The Wholesale Furniture Co | Terms and Conditions
Please read these terms and conditions (“Terms”) carefully before confirming your purchase on The Wholesale Furniture Co * online store. Your order is placed on the understanding you have read, understood and agreed to these Terms.
PURCHASING ONLINE
| Section | Notes |
|---|---|
| Appearance | Appearance, color, feel of your product can differ on your computer/tablet/other device to how they appear in reality. There is no refund for any such difference in appearance. |
| Accessories | The display accessories shown on our website are not included in prices quoted and are not part of your order. |
| Age, Residency and Use | All Customers must be at least 18 years old and resident in Australia. All products purchased are intended for personal, domestic and non-commercial use. |
| Offer | Each Customer order is an offer by you to purchase the product for the price quoted plus the applicable delivery fee and charges. We may accept or reject that offer at our absolute discretion. Products are offered according to fabric/materials featured on our website. |
| Multiple Orders |
Each Customer order placed and accepted by us is a separate purchase agreement. Where you place multiple orders, products will be delivered separately and separate delivery fees and charges will apply. |
| Order Details | You warrant to us all your order information (including quantities ordered) is complete, true and accurate. We make no representation that we will change or cancel your order once accepted by us and will not be liable to you for any failure to do so. |
| Lead Time | We cannot quote delivery lead times on online purchases, Contact us/your allocated store to obtain an indication. |
| Delivery/Pickup | If “Delivery” chosen: we/your allocated store will contact you once your product is ready for delivery (see further below). If “Pickup” chosen: we/your allocated store will contact you once your product is ready for delivery (see further below). |
| Acceptance | Confirming you have read these Terms is your acceptance your online purchase is on these Terms. |
Delivery & Pickup
| Section | Notes |
|---|---|
| Customer ID | Photographic proof of identification (valid Customer ID) is required upon product handover (delivery/pickup). |
| Measurements & Access | Customer responsibility to ensure product fits into intended space & through access points. Delivery assumes reasonable & safe access is available. If not, or if Customer is absent or without ID, re-delivery fees apply. |
| Delivery & Pickup Times | Delivery/pickup times are approximate. We are not liability for delays. Cancellation or rescheduling of delivery/pickup times may incur fees. |
| Customer Responsibilities | Customers must protect flooring & other surfaces during delivery (our drivers must wear shoes) and we are not liability for damage on delivery. Customers must provide adequate wrapping, blankets or other materials, and bring assistance, for pickup (our staff cannot lift or strap items due to OH&S). |
| Handling & Additional Costs | Extra handling (eg stairs or assembly) on delivery may incur additional charges. Delivery of marble, ceramic and concrete products will incur additional charges. |
| Assembly | Items marked Ready to Assemble (RTA) require self-assembly. We can offer assembly alongside delivery at an additional charge. |
| Condition & Acceptance | Customers must inspect products at delivery/pickup. Damage must be noted immediately by Customer. Once products accepted by Customer, responsibility for damage shifts to Customer (including during transport or assembly). |
| Pickup Timeframe | Customer must pickup product within 10 business days after Customer is notified their product is ready for collection. If product is not collected within the applicable period, we reserve the right to cancel the order. |
| Delivery Timeframe | We will hold Customer delivery orders for up to 10 business days after we have notified Customer product is ready for delivery. This hold period is only available on products not marked as discontinued/on clearance. If we cannot schedule a reasonable delivery date within the applicable period, we reserve the right to cancel the order. |
| Packaging | Disposal of packaging material is available for additional charges. We will not be responsible for the removal of any packaging material otherwise. |
Payments
| Section | Notes |
|---|---|
| Online Purchases | Payments must be made in full at the time of purchase including delivery fee & additional charges. Accepted: credit card & Afterpay. For your protection, Customer ID and/or credit card used for the purchase will be required at delivery/pickup. |
Cancellations
| Section | Notes |
|---|---|
| Online Purchases | We reserve the right to cancel for any reason any order accepted by us. In such event a full refund will be paid. Customer cancellations will incur a 20% cancellation based on the total invoice value. |
| Processing | All cancellation fees will be deducted from any refund due to Customer & reflect our reasonable costs. |
| Unable to Supply | All products are advertised by us in good faith. If we are unable to supply, we will refund Customer in full (or alternatively Customer can select an alternative product). |
Refunds
| Section | Notes |
|---|---|
