FAQ

What is Penfurnex?

Penfurnex is an annual event organized by the Penang Furniture and Timber Industry
Association (PFTIA), which acts as a platform for furniture entrepreneurs in the northern
region to showcase their latest innovative ideas, as well as elegant furniture. It provides
consumers with the best opportunity to source for furniture according to their preference
at competitive prices. www.penfurnex.com.my (also referred to as Penfurnex; or The
Platform) is an online marketplace which was founded in 2020 and aims to do the same,
i.e. allowing furniture entrepreneurs to present a comprehensive range of products; and
for consumers to shop for what they want conveniently, anytime, anywhere.

How do I get started?
All shoppers of Penfurnex online marketplace, must register an account with us to make
purchases. To register, enter your details such as name, email address, address, mobile
telephone number and password. Your email address will function as your username
each time you log in. Alternatively, you can login via your Facebook account to
automatically join us as our member. This information will be retained in your account,
making all subsequent checkouts fast and easy. To register, please click here (link to
registration).

Do I need a valid email account for registration?

Yes, you are advised to use a valid email ID during registration.

Can I use my mobile phone number to register and log in?
No. This function is not available at the moment.

Do I need to log in to my account to purchase?
Yes, you need to login to your account to complete your purchase.

What are the prices like for products sold on Penfurnex?
As one of the norther region’s leading furniture platforms, we aim to be competitive in the
online furniture and home improvement industry. Do visit Penfurnex frequently to find out
the latest promotional and special offers available for you. All products transaction
currency will be done in Ringgit Malaysia.

Is there any minimum purchase?
No, there is no such condition set by our Sellers.

Can I combine several orders that I have purchased?
Our system does not support this function at the moment. If payment has not been made,
you are advised to cancel the order and make a new order on your desired product.

How do I know if the product I wish to purchase is available?
With “Shop Now” or “Add to Cart” displayed, this shows that the product is still available.

Are there any delivery charges? Which delivery zones are covered?
Our Sellers do charge a delivery fee, unless otherwise stated. The delivery charges may
vary and will be indicated by each individual Seller.
In general, all orders can be shipped to addresses within West Malaysia; unless otherwise
specified by the seller. Our sellers currently do not ship to East Malaysia or outside
Malaysia.
For more information about Shipping & Delivery, please click here (link to Shipping &
Delivery)

Is Cash-On-Delivery (COD) available?
No. COD is not available at this moment.

Can I Modify the delivery address after payment?
We do not support this function at the moment. Kindly contact our Customer Service for
further assistance. You are encouraged to be cautious when entering/ selecting the
delivery address.

Can my order be delivered to an office address?
Yes. Please enter the address of your desired location when prompted to do so upon
checkout.

Can orders be shipped overseas?
Purchases made on Penfurnex may only be delivered to areas within West Malaysia only
as of now.

How much do I have to pay for delivery?
Delivery charges for products are determined by the respective Sellers.

When will my purchase arrive?
Estimated arrival dates for orders are determined by the respective sellers. Please note
that customized items may requires a longer delivery time.

How can I view/ obtain my order number?
Once logged in to your Penfurnex account, proceed to “My Orders”. You will then be able
to view your order number.

How can I check my order status?
Log in to your Penfurnex account and proceed to “My Orders”. Select the order you wish
to view and click on the order number.

What should I do if my items have not arrived yet?
Kindly contact our Customer Service at 04- XXX XXXX from 9:30 MYT to 17:00 MYT from
Monday to Friday or email to wecare@homelove.com.my

Can I call Customer Service to order an item? (Purchase by phone call)
Penfurnex Online Marketplace is an e-commerce platform. As such, we do not support
telephone purchases.

What are the payment methods currently accepted by Penfurnex?
Online purchases are made easy and secure with a selection of payment options,
including FPX internet banking and credit or debit card (Visa/MasterCard).

Is Payment by Installments available (EPP- Easy Payment Plan)?
Payment by Installments is currently available. You will need a credit card which is eligible
for our installment plan in order to use installment plan payment method.
We currently accept the following banks that offer installment plan payment method:
 Maybank
 Public Bank
In order to pay using installment plan, minimum total checkout value must be RM500.
Number of months provided for the installment plan are as follows:
• 6 months for minimum total checkout value of RM500
• 12 months for minimum total checkout value of RM1000
The above installment payment plan is applicable for VISA and MASTERCARD from
selected banks only. (*Terms & Conditions Apply)

Can the invoice information be amended?
Invoice will only state the model, quantity and amount that you have purchased, as well
as delivery information and cannot be amended.

Will Penfurnex keep a record of my previous purchases?
Yes, you can view your previous purchases in the order history page located in your
Penfurnex account.

Why does it say that I have failed to submit my order?
Failure in submission of an order may be caused by the following reasons:
 Incomplete order information
 Network delay

Should you not be able to submit your order after numerous attempts, please email us at
penfurnex.pg@gmail.com

I’ve made payment but have yet to receive a confirmation email, what should I do?
You should receive your confirmation email within the same day. If you’ve not received
the email, please contact customer service at 04- XXX XXXX or email us at
penfurnex.pg@gmail.com
Operating Hours: From 10:00 a.m. to 4:00 pm from Monday to Friday

How do I return my purchases? Can I get a refund?
Penfurnex encourages Buyer to communicate with the respective Seller for matters
pertaining to Return & Refund. For more details about the Return & Refund policies and
procedures, please click here (link to return & refund)

How should I define the warranty period?
The warranty period starts from the date when you acknowledge receipt of the product.

Can I cancel my order?
Buyer may only cancel his/her order prior to the payment of Buyer’s Purchase Monies
into the Penfurnex Guarantee Account.
In the event that Buyer decides to cancel his/her order twenty-four (24) hours after the
relevant order has been confirmed and prior to shipment, Penfurnex shall be entitled to
impose a minimum charge of 15% on the total purchase amount and processing fee, as
administrative fees. In addition, any transaction fees charged by the relevant instalment
payment partner banks will also be imposed. More details about order cancellations can
be found in our Return & Refund page, please click here to read. (link to return & refund)

What should I do if I have forgotten my Penfurnex account password?
Please click on “Forget password” button in order to retrieve or reset your password. You
will then receive an email for verification.

How do I change my Penfurnex account’s personal information and shipping
address?
Log-in your account → Click on “Account Maintenance” → Edit your account information
and Shipping address here.
I still have questions that are not addressed in the FAQ page.
Should you require further clarification, or have any other questions, please feel free to
email us at penfurnex.pg@gmail.com