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Terms & Privacy Policy › Online Shopping Terms

Online Shopping Terms Updated: February 24, 2022

Welcome to Temple & Webster. We're happy to have you here. We are committed to making our Terms as easy to read and understand as possible. If you have any questions, please contact us.

About these Terms

These terms apply to the ordering, purchasing and delivery of products through our website and form an agreement between you and TPW Group Services Pty Ltd ABN 24 609 782 998 (Temple & Webster) (Terms). By using our website, you agree to and accept the Terms.

IMPORTANT INFORMATION

The following information is required to be disclosed under NSW Fair Trading legislation:

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law. However, Temple & Webster's liability is otherwise excluded or limited under these Terms to the extent possible under law. On this basis, we exclude any implied terms, guarantees and warranties and liability for expenses or injuries relating to these Terms, circumstances outside our control and any loss, theft or damage to the products after delivery. To the extent permitted by law, we also limit our liability to the amount paid by you for the products or services.

Variations

You cannot change these Terms without our written consent. We may change these Terms from time to time. Any such changes will apply from the time they are published on our website, but will not impact any orders that have already been placed. We encourage you to read these Terms and contact us if you have any particular questions.

Your order

After you have placed your order and we have processed your payment, we will provide you with an order confirmation by email. This email does not guarantee that the product(s) you have ordered is/are available. It represents confirmation that we have received your order request. Your order represents an offer to purchase, which we accept when we dispatch your product(s) and send you an email confirming that your product(s) has/have been dispatched.

We reserve the right to accept or cancel your order for any reason at any time, including unavailability of product, an error in the price, image or product description or an error in your order. If we cancel your order, we will contact you by email to let you know and you will have the option of receiving a full refund or a store credit.

Prices, payment and GST

All prices displayed on our website are in Australian dollars and include GST. All payments are processed in Australian dollars. We accept payment by various methods including by Credit Card, PayPal and a range of other payment options as displayed on the website and during the checkout process.

Special offers and promotions (e.g. Free shipping)

Please click here for terms and conditions for all current promotions and special offers (Promo Terms).

Shipping Promotions

Free shipping, flat rate, capped price or other types of shipping price promotions may be offered at specified times and on specified products. Where a shipping promotion is offered, it may only be available on selected products and to selected locations. Please check the Promo Terms for details.

Payment security

We use industry standard encryption to keep your personal information secure throughout the payment process. We do not permanently store your credit card or bank information. We will not be liable for any damages or losses (whether direct or indirect) caused if your card is used fraudulently by someone else, except to the extent such loss or damage is caused by our negligence or wilful misconduct.

In an effort to prevent fraudulent use of credit cards or other payment options, we reserve the right to conduct and implement fraud detection processes to check the legitimacy of the order and payment method. This process may include requesting proof of identity and a formal validation check on the credit card and account. However, we do not guarantee that we can prevent the fraudulent use of such information by unauthorised third parties. Orders undertaking a formal check will be placed on hold until we have received confirmation that the transaction is legitimate. If we are not satisfied that an order is legitimate, we may decide to cancel the order.

Delivery

Delivery Fees

Delivery fees and times vary for different products and are calculated based on the size and weight of your order, the number and type of products in the cart, where the products are shipping from, and its destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made by you to the delivery address or delivery time after placing an order may incur additional charges. Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. If delivery of an order will result in unacceptably high freight charges to us, we reserve the right to contact you after your order is placed to request further delivery fees or to cancel your order prior to dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.

Delivery time

Each product listing includes the estimated dispatch time frame for that product. Typically, items listed on the website will be dispatched from the relevant 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 generally contact you to let you know when your item has been dispatched by us or if we anticipate delays.

Risk and Title

Risk and title to the products passes to you on the date and time of delivery of the products to you by our delivery provider.

Delivery methods & locations

We work with a number of third party delivery providers in order to deliver our products nationwide. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised and before your order is dispatched.

Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.

For larger high value items, we may be able to offer an alternate delivery service. However, this is not available for all items and all areas. Our Customer Care team can confirm if this is available for your order and area. Additional fees and charges will apply for this service.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the products we sell. Most of our products require a signature upon delivery.

