Don’t hesitate to contact Penta staff anytime for more info but below are the general points that we think every client at Penta should know!

What is the shopping flow?

1. Place an order
2. Email confirmation auto-sent from Penta’s system*
3. Our Penta staff would be in touch with you within 24 hours
4. Team to double-confirm with client’s readiness to delivery before items are shipped to HK
5. Delivery team to schedule delivery with client when product arrives HK and is ready after lead time
6. Enjoy your piece at your lovely home!

*Order confirmation is only completed when full payment is received then lead time commences

Return & Replacement

Under normal circumstances, our products are non-refundable and non-exchangeable.

Upon delivery, you (or your representative) must inspect the product and confirm your acceptance. In an unlikely event that you find a faulty product, you must notify our delivery team & technician immediately. Any damage declared after receipt will not be accepted.

Therefore, it is our customer’s responsibility, on the delivery day, to inspect all items and then sign the invoices to acknowledge that they are received in good condition. Any replacement or refund request thereafter would not be catered.

In the case of replacement or repair of items, the lead time will depend on the next available schedule. Penta shall not be liable for the delay of the delivery of the replacement item

Warranty Service

Penta does not carry any warranty or guarantee on any of its products after delivery with client’s acknowledgement.

Free Furniture Storage Service*

At Penta, we offer free storage service / future-dated delivery service. We got your covered!

*Applicable only before client’s confirmation prior to arranging product shipment to HK

Lead time for Delivery scheduling

Most of Penta’s furniture pieces are customized & made-to-order with meticulous craftsmanship. Generally speaking, delivery can be scheduled ~6-8 weeks after order confirmation.

However, if you have a very special urgent need for quicker turnaround, please go ahead and talk to us! We will try whatever means we can to cater!

The lead time for customised or out-of-stock product indicated on the website or on your invoice is an estimate. While Penta strives to meet client’s expectation, in actual circumstance, order can be ready sooner or later than the stated lead time due to a lot of uncontrollable factors. Penta shall not be liable or be in breach of its obligations.

 Shipping and Delivery Charges

Order Purchase Amount	Door-to-Door	Full Service Delivery*   (Door-to-door with unpacking, assembly and discarding of packaging materials except wooden crate)
<HKD5001	HKD500	/
HKD5000+	Free	Free

 

• Above pricing is on the basis of individual order value and therefore wouldn’t vary regardless of no. of items
• In addition, surcharge(s) would apply to Remote districts and/or Locations where items need to be transported by walking-up the staircase/ slopes and/or Locations where our delivery van could not arrive at your building’s door front If you are aware of these potential special delivery handling, we strongly recommend our client to inquire about the exact charges that would apply. The fees may vary on different item(s) and actual delivery circumstance. These surcharge(s) would be paid to us upfront to avoid any delivery complications. Otherwise if unnotified, these surcharges shall be paid to our delivery team by cash on the spot at an amount according to actual circumstance.
• For outlying island (apart from districts stated below) can be delivered to the Central Pier where the customer is responsible for arranging sea transport and loading/unloading as well as the payment for any charges thus incurred.

 

Remote Districts Surcharge	Fee
Ma Wan	$150
Tung Chung	$150
Discovery Bay	$300

 

Staircase Walk-ups, Off-Road Buildings and other special handling surcharge

• Common special delivery handling scenarios include

1) walking up the stairs/ slopes

2) item(s) not transportable using the lift at your residential building because of its size

3) our delivery truck (3.5tn) could not arrive at your building’s door front.

 

• If you are unsure that products might not fit into the elevator and/or staircase, please contact our Penta team and provide us with photos of the elevator and/or staircase and indicate the dimension including width and height, distance between the door and the wall, and if there are any obstructions upon entering the elevator and/or staircase such as a fire hose and hand rail that might inhibit the turning radius.
• Under particular circumstances if the furniture does not fit into the staircase due to absence of / inaccurate special handling info, the customer is responsible for the handling cost of returning the items.

 

• Staircase Walk-up Surcharge Table
• Walk-up Staircase: any staircase that requires steps between 1 to 15 steps is regarded as 1 floor
• Under particular circumstances if the furniture does not fit into the staircase due to absence of / inaccurate special handling info, the customer is responsible for the handling cost of returning the items.

 

Item Category	Price per pdt/ Floor (HKD)
Tables/ Bar Tables	$150
Chairs (every 2)	$50
Dining Bench	$50
Lounge Chair	$300
Sofa	$400
Coffee Table/ Nightstand	$100
Mid-sized Cabinets (e.g. TV Bench/ Shoe Cabinet)	$200
Large-sized Cabinets (e.g. Wardrobe)	$200
Bed	$200

 

 Off-road Buildings/ Houses Surcharge Table

 

• Surcharge would apply when furniture needs to be transported by walking-up slopes and/or Locations where our delivery van could not arrive at your building’s door front. The surcharge is applicable when its over certain walking distance from nearest legitimate parking or loading area (see below table).
• Under particular circumstances if the furniture cannot be delivered due to absence of / inaccurate special handling info, the customer is responsible for the handling cost of returning the items.

 

Flat land	Free for the first 50 metre; HKD50 for every 50 meter thereafter (50 Meter as a minimum unit)
Distance involving Slope	Free for the first 10 meter; HKD100 for every 50 meter thereafter (50 Meter as a minimum unit)

 

Old Furniture Disposal Service

At Penta, we do not directly offer old furniture disposal service but do not hesitate to contact our Penta team if you want us to refer some 3^rd party service provider for the service.