Terms of service

ORIANSON Terms & Conditions of Sale

1. Product Disclaimer

ORIANSON products are crafted using natural materials, including rattan, timbers , handwoven fibres and stone such as marble. Due to the artisanal and organic nature of our production processes, variations in shape, colour, texture, and finish may occur. These natural irregularities are not considered defects but are celebrated as unique characteristics of each item.

  • Products may include colour tone variances such as black, green, or brown patches.
  • Natural items may feature cracking, splitting, surface imperfections, and oil leaching. These are inherent to the material and do not constitute a fault.
  • ORIANSON accepts no responsibility for staining or damage caused by leached oils from timber products.
  • Product dimensions and finishes may differ slightly from those listed or shown online due to handmade production.
  • Product colours may appear differently on various screens. Website, social media and catalogue imagery are for illustrative purposes only and may not exactly match the delivered product.

2. Payment Terms

  • Payment in full is required before the dispatch of any order.
  • Forward orders placed more than one week in advance require a 50% deposit to secure stock.
  • Payment constitutes acceptance of the item(s) described on the order, including product codes and descriptions.
  • Accepted payment methods include Direct Deposit and Credit Card.
  • No refunds will be provided for change-of-mind purchases once a deposit has been paid.

3. Pricing

  • All prices are subject to change without prior notice.

4. Custom Orders

  • A 50% deposit is required to initiate any custom or made-to-order item.
  • ORIANSON is not liable for delivery delays caused by late payment.
  • It is the customer's responsibility to ensure all design and specification details are accurate.
  • No refunds or returns are accepted on custom orders due to change of mind.

5. Backorders

  • ORIANSON requires a payment of 50% deposit to secure items on backorder.
  • Without a deposit, stock availability is not guaranteed and may be reallocated.
  • ORIANSON cannot guarantee stock for backorders without prior payment.

6. Delivery Terms and Lead Time Disclaimer

ORIANSON provides estimated lead times in good faith based on current production and shipping conditions at the time an order is placed. However, the following terms apply:

  • Estimated Delivery Time: All quoted lead times are approximate and reflect the best available information at the time of purchase.
  • Potential Delays: Delivery timelines are subject to change due to factors beyond ORIANSON's control, including but not limited to:
    • Changes in shipping schedules
    • Carrier-related delays
    • Raw material shortages
    • Other logistical disruptions
  • No Breach of Contract: Any delay in delivery does not constitute a breach of contract by ORIANSON.
  • No Cancellations or Refunds: ORIANSON does not accept cancellations or provide refunds due to delays in delivery.
  • Limitation of Liability: ORIANSON is not liable for any delay, loss, or damage arising from circumstances beyond its reasonable control, including but not limited to force majeure events affecting either ORIANSON or the purchaser.

 

7. Delivery & Transport Terms

·      Product delivery is subject to availability. Please confirm current stock levels and lead times with our office before placing your order.

·      All pickups require a minimum of 24 hours’ notice. Orders will only be dispatched once final payment has been received.

·      ORIANSON offers complimentary transport booking services and will determine the most suitable shipping mode and carrier. While freight costs are not included, they will be added to the final invoice. ORIANSON will make every effort to secure the most cost-effective freight option suited to your order.

·      Courier consignment details will be provided for delivery tracking. For courier services, we recommend selecting "Authority to Leave" at the time of booking. If this is not specified and a delivery attempt fails, redelivery charges may apply.

·      Orders shipped from trade agency showrooms are subject to our standard delivery fee from the Gold Coast Warehouse.

 

8. Collection & Storage Policy

  • Products held for customer pickup will be stored free of charge for 14 days from notification of readiness.
  • Extended holds will incur a fee of $25 per cubic metre per week (minimum 1m³/week).
  • If no response is received within 4 weeks, the hold will be automatically cancelled, and the product deallocated or removed from the system.

 

9. Damages in Transit

  • All products are inspected prior to dispatch. Products leave the warehouse according to ORIANSON standards.
  • All damages must be reported within 48 hours of delivery and noted on delivery documentation.
  • ORIANSON does not operate as a carrier and assumes no responsibility or liability for any damages sustained during transportation.
  • ORIANSON is not responsible for damages incurred during third-party freight; however, we will assist in resolving claims through insurance or other remedies where possible.
  • Claims must be supported with clear photographs of the product and its packaging.
  • All original cartons and parts must be returned. Claims may not proceed if packaging or components are missing.

10. Faulty Products & Significant Differences

  • If a product is faulty or significantly differs from its description, notify ORIANSON within 48 hours of delivery.
  • Our team may request photos or videos for assessment.

·       To ensure a smooth return process, faulty products must be returned within seven (7) days in their original packaging, including all parts and accessories. Products should not be assembled or partially assembled to prevent further damage during return shipping.

11. Returns and Refunds

·      Only products that are faulty or damaged are eligible for return and must be approved in advance at ORIANSON’s discretion. All return requests must be made within 7 days of receiving your order.

·      Please note that ORIANSON generally does not offer refunds. However, in certain cases, we may approve an exchange or refund. If an exchange or refund is approved, a 15% restocking fee will apply.

·      All returned items must be in their original, undamaged packaging, include the required "Return Authorisation" documentation, and be shipped using an ORIANSON-approved courier. If damage occurs during the return process due to using a non-approved courier, ORIANSON cannot take responsibility, and no credit or exchange will be provided.

12. Exchanges

  • ORIANSON does not accept exchanges for change-of-mind purchases.
  • In exceptional circumstances, and at ORIANSON’s discretion, an exchange may be approved.
  • All exchanges must be requested within 7 days of delivery.
  • Any return or exchange will be at the customer’s expense.
  • Products must be returned in original, undamaged condition and packaging.

13. Order Cancellations

  • Cancellations prior to dispatch may be eligible for a credit note or, in exceptional cases, a refund.
  • If the order has been dispatched, our Returns & Refunds policy applies.
  • All delivery and return shipping costs are non-refundable.

14. Limited Warranty

  • ORIANSON offers a 1-year limited warranty from the date of invoice against manufacturing faults, as determined solely by ORIANSON.
  • This warranty does not cover natural characteristics of materials, general wear and tear, or damage due to misuse, neglect, or unauthorised modifications.

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