Shipping policy

Last Updated: August 2026

At Avera Living, we aim to provide a smooth and reliable delivery experience for every order. As our products include bathroom vanity sets, cabinets, mirrors, basins and other large or fragile items, delivery arrangements may vary depending on the product and destination.

Please review the following information before placing your order.

1. Delivery Coverage

Avera Living currently provides delivery within Malaysia, subject to delivery availability for the relevant location and product.

West Malaysia

Standard delivery is FREE for orders delivered within West Malaysia.

Free shipping applies to standard delivery under normal and reasonably accessible delivery conditions.

Additional charges may apply where special handling, special access or non-standard delivery arrangements are required.

East Malaysia

Delivery to Sabah, Sarawak and other applicable East Malaysia destinations is subject to additional shipping charges.

The applicable shipping fee will be calculated automatically at checkout based on the delivery destination and other relevant shipping factors.

Certain oversized or restricted products may require alternative delivery arrangements. If we are unable to fulfil delivery under the shipping option selected, our team will contact you before proceeding.

2. Delivery Timeframe

Estimated delivery times may vary depending on:

Product availability;
Delivery destination;
Order size and quantity;
Courier or logistics provider;
Public holidays and peak periods; and
Circumstances outside our reasonable control.

Any delivery timeframe provided is an estimate unless expressly stated otherwise.

While we will make reasonable efforts to fulfil orders within the estimated timeframe, delays may occasionally occur due to logistics, weather, traffic, peak-season demand or other circumstances beyond our reasonable control.

3. Delivery Address & Contact Information

Customers are responsible for providing a complete and accurate:

Delivery address;
Recipient name;
Contact number; and
Any relevant delivery or access instructions.

Please ensure that someone is available to receive the order at the agreed delivery location where required.

Avera Living will not be responsible for delays or additional delivery costs resulting from incorrect or incomplete information provided by the customer.

4. Condominiums, Apartments & High-Rise Buildings

For deliveries to condominiums, apartments and other high-rise properties, customers are responsible for ensuring that the delivery team has reasonable access to the property.

This may include arranging:

Management approval;
Delivery access;
Loading bay access;
Lift access;
Service lift booking; and
Any other building-specific delivery requirements.

Customers are encouraged to confirm their building's delivery requirements with the relevant management before delivery.

5. Staircase & Special Handling Charges

Our free standard delivery within West Malaysia assumes normal and reasonably accessible delivery conditions.

Additional handling or delivery charges may apply where delivery requires carrying products via staircases, accessing upper floors without a suitable lift, navigating unusually difficult access conditions, or providing other non-standard handling.

Any applicable additional charge will depend on factors such as:

Floor level;
Number of flights of stairs;
Product size and weight;
Quantity of items;
Accessibility of the premises;
Distance or complexity of manual carrying; and
Additional manpower or special handling required.

Where reasonably possible, customers will be informed of any applicable additional charges before the special handling service is carried out.

6. Lift Access

If the delivery location is above ground level, customers should ensure that a suitable lift or service lift is available and capable of accommodating the purchased product.

Customers are responsible for checking that the product dimensions are suitable for:

Building entrances;
Corridors;
Lifts;
Staircases;
Doorways; and
The intended installation area.

Avera Living will not be responsible where a product cannot be delivered to the intended location because of insufficient access or space that could reasonably have been checked before ordering.

Additional charges may apply if alternative delivery arrangements or additional handling are required.

7. Failed Delivery

If delivery cannot be completed due to circumstances within the customer's control, including:

No authorised person being available to receive the order;
Incorrect delivery information;
Restricted property access;
Failure to arrange required building access; or
Other avoidable access issues,

a re-delivery or additional logistics charge may apply.

We will contact the customer to arrange the next available delivery where applicable.

8. Inspection Upon Delivery

Customers are strongly encouraged to inspect the packaging and products as soon as reasonably possible upon delivery.

Please check for:

Visible physical damage;
Cracked or broken components;
Incorrect products;
Missing components; and
Significant damage to the external packaging.

If an issue is identified, please take clear photographs and/or videos showing the condition of the product and packaging and contact Avera Living promptly in accordance with our Return & Refund Policy.

Customers should retain the original packaging until the product has been inspected and confirmed to be in satisfactory condition.

9. Large & Fragile Products

Bathroom vanities, mirrors, ceramic basins, sintered stone basins and similar products may require additional care during transportation and handling.

Customers should avoid installing or modifying a product where visible damage has been identified before installation.

Please contact Avera Living first so that we can assess the issue.

10. Installation

Installation is not included with standard Avera Living product purchases unless expressly stated otherwise.

Delivery personnel are not required to:

Install bathroom cabinets or vanity units;
Mount mirrors or mirror cabinets;
Connect plumbing;
Install faucets or water fittings;
Drill walls; or
Perform electrical work.

Customers are responsible for arranging a suitable installer or contractor for installation.

11. Delivery Delays

Occasionally, deliveries may be affected by circumstances outside our reasonable control, including severe weather, road conditions, logistics disruptions, public holidays or other unforeseen events.

Where a significant delay occurs, we will make reasonable efforts to communicate relevant updates to the customer.