Our Service Policy:
Hunter Valley Design sets out to provide a premium service in store & on line for our customers, including the final phase, delivery of your purchase.
All pricing is inclusive of GST, unless stated otherwise. Pricing is ex Hunter Valley Design showroom Newcastle unless a delivery fee has been quoted. This does not include assembly or installation, unless otherwise stated.
Delivery & Installation:
A delivery charge will be quoted assuming there is one delivery and is based on the client confirming that correct access is possible, i.e. the furniture will fit through any doorways and passageways.
Delivery is charged at a flat rate quoted by entering your post code through our on line store.
Delivery is a premium service for our customers and may be more expensive then a courier or kerb side drop off service.
If your post code is outside out premium service areas please contact our showroom for a delivery quote.
Our service includes placement of your furniture and removal of all packing material, it is based on no more then 2 flights of stairs.
Should there be subsequent deliveries then additional delivery charges may be required.
Where part deliveries are made Hunter Valley Design maintains the right to invoice the customer for pro rata progress payments in respect for those items delivered.
Delivery is provided on the basis that the site is free of other trades and is within the hours of 7am – 3pm, Monday to Friday excluding public holidays.
Clear and reasonable site access must be provided with unrestricted lift facilities (if applicable), otherwise additional charges will apply or delivery will not be effected.
*The only exception is sales of Armadillo Rugs which are delivered by TNT courier with drop off service only, this is included in the RRP of the rugs.
Customers should inspect all items at the time of delivery and sign delivery documents provided.
Claims for damage in delivery must be recorded at the time of receipt of goods.
Refund & Return Policy:
Hunter Valley Design does not offer refunds for change of mind if you have made the wrong decision with your purchase; so choose carefully.
However we will exchange our products within the first 7 days after delivery for a similar product or store credit with the exception of any custom orders including all customer specified fabric and any imported products not normally stocked in Australia by Hunter Valley Design or our manufactures.
Original delivery fees and return freight which must be arranged by Hunter Valley Design will not be credited to the customer.
All returns for exchange must be in original packing and not part assembled or show signs of use in any way.
Hunter Valley Design will inspect the goods upon return and may charge a 20% re stocking fee if the goods are not in original packing and 'as new' condition for re sale by Hunter Valley Design.
In the event of an order cancellation by the customer within 7 days of the order placement a minimum fee shall be payable of 10 % of the total order, plus any damages suffered by Hunter Valley Design Pty Ltd.
In the event of an order cancellation by the customer after 7 days, the customer will be liable for the total order value.
For imported product we estimate a minimum of 10-12 weeks, plus an additional 4 weeks for orders placed between 1 July and 15th September, and 2 weeks for the Christmas break.
For local product we estimate a minimum of 4-6 weeks, plus an additional 4 weeks for Christmas.
All lead times are subject to availability of fabric and materials from other suppliers.
Confirmation of lead-time is subject to final order conformation by Hunter Valley Design and may be affected by quantity and product availability.
All lead times are estimates only and posted on our web site on each product page.
Hunter Valley Design Pty Ltd will not be liable for claims arising from delay in delivery due to strikes, shipping accidents, unavailability of materials, or events beyond the reasonable control of the company.
In the event of delayed delivery due to customer request, Hunter Valley Design Pty Ltd will hold the order in part or whole beyond the original date free of charge for one week. After this the customer will need to make alternative arrangements for storage. Should Hunter Valley Design Pty Ltd be requested to store the goods the customer will be invoiced for storage at a rate of $75/ cubic meter per month or there part of for the total value of items held subject to space being available.
Customer will be invoiced to 100% of items held at the time of due date of delivery, and risk will pass to the customer.
Hunter Valley Design Pty Ltd as a distributor for their manufacturers warrant their products as required by statute for a period of 12 months from delivery.
You are entitled to a replacement or refund for a major failure and for compensation for any 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 the failure does not amount to a major failure. The benefits to you given by this warranty are in addition to other rights and remedies under any law in relation to the goods or services to which the warranty relates.
This warranty specifically excludes damage due to normal wear and tear, abuse or misuse of the product for other than it’s original intended purpose.
As wood is a natural material light tone differences among the various elements that make up the product may occur. Moreover, if the products are purchased in different periods the elapsed time and climatic conditions can cause variations in colour and/or tonality and Hunter Valley Design Pty Ltd cannot accept any claim in this regard.
No claim will be recognized for damage to upholstery due to natural wear and tear of upholstery, or damage due to moths and other vermin is specifically excluded.
The customer must accept that minor variations to grain and colour occur naturally and these may be evident in the finished product whether natural or stained.
Hunter Valley Design only uses personal information you have provided solely for the purpose of delivering the service and/or product you purchase from us.
We do not sell or lease our customer and/or email lists or any other lists to any third party.
However, we may make use of third party services to promote, sell, or deliver our services and/or products to you.