Terms of service

Last updated: 15 July 2026

These Terms and Conditions apply to all orders for goods placed with The Hardwood Hall. By placing an order, you agree to these Terms.

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded. Where any part of these Terms is inconsistent with the ACL, the ACL prevails to the extent of the inconsistency.

1. Our products — handcrafted from solid natural hardwood

1.1 Every item we sell is individually handcrafted by us from 100% natural solid hardwood. Because of the materials and methods we use:

(a) no two pieces are identical;

(b) timber grain, colour, tone, figure, knots, mineral streaks, indentations, and similar markings vary naturally from piece to piece and will differ from the photographs, samples or swatches shown at the time of purchase;

(c) photographs and samples are indicative only and are provided to convey general style, construction and finish — the item you receive will vary in appearance from the images shown;

(d) solid timber is a natural material that responds to its environment, and your piece may move slightly or develop minor surface variation or fine checking over time as humidity and temperature change.

1.2 These natural characteristics and variations are inherent and intended features of handcrafted solid-timber furniture. They are not faults or defects, and they form part of the description of the goods you agree to purchase. We disclose them clearly before purchase so that you understand what you are buying.

1.3 Clause 1.2 does not limit your rights under the ACL. Genuine manufacturing faults — for example a structural failure, a joint that fails under normal household use, or workmanship that prevents the item being used as intended — are not "natural variations". These are dealt with under your consumer guarantees (clause 6).

2. Orders

2.1 Many of our pieces are made to order. Your order is an offer to purchase. A contract is formed only when we accept your order, which we may do by confirming it in writing (for example, by email) or by beginning work on a made-to-order item.

2.2 For made-to-order and custom pieces, please check the specifications (timber, dimensions, finish and any options) carefully, as variations described in clause 1 will apply and the finished piece is made to the agreed specification.

2.3 Estimated lead time for custom pieces is approximately 5 business days from order confirmation. Lead times are estimates only and may change due to timber availability, workload or events outside our control. We will keep you informed of any material delay.

3. Prices and payment

3.1 All prices are in Australian dollars (AUD).

3.2 We are not currently registered for GST, so no GST is charged on our prices.

3.3 Prices shown do not include delivery unless stated. Delivery charges are calculated or quoted before you complete your order (see clause 4).

3.4 Card payments are processed by our payment providers listed on our website; we do not store your full card details.

3.5 Full payment must be received before we dispatch goods or, for made-to-order items, before we begin or complete work as agreed.

4. Delivery

4.1 We deliver Australia-wide, unless otherwise notified at checkout for remote regions.

4.2 Delivery method and cost. Delivery is completed by allocated furniture couriers or a freight carrier. Costs are calculated at checkout based on size and location, or quoted before you confirm your order.

4.3 Delivery timeframe. For in-stock items we aim to dispatch within 2–5 business days. For made-to-order items, delivery follows completion of your piece (see clause 2.3). Delivery timeframes are estimates only.

4.4 Risk and inspection. Risk of loss or damage to the goods passes to you on delivery. Please inspect your item on delivery (or as soon as possible afterward). If your item arrives damaged or is the wrong item, contact us within 48 hours at info@thehardwoodhall.com.au with a description and photographs so we can resolve it promptly. Reporting promptly helps us assist you, but does not affect your rights under the ACL.

4.5 Access. Please make sure there is clear and safe access to your delivery location (doorways, stairs, lifts, parking). If delivery cannot be completed because of access issues or because no one is available to receive the item at an agreed time, additional redelivery or storage charges may apply.

4.6 Delays. We are not responsible for delays caused by carriers or by events outside our reasonable control, but we will do our best to keep you informed and to help resolve any issue.

5. Title

Title to (ownership of) the goods passes to you when we have received full payment. Risk passes on delivery (clause 4.4).

6. Your consumer guarantees and our returns, refunds and repairs policy

6.1 Consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, our goods must be of acceptable quality, match their description, and be fit for any purpose we represent or that you make known to us. These guarantees apply automatically.

