Home Products Delivery and Installation Guidelines

I. General Provisions

1.1 Objective

These detailed rules are established to standardize the end-to-end service for Banwei Platform's home products in Thailand and Malaysia, covering cross-border delivery, customs clearance, local distribution, and installation. They clarify the rights and obligations of the platform, partner logistics providers, certification bodies, and consumers, ensuring safe and efficient product delivery in compliance with local regulations while enhancing the consumer experience.

1.2 Scope of Application

These terms apply to orders for home products (including finished furniture, custom furniture, and smart home appliances) purchased through Banwei Platform, with delivery addresses in Thailand or Malaysia. The coverage includes cross-border shipping, customs clearance, local delivery, installation, and after-sales support.

1.3 Core Principles

Strictly comply with China's export regulations and relevant laws and regulations in Thailand and Malaysia, and carry out all services adhering to the principles of "compliance first, safety assurance, controllable timeliness, and transparent service".

II. Preparations and Order Confirmation

2.1 Product Compliance Certification

All products sold on the platform have obtained the required compliance certifications, with main materials and soft furnishings meeting international standards. The product certification numbers are available on the order details page.

2.2 Order Information Confirmation

When placing an order, consumers must provide accurate delivery details, including a complete address, contact person, valid phone number, and postal code. Within 24 hours of submitting the order, the platform's customer service team will verify the order details, product specifications, estimated delivery time, and any customs clearance requirements. The order will be confirmed and processed only after all information is verified.

III. Cross-border Transportation and Customs Clearance Procedures

3.1 Transportation Mode Selection

Select appropriate transportation methods based on product characteristics and customer needs: For large furniture items (e.g., sofas, wardrobes, dining tables), priority is given to land transport, sea container consolidation, or full-container shipping, with delivery within 15-25 working days. Small furniture or urgent orders will be shipped via land or air transport (e.g., DHL/UPS express services), with delivery within 3-7 working days. Actual shipping conditions will be confirmed upon order placement, and the specific transportation method and estimated delivery time will be clearly communicated at that time.

3.2 Professional Packaging

All products are packaged in compliance with international transportation standards — fragile items (such as glass coffee tables, ceramic accessories) are custom-made solid wood boxes (with IPPC fumigation certification to avoid wood pest risks), filled with pearl cotton and bubble wrap; fabric furniture is vacuum-packed and wrapped in waterproof woven fabric; wooden furniture is additionally treated for moisture and scratch resistance. The packaging clearly labels the product name, origin (China), weight, dimensions, destination address, and warning labels (such as "fragile items" and "moisture-proof").

3.3 Export Customs Declaration

The platform is responsible for preparing export customs documentation (including commercial invoices, packing lists, certificates of origin, and product certification) and entrusting qualified cross-border logistics providers to handle customs clearance procedures. Consumers must provide necessary supplementary documents (such as personal purchase declarations). Any customs delays caused by consumers 'failure to submit required documents shall be the consumers' sole responsibility.

3.4 Customs clearance in the destination country

Upon arrival at Thai or Malaysian ports, the designated customs clearance agent will process clearance procedures using commercial invoices, packing lists, certificates of origin, and product certification documents. During customs inspection, the platform will coordinate with customs authorities. Should clearance fail due to platform-related issues (e.g., inaccurate product declarations or incomplete certification documents) resulting in cargo seizure or penalties, the platform shall assume full liability. Any issues arising from consumers 'incorrect information submission or non-cooperation during inspection shall be the consumers' responsibility.

IV. Local Delivery Service

4.1 Delivery Scope

Coverage includes Thailand (covering major cities such as Bangkok, Chiang Mai, Pattaya, and Phuket, as well as surrounding areas) and Malaysia (covering major cities such as Kuala Lumpur, Penang, and Johor, as well as surrounding areas). Additional remote delivery fees apply to remote areas (e.g., border provinces in Thailand and some remote areas in East Malaysia). For specific scope and fee standards, please consult customer service.

4.2 Delivery Time

After customs clearance, local delivery in Thailand takes 3-7 business days, while in Malaysia it takes 2-5 business days (excluding remote areas). The platform will notify customers of the tracking number and real-time logistics updates via SMS or email. Customers can track delivery progress through the corresponding logistics platform.

