Service Agreement
Terms and Conditions
We Make What You Can't Find!
Terms and Conditions
Please read very carefully our service agreement to ensure you are clear with what is expected from you (the client) whilst using our services.
Here are the steps that will be adhered to when we complete your personalised custom timber product:
Step 1. Request and QUOTE: This is the time for you to provide a clear idea of what you want for your custom timber build and convey this directly to us. More importantly, any changes to the specifications during the production process may increase the total cost of your order and the longer it takes to complete production. This process will continue until you are pleased with the final specifications and materials prior to production.
After an extensive discussion on your requirements, we will forward you an estimated quote for the price of goods and work involved to complete your order(s). This is ONLY an estimate. If at any stage the estimate exceeds the initial quote, you will be notified in writing with a new expected final price. All effort is made to maintain work within the set budget.
Review and Alternatives: If you have provided and supplied specifications and drawings of a build that we deem is not viable, we will offer and advise alternatives, but all specifications must be confirmed by the customer prior to any payment being made (deposit, balance or full amount).
Agreeing to the quote: You will be required to sign off on all aspects of your custom design. Once that has been forwarded, with your approval and acceptance and you have paid a deposit (whether a 30% deposit (lay-by only), 50% deposit or full amount), any changes or modifications to the agreed specifications from that point and onwards may increase the total cost of your order and will increase the time it will take to complete the order. This is because your order will be in production.
Lay-by: If you have opted for a lay-by payments, please read the full terms, conditions and service agreements regarding lay-by payments with Australian Custom Designed Timber HERE.
Termination: Australian Custom Designed Timber reserves the right to terminate or cancel orders for safety, project feasibility and/or any other reasons and will inform customers in writing as soon as practicable to notify the customer that the order has been cancelled.
Step 2. Once you have agreed to the estimated quote you must pay a 50% deposit for work to commence on your custom order. No work will commence until this has been paid. The deposit is non-refundable once it has been paid, this also applies to any last minute cancellations on orders.
In the event that you have a new idea or wish to add anything more after signing off on your design, there will be an additional fee that will be reflected in the balance invoice or (if full amount was paid prior to starting production) a new and separate tax invoice will be forwarded to you for payment to include or make new changes to the custom build.
Step 3. You will be required, where applicable, to supply all (if any) customer-supplied timbers and materials etc. to commence work on your custom build. For example, customer has requested for Australian Custom Designed Timber to build a custom dining table using Blackbutt timber materials that are supplied by the customer.
Australian Custom Designed Timber and its operators are not and will not be held responsible for the quality of the timber or other materials supplied by the customer, and have the right to inspect the materials for quality and usability prior to any payment being made (deposit, balance or full amount).
Step 4. At each stage of production we will work closely with you to achieve the best result. We will ensure that communication is constant via email or phone.
Step 5. Your ORDER is complete. This generally takes a few days to a few weeks depending on the size of the build and quantity ordered. You will be notified by e-mail that your order is complete and an invoice will be forwarded for the balance owing (does not apply if order is paid in full prior to starting production AND no further modifications have been made to the initial specifications by which no increase of costs have been incurred). Once the total payment for the order is made and you have signed a confirmation of delivery, then and only then will your order be released whether you have opted to collect (pick up) your order from our factory or have opted to have it delivered.
Important: All goods must be signed for or goods will not be released for both pick-ups (collection) and deliveries.
Step 6. If delivery is required. If Australian Custom Designed Timber is personally performing the delivery of your order (within South Australia only) then we will schedule a day and time with you that suits both parties.
If the customer has opted for their own courier or freight service to collect the completed goods or delivery is to be made by freight organised by Australian Custom Designed Timber, you will be notified when your order is sent as well as (where applicable) a tracking number from the freight company to enable you to track your order.
All goods (whether in production or completed) will not be released or dispatched until all outstanding amounts have been paid prior to collection, dispatch or delivery.
Step 7. IMPORTANT! When your order arrives please inspect for freight damage as this does happen from time to time, even after all the effort is made to ensure safe delivery. But if you do receive your order and it has been damaged, please notify us within 24 hours of arrival. No claim for damages will be accepted after this time.
