Terms & Conditions

Disclosure Notice Under Section 47A of the Fair Trading Act 1987 (NSW)

 

A. No Cancellations or Returns

(i) No Cancellations: Once your order has been placed and production has begun, cancellations are not permitted due to the bespoke nature of our goods.

However, if you wish to cancel Your Order and contact us within 24 hours of placing it, we may allow cancellation if production has not yet started. (Clause 6.1)

(ii) No Returns: As the goods are made to order according to your specifications, returns are not accepted (Clause 6.2).

Effect: You will be unable to cancel your order or return the goods once production has commenced, even if you change your mind or circumstances change.

B. Transfer of Risk

Risk in the goods passes to you upon dispatch from our distribution centre or upon collection by you (Clause 7.6).

Effect: You are responsible for any loss or damage to the goods after they have been dispatched or collected, including during transit to your premises.

C. Limitations on Warranty

(i) Limited Warranty: The manufacturer's warranty has specific conditions and exclusions (Clauses 9 and 10).

(ii) Exclusions: The warranty may not cover damage caused by improper installation, misuse, environmental factors, or modifications made after delivery.

Effect: You may not be able to claim under the warranty for certain types of defects or damages, and you must comply with all warranty conditions to be eligible for remedies.

D. Limitations of Liability

(i) Exclusion of Liability: We exclude all liability for any loss or damage arising from your use or installation of the goods, except as provided under the Australian Consumer Law (Clause 13.2).

(ii) Indirect Loss: We are not liable for indirect or consequential losses, including loss of profit, business opportunities, or goodwill (Clause 13.3).

(iii) Maximum Liability: Our maximum liability is limited to the amount paid by you for the goods (Clause 13.4).

Effect: Your ability to recover damages from us is limited, and you may not be compensated for certain types of losses.

E. Variations in Goods

(i) Natural Variations: Variations in colour, grain, texture, and appearance may occur due to the natural characteristics of materials (Clause 12.4). (ii) Not

Considered Defects: Such variations are not considered defects and are not covered by warranty.

Effect: The goods you receive may differ slightly from samples or images, and you cannot claim a refund or replacement based on these variations.

F. No Installation Services

No Installation Provided: We do not offer installation services (Clause 12.1).

Effect: You are responsible for arranging installation by a qualified professional at your own cost.

G. Third-Party Liability

No Liability for Installers: We are not liable for any actions, damages, or deficiencies caused by third-party contractors, including installers (Clause 12.2).

Effect: Any issues arising from improper installation or actions of third parties must be resolved directly with them.

H. Care and Maintenance Requirements

(i) Maintenance Obligations: Regular maintenance is required to preserve the condition and appearance of the goods (in accordance with Clause 11.3).

(ii) Warranty Voidance: Failure to properly maintain the goods may void the warranty.

Effect: You must follow recommended care instructions and the instructions contained in Clause 11.3 in the Terms and Conditions for Sale of

Goods to retain warranty rights and ensure the longevity of the goods.

Acknowledgement

 

For Further Information

If you have any questions or require further clarification, please contact us using the details provided above. For more information about your rights under the Australian Consumer Law, you can visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or contact NSW Fair Trading at www.fairtrading.nsw.gov.au.

 

Terms and Conditions for Sale of Goods Effective
Date: 14 October 2024.

 

1. Definitions

In these Terms and Conditions "we", "us", "our", and similar expressions refer to Complete Doors Sydney Pty Ltd (ABN 45 613 362 753)) trading as Complete Doors Online) of 30 Garema Circuit, Kingsgrove NSW 2208, including its directors, employees, contractors, and agents and "you", "your", and similar expressions refer to you, our customer or prospective customer, as named in any purchase order or document setting out details of the goods agreed to be supplied by us ("Your Order"). These Terms and Conditions apply to any supply of our goods to you, including Your Order, all schedules and attachments, if any, to this document.

2. Acceptance of Terms

By accessing our website and placing an order for goods, you agree to be bound by these Terms and Conditions. Please read them carefully before placing Your Order. If you do not agree to these Terms, you must refrain from using our services and/or making a purchase through our website.

3. Goods

3.1. Bespoke Doors

We supply a wide range of bespoke doors, including entrance doors, and internal doors. These doors are manufactured to the specifications you provide through our website.

3.2. Door Hardware

We also supply premium door hardware, such as handles, locks, hinges, and other accessories that complement your bespoke doors.

