Terms & Conditions

Terms & Conditions

Thank you for choosing Furniture Castle. Our products and services are provided by Furniture Castle, operating through our online portal at www.furniturecastle.com.au, hereafter referred to as "Furniture Castle" or "furniturecastle.com.au." References to "we," "our," and "us" pertain to Furniture Castle and its associated entities.

Use of the Site

By accessing and using our site, you agree to comply with these Terms & Conditions, as well as our Privacy Policy. Upon registration, you consent to receive email communications from us, with the option to unsubscribe at any time via the link provided in each of our email newsletters.

You may not use this site for any purpose that is unlawful, prohibited by these Terms & Conditions, or that infringes upon the rights of Furniture Castle or others. Prohibited uses of this site include but are not limited to:

Transmitting unauthorized information, data, text, images, files, links, or software.
Attempting to gain unauthorized access to any computer systems, including any API provided by Furniture Castle.
Impersonating any individual or entity, including other users or employees of Furniture Castle.
Violating the privacy or proprietary rights of any person or entity, including intellectual property rights.
Misrepresenting your identity or using a false email address.
Tampering with or attempting to gain access to this site or any component thereof.
Engaging in fraudulent activities.
Collecting or harvesting information about other users for any purpose, including unsolicited commercial emails.
Abusing the "Invite a Friend" feature or any special discounts, awards, or incentives offered by Furniture Castle. Unless otherwise specified, only one offer is valid per person, with a maximum of two per household.

By using this site or placing an order through our online store, you accept these Terms & Conditions. Please review them carefully before proceeding.

Our Proprietary Rights

Furniture Castle owns or licenses all intellectual property on this website, including but not limited to text, graphics, logos, trademarks, design, icons, sound recordings, videos, and all related software. You may not copy, publish, or use any content from our site for personal or commercial purposes without prior written permission from us.

Use of Our Services

Products
Our products are intended for purchase by customers for personal use unless otherwise specified. We may limit orders to quantities typical of household use.

We strive to ensure product descriptions on our website are accurate, relying on information provided by our suppliers. However, errors may occasionally occur, and we reserve the right to correct any inaccuracies at any time. Please note that colours may appear differently across different screens and displays.

We regularly update our website and may change content at any time. While we make every effort to ensure accurate information, we reserve the right to update the website as soon as any errors or inaccuracies are identified.

In rare instances, suppliers may be unable to deliver products, or the products may not meet our quality standards. We reserve the right to withdraw products from our website at any time and to remove or edit content as necessary. Although we strive to process all orders, certain circumstances may require us to refuse an order even after confirmation, at our discretion. We will not be liable for withdrawing any product, removing or editing content, or refusing to process an order after confirmation.

Your Order
After placing your order and processing your payment, we will provide an order confirmation via email. This email acknowledges receipt of your order but does not guarantee product availability. Your order constitutes an offer to purchase, which we accept upon dispatching your products and sending an email notification of the shipment. At this point, the contract between you and Furniture Castle is complete, and the sale is considered concluded in New South Wales, Australia.

If delivery results in unacceptably high freight charges, we reserve the right to contact you for additional shipping fees or to cancel the order prior to dispatch. In such cases, a full refund will be issued.

In the event of product unavailability, we will contact you via email to offer either a credit to your account or a refund for the unavailable product.

We reserve the right to decline your order if payment authorization is not obtained, if fraudulent activity is suspected, or if you do not meet the eligibility criteria outlined in these Terms & Conditions or on our website. We may refuse to process or provide service at any time, at our sole discretion.

Prices, Payment, and GST
All prices on our website are in Australian dollars (AUD) and include GST. Payments are processed in AUD, and we accept Visa, MasterCard, American Express, and PayPal. Prices are subject to change, effective immediately upon posting on our website.

Payment Security
We use industry-standard encryption to protect your personal information during the payment process. Your credit card or bank information is not permanently stored by us. While we strive to prevent fraudulent use of payment information, we do not guarantee the prevention of unauthorized access by third parties. For high-value orders or when fraudulent use is suspected, we may implement additional verification procedures before processing your order. Orders undergoing verification will be placed on hold until the legitimacy of the transaction is confirmed. If we cannot reasonably rule out fraudulent activity, we may cancel the order and notify you via email.

Delivery

Delivery Costs and Times
Delivery costs and times vary depending on product size, weight, and destination. Estimated delivery times are displayed on the product information page and during checkout. Any changes to the delivery address or time after placing an order may incur additional charges, which we may request from you.

