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Terms & Conditions

Our Service

At Rococo Decor we provide our customers with custom made mahogany French provincial furniture and home décor. We create our beautiful pieces by sourcing the finest of natural materials, and pairing these with high levels of craftsmanship, to produce individual pieces that you will love for years to come.

Because Rococo Décor is a family owned and operated business, we offer a personal approach you don’t find in other retailers. Customer satisfaction is our most important concern, so our experienced staff will happily assist you in choosing the right furniture for your home.

We reserve the right to make modifications to our service at any time, without notice or consequence. Furthermore, we reserve the right to refuse service to any person that we deem as having misused our service or website, or used it in an illegal manner or for an otherwise prohibited purpose.

For more information on our products, materials or our design process, please contact us at: [email protected] or by phone at (02) 8065 6327. Alternatively, you are welcome to visit us in our showroom at 494 King Georges Rd, Beverly Hills NSW 2209.

Terms & Condition of Purchase

At Rococo Decor we want our customers to be completely satisfied with their purchase. We therefore recommend you read our terms and condition policy prior to you making a purchase from Rococo Decor, so you are familiar with our policy on refunds, returns, repairs, warranty and your rights under the Australian Consumer Law.

Rococo Decor trades in the state of New South Wales and is bound by the laws relating to the Consumer Act (CCA) and the guidelines and laws of NSW. In particular this relates to guidelines prescribed by the NSW Department of Fair Trading. In the event that any disputes cannot be resolved by the Company and the customer, reference should be made to the Department of Fair Trading on their toll free number –

1300 135 399.

Payment

Customers will be provided with a quote for their product and delivery during the consultation process. For your convenience, we accept several methods of payment, including cash, EFTPOS, credit card, direct deposit and PayPal.

Pricing

All Product prices are quoted inclusive of GST. You agree to pay all taxes (including GST) payable in connection with this contract.

Delivery costs will also be charged on orders delivered to you.  The delivery fee payable for your order depends on the Product(s) you order, your location and the size of your order.

Deposit

You will be given a quote for your pieces, plus any relevant delivery charges, before confirming your order.

Upon placing your order, we require a 40% deposit of the full amount of the quote. We will also require the remaining 60% be paid prior to delivery or on pickup.

Custom Made Products

Where you place an order for custom made products with us, you acknowledge and agree that we will require a 40% non-refundable deposit paid prior to placement of the order. You are responsible for approval of all designs at the time of placement of the order. Estimated production lead-time is 14– 16 weeks and we will not be liable for any delay whatsoever or howsoever caused due to the shipping process. From time to time there are delays with manufacture due to unforeseen circumstances and conditions that are not in our control. We will not be responsible for this delay.

Delivery time

Typically, items listed on our website will be dispatched from our warehouse within 24 to 72 business hours. In some cases the estimated dispatch time frame will be longer, for example where items are made to order. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email or give you a call to let you know when your item has been dispatched by us or if we anticipate delays.

Cancellation

Because a lot of love and work goes into all of our pieces, we are unable to accept cancellations of orders. You will forfeit your deposit paid if you cancel your order at any stage before manufacture has commenced. If you cancel your order after we have commenced manufacturing your piece, you may be liable to pay a cancellation fee of anywhere up to the full purchase price. This determination will be made at our discretion, based on the stage of manufacture that we are at, and the materials that have been sourced.

Refunds

We are unable to provide refunds or exchanges if you have simply changed your mind, have been wrongly chosen, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. Please select your items carefully.

Exchange

We are happy to exchange an item within 7 days or provide a store credit voucher valid for 2 weeks from the date of purchase. Please note, this excludes sale and clearance items. You must provide us with proof of your purchase and the item must be kept in its original condition. Proof of purchase includes:

  • Tax Invoice.
  • Receipt or Delivery Note for online purchases.
  • Layby documentation.

Whilst Rococo Decor will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased. Multiple item purchases in one transaction will limit our ability to establish proof of purchase.

Damaged faulty returns

In the unlikely event that your item is damaged or faulty, please notify us within 3 days of the defect or fault appearing to avoid any further damage. A refund, replacement or store credit voucher will be provided.

Repair

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond the repairer’s reasonable control, such as part availability and incorrect fault description or ours.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply.

Lay-By Arrangements

A deposit to the value of 30% of the total purchase price is required to begin a lay-by.

Payments are to be made fortnightly. Stock will be held and allocated for 4-6 week lay-bys. Failure to complete payments in the specified time makes the goods, any payments made and the deposit liable for forfeiture if considered reasonable in accordance with the Australian Consumer Law.

A lay-by can be cancelled by the purchaser but may result in forfeiture of some moneys paid if it is deemed reasonable in accordance with the Consumer Law. Keeping in mind that furniture is a large item, which incurs considerable costs for freight and storage. If lay-bys are not picked up by the specified date a storage fee of $35 per square meter per week will be charged.

Collection of Products

For custom made product(s) or orders purchased online, you may collect it in-store. Payment in full is required before you can collect your Product(s).

All collection estimates are indicative and subject to confirmation by us. Some orders require additional processing for security purposes and these orders may not be ready in the estimated time. We will contact you to confirm that your order is ready for collection.

You agree to comply with the collection requirements specified below and such other requirements as are identified when you place your order through the Site.