| Rights Under ACL | Guarantees are provided that cannot be excluded under Australian Consumer Law (ACL). To make a claim Customer must be the original purchaser & provide proof of purchase along with valid Customer ID. |
| What’s not Covered | We do not refund or exchange for change of mind. Soft furnishings (mattresses, sheets, pillows, pillowcases, mattress toppers etc.) cannot be returned or refunded unless faulty due to hygiene reasons. |
| How Refunds are Processed | Refunds are processed back via the original payment method (unless agreed otherwise) and can only be issued to the original purchaser. |
| Proof of Purchase | Customer must be the original purchaser of the product, and must provide clear proof of purchase (ie tax invoice or receipt), to claim a product refund. We keep only a limited history of past orders & cannot search archived transactions. Customers responsibility to keep their proof of purchase. |
Warranties
| Section | Notes |
|---|---|
| Casegoods & Dining | 2-year structural warranty |
| Lounge | 5 years structural warranty on frames 3 years on seating and mechanisms (mechanisms are covered to 120kg weight load only) 2 years on leather stitching and covering 1 year on fabric stitching and covering |
| Electrics | 3 years on motors and mechanisms (mechanisms are covered to 120kg weight load only) 2 years on lights, USB chargers, switches, and Bluetooth devices 12 months for battery packs (we do not recommend using batteries after 12 months as this may present safety hazards) |
| Mattresses & Other Products | All other products sold by us (including mattresses) are covered by manufacturers’ warranties (if applicable). |
| Action Taken | Defects covered by our above warranties will be repaired, replaced or refunded at our discretion (subject to your rights under ACL and other laws) & at no cost to Customer. All our above warranties commence from date of purchase. |
| What’s not covered by our above Warranties | Normal wear & tear excluded. Fading or colour changes due to exposure are excluded. Damage from misuse or use outside normal/intended purposes are excluded. Your rights given by our above warranties are in addition to any rights & remedies you may have under ACL & other laws. Subject to your rights under ACL, you are responsible for all costs associated with the claim including all freightage & transport costs. All our other liability for any loss or damage, direct or consequential, is expressly excluded (subject to your rights under ACL & other laws). |
| Making a claim | Submit a form via the following link: https://wholesalefurnitureco.com.au/pages/warranty-form |
General
| Section | Notes |
|---|---|
| Direct Marketing & Privacy Policy | We may provide you with information about new products, services and promotions. For further information about how we obtain, collect and use your personal information, and how to opt out of our direct marketing, refer to our Privacy Policy via the following link: [insert] |
| Variation | These Terms are subject to change by us at any time, without prior written notice. You acknowledge the responsibility to check for updates via our website. |
Customise Me Orders
1. Definition of Customise Me Orders
A Customise Me order refers to any product purchased in a selected fabric, colour, finish, size, configuration, or orientation that is not held in stock and is manufactured specifically according to the customer’s chosen specifications. These items are produced exclusively for the customer and are classified as special orders.
2. Payment Requirements
2.1 Nonrefundable part payment (50 percent)
A nonrefundable part payment of 50 percent of the total order value is required to place a Customise Me order. This part payment secures materials, labour allocation, and manufacturing capacity dedicated to your chosen selections. As these resources are committed immediately, the part payment is nonrefundable except where required under Australian Consumer Law.
Production will not commence until this part payment has been received.
2.2 Final balance required prior to delivery
The remaining balance must be paid in full before the order can be scheduled for delivery or pickup. Delivery cannot be confirmed until full payment is received.
2.3 Finance orders
Orders placed through thirdparty finance or buynowpaylater providers must be paid in full at the time of purchase. These orders follow the same cancellation and cooling off rules as standard payment methods.
2.4 Multiple item orders
Where an order includes Customise Me and standard items, each accepted order forms a separate purchase agreement in accordance with our general Terms and Conditions.
3. Cooling Off Period (48 Hours)
Customise Me orders include a 48 hour cooling off period that begins at the time the order is placed.
During the 48 hour cooling off period:
- The order may be cancelled.
- The 50 percent part payment will be refunded in full.
After the 48 hour cooling off period:
- The 50 percent part payment becomes strictly nonrefundable.
- The order becomes noncancellable except where required under Australian Consumer Law.
If production commences during the 48 hour period, customers may still cancel provided the request is made within the 48 hour timeframe. Production will be halted and the part payment refunded.