If you would like more information with regards to our Service Agreement please call one of your friendly staff on 08 8185 7067 and we will be happy to discuss and answer any of your questions.
We here at Australian Custom Designed Timber look forward to your projects.
50% deposit of total price payment will be due prior commencing production and balance payment to be made prior to the delivery or collection (pick-up) of goods.
As mentioned above, balance payment is required upon completion and prior to delivery or collection of items ordered. Any amounts outstanding will delay the delivery and/or the release of goods.
A deposit will secure the current quoted price. The official quotation document, signed or not-signed, will only secure the current quoted price until the valid date stated in the quotation document. A deposit must be paid to secure the current quoted price.
Please kindly note that Australian Custom Designed Timber does not deliver to appartments or above ground levels or split-levels of homes. For above-ground level deliveries it is up to the customer to organise the required help to lift items. Australian Custom Designed Timber will only deliver to the ground level of homes and has the right to cancel deliveries if deliveries are to be made to appartments, above ground levels of homes or split-levels of home (above or below ground-level).
We do not charge a storage fee for completed goods and that are waiting for delivery or collection. Any outstanding amounts owing for the goods in storage will not be released or delivered until the outstanding amounts are paid.
Matching exact colours to existing furniture will not be possible and is not a request that can be guaranteed and/or implemented. Australian Custom Designed Timber will not accept requests to stain-match or colour-match timber or steel items.
Timber grains and colours have natural variations. Requests for specific timber colours and features or grains will not be applied as all timber are supplied as is. Specific timber colours and features or grains cannot be guaranteed and any specific colour and features or grain requests will not be implemented. An Australian Custom Designed Timber representative has explained to you (the customer) that specific timber colours (E.g. lighter or darker timbers), features (E.g. More or less gum veins) or grains (E.g. More or less character) cannnot be guaranteed and will not be implemented.
Please allow for material tolerances and variations especially with timber/wood and steel materials. Where quoted sizes are provided there is an advised tolerance and variation that the customer must be aware of where the goods created will be within "millimeter" measurements of difference (+4mm and -10mm) of the quoted sizes. All sizes quoted and agreed upon in any contract are approximate and must not be accepted as "exact" measurements. For example, the quoted thickness of 30mm is approximate and the quoted thickness will be approximately within +4mm or -10mm of the quoted thickness size making the thickness of the end product fall between 20mm and 34mm. The same principle will apply to all sizes quoted; length, width, depth, height and etc.
Any sizes and measurements supplied to Australian Custom Designed Timber will be followed closely and created not to the exact measurements provided. All sizes quoted and supplied are approximate and are subject to trade material tolerance and variations. Please see above paragraph.
Australian Custom Designed Timber will determine the width and depth measurements of the timber and steel materials used at their discretion to meet the approximate measurements outlined in this document and contract. All material width and depth measurements will be created and are supplied as is. All materials are subject to trade material tolerances and variations as outlined in the previous paragraphs.
All finishes that are offered (residential and commercial grades) are stain-proof, water-proof and food-safe. Australian Custom Designed Timber does not guarantee that any and all finishes used and applied are scratch-proof/scratch-resistant, chip-proof, dent-proof/dent-resistant, damage-proof, child-proof, pet-proof and/or heat-proof/heat-resistant or have a low or high temperature threshold. Residential grade and commercial grade finishes must not be assumed to be scratch-proof, scratch-resistant, chip-proof, dent-proof/dent-resistant, damage-proof, child-proof, pet-proof and/or heat-proof, heat-resistant or have a low or high temperature threshold. It is up to the customer to maintain the quality and up-keep of the custom-made goods and item(s) after they have been delivered and signed for. The same applies for items that have been collected and also signed for.
All timber items are made from natural solid timbers which is subject to 'flexing'. 'Flexing' is where the material expands and contracts both horizontally and vertically when temperatures and humidity rise and fall causing the material to increase and decrease in sizes naturally and often, and must not be considered as a fault in the product.
