Return & Refund Policy
1. Custom-Made Product Basis
All TEN2 products are made-to-order and custom manufactured according to client-approved specifications.
Each order is uniquely produced and is therefore not a standard stock item.
By placing an order, the client acknowledges and agrees that:
- the product is custom made specifically for them
- variations are inherent to handcrafted and natural materials
- standard retail return rights do not apply
2. No Change of Mind Returns
TEN2 does not accept returns, refunds, or exchanges for change of mind under any circumstances for:
- made-to-order products
- customised dimensions, finishes, or configurations
- any product manufactured to client specifications
This includes situations where the client:
- selected incorrect dimensions or finishes
- misjudged site suitability or access
- changed project requirements after order confirmation
3. Refund Eligibility (Strict Limitation)
Refunds are only provided where required under the Australian Consumer Law (ACL).
Outside of statutory obligations, TEN2 does not offer refunds for:
- change of mind
- incorrect product selection
- failure to verify site conditions or measurements
- delays caused by third-party logistics or access issues
- colour, tone, or material expectation differences
Where a statutory claim applies, TEN2 reserves the right to first:
- repair the product, or
- replace the product, or
- offer an alternative remedy
4. Faults & Manufacturing Defects
A product is only considered faulty if it contains a verifiable manufacturing defect under normal intended use.
To submit a claim:
- notification must be made within 24 hours of delivery
- supporting photographic or video evidence is required
- original packaging may be requested for inspection
TEN2 will assess all claims and determine, at its sole discretion, whether the issue constitutes:
- manufacturing defect
- material characteristic
- natural variation
- damage caused by handling, transport, or site conditions
5. Non-Defect Conditions (Critical Exclusions)
The following are explicitly not considered defects:
- natural variation in timber, stone, leather, or textiles
- grain, veining, texture, or tonal differences
- minor dimensional tolerances inherent in handmade production
- natural movement, expansion, or contraction of materials
- patina, wear, or ageing over time
- colour variation due to lighting, photography, or screens
- expectations based on sample swatches or digital images
TEN2 products are made using natural and artisanal materials; variation is part of the design character, not a defect.
6. Condition for Any Approved Return (If Applicable)
Where TEN2, at its sole discretion, agrees to accept a return outside statutory obligations:
- item must be unused, uninstalled, and in original condition
- original packaging must be intact
- return must be pre-approved in writing
- all return freight, insurance, duties, and handling costs are borne by the client
- TEN2 reserves the right to refuse any return upon inspection
7. Sale, Clearance & Special Items
All sale, clearance, display, or discontinued items are:
- strictly final sale
- non-refundable
- non-returnable
- non-exchangeable
8. Risk & Responsibility Boundary
Risk transfers to the client upon delivery to the nominated address.
TEN2 is not responsible for:
- incorrect installation or assembly
- unsuitable site conditions
- damage caused after delivery
- third-party handling, relocation, or storage
- environmental exposure (humidity, heat, sunlight, etc.)
- improper use or maintenance
9. Limitation of Refund Scope
Where a remedy is required under law, TEN2’s obligation is strictly limited to:
- repair
- replacement
- or refund (at TEN2’s discretion where permitted)
TEN2 is not liable for:
- indirect or consequential loss
- project delays
- installation costs
- loss of use or business interruption
- third-party expenses
10. Final Determination
All assessments, classifications, and decisions under this policy are made by TEN2 in accordance with applicable Australian Consumer Law.