TERMS & CONDITIONS OF SALE
These Terms & Conditions apply to purchases made from Essential Furniture through our store, website, telephone, social media or other sales channels.
By placing an order, paying a deposit or making full payment, the customer acknowledges and accepts these Terms & Conditions.
Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law (ACL).
1. ORDERS & PAYMENTS
All orders are subject to acceptance and product availability.
Customers are responsible for checking their sales order or invoice before making payment, including:
* Product/model
* Colour and material
* Configuration
* Quantity
* Dimensions
* Delivery address
* Delivery requirements
* Price
Minimum deposits may apply:
* In-stock furniture: 20%
* Pre-order / incoming-stock furniture: 30%
* Custom-made or specially ordered furniture: 50%
The remaining balance must be paid in full before delivery or collection unless otherwise agreed in writing.
Goods remain the property of Essential Furniture until payment has been received in full.
2. CHANGE OF MIND
Please choose carefully.
We are not required to provide a refund or exchange where a customer changes their mind, chooses the wrong colour or size, finds the product cheaper elsewhere, or decides the product is no longer suitable.
Where we agree to a change-of-mind cancellation or exchange, the applicable cancellation, administration, transport, handling or restocking charges may apply.
This does not affect any rights available to the customer under the Australian Consumer Law.
3. ORDER CANCELLATIONS
In-Stock Items
If a customer cancels an order for an in-stock item after payment due to change of mind, personal reasons, incorrect selection or any reason unrelated to a product fault:
* Within 48 hours of payment: We may accept the cancellation and retain 40% of the total order amount. The remaining amount will be refunded.
* After 48 hours: No refund will be provided for change-of-mind or personal reasons.
Where appropriate, we may offer store credit at our discretion.
Pre-Orders / Incoming Stock
For pre-orders or incoming-stock items:
* Within 48 hours of payment: We may accept cancellation and retain 30% of the total order amount. The remaining amount will be refunded.
* After 48 hours: No refund will be provided for change-of-mind or personal reasons.
Once an order has been confirmed with our supplier, cancellation may not be possible.
Custom Orders
Custom-made, specially manufactured, modified or specifically ordered furniture cannot normally be cancelled because it has been ordered or manufactured specifically for the customer.
The above cancellation terms do not apply where the customer is exercising a right or remedy available under the Australian Consumer Law.
4. MEASUREMENTS & PROPERTY ACCESS
Customers are responsible for checking that furniture will fit into the intended room and through all required access points, including:
* Entrance and internal doors
* Hallways and corners
* Staircases
* Lifts
* Gates
* Balconies or other access areas
Customers should also check ceiling heights and other access restrictions before ordering.
Product measurements provided by us are approximate unless specifically stated otherwise.
Customers must advise us before delivery of any stairs, lifts, narrow access, difficult driveways, long carrying distances or other unusual access requirements.
If furniture cannot be delivered because of inadequate access, additional delivery, redelivery, storage or handling charges may apply.
Furniture not fitting through the customer’s property is generally not considered a product fault.
5. DELIVERY
Delivery dates and times are estimates unless specifically agreed otherwise in writing.
We will make reasonable efforts to meet the estimated delivery timeframe. Delays may occur due to circumstances outside our reasonable control, including supplier, manufacturing, shipping, port, customs, transport, weather or stock delays.
Where a significant delay occurs, we will communicate with the customer and deal with the matter in accordance with applicable law.
6. DELIVERY CHARGES & FAILED DELIVERY
Delivery charges depend on factors including location, number and size of items and accessibility.
Additional charges may apply for:
* Stairs or difficult access
* Apartments
* Long carrying distances
* Multiple delivery attempts
* Regional delivery
* Special handling
* Hoisting or lifting
The customer or an authorised adult must be available at the agreed delivery location.
If delivery cannot be completed because nobody is available, access has not been arranged, the premises are inaccessible, the furniture cannot reasonably be taken through the available access, or the customer refuses delivery for reasons unrelated to a product fault, reasonable redelivery and/or storage charges may apply.
