Terms and Conditions of Sale

These Terms govern every sale by Luxury at Living Co., Ltd., trading as "Crystal Home" ("Crystal Home"), to the buyer ("Customer") identified in the relevant Quotation. References in these Terms to "Goods" or "Products" mean the items listed in the Quotation; references to a "Business Day" mean Monday to Friday excluding Thai public holidays. 

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1. Quotations. Unless otherwise stated in the Quotation, pricing is valid for 30 days. Goods are not reserved or treated as ordered until the Customer has made a deposit or payment. Samples, showroom displays, and brochures are illustrative only; slight variation in delivered Goods, especially in natural materials and hand-finished items, is not a defect.

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2. Payment. The Customer pays in accordance with the schedule on the Quotation. Unless otherwise agreed in writing, Crystal Home is not obliged to dispatch, deliver, or install until all sums due have been received. Overdue amounts incur interest at 15% per annum. The Customer has no right to set off, withhold, or deduct any amount from sums due to Crystal Home for any reason.

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3. Delivery and Risk. Delivery dates are estimates only and are subject to shipping availability, customs clearance, and other factors outside Crystal Home's control. Delay does not entitle the Customer to cancel, refuse delivery, or claim damages, interest, or penalty of any kind, unless agreed otherwise in writing. Additional delivery services and postponement of scheduled delivery are subject to the terms and fees in Schedule B. 

Title to the Goods passes when Crystal Home has received cleared payment in full. Until full payment is received, Crystal Home retains title to the Goods and reserves the right to repossess them in the event of non-payment, without prejudice to any other rights of Crystal Home. Risk in the Goods passes (a) on delivery to the Customer, in the case of bathroom, or (b) on completion of installation by Crystal Home or its appointed installer, in the case of kitchens and built-ins.

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4. Acceptance and Inspection. For bathroom, the recipient must inspect the Goods together with the delivery personnel. Visible damage, shortage, or irregularity must be noted on the delivery document before signing, or the Goods must be refused; if signed without remark, the Goods are deemed received in good external condition. Visible damage and functional defects apparent on first use must be reported in writing, with photographs or video, within 7 Business Days of delivery. Defects discovered later are addressed under the Warranty in Clause 7. For kitchens and built-ins, Crystal Home and/or its appointed installer will inspect both the Customer's site (prior to dispatch) and the Goods (on arrival at the installation site) to confirm readiness for installation; The Customer is welcome to be present for any inspection or for the installation itself. Visible defects must be raised on the handover sheet at installation completion (see Clause 6). Where the Customer engages external movers or installers without notice to Crystal Home, Crystal Home is not liable for any damage caused by them.

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5. Storage. Crystal Home holds Goods free of charge from each item’s arrival date (the “Arrival Date”), whether the Goods arrive at once or partially– up to 2 months for bathroom and up to 4 months for kitchens and built-ins. Unless agreed otherwise, the Customer shall accept delivery (or, for kitchens and built-ins, allow installation to proceed) within the free period to avoid storage fees. Storage beyond this free period is subject to Schedule B. 

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6. Installation. For bathroom, installation is arranged by the Customer or by the brand. Crystal Home may help coordinate the installer as a courtesy but is not a party to the installation and is not liable for the installer's work. For kitchens and built-ins, installation is performed by Crystal Home or its appointed installer in accordance with the installation manual and the standard installation checklist. Completion is confirmed by a signed handover sheet. Where installation is performed by third parties, all risks relating to installation, workmanship, compatibility, and site conditions shall be solely borne by such third parties and the Customer. Installation must in all cases comply with the installation manual and applicable standards, including providing inspection access for recessed or concealed fittings; failure to comply voids the Warranty for the affected Product.

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7. Product Warranty. 

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7.1 Warranty structure: Each brand's warranty is provided by the manufacturer of the Goods on the duration and terms set out in Schedule A. Depending on the brand, the warranty either applies directly between the manufacturer and the Customer (with Crystal Home acting as facilitator), or is channelled to the Customer through Crystal Home as dealer. Schedule A identifies which arrangement applies to each brand. In either case, the Customer may notify Crystal Home of any claim and Crystal Home will handle or coordinate the claim accordingly. Crystal Home does not provide any warranty broader than that of the manufacturer.

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7.2 Period: For bathroom, the warranty period starts on the Arrival Date. For kitchens and built-ins, it starts on the date of installation completion by Crystal Home or its appointed installer. The warranty period runs for the full duration stated in Schedule A from that start date. The warranty is not transferable unless the manufacturer's own terms permit transfer.

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7.3 Coverage: The warranty covers manufacturing defects only. It does not cover:

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(a) normal wear and tear of moving or consumable parts, such as: for taps and fittings — diverters, valve heads, ceramic cartridges, thermostatic components, seals, filters, aerators; for kitchens and built-ins — hinges, soft-close mechanisms, drawer runners; for electronic items — batteries and bulbs;

(b) cosmetic variation natural to the material or to the manual finishing process, including wood grain, stone veining, slight differences in colour or sheen between hand-finished pieces, and the patina of certain finishes;

(c) damage from improper installation, misuse, neglect, or failure to follow care instructions;

(d) use of abrasive or unauthorised cleaning products;

(e) damage from foreign matter, water quality, or water pressure or temperature outside the manufacturer's specification;

(f) impact, accident, alteration, variation, modification, or unauthorised repair;

(g) breakage of glass, bulbs, mirrors, or similar breakable components, except where the breakage is itself the manufacturing defect; or

(h) force majeure.