Delivery estimates provided at checkout apply to ground floor front door delivery only. Requests for delivery beyond this point must be made prior to order placement and are subject to courier availability and additional charges.

Furniture Castle aims to ship orders within the specified lead time after receiving full payment. You will receive an email notification when your item is dispatched.

We deliver most products Australia-wide, but some products may be restricted to certain metropolitan areas. We do not currently offer international delivery. We use various carriers for delivery and cannot deliver to PO Boxes. If no one is available to sign for delivery, the courier may leave a card, and you will need to arrange re-delivery.

We reserve the right to refuse delivery to certain locations deemed high-risk for loss or damage, or inaccessible with standard courier services. In such cases, you may choose to arrange your own delivery service, but you will be responsible for insuring the order against loss or damage.

Risk and Liability
Risk in the products passes to you upon delivery. We do not accept liability for loss, theft, or damage to the products after delivery.

Redelivery Fee
If a customer is not available to accept delivery at the arranged time, a redelivery fee may be incurred. This fee will be passed on to the customer, particularly if the original delivery was offered with free shipping. It is crucial to arrange a delivery time when you are sure to be available to avoid additional fees.

Applicable Law

This site is governed by the laws of Victoria, Australia. Any disputes arising from your use of the site are subject to the exclusive jurisdiction of the courts of Victoria. Furniture Castle makes no representations that the content of this site complies with the laws of any country outside Australia. If you access this site from outside Australia, you do so at your own risk and are responsible for complying with the laws of your location.

Payment and Charges

Customised Orders will be processed and confirmed only once 50% of the order value including GST has been paid.
The quoted prices are subject to changes due to reasons that are beyond our control like a general price hike in the required materials, all the customers would be notified in case of such change before the delivery.
All orders are to be finalised and payments are to be made in full before the delivery of the order.
In case you cancel the order after the placement, a cancellation or restocking fee of 20% would be charged.
An Interest of 10 % will be charged in case of late payment.
The prices are excluding GST, and the freight charges will be applied.
We will charge for the storage of goods if they are not collected within 2 weeks after the notification of arrival.

Placing an Order

Customised products contain a lead time of usually between 60-120 days and are subject to change in case of unforeseen circumstances.
Please check the dimensions of your entrance/door to your premise before the purchase so that there is no problem in getting the product inside at the time of delivery. In such a situation, we will not be able to accept return or cancellation requests.
Certain items require no assembly and can be used as-is. For this, please check the item details. Wherever we assist with assembly, the carpenter visits will be scheduled.
Furniture Castle reserves the right to at any time alter the specification in respect of the Goods without giving notice to the Customer, in the interest of continual improvement. An alternation does not entitle the Customer to return Products, cancel an Order or otherwise avoid its obligations and liabilities pursuant to these Terms and Conditions.

Delivery

A Standard Delivery is a 1-person kerbside delivery service, ground floor, front door during weekdays only. Does not include delivery upstairs or lift.
For heavy and bulky items, the driver may need assistance.
A Two Man delivery includes a driver and an assistant and Includes placement of items inside home/office in room of choice, drivers will go upstairs and lift as long as it is safe and accessible.
We will deliver your Goods to your property. On occasion we will be able to deliver into the room of your choice, but we cannot accept any liability for damages within the property.
Deliveries will be made to the address nominated by the Customer on the order form. If the Customer requests delivery of the goods to a third party, that third party must accept the goods for an on behalf of the Customer.
The Customer shall, at its own expense, provide all necessary labour and equipment to off load the goods on arrival at the nominated place of delivery.

Understanding Your Product

Accessories shown in the photograph are meant for representation purposes only and are not part of the actual product.
Furniture products having intricate and hand-painted details have been meticulously created by skilled craftsmen, following in the footsteps of several generations of accomplished artisans. Each piece of such Furniture is, thus, unique, and there is a possibility of slight differences between the picture and the actual product.
All weights and dimensions mentioned are approximate.
We do our best to ensure that all product colours are displayed accurately, but it is best to be aware that colours do have a tendency to vary on different displays and screens, as well as well or dimly lit interiors.
The variation of colour from screen to screen is not a fault or error. If you do wish to return your item based on this variance, it will be classified as a change of mind at the expense of the customer.

