Terms and Conditions

Timber Crafters Returns Policy And Quality Guarantee

disclaimer for timber, description guarantee and your consumer rights

Timber Crafters provides the following guarantees in accordance with the Australian Consumer Law. We provide bespoke, hand-made furniture from recycled and new timber and these guarantees are offered in the context of what our customers should expect from Timber Crafters subject to acceptance of the following disclaimer.

Timber disclaimer

The nature of timber, and what we love about it, is that there is great variance of tone and natural character including gum vein, gum pockets, grain pattern, knots. We cannot guarantee to reproduce an exact match to the appearance and tone of the timber from a product displayed on our website or social media as we only have access to the timber that is available at the time. We undertake to match the timber as close as possible to your preferences as described to us in the order form. We will not offer any refunds, replacement or exchanges for pieces for which the timber has been picked to your requirements unless otherwise required by law.

All our timber is furniture grade timber obtained by us from third party suppliers. Our suppliers have informed us that the timber moisture content levels do not exceed 12% but we cannot guarantee that every piece of timber has been checked. 

Timber is a natural living product and always moves, depending upon the surrounding environment. For example, moisture held within the timber can dry when moved to a heated environment. When a change in environment occurs quickly, small splits in the timber may appear. This is to be expected and any split less than 2mm is not a defect, but part of the natural adaptation process.

Quality Guarantee

At Timber Crafters, we pride ourselves on the quality of the furniture that we produce. All furniture is checked, subject to control measures to ensure that every piece is the appropriate size and is free from sanding marks, dents, pulled grain or other damage. 

We guarantee that our furniture is of an acceptable quality, free from defects in the workmanship, is safe and durable. We guarantee that the appearance of our furniture will be acceptable to you, subject to the imperfections which may arise from our use of recycled timber as described in our Timber Disclaimer. 

All our pieces are provided with maintenance instructions. Timber Crafters will not be liable for any issues arising when our maintenance advice is not followed and our recommended products are not used. We cannot guarantee how the timber will react when not cared for in accordance with our instructions.

Description Guarantee

Each Timber Crafters piece is unique. We guarantee that all our furniture is fit for the purpose described by us. If you select a design created by us as displayed on our website or social media, we guarantee that the item will be made in accordance with the instructions that you provide. This includes, being made with the type of timber chosen by you, the type of finish, style and design. We cannot guarantee the exact same ‘look’ as displayed on our website or social media as even where the same type of timber is used, each piece will differ. 

We guarantee to make custom furniture in accordance with the information provided by you. For this reason, we encourage you to provide us with all your specific requirements. This includes but is not limited to, design, the timber type, the character level of the timber and measurements. All custom designs are forwarded to you for approval before work commences. We will create your custom furniture piece based on your approved design. We will not provide refunds or exchange if you are subsequently dissatisfied with a design approved by you. Where there is more than one party involved, approval is deemed to be final and given by all parties, unless you tell us otherwise.

At times clients may provide us with designs created by third parties. We reserve the right to refuse to produce items in these circumstances as we cannot guarantee that the design is not flawed, and that it will work with the timber. Designs that have not been tested by way of a proto-type may be flawed. If we do create a custom furniture piece from a third party design, we do not guarantee that the design will be functional, and meet your needs and your consumer rights may not apply. 

Storage Fees

Furniture not picked up by the client within a week following completion or approved for delivery within the estimated transit time set by the freight company will incur a $15 storage fee* per item per week for items stored by the freight company or $100 per item per week if stored at the Timber Crafters workshop.

Consumer Rights

Timber Crafters complies with the obligations imposed in the Australian Consumer Law. Different rights apply where items have been used for commercial (non-residential) purposes. If there is a minor issue with your piece of furniture, as per Australian Consumer Law, you are entitled to have the goods repaired or replaced. You are also entitled to a refund or replacement in the unlikely case of a major failure. 

1. Timber Crafters reserves the right to choose between repair, refund or replacement of an item in relation to which a valid claim has been made.

2. Normal wear and tear is excluded as is a factor outside of Timber Crafters control. This includes but is not limited to-

2.1 Natural darkening of timber over time.

2.2 Natural movement of timber caused by variation to the environmental conditions in which the piece is kept.

2.3 Dulling of the surface

2.4 Scratches that occur through use 

3. Also excluded is claims arising from:

3.1 any accidental damage by the customer

3.2 any abusive, negligent or inappropriate use

3.3 any improper or inadequate care and maintenance applied to the furniture not described in the maintenance instructions. 

3.4 any alteration or repair not undertaken or approved by Timber Crafters.

3.5 any defects that result in mishandling in delivery that is not handled by Timber Crafters directly, claims will be directed to the delivery company. 

3.6 Any natural marks, blemishes or recycled characteristics of the timber including gum vein, nail holes, rust staining, colour variations, grain variations, and natural movement in the timber from climatic conditions.

3.7 Any excessive weight being placed on drawer runners.

3.8 Any changes of mind.

4. Timber Crafters needs to be informed of the claim within 24 hours of the defect occurring or reasonably becoming apparent.

5. The maximum liability shall be limited to the repair or replacement of the item only (at the discretion of Timber Crafters) plus the reasonable cost of collection and return of the item.

6. In the event that an item is returned via an external delivery company or our delivery staff or an employee of Timber Crafters is called out to inspect an alleged defect in workmanship, a major fault or any other warranty claim and these are not substantiated or established to be the responsibility of Timber Crafters under our warranty or Australian Consumer Law, the customer will be charged the costs associated with the call out or shipping of the item.