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7.4 How to make a claim: The Customer must notify Crystal Home at service@crystalhomebkk.com within 7 Business Days of discovering the defect, providing the original Quotation, tax invoice, photographs or video of the defect, and any other information reasonably requested. Late notification will not by itself bar a claim, but Crystal Home may reject the claim to the extent the delay has prejudiced its position — for example, by impairing its ability to investigate, verify, or remedy the defect. In any event, no claim will be accepted more than 3 months after the date the defect was first reasonably discoverable, except where applicable law requires otherwise; this longstop does not extend the warranty period in Clause 7.2.

The Customer must grant Crystal Home or the manufacturer reasonable access to inspect and remedy, must not attempt repair or removal beforehand, and must allow a reasonable opportunity to remedy before pursuing any other claim.

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7.5 Remedy: The Customer’s sole and exclusive remedy is repair or replacement, at the discretion of Crystal Home or the manufacturer (as applicable). If the original Product is no longer manufactured or sourcing it would be commercially impractical, a comparable replacement may be supplied; if no comparable replacement is available, a refund of the invoice value of the defective Product may be offered in full and final settlement. The Customer is not entitled to any further compensation, including damages, interest, accommodation costs, penalty, replacement of matching non-defective parts, or the cost of removing the defective Product or installing the replacement. Where the claim is made in bad faith, the Customer bears Crystal Home’s reasonable costs of handling it.

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7.6 Inconsistency: In the event of any inconsistency between these Terms and the applicable manufacturer's warranty, the manufacturer's warranty shall prevail to the extent of such inconsistency.

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8. Limitation of Liability. To the extent permitted by Thai law, Crystal Home's total liability arising from or in connection with the Contract — whether in contract, tort, misrepresentation, or otherwise — is limited to the invoice value of the specific defective Product. Crystal Home is not liable for any consequential, indirect, or incidental loss, including loss of profit or business, damage to surrounding property caused by a defect in the Goods, removal or reinstallation costs, any third-party installer's act or omission, or Crystal Home’s response time, except to the extent such liability cannot be excluded under applicable law.

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9. No Cancellation, No Refund. Once Crystal Home places orders with the manufacturer, the order is non-cancellable, non-refundable, and non-returnable. This applies regardless of the Customer's reasons, including change of mind, project delay, change in financial circumstances, or onward sale of the property. The only exception is where Crystal Home is unable to deliver the ordered Product, including where the Product has been discontinued by the manufacturer or cannot be imported into Thailand — in which case sums paid for that Product are refunded in full and Crystal Home has no further liability. 

Goods that have been installed cannot be returned except through the Warranty procedure in Clause 7. Where a Product cannot be installed or used for reasons not caused by Crystal Home, the Customer may request an exchange for a different model within 7 Business Days of delivery. Crystal Home may accept the exchange at its sole discretion, on the conditions that the Product is brand-new and unused with complete original packaging, the Customer pays any price difference and two-way transportation costs, and a reasonable depreciation fee applies if the Product is not returned in the stated condition. 

Showroom display or clearance items are sold on an as-is basis, without Warranty under Clause 7, and may not be exchanged or returned.

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10. Termination. Crystal Home may terminate the Contract by written notice if the Customer fails to pay any sum due within 14 Business Days of its due date, or fails to take delivery, collect Goods, or provide site access within a reasonable time after Crystal Home's written request. On termination, the Customer forfeits all sums paid as compensation for Crystal Home's costs, and Crystal Home may dispose of any Goods held; the Customer remains liable for any losses exceeding the sums forfeited. Termination does not affect any Warranty for Goods already delivered and accepted, or any other rights that have already accrued.

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11. Force Majeure. Crystal Home is not liable for any delay or failure caused by events beyond its reasonable control, including flood, fire, epidemic or pandemic, war, civil unrest, manufacturer or shipping delay, customs delay, or any act of government or regulator.

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12. General. 

(a) The Customer may not assign its rights or obligations without Crystal Home's prior written consent.

(b) Failure or delay by Crystal Home in enforcing any right is not a waiver, and any goodwill action by Crystal Home in respect of one Customer or transaction does not create a precedent.

(c) If any provision of these Terms is held to be invalid, illegal, or unenforceable, that provision is severed and the remaining provisions continue in full force and effect.

(d) These Terms are issued in English and Thai; the Thai version prevails in the event of inconsistency.

(e) The Contract is governed by the laws of the Kingdom of Thailand, with exclusive jurisdiction in the courts of Bangkok.

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Schedule A — Warranty Periods by Product

All warranty periods are subject to the terms and conditions of each manufacturer.

The warranty under Clause 7 applies to products of the brands listed below, for which Crystal Home is the official dealer in Thailand. The Warranty applies only to Goods purchased from Crystal Home and installed in Thailand; Goods purchased outside Thailand or from any other party are not covered. Goods from any other brand that Crystal Home sources at the Customer's request — such as appliances or countertops included with a kitchen or bathroom supply — carry only the original manufacturer's warranty and are not covered by this Schedule.

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Section 1 — Manufacturer-direct warranty

For brands in this Section, the manufacturer’s warranty applies directly between the manufacturer and the Customer. Crystal Home facilitates the claim process (see Clause 7.1).