KitaKreativ High-Value & Special Handling Policy

Effective Date: 08 February 2026

1. Purpose of This Policy

This Policy governs transactions involving high-value, oversized, fragile, or custom-commissioned works that require special handling, freight services, or extended production timelines. This Policy supplements and forms part of the Buyer Terms of Service and Refund & Return Policy.

2. Definition of High-Value Items

High-Value Items include, but are not limited to:
- Handmade furniture
- Large ceramic installations
- Sculptural artworks
- Custom-built décor
- Limited-edition or commissioned works
- Items requiring freight or palletized shipping
The Platform reserves the right to classify any item as High-Value at its discretion.

3. Binding Nature of Custom & Commissioned Works

For commissioned or made-to-order items:
- A confirmed order constitutes a legally binding production agreement.
- Production shall commence only after the required deposit or full payment (as agreed between Buyer and Seller) has been successfully received through the Platform’s official payment channel.
- Sellers are under no obligation to begin production based on verbal agreements, external communications, or payments made outside the Platform.
- Deposits (if applicable) are non-refundable once production begins.
- Design approval via Platform messaging constitutes final confirmation of specifications.
- Cancellation after production commencement is not permitted except as required by applicable law.
The Platform shall not be responsible for any work commenced by a Seller before confirmed payment through the Platform.

4. Production Timelines

Buyers acknowledge that:
- Handmade and custom works may require extended production periods.
- Estimated timelines are not guaranteed delivery dates.
- Delays caused by material sourcing, artisan workload, or freight scheduling do not automatically constitute a breach.

5. Freight & Logistics Responsibility

High-Value Items may be shipped via:
- Freight carriers
- White-glove delivery services
- Palletized transport
- Insured cargo providers
The Platform does not operate or control third-party logistics providers.
To the maximum extent permitted by law, the Platform shall not be liable for:
- Courier negligence
- Freight delays
- Mishandling by logistics companies
- Customs or regulatory delays

6. Delivery Access & Site Conditions

The Buyer must ensure:
- Delivery site accessibility
- Adequate entry dimensions
- Structural suitability for installation
- Presence during delivery, if required
Failure to ensure safe access may result in:
- Additional delivery charges
- Storage fees
- Re-delivery charges
- Return shipping costs borne by Buyer

7. Risk Allocation

Risk allocation shall be interpreted in accordance with Malaysian law, including the principles under the Consumer Protection Act 1999. The Platform acts solely as an intermediary and does not assume ownership of goods at any stage.

8. Minor Imperfections & Artistic Integrity

Handcrafted works may exhibit:
- Minor asymmetry
- Surface texture differences
- Natural wood movement
- Glaze variations
Such characteristics are inherent to artisanal craftsmanship and do not qualify as defects.

9. Insurance

Where insurance is offered, it shall be arranged by the Seller or freight provider. The Platform does not provide independent insurance coverage for shipments.

10. Platform Mediation

In disputes involving High-Value Items:
- The Platform acts as a mediator only.
- The Platform’s decision based on documented evidence shall be final.
- The Platform shall not be responsible for economic loss beyond the transaction amount paid through the Platform.