6.2 If something goes wrong. If an item fails to meet a consumer guarantee, you are entitled to a remedy:

(a) for a major failure, you may choose a refund or a replacement, and you may be entitled to compensation for any other reasonably foreseeable loss or damage; or

(b) for a failure that is not major, we will repair the item or, at our option, replace it or refund you, within a reasonable time. If we cannot or do not do so within a reasonable time, you may have the failure remedied elsewhere and recover the reasonable cost from us, or reject the item and choose a refund or replacement.

6.3 What is not a fault or defect. To avoid doubt, the following are not failures of a consumer guarantee and are not covered by our returns, refunds and repairs policy:

(a) the natural characteristics and variations of solid timber described in clause 1 (grain, colour, knots, minor movement, fine surface checking, and similar);

(b) normal wear and tear;

(c) damage caused after delivery by misuse, accident, dropping, dragging, overloading, sitting or standing on the product, leaning on or hanging off the product, or use other than normal domestic household use;

(d) damage caused by failure to follow the care instructions supplied with your item (including exposure to excessive heat, water, moisture, direct sunlight, or harsh cleaning products, and failure to use protection under hot, wet or sharp objects);

(e) damage caused by failing to anchor the item where anchoring is recommended (clause 8), or by improper installation, alteration or repair by anyone other than us;

(f) damage or deterioration arising from use in environments or for purposes the furniture is not designed for — our furniture is made for indoor domestic household use, not outdoor, commercial or rental use; or

(g) issues arising from modification, repair or refinishing of the item by a third party.

Nothing in this clause limits your rights under the ACL. If your item has a genuine manufacturing fault (see clause 1.3), your remedies in clause 6.2 apply in full.

6.4 Change of mind. As a goodwill gesture, we accept change-of-mind returns of standard-made stock items within 7 days of delivery, provided the item is unused, undamaged and in its original condition and packaging. You arrange and pay for return delivery, and the item must reach us safely (we recommend insured transport). The return delivery address will be provided when your return is authorised. Once we receive and inspect the item we will refund the purchase price, less the original delivery cost. This is in addition to — not instead of — your ACL rights.

6.5 How to make a claim. Contact us with your order number, a description of the issue and photographs. We may ask you to provide the item or allow us to inspect it so we can assess the problem.

6.6 Proof of purchase. Please keep your receipt or order confirmation as proof of purchase.

6.7 Return of large items. Where an item is faulty and needs to be returned or inspected, we will arrange and cover the reasonable cost of return or collection. You do not need to pay to return a faulty item.

7. Care of your furniture

Each item is supplied with care instructions. Following them will keep your piece in good condition and is important for clause 6.3. Replacement copies are available at any time from info@thehardwoodhall.com.au.

8. Safety — anchoring (toppling furniture)

8.1 Freestanding furniture can topple and cause serious injury or death, particularly to young children. Our pieces 686 mm or taller carry mandatory safety warnings on the product and in the supplied documentation.

8.2 Where an item is supplied with a safety warning and/or anchoring guidance, you are responsible for securing the item appropriately in your home in accordance with that guidance before use. Anchoring hardware is not supplied with our furniture. Suitable fixings depend on your wall construction (for example timber stud, masonry, or plasterboard) and it is your responsibility to select and install fixings appropriate to your wall type and to the weight of the item, or to engage a qualified tradesperson to do so. Please read the warning on the product, in the supplied documentation if any is provided, and in the product listing before use.

9. Liability

9.1 Our liability for a failure to comply with a consumer guarantee is governed by the ACL, as set out in clause 6.

9.2 To the extent permitted by law, and subject to clause 9.1 and your rights under the ACL, we are not liable for any indirect or consequential loss, and our total liability arising out of any item is limited (at our option) to repairing or replacing the item, supplying an equivalent item, or refunding the price paid. Nothing in this clause limits any rights you have under the ACL that cannot be excluded.

10. Privacy

We handle your personal information in accordance with our Privacy Policy, available on our website.

11. Governing law

These Terms are governed by the laws of Victoria, Australia, and any dispute is subject to the non-exclusive jurisdiction of the courts of that State.

12. Contact us

The Hardwood Hall Email: info@thehardwoodhall.com.au We aim to respond within 2 business days.