Service Agreement

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.

 

Caring For Your Products

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.

Consumer Guarantees

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:

• The goods are made to acceptable quality
• Fit for its intended purpose
• Match description, where the trade material tolerances apply
• Express warranties will be honoured
• Spare parts and repair facilities will be available for a reasonable time after purchase
• Title to the goods
• Undisturbed possession of the goods
• No undisclosed securities on the goods

If you would like more information about the Australian Consumer Law and consumer guarantees, please visit www.consumerlaw.gov.au.