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

Delivery & Pickup

Additional Delivery Terms & Conditions

1. Customer Information Responsibility

Customers are responsible for reviewing all delivery information provided at the point of sale and on their receipt, including:

• Delivery address
• Contact details
• Access information
• Product selection and delivery requirements

Any discrepancies or incorrect information must be reported to us as soon as possible prior to delivery. We cannot be held responsible for delays, failed deliveries, or additional charges resulting from incorrect information supplied by the customer.

2. Delivery Attendance Requirement

Customers must ensure that they (or an authorised person aged 18 or over) are present at the delivery address during the agreed delivery time window.

Once the delivery date is confirmed, customers will receive a text message the afternoon prior advising of a 4-hour delivery window.

Delivery timeframes are estimates only and may vary due to traffic, scheduling, and operational factors.

To ensure delivery schedules remain on time, drivers are unable to wait for customers who are not present at the time of delivery.

If a customer knows they will not be home and provides Authority to Leave (ATL), the customer accepts full responsibility for the item once delivered, including any loss, theft, weather damage, or other damages occurring after delivery. All responsibility for unattended items passes to the customer upon delivery.

3. Missed Deliveries & Redelivery Fees

If delivery cannot be completed due to:

• No one being present at the delivery address, or
• Lack of safe or reasonable access to complete delivery

The delivery will be treated as a failed delivery.

In this case:

• A redelivery fee/delivery charge will apply, standard delivery fee minimum $130
• A new delivery date will be scheduled once payment is received

4. Delivery Cancellations & Short Notice Changes

Cancellations or changes to delivery must be made at least 72 hours prior to the scheduled delivery date.

• Cancellations or changes made within 72 hours may not be accepted
• Where accepted, standard delivery charges will still apply

Any last-minute cancellation (within 72 hours of delivery or on the delivery day) may be treated as a failed delivery and charged accordingly.

5. Delivery Address Changes

Requests to change the delivery address must be made at least 72 hours prior to the scheduled delivery date.

• All approved address changes may incur a delivery fee, as changes require re-routing, rescheduling, and transport adjustment
• Delivery charges will be applied in accordance with our standard delivery rates
• A minimum fee of $130 applies to all address changes or redelivery requests

We cannot guarantee delivery on the original date if the delivery address is changed.

6. Access, Delivery & Non-Returnable Policy

We do not unbox or unpack items under any circumstances prior to or during delivery.

Customers are responsible for ensuring all items will fit through access points and into the intended space prior to delivery.

If the Item Does Not Fit on Delivery

If an item cannot be delivered into the property due to access or size limitations (refer to Section 9 for more detail), the customer must choose one of the following options:

(a) Return to Warehouse

• The item will be returned to our warehouse
• The original delivery fee will be deducted from any store credit issued
• A store credit will be issued for the remaining balance, less applicable fees

(b) Leave at Property (Customer Instruction)

• The item will be left at the customer’s nominated location (where safe and reasonable to do so)
• Once delivered and accepted at the property, the item becomes the customer’s responsibility
• Drivers will take photos as proof of delivery

Items Delivered into the Home

Where an item is successfully delivered into the property:

• The item is considered accepted upon delivery
• If the customer later determines the item does not fit, this is treated as change of mind
• We do not accept returns for items that have been delivered into the home and are no longer in original condition or packaging
• No refunds will be issued for change-of-mind or fit-related issues after delivery

7. Change of Mind Policy

We do not offer refunds or exchanges for change of mind, including but not limited to:

• Incorrect product selection or colour
• Items not fitting through access points
• Items not fitting into the intended space

Customers are responsible for ensuring suitability prior to purchase and delivery.

8. General Delivery Conditions

• Delivery may be cancelled if access is unsafe or not reasonably available
• Re-delivery fees apply for all unsuccessful delivery attempts
• Additional delivery charges may apply where special access requirements are identified after booking

9. Access, Safety & Delivery Conditions

We will deliver into the home where safe and reasonably practical, including up to one (1) flight of internal stairs.

We do not deliver via:

• Balconies
• Fire escapes
• Unsafe or non-standard access routes

Stair Access Requirements

• Staircases must be straight and unobstructed
• Spiral staircases or tight multi-turn staircases will not be serviced

Lift Access

Where lifts are available:

• Delivery will be made via lift where safe and practical
• Lifts must be large enough to accommodate the product and allow safe movement of at least two delivery team members where required
• If lifts are unsuitable, alternative access methods may be refused or delivery may be completed to the nearest safe point

Clear Access Requirements

Customers must ensure:

• All access paths are clear and free of debris
• Safe working conditions are provided for delivery staff

Animals

All animals must be secured and kept away from the delivery area during delivery. Delivery may be paused or refused if animals present a safety risk.

Delivery Discretion

Delivery teams may refuse or modify delivery where conditions are unsafe or unsuitable. Additional charges may apply.

Payments

Cancellations

Refunds

Warranties

Display, Floor stock & Seconds Items

Some items sold from our display, outlet, Floor stock, clearance or seconds areas may have minor marks, signs of handling, or cosmetic imperfections. These are sold at a reduced price, and any known defects will be pointed out before you buy.

Your Consumer Rights

This does not affect your rights under Australian Consumer Law.
If an item is faulty, unsafe, not fit for purpose, or doesn’t match what we described, you are still entitled to a remedy.

Extra TWFC Warranty

On top of your consumer rights, we also provide a TWFC warranty on these items:

• Under $250 - 3 months
• $250 - $500 - 6 months
• $500 - $1,500 - 12 months
• Over $1,500:
  • 2 years on frame and mechanical parts
  • 1 year on fabric and leather

This extra warranty covers manufacturing faults only and doesn’t cover:

• defects we’ve already shown you,
• normal wear and tear,
• accidental damage or misuse.

General

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 including TWFC SA Pty Ltd (ABN 13 687 331 853) and TWFC Services Pty Ltd (ABN 89 689 623 738) (collectively referred to as “our”, “us”, “we”).