Shipping Methods

We offer a kerbside delivery service for our large furniture items where our delivery partner will deliver to street level addresses, this does not include delivery to apartments or hi rise units, and the customer is responsible for taking the items from this position. Our kerbside delivery is carried out during business hours and the customer is required to be present to accept receipt of goods, unless otherwise agreed to by the delivery partner and the customer. In this case the customer accepts full responsibility for the goods after delivery.. Our delivery partners will attempt to call the customer before delivery to ensure the customer is available for delivery. If our delivery partner has advised a time for delivery and the customer is not present our delivery partner will return the goods to their local despatch warehouse and try for delivery one more time, in this case the customer will be liable for a futile delivery charge. If the delivery partner is unsuccessful on their second attempt the goods will be returned to our warehouse and the customer will be liable for any additional freight charges relating to the transport of goods back to our warehouse. We will do our best to ensure we communicate with the customer throughout the process to avoid any unnecessary costs or delays.

Shipping Times and Delays

Where ever possible we will strive to ensure your items are shipped using the quickest freight however due to unforeseen circumstances we may need to adjust or rearrange shipping arrangements that might not reflect the quickest freight. Shipping times may vary depending on location and other factors that are out of our control.

Shipping Times

Small Items are usually dispatched via parcel (Australia post) 1-5 days

Medium to large items are dispatched via specialised freight companies, please see estimated delivery times below –

VIC, NSW, QLD, SA – 7-14 days

NT, WA – 10-20 days

Where possible we will arrange for tracking however not all freight companies provide this service.

Warranty

Where noted we offer warranty on products for a period outlined in the warranty of each product. Warranty claims are to be submitted to Trellis House within this time frame starting from the purchase date. To submit warranty claims please email info@trellishouse.com.au with your invoice number and the issue with the product. Warranty is limited to the product failing to complete its purpose as outlined in the description of the product and is limited to fair ware and tare usage of the product and storage of the product as outlined in the recommended use of the product. Trellis House accepts no responsibility for warranty outside of the warranty terms or for products that were not used or stored in accordance with our recommended guidelines. If a warranty claim is approved the item will be shipped back to our warehouse for review and if accepted we will offer either a full refund of the purchase price, store credit or replacement product whichever is agreed to by either parties.

Shipping Damage

Trellis House accepts shipping damage happens from time to time. As a rule our products are shipped with limited liability on shipping damage however additional shipping insurance can be purchased at time of purchase by emailing info@trellishouse.com.au, we will provide a quote for transit insurance and the cost added to the cart. If damage does result in shipping our policy for claims is 7 days from product delivery. Claims are to be submitted to info@trellishouse.com.au and include your order number, clear pictures of the damage, carrier who delivered the item and a description of the damage. If the shipping claim is approved we will arrange for the product to be collected and returned to us or if the customer chooses we will offer a store credit of the amount commensurate with the damage and the customer keeps the item whichever the two parties agree upon. Trellis House reserves the right to refuse shipping claims that are submitted either, outside of our shipping policy window of 7 days from delivery and or claims that do not provide the requisite information reasonably needed to determine the authenticity of damage.

REFUND POLICY

Trellis House

This Refund Policy (“Policy”) applies to all purchases from us, unless stated otherwise.

(1) CUSTOMER SATISFACTION IS OUR PRIORITY

At Trellis House, customer satisfaction is our priority.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.


(2) AUSTRALIAN CONSUMER LAW

(a) Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

– to cancel your service contract with us; and
– to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.


(3) CHANGE OF MIND

We do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.


(4) PRODUCTS DAMAGED DURING DELIVERY

In the event that a product which you ordered is damaged during delivery:

(a) Please contact us within 24 hours of delivery. Please provide clear pictures and description of the damages to the products and packaging. Please email Info@trellishouse.com.au

(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

(c) We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: 24 hours

 

(5) EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

(a) You misused the said product in a way which caused the problem.

(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

(d) Any other exceptions apply under the Australian Consumer Law.


(6) SHIPPING COSTS FOR RETURNS

(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.

(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.


(7) ASSISTANCE FROM MANUFACTURERS

(a) In some cases, manufacturers may provide assistance in relation to their products, and they may be able to resolve your issue more quickly.

(b) In some cases, manufacturers may provide warranties for their products, which go beyond the Consumer Guarantees under the Australian Consumer Law or any other rights which you may have under this Policy.

(c) You are not obliged to contact the manufacturer directly in order to seek a repair, replacement or refund. However, you may do so if you wish.


(8) RESPONSE TIME

We aim to process any requests for repairs, replacements or refunds within 3 days of having received them.


(9) HOW TO RETURN PRODUCTS

(a) You may contact us to discuss a return using the details at the end of this Policy.

(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.

(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.

(d) You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.


(10) CONTACT US

If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:

Info@trellishouse.com.au

PLEASE NOTE: no exchanges or returns are offered for sale items.

We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.