3.3. Entry Frames

Additionally, we provide entry frames made to integrate with your door design, ensuring a perfect fit for your home or business.

3.4. Not a Manufacturer

We are not the direct manufacturer of the goods. The doors and hardware we supply are produced by third-party manufacturers. As such, any manufacturer warranties will apply as detailed in their terms.

3.5. Quality Assurance

While our goods are made to high-quality standards, it is important to note that slight variations may occur due to the natural characteristics of materials and the manufacturing process. This is especially true for natural wood products, where variations in grain, colour, and texture are inherent features that contribute to the uniqueness of each product.

4. Ordering Process

4.1. Providing Specifications

When placing Your Order on our website, you will be prompted to select from several predefined options, including glazing type, size, finish, material, and left or right-hand orientation. You are responsible for ensuring that all specifications you choose are accurate and complete before submitting Your Order.

4.2. Accuracy of Information

We rely on the accuracy of the specifications you provide. Any errors or omissions in the details supplied by you may impact the final product. We are not liable for any issues caused by inaccurate or incomplete information provided during the ordering process.

4.3. Order Confirmation

Upon successful payment, you will receive an order confirmation via email. This confirmation will outline the details of Your Order, including the specifications you selected. It signifies our acceptance of Your Order and serves as the final agreement between you and us regarding the goods to be produced.

5. Price and Payment

5.1. Pricing

All prices for our goods are quoted in Australian Dollars (AUD) and include the applicable Goods and Services Tax (GST). Prices are subject to change without notice; however, the price applicable to Your Order will be the price at the time of purchase as confirmed in the order confirmation email. The standard price applies to goods based on default dimensions as listed on our website. For custom sizes, additional charges may apply. You can inquire about custom dimensions, and we will provide a revised quote based on your specific needs. This will reflect any necessary adjustments to the materials, labour, or time required to meet your specifications.

5.2. Full Payment Upfront

Full payment is required at the time of placing Your Order. For custom orders, including those involving size adjustments or special requirements, the final cost will be calculated, and payment will need to be made before production begins. Until full payment is received, we will not commence production.

5.3. Payment Methods

We accept several secure payment methods, including credit card, debit card, and any other payment methods specified on our website. Payment methods may vary depending on your location, and you will be notified of any additional fees associated with specific payment methods during checkout.

5.4. Pricing Errors

We strive to ensure that all prices listed are accurate. However, in the event of an error, we reserve the right to cancel Your Order and issue a full refund. If a pricing error is discovered after Your Order is confirmed, we will notify you promptly and offer the option to either cancel or proceed with the correct price.

6. Cancellation and Refund Policy

6.1. No Cancellations

Due to the bespoke nature of the goods, cancellations are not permitted once production has begun. However, if you wish to cancel Your Order and contact us within 24 hours of placing it, we may allow cancellation if production has not yet started.

6.2. No Returns

As the goods are made to order according to your specifications, returns are not accepted. Please ensure that the specifications provided are accurate prior to placing Your Order.

6.3. Refunds

Refunds are only available in accordance with clauses 9 and 10 concerning defective or damaged goods.

6.4. Notification of Damage Upon Delivery

You are required to inspect the goods immediately upon receipt. If you notice any damage to your goods, please notify the delivery driver immediately at the time of delivery.

6.5. Damage Claims Within 24 Hours

If damage is noticed after delivery, you must contact us within 24 hours from the time of delivery. You are required to provide at least 3 photos showing the original packaging and 3 photos showing the damage to the product for our assessment. Damage claims made after this 24-hour period cannot be accepted, as we cannot verify when or how the damage occurred. You must retain the goods in the condition in which they were received and not attempt any repairs or modifications.

6.6. Inspection Prior to Installation

It is crucial that your tradesperson inspects the goods before installation. We are not responsible for any damages that occur during or after installation.

6.7. Order Cancellations by Us

We reserve the right to cancel Your Order at any time for reasons including, but not limited to, the unavailability of the product, errors in pricing or product descriptions on our website, or issues with the information provided in Your Order. Should Your Order be cancelled, we will notify you promptly via email and/or phone. We will make every effort to resolve the matter to your satisfaction, including providing alternative options or issuing a full refund where applicable.

6.8. Manufacturer’s Warranty for Faulty Goods

Goods that are found to be faulty due to manufacturing defects are covered by the manufacturer’s warranty. In such cases, after-sales support is typically handled by the manufacturer. Please refer to the manufacturer’s warranty card or contact us for assistance in getting in touch with the supplier.