7. DELIVERY INSPECTION
Customers should inspect their furniture as soon as reasonably possible after delivery.
Visible damage, missing components or delivery concerns should be reported promptly, preferably with photographs.
Prompt reporting helps us investigate issues with our delivery team or supplier.
Failure to report an issue immediately does not remove any rights the customer may have under the Australian Consumer Law.
8. CUSTOMER COLLECTION
Customers collecting furniture are responsible for providing a suitable vehicle and ensuring the furniture is properly loaded, secured and protected during transport.
Our staff may assist with loading where reasonably possible.
We are not responsible for damage occurring after collection where the damage results from improper loading, securing, transportation, handling or storage by the customer or their nominated carrier.
9. STORAGE
Once goods are available for collection or delivery, customers should arrange collection or delivery within 14 days, unless otherwise agreed.
The first 14 days of storage are free.
After 14 days, storage charges may apply depending on the size and quantity of the goods.
Long-term storage must be approved in writing.
10. NATURAL & MANUFACTURING VARIATIONS
Natural timber, marble, stone and leather may vary in:
* Colour
* Grain
* Pattern
* Veining
* Texture
* Knots
* Shade
* Surface characteristics
These variations are natural characteristics and are not necessarily defects.
Fabric and leather colours may also vary slightly due to lighting, photography, screens and production batches.
Products will nevertheless comply with applicable Australian Consumer Law requirements.
11. FABRIC, LEATHER & FURNITURE CARE
Customers must follow reasonable care and maintenance instructions.
Damage caused by inappropriate cleaning products, chemicals, excessive moisture, heat, direct sunlight, pets, sharp objects, misuse or lack of reasonable care may not constitute a manufacturing defect.
Normal ageing, fading, stretching, softening and reasonable wear and tear may occur with regular use.
12. SOFA CUSHIONS & NORMAL SETTLING
Foam, fibre and feather-filled cushions may soften and settle with normal use.
Depending on the product, cushions may require regular rotation, plumping and reshaping.
Reasonable softening or settling caused by normal use is not necessarily a manufacturing defect.
13. FLOOR STOCK, DISPLAY & CLEARANCE ITEMS
Floor stock, clearance, discontinued and ex-display products may have minor marks, scratches, colour variations or other imperfections resulting from display or handling.
Where a specific imperfection is disclosed before purchase, the customer accepts that disclosed condition.
Customers are encouraged to inspect these products carefully before purchase.
14. WARRANTY & AUSTRALIAN CONSUMER LAW
All new products purchased from Essential Furniture come with a 1-year store/manufacturer warranty, unless otherwise stated.
The 1-year warranty applies to manufacturing defects and faults arising under normal residential use and in accordance with the product’s intended purpose and reasonable care instructions.
Ex-display, floor-stock and clearance items are excluded from the 1-year store/manufacturer warranty, unless a separate warranty is specifically provided in writing at the time of purchase.
Our warranty is additional to, and does not replace, any rights or remedies available to customers under the Australian Consumer Law.
Under the Australian Consumer Law, consumers have guarantees that cannot be excluded. Products must, among other things, be of acceptable quality, fit for their intended purpose where applicable, and match their description, sample or demonstration model.
If a product has a problem, the remedy available will depend on the circumstances and whether the failure is major or minor.
For a major failure, consumers may be entitled to choose a refund or replacement.
For a minor failure, we may repair the product within a reasonable time or provide another remedy permitted under the Australian Consumer Law.
Nothing in this warranty section limits or excludes any rights the customer has under the Australian Consumer Law.
15. WARRANTY CLAIMS
To assist us in assessing a warranty claim, customers should provide:
* Name
* Invoice/order number or proof of purchase
* Description of the issue
* Clear photographs
* Video where appropriate
* Photograph of the complete item
* Any other information reasonably required to assess the problem
We may inspect the furniture or arrange for a technician, supplier or manufacturer representative to inspect the product.
Warranty claims will be assessed based on the individual circumstances, product condition, intended use and applicable Australian Consumer Law.