Any additions to the specifications after you have paid the deposit will alter the total price of the order and will be reflected in the final balance invoice. Once additional features/specifications are implemented, a reversal of the request will not be implemented. Any requests to reduce any sizes (length, width, thickness, height, depth and etc.) for all timber and steel materials will not reduce the cost of the materials quoted and ordered. The materials are purchased and used as per the original contract unless the sizes requested have been increased, and not reduced. All materials purchased or requested are subject to size variations and approximation as outlined previously. Production will be halted until a second deposit is paid and/or the customer provides a written confirmation of approval of the terms and conditions required to re-commence production with the additions or modifications to the specifications at any stage of the production process. Production will not re-commence until the above conditions are met.
Once the customer has signed the Confirmation of Delivery or Confirmation of Collection (Pick-ups only), the customer declares that they have inspected the goods thoroughly and that the goods and items delivered/collected are correct, fit for the goods/items intended purpose(s) and are structurally sound. This signed declaration confirms that the customer accepts the responsibility of maintaining the quality and up-keep of the custom-made goods and item(s).
Australian Custom Designed Timber will not be held liable for any scratches, nicks, dents, any damages made once the customer has accepted the goods and have signed the Confirmation of Delivery or Confirmation of Collection as the customer has thoroughly inspected the goods and item(s) before signing the declaration.
All products must be used for its intended use ONLY. Australian Custom Designed timber, its owner and operators will not be held responsible for the customers use (intended or otherwise) of any products purchased.
Australian Custom Designed Timber will not be held liable if the customer misuses the goods and items for anything other than the goods/items intended use that results in personal harm or injury to the customer.
Australian Custom Designed Timber has the right to decline or cancel any orders and contracts where the customer does not accept the specifications and Terms and Conditions outlined any document provided.
Warning read carefully before use
In the interest of your safety and product longevity it's essential that the following policies are strictly adhered to. Do not lean, sit or stand on the table. A twelve month structural warranty for build is provided only. Do not place objects heavier than the recommended weight load on the timber product. Do not apply excessive force onto any of the timber product/steel parts. Do not fully submerge steel parts or timber tops in water (unless they are chopping boards). Do not leave the timber product(s) outside in the elements as this may compromise the structure or surface of the timber product. Sharp and hot objects should not be placed directly on the surface of the timber product as this may damage the surface. Store in a cool dry environment, thoroughly wipe/clean the timber product after use.
Following some simple rules will ensure you furniture continues looking its best and avoids damage that will not be covered by warranty:
1. Gently dust all surfaces once a week with a clean soft cloth to remove dust and debris, taking care to avoid scratching the finish.
2. For cleaning, use only warm soapy water and ensure excess liquid is dried up immediately with a soft dry cloth.
3. Remove liquid and food spills immediately by scooping up the excess and then removing any remainder using the method detailed in step 2 of these instructions.
4. Never use silicone based cleaners as they result in accumulated residue which flaws your furniture’s appearance and will cause damage to the finish in the long term. Cleaners which contain ammonia and spirits are also not recommended as they can cause damage that will not be covered by warranty.
5. Do not place the hot objects directly on your furniture as it may result in damage that is not covered by the warranty.
6. Steam vapour will damage your furniture. Avoid all potential sources.
7. Avoid exposure to direct sun as this can result in damage that is not covered by the warranty.
8. Avoid exposure to direct heat (e.g. Fireplaces or room heaters).
9. Do not leave objects (e.g. Vases or placemats) in place for extended periods as this will leave permanent shading that will not be covered by warranty
10. Always use cushioning under all hard objects to be placed on the surfaces to avoid scratching which will not be covered by warranty
Due to the nature of the product children should be supervised at all times around the tables and other timber products, children should not be underneath or sitting on/standing on any timber product and all products must be used for its intended use ONLY. Australian Custom Designed timber, its owner and operators will not be held responsible for the customers use (intended or otherwise) of any products purchased.
Australian Custom Designed Timber recommends that the timber product(s) should only be used as per instructions provided at the time of purchase. Failure to follow the provided instructions may result in personal harm or injury to which Australian Custom Designed Timber will accept no liability.
Australian Custom Designed Timber and any affiliates and/or third parties will accept no liability for loss, damage or injury suffered by any person or persons as a result of product misuse.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Here are the consumer guarantees that apply to goods you purchase:
If you would like more information about the Australian Consumer Law and consumer guarantees, please visit www.consumerlaw.gov.au.
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