Warranty, Refunds, Exchanges & Other FAQ
We currently accept payments via EftPos, Bank Transfers Credit Cards & PayPal. However, if you live in the Sunny Sunshine State of Queensland, Australia and you love roadtrips... c'mon by to our Workshop in Brisbane and we'll be happy accept Cash (Sorry We Don't Keep Cash On Site So We'll Need Exact Change) as well :) Please note that payment must be paid in full prior to orders being despatched or if it is a custom made to order item, before production can commence.
If for any reason we're out of stock or your order is a special custom made to order item as described in the product description, we will be happy to take your order and get into production. However, in those circumstances, please note that our production time can vary from 6 to 8 weeks. We will endeavour to do our best to get it finished sooner than that. For a better idea of production turnaround times, please chat to us about your particular project scope so we can give you an accurate idea of the leadtimes.
CHANGES TO YOUR ORDER & DESPATCH TIME
If you change your mind about your purchase or you're wanting a different colour, please send us a message as soon as you can and we'll be happy to accommodate any changes to the best of our abilities. Please note we are only accommodate these changes if they are made within 24 hours of your order being placed. Outside of these guidelines, charges may be applied.
Please note that we generally ship all orders within 3 working days of receiving your request so please contact us asap. Unfortunately, it is out of our realm once the item leaves our warehouse. But don't worry, all our suppliers and logistics partners are very nice so they'll do their best to help. Please understand in some circumstances a surcharge may apply in those circumstances.
REFUNDS & EXCHANGES
If your item has any quality or workmanship flaws, we will happily give you a 30-Day Money Back Guarantee from the time of purchase. Please note that if the product is made from recycled materials as specified in the product description, the item will have natural discolouration, imperfection, cracks and nail holes etc. that is consistent with a naturally aged material. These are all natural characteristics that comes with using recycled timber and the refund guarantee does not apply to these natural characteristics. Please note that flaws or damage resulting from the improper use of the products that deviates from its characteristics is also not covered under the refund guarantee.
If you have ordered a custom made to order product from our Once Upon A Queenslander collection, it is most likely that the item comes with a 10 year warranty. We are delighted to offer the 10 year warranty on the selected custom build bespoke private commissions only. If the product description does not contain any mention of the 10 year warranty, it does not apply to that product.
Please note that our warranty is valid from the date of purchase and the purchase receipt is required as proof of purchase.
The warranty applies to domestic use only and damage (including corrosion) caused by improper use, assembly, installation, commercial use, placement, storage care or maintenance, including damage caused by failing to adhere to care instructions will void the warranty.
The warranty is not transferable.
The warranty will not apply if the product was (a) modified or tampered with (including repairs) from the original design, (b) used in an abnormal manner, for example, if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire), or cold, or incorrectly adjusted or operated, (c) general wear and tear that comes with age and use. This includes, scuff marks, fabric pilling, loose stitching, tears to dust covers and frayed seams, (d) breakage or damage to glass or mirrors, (e) cleaned with wrong cleaning methods or cleaning products, (f) placed outdoors or in a dry and humid environment, e.g. bathroom.
The warranty does not cover consequential or incidental damages.
While we have taken all possible precautions to ensure your satisfaction with the quality and reliability of the product, please note that improper use of the product may result in bodily injury. So please check out our Furniture Care page, use your purchase responsibly and you'll be able to pass it on to your kids one day :)
We reserve the right to inspect and request for supporting information to assess any defects for the claims assessment procedure. Failure to supply or accommodate the requests will prevent us from assessing the claim and thereby void the warranty. We will examine and decide at our sole discretion, if the item is covered under this warranty. If considered covered, we will at our sole discretion, either repair the defective product or replace it with the same or a comparable product.
IMPORTANT: Please note that for all refunds and exchanges to be processed successfully, we require good quality photos of the condition of the packaging and the damaged product to be sent to us within 48 hours of your receiving your goods as this is an insurance requirement. If your claim is not lodged via email with photos within 48 hours of receiving your product, this will not be processed by the insurance company and will not be covered in the 30-Day Money Back Guarantee.
If you prefer a replacement, we will organise for the damaged product to be collected at our cost and a new replacement unit sent to you. All freight cost will be covered by us in this instance.
If you change your mind about a purchase and would like to have a refund or exchange it for something else, we would be happy to organise for a full refund or exchange provided the item is returned to us in the same condition that it was sent to you & the return postage is covered by you. We would need to receive the product within 7 working days of when it was delivered to you. Please ensure you select a reliable courier service that has a tracking service to protect your return. Alternatively, we will be happy to assist you with your return and pass on the charges direct to you.
Please send all correspondence regarding refunds and exchanges to email@example.com
WARRANTY & HOW TO LODGE A CLAIM
WARRANTY? Naturally! If there are any issues in the quality or workmanship of our product, we offer a 30-Day Money Back Guarantee from the time of purchase. Please note that if your item has arrived damaged in transit, it will be covered by the Transit Insurance. However, it's a condition from our Carriers that it is photographed & reported within 48 hours of delivery. Please take the time to check your item when it arrives and if you note any damage to the carton, please make note of that on the consignment note and bring it to the Driver's attention BEFORE you sign the Delivery Receipt. Then, photograph and email us the details of the damage within 48 hours of receiving your order and we'll take care of it for you. Unfortunately, if the photos are not received within 48 hours, the guarantee is voided.
OTHER FREQUENTLY ASKED QUESTIONS
CUSTOM ORDERS? We sure do! Send us your design or message us with your Wish List or concepts and we'll be happy to review it and give you a quote. We've done a lot of Custom projects, large and small, residential and commercial so there's pretty much no furniture that we cannot make.
More Questions? Have you read our Shipping & Delivery page or our Free Delivery page? Or have we miss something? If that's the case, please email us on firstname.lastname@example.org or email@example.com and we'll get back to you within 24 hours!