends on the terms agreed upon in advance.
In summary, while custom furniture offers unique benefits, the current system lacks fairness and transparency. Consumers should carefully review contracts, choose reputable brands, and be aware of their rights to avoid potential issues. As the industry evolves, it's essential to balance customization with consumer protection.
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