Fabrics

Fabric batches may vary in colour and texture.
Whilst we guarantee to make all your order from the same batch, we cannot guarantee that subsequent orders will match your original order.
We cannot accept any responsibility for fading or discolouration, due to exposure to direct or indirect sunlight. Sunlight affects different fabrics in different ways, but sunlight, whether direct or indirect, will nevertheless always affect fabric colour.
We cannot accept any responsibility for fading or discolouration, due to exposure or contact with any chemicals sprayed nearby or applied directly. Please also note that there are certain aerosol sprays, most particularly odour neutralisers and nicotine neutralisers that contain certain chemicals that can react with fabric dyes (the cans should warn against spraying close to upholstery without first covering it).
We recommend that you dry clean sofa covers.
We cannot accept any responsibility for mould, mould damage or mildew due to exposure to water, condensation, liquids, or a humid environment.

Warranty

All Furniture Castle products (excluding marble and natural stone products) have a 12-month structural warranty from the time when the product/s was purchased. Our 12-month warranty offers peace of mind against manufacturing damage, defects in materials, or workmanship on all products purchased. Furniture Castle will work with you to find a solution that you are happy with in accordance with consumer law.
2 Years Warranty on Product Base for customised furniture only (Conditions Apply)

If your product/s arrives or displays signs of damage or fault within the 12-month warranty period, please email: info@furniturecastle.com.au and provide:

Your order / invoice number
A detailed description of the damage or fault
Proof of purchase (i.e., invoice or purchase receipt)
Clear photos showing the damage or fault

This warranty does not cover:

Marble and natural stone products
Natural veins, patterns and character features in Veneer and natural materials.
Normal wear and tear of the product
Damage from abnormal use or abuse
Damage from placing the product in inappropriate locations
Direct sunlight, moisture, and discoloration.
Heat ring stains, water, and moisture damage.
Damage to packaging only
Damage resulting from improper maintenance
Modified goods
Minor chips or superficial blemishes
Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).

Refunds and Returns Policy

Consumers do not have a right to return a product if they:

changed their mind and no longer want the product
ordered the wrong product
found the product cheaper elsewhere
found a better product elsewhere
were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online
damaged the product by misusing it.
used the product for a long time and the problem is as a result of usual wear and tear.

If you select to return the item, kindly make sure that the product is ready and packed in its original condition.

Customised orders will not be cancelled under any circumstances.
Any costs associated with the return of goods for the purpose of a warranty claim shall be the responsibility of the Customer.
Order Cancellations: If you cancel an order after the goods have been dispatched, the cancellation will be handled according to our standard terms and conditions.
Eligibility for Returns: We accept returns only for goods that were supplied incorrectly. Returned items must be in their original condition, including all packaging, parts, accessories, and manuals.
Return Process:
To initiate a return, email us at info@furniturecastle.com.au.
Follow the instructions provided by our staff to ensure a smooth return process.
It's the customer's responsibility to return items safely. We are not liable for any items lost during transit.
Non-Returnable Items: Custom-made or pre-ordered items cannot be cancelled, returned, or exchanged due to a change of mind.
Shipping Costs: If you purchased your product during a shipping promotion, the standard delivery cost (which would have applied without the promotion) will be deducted from your refund, along with the return delivery cost

Damages

Furniture Castle’s delivery arrangements to your home have been designed to ensure a zero-damage and hassle-free experience. So, please contact us immediately if you receive a damaged or defective product.
You can bring such damages to the notice of delivery personnel immediately at the time of delivery or report a complaint at customer care at info@furniturecastle.com.au & defect will be assessed in 72 hours, and a solution will be provided.
If in the opinion of Furniture Castle, the product is broken, it may be returned/replaced, or any other corrective measure may be taken as deemed appropriate by Furniture Castle, to address the issue.
Any missing parts required in the assembly of the product should be immediately notified to the Customer Support team so that they can be delivered to you as soon as possible.

Out of Stock and Order Processing

In the rare event that a product is unavailable, we reserve the right to cancel your order before it is dispatched. If this happens, we will notify you via email as soon as possible. You can then choose between receiving store credit for future purchases or a refund for the value of the unavailable item.

We also reserve the right to decline your order if we are unable to obtain payment authorization, suspect fraudulent activity, or if you do not meet the eligibility criteria outlined in our Terms and Conditions. Additionally, we may refuse service or order processing at our discretion.

For any questions or clarifications relating to the product, feel free to contact our Customer Support.