4.3 Delivery Appointment and Receipt

One to two business days prior to delivery, our local delivery team will contact the customer by phone to confirm the delivery time (subject to adjustment based on the customer's request, with prior notice required). On the delivery day, the customer must present valid identification (passport or local ID) to receive the package. If unable to receive it in person, the customer may authorize a proxy (providing the proxy's ID and a power of attorney). Upon receiving the package, the customer must verify the quantity and check if the product is intact. Any damage or missing items must be immediately noted on the delivery slip, photographed, and reported to the platform's customer service for record.

4.4 Handling of Special Cases

If delivery fails due to the consumer's address being unknown, unreachable, or refusal to accept the package without valid reasons, a secondary delivery fee will be incurred, which shall be borne by the consumer. In case of delivery delays caused by force majeure factors such as natural disasters or traffic restrictions, the platform will promptly notify the consumer and negotiate adjustments to the delivery plan.

4.5 Additional Cost List

Fee type	applicable scene	explain
translation fee	Delivery vehicles cannot enter due to road construction, residential area restrictions, or equipment malfunctions. Please manually or with tools move the goods to the delivery address.	Charges are based on local market guidance prices, with advance notification required for delivery
upstairs fee	Must be transported by stairs to the home (no elevator, elevator inoperable, or large furniture cannot be placed in the elevator, etc.)	Fees are calculated based on floor and cargo weight. The specific rates are subject to customer service quotes.
Lifting fee	Due to the narrow hallway and small elevator, the item cannot be transported into the residence and requires professional hoisting services.	Includes hoisting equipment fees and labor service fees, calculated based on the hoisting height and cargo dimensions.
height money	Work exceeding 3 meters in height due to the installation site's ceiling height (e.g., ceiling furniture installation, high-altitude fixation, etc.)	Charges based on task difficulty and height. Confirm with customers in advance.
demolition cost	Remove the old product (such as an old wardrobe or sofa) when installing a new one.	Charge based on product type, size, and removal difficulty. You can choose platform services or handle it yourself.
Drilling fee	The wall is constructed with specialized materials including pure ceramic tiles, vitrified tiles, antique-style tiles, marble, and glass, requiring professional tools for drilling.	Priced by the number of holes, excluding wall repair costs
adulterant cost	Non factory-supplied accessories, such as special connectors and reinforcement materials, which need to be purchased additionally for installation.	Cost transparent, you can choose to buy it yourself or from the installer
monopoly of transport	The residential community has a monopoly on moving services, and the residents are required to pay the moving fees to the monopolistic party.	Consumers bear the cost themselves, while the platform assists in coordination and communication.
Remote delivery fee	The delivery address is in a remote area of both countries (not a major city or its vicinity)	When placing an order, you can consult customer service to calculate the distance and transportation difficulty.

V. Receipt Standards

5.1 Pre-acceptance Inspection

All products delivered via the Banwei platform undergo rigorous inspection prior to shipment, with guaranteed intact outer packaging. Consumers must verify the product by checking the name, trademark, model, specifications, color, orientation, and quantity before signing for delivery. Only after confirming accuracy should the goods be accepted.

5.2 External Packaging Inspection

Upon signing for the shipment, carefully inspect whether the outer packaging is intact and take photos of it as a record whenever possible. If the outer packaging shows signs of wear, scratches, or damage, you must unpack the box to inspect the goods. If you sign for the shipment directly and later discover that the goods were damaged during transportation, the logistics company will refuse compensation, and the platform will not be held responsible.

5.3 Problem Handling

If you encounter issues such as product shortages, delivery errors, damaged packaging, or product defects, please immediately contact the local after-sales service hotline (Thailand: +66-829655326). Once the customer service confirms the issue, the entire order will be returned by logistics. The platform will then either reship the product or send replacement parts.

5.4 Unjustified refusal to accept is prohibited

If the outer packaging is intact and the product has no quality issues, please do not refuse to accept it due to personal preference or other reasons after thorough communication with the consumer. All costs incurred, including cross-border return shipping fees and customs clearance fees, shall be borne by the buyer.

5.5 Special Notes for Acceptance

1. Furniture is a bulky and heavy item. As it is produced and shipped on demand, slight odors may occur. We recommend airing the space promptly after receiving the goods.

2. Minor scratches or imperfections during cross-border and local transportation are unavoidable. Occasional minor scratches or minor defects do not constitute quality issues.

