TERM AND CONDITIONS
(Updated: Jan 1st, 2022)
Warranty
Natural Timber Stone provides 12-month warranty on all products.
Natural Timber Stone guarantees to repair any product with a manufacturing defect within 12 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.
The furniture must be cared for in accordance with the care instructions provided. The original purchase receipt must be retained in order to make a claim.
This warranty is in addition to the rights granted by relevant State and Federal Laws, and in particular the Trade Practices Act 1974 and corresponding State Fair Trading Legislation. Please ensure that you keep your receipt in order to validate your warranty.
Timber grain, scars and nail marks are not to be mistaken as defects. The timbers used are one piece timber so that any putty or epoxy resin used is necessary to the finish of the furniture.
In most cases it is used to fill holes of the slabs or to smooth over any natural imperfections in the slabs.
The nature, colour, grain structure, appearance, shape, edges and staining of the wood furniture requires an understanding that every wood slab is different due to the nature of the product.
We cannot guarantee to specify colour or grain on the natural hardwoods.
Not guaranteed are any defect caused by:
• Unreasonable wear and tear
• Defects resulting from the use of polishes or substances warned against in the care instructions.
• Defects resulting from furniture subjected to excessive changes in temperature or being exposed to direct sunlight.
• Movement in timber reacting to environmental conditions (as solid timber is a natural product, this guarantee does not cover minor movement of timber panels over time).
Storage, Payment & Cancellation Policy
At Natural Timber Stone, we take pride in offering unique, handcrafted furniture pieces. To ensure clarity and fairness, please carefully review our policy regarding order holding, payments, and cancellations:
- Maximum Holding Period
We offer complimentary storage for up to 6 months from the date of purchase.
- Deposit & Payment Terms
For orders requiring long-term storage, a 50% deposit is required. The remaining balance must be fully paid within 3 months from the purchase date.
For orders scheduled for pickup or delivery within 6 weeks, a minimum deposit of 30% is required. The remaining balance must be fully paid prior to the pickup or delivery date.
- Extended Storage Fee
If goods are held beyond the 6-month complimentary period, a storage fee of $49 per week will be charged until the goods are collected or delivered.
- Order Cancellation
– Cancellations made within 24 hours of purchase are eligible for a full refund.
– Cancellations made after 24 hours will incur a 10% cancellation fee based on the total order value.
– No cancellations, returns, refunds, or exchanges are accepted for sale or clearance items under any circumstances.
- Final Sale & No Returns
Once an order has been fully paid and the product has been stored, we do not accept any returns, exchanges, or cancellations. Due to the one-of-a-kind nature of our pieces, we are unable to offer replacements or changes after finalization.
- Sale/ Clearance Items
Where you are purchasing Products that are clearance stock items you must inspect the Products prior to purchase and in purchasing such Products you accept any defects and minor damage to those Products. Any scratches, marks or damage not affecting the performance of the Products will be noted at time of purchase and will not form part of any warranty provided by NTS in relation to those Products.
Natural Timber Stone accepts no cancellation of orders, returns, refunds or exchanges on sale/ clearance items.
Delivery
Customer can organise pick up or delivery themselves or the delivery team at NTS will have experienced delivery professionals that do more than deliver. They will unwrap, assemble and place your new furniture in the room and assist you in seeking its best position at a small fee.
• Delivery fee and installation:
We deliver our furniture wide using our own professional installation teams who will deliver and install your furniture, removing any packaging leaving you with a clean and ready to use environment. Delivery fees are based on the destination
• Delivery time:
Our sales staff will contact you prior to your delivery to check that you are available and confirm delivery addresses and contact details with you. Deliveries are made Monday to Friday on set delivery days exclusive to the area – typically between 10:30 am and 4 pm. Although we cannot allocate an exact delivery time slot, we can make a courtesy call to you prior to arrival (please request this option when you receive the delivery confirmation phone call)
Care instruction
To maximize the life and beauty, protection of the natural wood furniture, please follow these guidelines:
• Timber should not be placed on damp or wet surfaces or exposed to direct sunlight or extreme heat. Extremes in temperature due to heaters, fireplaces and air-conditioners will contribute to the decline in moisture content and can affect the life and look of your natural wood furniture causing it to split, move and warp.
• Avoid placing abrasive items directly on your furniture and always place a protective pad, placemat or coaster under hot dishes, teapots, saucepans etc. Our furniture surfaces have been treated with a heat resistant lacquer but will not tolerate excessive heat. The heat transfers through the lacquer and marks the timber itself as well as marking the lacquer.
• Spills should be wiped off immediately with a soft cloth. Our lacquer is water resistant, but not capable of dealing with excessive amounts. The liquid will eventually seep through the lacquer and cause swelling, blistering and ir-repairable damage to the timber if exposed to excessive amounts of water.
• Please avoid any contact between your natural wood furniture and acetone, methylated spirits, markers, glues or any cleaning products containing silicone.
• Avoid covering your furniture for prolonged periods of time. Moisture can collect under the covering and cause damage to your furniture.