16. WHAT IS GENERALLY NOT COVERED BY THE 1-YEAR WARRANTY
Depending on the circumstances, the following may not be covered by the 1-year store/manufacturer warranty:
* Normal wear and tear
* Damage caused by misuse or neglect
* Pet damage
* Accidental damage
* Damage caused while moving furniture
* Incorrect customer assembly
* Damage caused by inappropriate cleaning products or chemicals
* Normal fabric pilling
* Normal cushion softening or settling
* Natural leather markings
* Natural timber variations
* Natural marble or stone variations
* Reasonable colour variation between production batches
* Damage caused by excessive sunlight, heat or moisture
* Damage caused by failure to follow reasonable care or maintenance instructions
Each claim will be assessed according to the individual circumstances and applicable Australian Consumer Law.
17. COMMERCIAL USE
Unless expressly sold or represented as suitable for commercial use, our furniture is designed primarily for normal residential use.
Use in restaurants, hotels, offices, rental accommodation or other high-use commercial environments may affect any additional manufacturer’s warranty.
This does not affect any consumer guarantees that apply under the Australian Consumer Law.
18. PRICING
All prices are in Australian dollars and include GST unless otherwise stated.
We reserve the right to correct genuine pricing or description errors before an order is accepted.
Once an order has been accepted and paid for, any pricing issue will be dealt with in accordance with applicable law.
19. PROMOTIONS & DISCOUNTS
Promotional offers are subject to the conditions stated in the relevant promotion.
Unless otherwise stated:
* Promotions cannot be combined.
* Discounts apply only during the advertised promotional period.
* Clearance products may be excluded.
* Previous purchases are not eligible for later promotional discounts.
* Promotions are subject to stock availability.
20. PRODUCT AVAILABILITY
Stock availability can change quickly.
If a product becomes unavailable after an order has been placed, we will contact the customer and provide appropriate options, which may include an alternative product, waiting for replacement stock or a refund where appropriate.
21. ASSEMBLY & RUBBISH REMOVAL
Where assembly is included in the sale, our delivery team will assemble the product according to the manufacturer’s instructions where reasonably practicable.
Assembly does not include rubbish removal.
Packaging materials, cardboard, plastic, foam, boxes and other rubbish generated from delivery or assembly remain the customer’s responsibility unless a separate rubbish-removal service has been purchased.
If rubbish removal has not been purchased, our delivery and assembly team will not remove packaging or other rubbish from the property.
Customers must ensure the delivery and assembly area is clear and accessible before our team arrives.
For self-assembly products, customers must follow the manufacturer’s instructions. Damage caused by incorrect customer assembly may not be covered by the store/manufacturer warranty.
22. MOVING EXISTING FURNITURE
Unless agreed beforehand, our delivery team is not responsible for moving, dismantling or disposing of the customer’s existing furniture.
The delivery area must be clear and accessible before our team arrives.
23. PROPERTY DAMAGE DURING DELIVERY
Our delivery team will take reasonable care while delivering furniture.
Customers should advise our team of any particular concerns regarding flooring, walls or surrounding objects.
Any alleged property damage caused during delivery should be reported promptly so it can be investigated.
We do not exclude liability where the law does not permit us to do so.
24. ONLINE PHOTOGRAPHS & PRODUCT IMAGES
We make reasonable efforts to display products accurately.
Colours may appear different depending on lighting, photography, device screens and production batches.
Online photographs are intended as a guide and should be considered together with the written product description, dimensions and specifications.
25. CUSTOMER RESPONSIBILITIES
Before completing an order, customers should ensure that they:
* Have selected the correct product.
* Have selected the correct colour and material.
* Have checked product dimensions.
* Have checked property access.
* Have provided the correct delivery address.
* Understand the estimated delivery timeframe.
* Have read and understood these Terms & Conditions.
26. AUSTRALIAN CONSUMER LAW
These Terms & Conditions operate alongside the Australian Consumer Law.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.
Where these Terms & Conditions are inconsistent with a mandatory right under the Australian Consumer Law, the Australian Consumer Law will prevail.