Refund policy

 

Refunds, Deposits & Custom Orders

At Olive & Stone, all pieces are made to order and produced specifically for each customer. By placing an order and paying a deposit, you acknowledge and agree to the following terms.

Deposits

A deposit is required before production begins on all custom furniture orders.

Deposits are non-refundable once materials have been purchased, production has commenced, or custom work has been undertaken for the order.

Deposits contribute toward:

  • Materials and timber allocation

  • Production labour and workshop time

  • Design consultation and preparation

  • Custom sizing and modifications

  • Scheduling and order allocation

Custom Orders

As all custom pieces are made specifically to the customer’s requested dimensions, finishes, and specifications, we do not offer refunds or cancellations for:

  • Change of mind

  • Incorrect customer measurements provided after approval

  • Preference changes after production has commenced

  • Requests to alter sizing, finishes, or design after approval

  • Delays outside of our reasonable control

If changes are requested after production has commenced, additional charges may apply.

Product Variations

Due to the natural characteristics of timber and handcrafted finishes, variations in:

  • Grain

  • Texture

  • Knots

  • Colour tone

  • Surface character

  • Minor imperfections

are considered part of the material and aesthetic of the product, and are not considered faults.

Repairs & Defects

If a manufacturing fault is identified, Olive & Stone reserves the right to:

  • Repair the item

  • Replace the affected component

  • Provide a reasonable solution in accordance with Australian Consumer Law

Minor variations or issues that can be reasonably repaired do not qualify for a refund.

Deliveries

Delivery fees are non-refundable once delivery has been completed.

Customers are responsible for ensuring access measurements and delivery suitability prior to delivery.

Returned Items

Returned custom pieces approved by Olive & Stone may be subject to:

  • Collection fees

  • Restocking fees

  • Repair or refinishing costs

  • Loss in resale value

Any approved refund amount will be assessed based on the condition of the item and costs already incurred.

Australian Consumer Law

Nothing within this policy excludes or limits rights provided under Australian Consumer Law.