Our delivery provider may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the delivery contractor to arrange for re-delivery.

We reserve the right to refuse delivery to specific locations for items we consider to be at high risk of loss or damage and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case title and risk in the products will pass to you at the time we deliver the products to your courier and you will be responsible for all insurance for loss or damage to the order caused by the delivery.

In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing on our website. We are not able to accept orders for international delivery at this time.

Delivery failure

It is important that you check your information is correct before placing your order, especially your delivery address. If you provide the incorrect delivery address, you agree that you will be liable for the additional shipping charges in order for your delivery to reach you. If our delivery provider has been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the money you have paid for your order less the delivery fees and reasonable handling fees that reflect our loss.

Next day and Fast Track dispatch

Next day dispatch applies to sale events and products displaying the 'Next Day Dispatch' icon. Fast Track applies to all products that display an estimated dispatch time of 1-3 business days.

Orders received and processed by us before 11:59pm AEST each business day (in NSW) will be dispatched on the following business day for Next Day Dispatch products and within 1-3 business days for Fast Track products. Orders received and processed by us on Friday or weekend days will be dispatched on the following Monday for Next Day dispatch products, whilst Fast Track will dispatch within 1-3 business days after the preceding weekend. Delivery times may vary due to external factors beyond our control.

If you are not home to receive a delivery and you have not authorised us to leave the package at the door, a card will be left with details to organise an alternative delivery day with our delivery provider.

To ensure your missed delivery gets to you as quickly as possible, our delivery provider may utilise our evening delivery option for your alternative delivery.

For the purposes of these Terms, "business days" means a business day in the relevant State or territory from where the order will be dispatched, unless these Terms expressly state otherwise.

Our products

We aim to ensure that all the products on our website are accurately described. Unfortunately, on some occasions it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time.

In some cases, the products we offer for sale are handmade or made from natural or organic materials and there may be small variations between the product image(s) and the product you receive. Where this is applicable, it will be stated on the individual product listing on our website. We aim to ensure that all colours are displayed accurately on our website, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.

We reserve the right to remove any products from our website at any time and/or remove or edit any materials or content on our website. Any such changes will apply from the time they are published on our website.

Returns

Change of mind returns

We want you to love the products you buy from us. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit.

You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

You must lodge a return request via the 'My Account' page, select 'Get Help'. Alternatively, you can contact us with your name and order number and our Customer Care team will arrange the return for you.

Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.

The following products cannot be returned due to a change of mind:

  • Products described as "made to order"
  • Mattresses, bedding, pillows and sofa covers
  • All forms of clearance stock (e.g. warehouse, floor stock etc.)
  • Personalised items
  • Gift Cards
  • Orders for commercial or non-domestic use
  • Products assembled on delivery or installed by us or our contractors

Within 5 business days (in NSW) of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse. If you opted for Purchase Protection on your order, you will have additional options (see the Purchase Protection section for more information).

Store credit voucher codes will be valid for one (1) year from the date of issue.

We will not accept returns delivered in person to our depots, offices or warehouse facilities.

To arrange a return, please go to our Help Centre and select 'Return Item' or contact us for assistance.

Purchase Protection

For your convenience and complete peace of mind, we offer Purchase Protection (for a small fee) during checkout in case you change your mind. The cost of the Purchase Protection is non-refundable.

Purchase Protection includes:

  • Refund Guarantee for change of mind
  • Normally, if you change your mind and return a product within 30 days of the date you received it, we'll give you a store credit. However, if you've paid for Purchase Protection at checkout, we'll also offer you the option of a refund to your original method of payment less shipping costs. Our Refund Guarantee is subject to the terms and conditions applicable to Returns. Please note that some items are specifically excluded from change of mind returns.
  • Extended Returns for change of mind
  • If you change your mind, you may return your order to us within 60 days of the date you received it, subject to other terms and conditions applicable to Returns. Without Purchase Protection, our standard timeframe for change of mind returns is 30 days.
  • Rapid Re-order
  • If we agree you need a replacement product, we'll place an order for a replacement even before we receive the first product back. In the event the replacement has to be backordered, we'll let you know and give you the option of accepting the backorder or cancelling for a full refund less the shipping costs.