7. Delivery and Collection

7.1. Manufacturer's Responsibility

In the circumstances stated in clause 6.8, the manufacturer or you are responsible for transporting the goods to our distribution centre.

7.2. Our Responsibility

Once the goods arrive at our distribution centre, we inspect them for any visible damage before carefully wrapping and packing them for safe transit. We will then arrange for the goods to be couriered to the delivery address specified in Your Order. If any issues arise during this process, we will inform you immediately.

7.3. Collection Option

You may choose to collect your goods directly from our distribution centre at 30 Garema Circuit, Kingsgrove NSW 2208. If you opt for collection, you will receive a notification once Your Order is ready. Please arrange for appropriate transportation and handling, as risk transfers to you upon collection.

7.4. Delivery Costs

Delivery costs from our distribution centre to your specified address will be calculated and displayed during the checkout process. Additional fees may apply for deliveries to remote or rural areas. All delivery charges will be outlined before you finalise Your Order.

7.5. Delivery Timeframe

Estimated delivery times are provided for guidance and are subject to change due to factors beyond our control, such as manufacturer delays or courier issues. We will keep you informed of any significant changes to your estimated delivery window. Time of delivery is not of the essence.

7.6. Risk Transfer

Risk in the goods passes to you either upon dispatch from our distribution centre to the delivery address or upon collection by you or your nominated representative.

7.7. Damage in Transit

If you notice any damage upon delivery, please notify the driver and contact us within 24 hours as per Clause 6.5.

8. Insurance

There is transit insurance for the goods ordered when in transit from the manufacturer to us. This coverage does not extend to goods that are picked up directly from our distribution centre.

9. Warranty

9.1. Manufacturer's Warranty

The manufacturer provides a warranty for the goods, the terms of which are available on our website before checkout.

9.2. Conditions for Warranty Claims

To make a warranty claim, you must comply with the conditions set out in the manufacturer's warranty document, including proper handling, storage, and installation of the goods.

9.3. Exclusions

Some examples where the warranty may not cover are:

(i) damage caused by improper installation or use;

(ii) natural variations in the materials used;

(iii) damage resulting from environmental factors such as moisture, humidity, or temperature extremes; and

(iv) any modifications or alterations made to the goods after delivery.

10. Warranty Claims and Refunds

10.1. Assessment Process

Upon receiving notification of a defect or damage, we will initiate an assessment to determine the appropriate course of action. This may include requesting additional details, such as photos or videos of the defect, and verifying the claim with the manufacturer if necessary. We will aim to resolve your claim promptly, but timeframes may vary depending on the complexity of the issue and manufacturer involvement.

10.2. Retention and Inspection

You are required to retain the goods in the condition in which they were received and allow us or our appointed representative reasonable access to inspect the goods for verification purposes. This includes ensuring the goods are not altered, installed, or used before the inspection is complete. We reserve the right to deny claims if goods are found to have been altered or mishandled.

10.3. Refunds for Defective Goods

(i) If, after assessment, we or the manufacturer determines the goods are defective or damaged due to our or the manufacturer’s fault, we will issue a refund to the amount as determine by the appropriate insurer but, limited to the purchase price of the goods.

(ii) Once a refund has been approved by us or the manufacturer, we will process the refund within 14 days, and you will be notified by email. Refunds may take several business days to appear in your account, depending on your payment method, your bank or payment provider's policies.

10.4. Partial Refunds

In cases where only part of the goods are defective, or a defect is minor, we may offer a partial refund or another form of compensation, such as a discount or credit, as an alternative to a full refund under clause 10.3(i).

10.5. Replacements

As our goods are bespoke, replacements are generally not offered. In cases where a replacement is available, we will notify you of the availability and estimated delivery time for the replacement item.

11. Care and Maintenance

11.1. Proper Handling

You are responsible for handling the goods with care during installation and afterward. This includes ensuring the goods are not subjected to undue force, excessive weight, or environmental conditions that could cause damage.

11.2. Installation Instructions

Installation should be carried out by a qualified professional, following all applicable laws, regulations, and industry standards. Proper alignment, secure fitting, and use of appropriate hardware are critical. Any improper installation may void the warranty and lead to premature wear or damage.

11.3. Maintenance

(i) Regular maintenance is essential for preserving the condition and appearance of the goods. This includes cleaning with appropriate non-abrasive products, applying protective finishes where required, and inspecting for signs of wear or damage.

