Terms of service

1. Who we are

This website is operated by RND Company Limited, a company incorporated in Hong Kong SAR, trading as Tailor Wood Haven. In these terms, "we," "us," and "our" refer to RND Company Limited, and "you" refers to the person using this site or placing an order.

Our contact details appear in section 22. Our store is hosted on Shopify Inc., which provides the e-commerce platform through which we sell.

2. What these terms include

These terms should be read together with our Return and Refund Policy, Shipping Policy, and Privacy Policy. Each of those forms part of this agreement.

Where a term in one of those policies is more specific than a term here — for example on cancellation windows, claim deadlines, or delivery estimates — the more specific term applies.

If you do not accept these terms, please do not use this site or place an order.

3. Eligibility

You confirm that you are at least the age of majority in your place of residence and have the legal capacity to enter into this agreement. If you allow a minor in your care to use this site, you accept responsibility for their use of it.

4. Orders and when a contract is formed

Every listing on this site is an invitation to order, not a binding offer. A contract between us is formed only when we send you an order confirmation by email. Payment at checkout does not by itself create a contract.

We may decline or cancel an order before confirmation, refunding any amount taken. Reasons include unavailability of suitable timber, a specification we cannot safely produce, a pricing or description error, suspected fraud, a delivery address we cannot serve, or an order that appears to be placed for resale.

You are responsible for the accuracy of the information you give us, including the delivery address, your contact details, and any dimensions or specifications you supply.

5. Made-to-order production and your approval

Every piece is made to order by hand for one customer. Nothing is produced in advance, held in stock, or resold.

By ordering, you agree to take part in our production process:

• We confirm the specification of your piece — dimensions, wood, finish, and any custom elements — before work begins.
• We send photographic updates during production, including images of the finished piece.
• We dispatch only after you confirm that the finished piece is satisfactory. Your written confirmation, including by email or messaging channel, is your acceptance that the piece conforms to the agreed specification.

If you do not respond to a request for approval within a reasonable period after we have followed up, we may treat the piece as approved and proceed to dispatch, having first given you notice that we intend to do so.

Your approval before dispatch does not remove our responsibility for a defect in our own workmanship that was not reasonably visible in the photographs we provided.

6. Natural variation in wood

Our pieces are made from natural timber. Grain pattern, colour, knot placement, mineral streaking, and small variations in figure differ from piece to piece and from the photographs on our listings. These are characteristics of the material, not defects, and are not grounds for a return or refund.

Wood also responds to its environment. Minor movement, seasonal expansion and contraction, and small surface checking can occur, particularly where a piece is exposed to direct heat, direct sunlight, or humidity outside a normal indoor range. We are not responsible for changes arising from the conditions in which a piece is kept.

Listing photographs and dimensions are indicative. Finished dimensions may vary from those stated by a small tolerance, and colour reproduction depends on your screen.

7. Custom and bespoke commissions

Where you commission a piece to your own design, drawing, reference image, or measurements:

• You are responsible for the accuracy of the measurements and specifications you provide. We build to what you confirm, and we cannot accept a return or refund because a piece matching your confirmed specification does not fit or suit your space.
• You confirm that any design, image, or reference you send us is yours to use, or that you have permission to use it, and that it infringes no one's copyright, trademark, design right, or other rights. You agree to indemnify us against any third-party claim arising from material you supply.
• We may decline a commission we consider unsafe, structurally unsound, or beyond our capability, and we will tell you why.

8. Pricing, currency, and errors

Prices are shown in US dollars and may change at any time without notice. The price applying to your order is the price shown at checkout and repeated in your order confirmation. Prices exclude customs duties, import taxes, and clearance fees, which are covered in our Shipping Policy.

Where a price, description, dimension, or availability statement is obviously wrong, we may correct it and cancel the affected order even after confirmation, refunding you in full. We are not obliged to supply a piece at an obviously incorrect price.

9. Payment

Payment is taken in full at checkout unless we agree otherwise in writing. Payment is processed by third-party providers, and we do not store your full card details.

You confirm that you are authorised to use the payment method you provide. Where a payment is reversed, charged back, or fails after your order has been confirmed, we may suspend production or dispatch until the position is resolved.

10. Cancellation, returns, and refunds

Cancellation windows, any non-refundable portion of a cancelled order, the circumstances in which we accept returns, and how we handle claims are set out in our Return and Refund Policy, which forms part of these terms.

11. Shipping, delivery, and customs

Production and delivery estimates, carrier arrangements, damage and loss claims, and responsibility for import charges are set out in our Shipping Policy, which forms part of these terms. Delivery estimates are estimates, not guaranteed dates.

12. Assembly, installation, and safe use

This section matters, particularly for wall-mounted pieces.

Several of our products — including floating shelves, wall-mounted nightstands, wall art, and wall-mounted bookshelves — must be secured to structural support such as wall studs or masonry, using fixings appropriate to your wall type. Any fixings supplied with a piece are indicative and may not suit your wall.

You are responsible for:

• Having wall-mounted pieces installed by a suitably qualified person where you are not competent to do so yourself
• Selecting fixings appropriate to your wall construction
• Checking for concealed wiring, pipework, and other services before drilling
• Observing any stated weight limit and not loading a piece beyond it
• Keeping a piece within a normal indoor environment unless it is specified for outdoor use
• Periodically checking that fixings and joints remain secure

We are not responsible for injury, death, or damage to property arising from incorrect installation, unsuitable fixings, overloading, alteration, misuse, or failure to maintain a piece after delivery. Nothing in this section excludes any liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence.