3. All products are photographed in real-life settings. However, due to variations in photography techniques, lighting conditions, and display settings, the actual colors may differ slightly from the images. Please refer to the product for accurate color representation.

4. Dimensional discrepancies caused by inconsistent product measurement standards, provided the error falls within the limits specified by Thai or Malaysian standards, shall not be deemed a product quality issue.

VI. Installation Service

6.1 Installation Service Confirmation

Whether the product includes installation service is indicated on the order details page:

1. For products requiring installation services (e.g., modular wardrobes, bed frames, smart home appliances), the platform will dispatch local professional installation teams to provide on-site assistance.

2. For products without installation services (e.g., ready-made sofas or dining tables), customers may install them themselves or contact customer service for paid installation. Installation fees are charged according to local market standards.

6.2 Installation Appointment

After receiving the product, consumers can schedule installation services through the platform website (www.banwei-asia.com), online customer service, or by calling the regional customer service hotline. When making an appointment, they must provide the order number, delivery date, and installation address. The platform will arrange for an installer to visit within 2 working days.

6.3 Installation Specifications

1. The installation technician arrives at the site with professional tools, strictly following the product installation manual and local safety standards to ensure the product is securely installed and functions properly.

2. During installation, protect the consumer's home environment to avoid damage to walls, floors, etc.

3. After installation, the technician will demonstrate the product's usage and precautions to the customer. Once the customer confirms everything is correct, they will sign the installation service form.

6.4 Installation Materials

Basic installation materials (e.g., screws, expansion joints, etc.) are provided by the platform. If special materials (e.g., wall reinforcement materials, custom connectors, etc.) are required due to unique installation conditions, the costs shall be borne by the consumer, who may choose to purchase them independently or from the installation technician (prices are transparent and will be communicated in advance).

VII. After-sales Guarantee and Liability Definition

7.1 Product Damage and Repair

1. If a product is found damaged upon delivery or if quality issues (non-human-induced) are discovered within 7 days of installation, the consumer must provide the order number, photos of the damaged/product, and the delivery receipt/installation service receipt. The platform will arrange a free return/exchange or repair service, with all cross-border logistics costs covered by the platform.

2. Local returns and exchanges or repairs take 3-7 business days (excluding shipping time). The platform will coordinate with the nearest service outlet to process your request.

7.2 Installation Quality Assurance

Within 30 days after installation, if improper installation causes product malfunctions or safety issues, the platform will arrange free reinstallation or repair. If this results in property loss to consumers, the platform will assume corresponding compensation liability after verification.

7.3 Force Majeure Liability

In the event of force majeure factors such as earthquakes, typhoons, heavy rain, wars, or sudden changes in customs policies that cause delays, damage, or delivery failures, the platform will promptly notify consumers and make every effort to assist in resolving the issue, but shall not be liable for any related compensation.

7.4 Consumer Responsibility

Any delivery delays, additional shipping fees, or product damage caused by the consumer's own reasons (e.g., incorrect address, refusal to accept delivery, non-cooperation during installation, or intentional damage) shall be the consumer's sole responsibility.

VIII. Dispute Resolution and Contact Information

8.1 Dispute Resolution

Disputes arising from delivery and installation services between consumers and the platform or cooperative logistics providers may first be resolved through consultation with the platform's customer service. If no agreement is reached, the dispute may be submitted to the China International Economic and Trade Arbitration Commission for arbitration, or a lawsuit may be filed with the competent court where the platform is located.

8.2 Contact Information

1. Thai customer service hotline (Thai/English): +66 829655326

2. Malaysia Customer Service Hotline (Chinese): +4000-8282-66, +852 29469686

3. 24/7 customer support: Banwei platform (banwei-asia.com) is built-in

4. After-sales email: hkbusiness@banwei.cn (Reply within 2 hours on weekdays)

IX. Supplementary Provisions

1. The copyright of these rules belongs to Banwei Platform. For matters not covered herein, the relevant laws, regulations, and industry practices of China, Thailand, and Malaysia shall apply.

2. Within the legal framework, Banwei Platform reserves the right to interpret and amend these rules. Any amendments will be communicated to consumers via platform announcements or SMS notifications, and the updated rules will take effect immediately upon notification.

3. This regulation takes effect for the first time on 1 January 2026.