(ii) For wooden doors, periodic resealing or painting may be necessary to protect against moisture and environmental damage. Failure to follow recommended maintenance routines may result in voiding the warranty. Detailed care instructions for specific materials or finishes are available on request. We recommend periodic professional inspections to ensure the goods remain in optimal condition. For complex repairs, or if you're unsure about maintenance requirements, always consult with a professional to avoid accidental damage. You should comply with the manufacturer's maintenance recommendations.

(iii) Please note that painting or staining your timber door a dark colour will void the manufacturer's warranty.

(iv) It is crucial that your external door has adequate overhead protection to comply with the manufacturer’s warranty. Lack of protection from rain or direct sunlight could result in damage, including warping or fading.

(v) We recommend periodic professional inspections to ensure the goods remain in optimal condition. For complex repairs, or if you're unsure about maintenance requirements, always consult with a professional to avoid accidental damage.

12. Limitations and Exclusions

12.1. No Installation Services

We do not offer installation services. You are solely responsible for arranging the installation of the goods by a qualified professional following the specifications and instructions provided to ensure proper functionality and avoid warranty voidance.

12.2. Third-Party Liability

We are not liable for any actions, damages, or deficiencies caused by third-party contractors, including installers, carpenters, or tradespeople. Any issues related to poor installation must be addressed with the installer, and we are not responsible for costs or damage resulting from their services.

12.3. Fit for Purpose

Our goods are produced based on the specifications and information you provide during the ordering process. We are not responsible if the goods do not meet your requirements due to incorrect or incomplete information. It is your responsibility to ensure all specifications (such as size, finish, and material) are accurate before placing Your Order.

12.4. Variations

Natural materials like wood may exhibit variations in colour, grain, texture, and appearance. While we strive to provide goods that match the samples or images shown on our website, slight differences are inherent in the materials used and are not considered defects. Variations should be expected and accepted as part of the unique character of bespoke products.

13. Liability

13.1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). These guarantees include that the goods will be of acceptable quality, fit for the purposes for which they are commonly supplied, and match the description provided. If the goods fail to meet any of these guarantees and the failure constitutes a major failure, you are entitled to a replacement, refund, or compensation for any other reasonably foreseeable loss or damage. For minor failures, you are entitled to have the goods repaired or replaced.

13.2. Exclusion of Liability

To the fullest extent permitted by law, we exclude all liability for any loss or damage (including property damage, personal injury, or loss of income) that arises from your use or installation of the goods, except as explicitly provided under the ACL or as set out in these Terms and Conditions. This exclusion of liability does not apply to situations where we are required to provide compensation under the ACL for a major failure of the goods.

13.3. Indirect Loss

We are not liable for any indirect, consequential, or special loss that may arise from the supply of goods, including loss of profit, business opportunities, or damage to goodwill. This exclusion applies even if we were advised of the possibility of such losses.

13.4. Maximum Liability

Our maximum liability to you in relation to any claim, including claims related to defective goods or other losses arising out of the supply of our goods, is limited to the total amount paid by you for the goods. This does not affect your rights under the Australian Consumer Law or any other applicable law.

14. Intellectual Property

All content on our website, including text, graphics, logos, and images, is our property or licensed to us. You may not use any content without our prior written consent.

15. Personal Information

15.1. Collection Purpose

We collect your personal information to process Your Order, communicate with you, and inform you about our goods and services.

15.2. Privacy Policy

Our Privacy Policy, available on our website, outlines how we handle your personal information.

16. Force Majeure

We are not liable for any delays, failures in performance, or inability to fulfil obligations due to events beyond our reasonable control, including but not limited to acts of God (such as natural disasters), war, pandemics, government regulations, industrial actions, strikes, or interruptions to transportation or supply chains. In such cases, we reserve the right to suspend or cancel Your Order without liability. If affected by a force majeure event, we will notify you promptly, and once the event ends, we will make reasonable efforts to resume performance. If the event persists for more than 30 days either party may terminate the affected order by providing written notice. In case of termination, we will refund any amounts paid for undelivered goods, minus any reasonable costs incurred.

17. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes arising under these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of New South Wales.

18. Amendments

We reserve the right to amend these Terms and Conditions at any time. Any changes will be effective upon posting on our website.

19. Entire Agreement

These Terms and Conditions, along with Your Order and any documents expressly referred to herein, constitute the entire agreement between you and us.

20. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

21. Waiver

Failure to enforce any right or provision in these Terms and Conditions does not constitute a waiver of such right or provision.

Contact Information