If you are unsure about the installation requirements for a piece, ask us before ordering.

13. Our intellectual property

All content on this site — text, product photography, designs, illustrations, logos, and the Tailor Wood Haven name — is owned by or licensed to us and protected by intellectual property law.

You may not reproduce, republish, distribute, sell, or exploit any part of it, or use our designs or photographs to produce or market competing goods, without our written permission. You may share listing pages and images for personal, non-commercial purposes with attribution.

14. Your content and submissions

Where you send us reviews, photographs, comments, ideas, or other material, or post them on our site or social channels, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, adapt, publish, and display that material in connection with our business, including in marketing.

You confirm that anything you submit is yours to share, is accurate, and is not unlawful, defamatory, obscene, or infringing. We are under no obligation to keep submissions confidential, to pay for them, or to respond to them, and we may remove any submission at our discretion.

15. Acceptable use

You agree not to use this site for any unlawful purpose; to infringe our rights or those of others; to harass, abuse, defame, or discriminate against any person; to submit false or misleading information; to transmit malicious code; to collect others' personal data; to scrape, spider, or harvest content; or to interfere with or circumvent the site's security. We may suspend or terminate your access for breach of this section.

16. Third-party links, tools, and services

This site may link to or provide access to third-party websites, services, and tools. We do not control them, do not endorse them, and are not responsible for their content, accuracy, or practices. Any use of them is at your own risk and subject to that third party's own terms. Complaints about a third party should be directed to that third party.

17. Privacy

Your personal information is handled in accordance with our Privacy Policy.

18. Disclaimers

We do not warrant that this site will be uninterrupted, timely, secure, or error-free, or that any defect will be corrected. The site and its content are provided on an "as is" and "as available" basis.

To the fullest extent permitted by law, and except as expressly stated in these terms or in our Return and Refund Policy, we exclude all implied warranties and conditions, including as to merchantability, satisfactory quality, fitness for a particular purpose, and non-infringement.

Nothing in this section affects the express commitments we make about our own workmanship in our Return and Refund Policy, or any right you have under the mandatory consumer protection law of your own country of residence.

19. Limitation of liability

Our total liability in connection with an order, whether in contract, tort, negligence, or otherwise, does not exceed the amount you paid for that order.

We are not liable for indirect, incidental, special, punitive, or consequential loss, including lost profit, lost revenue, loss of data, loss of opportunity, wasted expenditure, or costs arising from a delayed installation, event, or completion date.

These limits do not apply to liability that cannot lawfully be limited, including liability for death or personal injury caused by our negligence, for fraud, or wherever the law of your country of residence prohibits such a limitation. Where a jurisdiction does not permit some of these exclusions, our liability is limited to the maximum extent that jurisdiction permits.

20. Indemnity, and circumstances outside our control

You agree to indemnify us and our officers, employees, and contractors against any claim, loss, or reasonable cost, including legal fees, arising from your breach of these terms, your violation of law or of a third party's rights, or any material or specification you supply to us.

We are not liable for delay or non-performance caused by events beyond our reasonable control, including carrier disruption, customs or regulatory action, timber supply failure, extreme weather, natural disaster, fire, strike, civil unrest, war, epidemic, or failure of utilities or transport infrastructure. Where such an event occurs, we will keep you informed and agree a reasonable way forward with you.

21. Disputes, governing law, and changes to these terms

Talk to us first. If you have a complaint, contact us at hello@tailorwoodhaven.com with your order number and a description of the issue. We will acknowledge within 3 business days and aim to resolve it within 30 days. Most disputes are resolved at this stage, and raising a payment dispute before contacting us removes our ability to help.

These terms and any dispute arising from them are governed by the laws of Hong Kong SAR, and the courts of Hong Kong SAR have non-exclusive jurisdiction. This does not deprive you of any protection you have under the mandatory consumer protection law of your own country of residence, and does not prevent you from bringing a claim in the courts of your own country where the law entitles you to do so. Where a mandatory consumer right conflicts with a term of this agreement, that right prevails.

We may update these terms by posting a revised version on this page with a new effective date. The version in force when you place an order governs that order, and changes do not apply retrospectively to orders already confirmed. Your continued use of the site after a change constitutes acceptance of the revised terms for future use.

22. General, and how to contact us

These terms, together with the policies referenced in section 2 and your order confirmation, constitute the entire agreement between us regarding your order and supersede any earlier discussion or representation. If any provision is found unlawful or unenforceable, it is severed to the minimum extent necessary and the remainder continues in force. Our failure to enforce a provision is not a waiver of it. You may not transfer your rights under this agreement without our consent; we may assign it in connection with a reorganisation or sale of the business. Sections 12, 13, 14, 19, 20, 21, and 22 survive termination. Headings are for convenience only, and ambiguities are not to be construed against either party as drafter.

Questions about these terms should be sent to hello@tailorwoodhaven.com or +1 (647) 608-1571.

RND Company Limited, trading as Tailor Wood Haven
Flat A, 7/F, Wing Tai Centre, 12 Hing Yip Street, Kwun Tong, Kowloon, Hong Kong

Effective from: August 03, 2026