We require the person collecting your order to provide us with a copy of the sales order and proof of that person’s identity (including photographic identification).  If the cardholder, purchaser or authorised person is not present for collection or you are unable to show us identification for us to conduct our verification checks, then we will not provide the Product(s) you have ordered.  In this instance, we will offer you the opportunity to return to the store with the required identification. If the person collecting the order is not the cardholder or purchaser, you will need to contact us prior to collection to pre-authorise us to provide the goods to an alternate person.

We will hold your Product(s) for 7 days after notifying you that your order is ready for collection. If you fail to collect the order within 7 days after we notify you that the order is ready for collection, we reserve the right to charge storage fees. A fee of $35.00 per square meter per week will be applied to your final invoice.

Discounted Stock and Floor Stock

Please be aware that if an item is sold off the floor or is discounted more than 20%, it is sold “as is”. Please check all goods carefully to ensure you are happy with the state they are in either at purchase or upon delivery in the case that goods are unseen.

Goods Damaged in Transit

Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or a video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. Failure to adhere to our policy and the item/s will be returned back to you.

We will not refund, replace or provide a store credit voucher to a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an unusual way or failure to take reasonable care.

How to make a claim:

To claim under the Quality Guarantee, you must return the product for repair/ inspection to our store, and pay for the transportation costs (including any freight and insurance charges), unless transportation is difficult in which case we will arrange for the product to be assessed at your premises. We will then assess your claim to determine the nature of the issue, whether you are entitled to a remedy, and the remedy that will be made available to you.

Consumer Guarantees

Consumer Guarantees and Your Rights Under the Australian Consumer Law.

Refer to Consumer Guarantees for more information.

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees.

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and a major defect is present.

Under the Competition and Consumer Act 2010 and under other consumer laws applying in each State and Territory, you have the right to have goods replaced, repaired or to receive a refund where:

  • The goods are faulty.
  • The goods are wrongly described.
  • The goods are different from a sample shown to you; and/or
    • The goods do not do what they are supposed to do.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that the problem with the goods was not your fault.

Consumer Guarantees do not apply where the goods became unacceptable due to fair wear and tear, or the customer’s misuse, failure to use the goods in accordance with manufacturer’s instructions, or failure to take reasonable care.

Scuff marks, cracks, fabric pilling, loose stitching, tears to dust covers & small tears generally will not constitute a Major Defect under this Quality Guarantee.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

General Warranty

Unless otherwise stated all purchases from Rococo Decor are covered by a one (1) year warranty from the purchase date. We offer to rectify, repair or replace any defects in material and workmanship in our whole range of products.

Rococo Decor guarantees to repair or replace any part or the product with a manufacturing or structural defect for a period of 3 months from the date of purchase. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used.

This warranty does not cover surface scratches, dents, chips, marks, accidental breakages, deliberate or negligent damage and normal wear and tear.

The furniture must be cared for in accordance with the care instructions supplied by Rococo Decor.

This warranty is also subject to the terms and conditions set out below:

It is at our sole discretion to determine whether or not a particular defect will be covered under warranty. We reserve the right to request photographs, or inspect your product in person, before making a determination as to a claim under warranty.

Warranties will be voided if proper attention is not paid to the care instructions provided. We reserve the right to refuse to uphold your warranty if we deem your piece as having not been properly cared for in accordance with any relevant care instructions. This is at our sole discretion.

Your warranty time will commence from the date that you receive your piece, provided our customer Terms and Conditions document has been signed, dated and returned to us.

Furniture Care Instructions

We use a lot of beautiful natural materials in our furniture, which need your love and care. In order to retain the quality and appearance of your piece, and to ensure that your warranty remains valid, please adhere strictly to the following care instructions:

  • Do not place furniture in direct sunlight.
  • Do not apply hot or wet items directly onto finished surfaces as they can leave marks, which are difficult to remove. The use of placemats or coasters is highly recommended.
  • Do not drag or push your furniture. Always use proper lifting techniques if you need to move your furniture to ensure that no pressure is placed on the joints – improper pressure may result in bends or breaks in the joinery. If you are unsure about the correct way to move your furniture, please contact us and we will assist you.
  • Do not use plastic or glass to shield your furniture. Fabric covers are recommended to ensure the wood can breathe.
  • Only use a damp natural fibre cloth to clean your furniture where necessary – DO NOT spot clean.
  • Contact with acidic liquids such as lemon juice, nail polish remover and other similar products can result in etching of the protective finish. Please do not use any of these kinds of products in the vicinity of your furniture.
  • Do not use harsh cleaning products such as Mr Sheen or similar, as this may tarnish the furniture.
  • Ensure water is not left to pool on surfaces.

 

Privacy

We may ask you to provide personal information (as that term is defined in the Privacy Act 1988 (Cth)) to us or require you to confirm your personal information to enable us to process any orders placed through the Site.  You agree to provide us with current, complete and accurate personal information.

We may collect and hold personal information in order to provide you with the Product(s) and to manage trading accounts. You consent to your personal information being used and/or disclosed for those purposes indicated in relation to the collection of your personal information. For example, you consent to us using and disclosing your personal information for the purposes of sending updated information and other promotional material to you.

 

 

CONTACT US

494 King Georges Rd
Beverly Hills, NSW 2209
(02) 8065 6327
[email protected]

 

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