4. Changes and Cancellations After the Cooling Off Period
4.1 Requesting changes
Once production has begun, changes cannot be guaranteed. Any approved changes may incur additional charges or adjustments to lead times.
4.2 Cancellations after cooling off
After the 48 hours cooling off period ends. The nonrefundable part payment remains nonrefundable. This is consistent with our general Terms which state that we may not be able to change or cancel orders once accepted.
5. Lead Times
Customise Me products are manufactured to order. Delivery and production lead times are estimates only and may vary due to supplier availability, manufacturing schedules, freight conditions, or other external factors.
As stated in our general Terms, delivery timeframes cannot be guaranteed, and customers should contact their allocated store for indicative timing.
6. Material, Colour and Appearance Variations
Colours, textures, and finishes may differ between digital screens and physical products.
Variations in natural materials such as timber, leather, and fabric dye batches are normal and not considered faults.
In line with the Appearance clause in our general Terms, refunds are not provided for differences in appearance, colour, or texture.
7. Delivery, Access and Handover Requirements
All Delivery and Pickup Terms apply.
7.1 Access requirements
Customers are responsible for ensuring that items can be delivered through all required access points including doorways, hallways, elevators, and stairwells.
If adequate access is not available:
- Delivery will not proceed.
- Redelivery fees apply.
- The Wholesale Furniture Co. is not liable for failed delivery due to access restrictions.
7.2 Customer responsibilities
Customers must ensure safe access at the property and protect flooring or other surfaces.
Delivery staff are required to keep footwear on, and we are not liable for internal property damage.
7.3 Identification
Valid photo identification is required upon delivery or pickup.
7.4 Delivery windows
Delivery times are approximate and may be affected by external factors. We are not liable for delays, and rescheduling may incur additional fees.
8. Damaged or Incorrect Items
Any incorrect, missing, or damaged items must be reported within 3 business days of delivery. Claims will be assessed under Australian Consumer Law and in accordance with our Warranty and Damaged on Delivery policies.
9. Warranty
Customise Me items are covered under the same warranty terms as all other products sold by The Wholesale Furniture Co. Warranty entitlements and durations are outlined in our Warranty Policy.
10. Force Majeure
The Wholesale Furniture Co. is not responsible for delays or inability to perform obligations due to events beyond our reasonable control. These may include natural disasters, significant weather events, supply chain disruptions, industrial action, transportation delays, labour shortages, material shortages, government restrictions, and similar circumstances.
If a Force Majeure Event occurs:
- Lead times may be extended.
- Delivery schedules may require adjustment.
- Customers will be notified as soon as possible.
- Customise Me orders cannot be cancelled due to delays resulting from Force Majeure.
11. Payment Finalisation After Arrival of Goods
When a Customise Me order arrives at the allocated store or warehouse, the customer will be notified using the contact details provided at the time of purchase.
From the date of notification:
- The customer has 14 days to finalise payment of the remaining balance.
- Full payment must be received before delivery or pickup can be scheduled.
- If payment is not received within 14 days, the order will be treated as unpaid and uncollected.
12. Customer Contact Responsibilities
Customers are responsible for ensuring their contact details are accurate and up to date. This includes responding to phone calls, text messages, and emails.
If the customer cannot be contacted using the details provided or does not respond to notification attempts within the 14 day period, the order will be treated as unclaimed.
13. Order Cancellation for NonPayment or NonContact
If the customer does not finalise payment within 14 days of notification, or cannot be contacted despite reasonable attempts, The Wholesale Furniture Co. may:
- Cancel the order.
- Return the item to stock or resell it to another customer.
Upon cancellation under this clause:
- The customer forfeits all rights to the product.
- The nonrefundable part payment remains nonrefundable.
- The customer has no further claim to the item or its delivery.
This approach is aligned with our general Terms which require customers to provide accurate information and be available for delivery or pickup.
14. Storage Limitations
The Wholesale Furniture Co. does not provide long term storage for Customise Me orders.
If additional storage time is required beyond the 14 days, this must be agreed in writing and may incur storage fees.
Failure to pay storage fees, or failure to arrange collection, may result in cancellation under clause 13.
*“The Wholesale Furniture Co” means The Wholesale Furniture Co Pty Ltd (ABN 52 676 601 942) together with its related parties (collectively referred to as “our”, “us”, “we”).