We reserve the right to refuse claims under our Purchase Protection policy in circumstances where we reasonably believe that claim is invalid, including where the terms and conditions applicable to Returns are not satisfied.

Wrong product delivered

Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.

Faults and damages

If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself. The products you purchase from us also come with guarantees under the Australian Consumer Law which cannot be excluded. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:

  • Normal wear and tear
  • Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly)
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
  • Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods

Your rights under the Australian Consumer Law

Our goods 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 caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We exclude, to the fullest extent possible under law, all implied terms, guarantees and warranties whether statutory or otherwise, relating to the subject matter of these Terms.

You represent and warrant to us that we will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation or lost time) in contract, tort, under statute or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.

Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.

To the extent permitted by law, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question.

Cancellations

You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.

Exchange

Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our Returns policy and place a new order.

Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults & damages policy.

Warranties

We may provide a warranty against defects, and/or structural or other specific warranties, in respect of selected products only, for certain periods of time (e.g. 1, 3, 5 or 10 years) from the date of purchase from us.

Such warranties will only apply to products purchased from us where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product. The terms and conditions (including the details, exclusions and instructions on how to make a claim) that apply to such warranties are located here.

Manufacturer warranties

In some cases, products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. Where you experience an issue with a product that comes with a manufacturer's warranty, the manufacturer will generally be able to provide a faster assessment and remedy than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts. You may prefer to contact the manufacturer directly to seek a resolution rather than contacting us. If you would prefer that we assist you or you're unhappy with the resolution of your issue, please contact us for help.

Gift Cards

Customers may purchase digital Gift Cards from our website.

In the case of digital Gift Cards, we will email the Gift Card to the recipient's email address, as provided by the purchaser. The email will include instructions and a link for redeeming the Gift Card. After the recipient has created an account and redeemed the Gift Card, the Gift Card amount will appear in the 'My Account' section of the recipient's profile.

Gift Cards, once redeemed, may only be used for purchases on our website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient's account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the recipient will be required to pay the excess using another payment method. The amount remaining can be viewed on the recipient's 'My Account' page. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card to be refunded will be refunded as a store credit only.

Gift Cards expire 3 years after the date of their purchase in accordance with the Australian Consumer Law. Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.

Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift Cards and store credits cannot be used to purchase other Gift Cards. Gift Cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Temple & Webster is not responsible for any loss or damage resulting from lost or stolen Gift Cards or Gift Cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.

Other Policies

Please refer to our Website Terms for further information on trade marks, copyright and other applicable terms including those relating to use of our website.

The Privacy Policy available on our website informs you of our practices regarding the collection, use and disclosure of any information we collect from or about you. Our Privacy Policy forms part of these Terms. We process information about you in accordance with our Privacy Policy. By using our website, you consent to such processing and you warrant that all data provided by you is accurate. In order to purchase through our website, you will be asked to provide your personal details, including, your real name, billing address, shipping address, mobile phone number and email address. You will also be required to provide us with payment details so you can purchase products from us. By entering your payment details you warrant that you are the authorised account holder and that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided

Force Majeure

We shall not be responsible for any delay, suspension or failure arising out of any circumstances outside of our reasonable control, including but not limited to, acts of God, governmental actions or restrictions, shipping, postal or other relevant transport strike, postal theft, failure or accident, lockouts or other labour difficulty, war or national emergency, epidemics, pandemics, quarantine requirements, acts of terrorism, fire, explosion, flood, an act or omission of a third party, inability to obtain any necessary materials, equipment, facilities or services, the failure of performance provided by others, interruption of the internet or a website or social media platform (such as Facebook), or virus, accidents or breakdown of plant, machinery, software, hardware or communication network.

Applicable law

These Terms are governed by the laws of New South Wales, Australia and are subject to the non-exclusive jurisdiction of the courts of New South Wales. Our website is available only to people who can form legally binding contracts under applicable law.

Relationship

No agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship is intended or created between you and us by these Terms.

Severability

If any provision in these Terms is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of these Terms which will continue in full force and effect.

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