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Shipping Policy

1. Nature of Engagement

All TEN2 products are supplied as made-to-order, project-based commissions.

Each order constitutes a custom production agreement, not a standard retail purchase.

By proceeding, the client acknowledges that:

  • all items are custom-made to specification
  • standard return, refund, or exchange policies do not apply

2. Production & Lead Time

Production lead time is estimated at 14–18 weeks, commencing from:

  • confirmation of all specifications
  • receipt of deposit
  • final approval of drawings (where applicable)

All timeframes are indicative only and may vary due to:

  • artisanal manufacturing processes
  • material sourcing
  • production scheduling

TEN2 shall not be liable for reasonable delays inherent in custom production.

Once production has commenced, the order is irrevocable and non-cancellable.

3. Design Approval & Shop Drawings (Critical Clause)

Where drawings, specifications, or design documentation are provided, the client is solely responsible for reviewing and approving all details prior to production.

Approval confirms acceptance of:

  • all dimensions and measurements
  • materials, finishes, and detailing
  • configuration, orientation, and layout
  • suitability for the intended site

Upon written approval:

  • all documents are deemed final and correct
  • TEN2 is entitled to proceed to production accordingly

TEN2 shall not be liable for:

  • errors, omissions, or discrepancies in approved documentation

Any changes after approval:

  • may not be possible
  • may incur additional costs and extended lead times
  • require written confirmation from TEN2

The client (and/or their designer, architect, or representative) assumes full responsibility for accuracy and site suitability.

4. Completion & Storage

An order is deemed complete once production is finalised and ready for dispatch.

TEN2 will notify the client to arrange delivery.

Failure to arrange delivery within a reasonable timeframe may result in:

  • storage fees
  • re-handling charges

5. Delivery & Transfer of Risk

Delivery is defined as the arrival of goods at the nominated address.

Unless otherwise agreed in writing:

  • delivery is to the ground floor entry point only
  • no installation or internal placement is included

Risk and responsibility transfer to the client immediately upon delivery, regardless of placement or installation.

6. Site Conditions & Client Responsibility (Critical Clause)

The client is solely responsible for ensuring:

  • all items fit through access points (doors, lifts, stairways, hallways)
  • adequate clearance and manoeuvring space
  • lift suitability, including dimensions and load capacity
  • safe and unobstructed access

TEN2 and its logistics providers:

  • do not inspect or assess site conditions
  • do not modify premises
  • do not move existing furniture or obstacles

Any damage or delivery failure resulting from site conditions is entirely at the client’s risk and cost.

7. Failed Deliveries

If delivery cannot be completed due to:

  • restricted access
  • safety concerns
  • incorrect or incomplete information

TEN2 reserves the right to:

  • abort delivery
  • charge full delivery costs
  • apply re-delivery and/or storage fees

8. Authority to Leave (ATL)

Where unattended delivery is authorised:

  • delivery is deemed complete upon placement
  • all insurance coverage ceases immediately
  • TEN2 bears no responsibility thereafter

9. Large, Fragile or Complex Deliveries

Certain items may require:

  • additional labour
  • specialised handling
  • equipment or client assistance

TEN2 reserves the right to:

  • adjust delivery charges
  • require assistance where reasonably necessary

10. Third-Party Logistics

All deliveries are performed by independent logistics providers.

To the maximum extent permitted by law:

  • TEN2 is not liable for on-site handling or placement damage
  • TEN2 is not responsible for post-delivery handling by third parties

11. Materials & Natural Variation

TEN2 products utilise natural and artisanal materials.

Variations in:

  • colour
  • grain
  • texture
  • markings

are inherent characteristics and are not defects.

12. Claims & Defects

All claims must be submitted within 24 hours of delivery, with supporting evidence.

TEN2 reserves sole discretion to:

  • repair
  • replace
  • or provide an alternative resolution

TEN2 is not liable for:

  • damage caused by site conditions
  • improper handling after delivery
  • normal wear and tear

13. Ownership & Payment

Title remains with TEN2 until full payment is received.

TEN2 reserves the right to reclaim goods in the event of non-payment.

14. Pricing & Adjustments

All prices are in AUD (inclusive of GST).

TEN2 reserves the right to:

  • adjust delivery costs based on actual conditions
  • revise quotations prior to dispatch if circumstances change materially

15. Limitation of Liability

To the extent permitted by law:

TEN2’s liability is strictly limited to:

  • repair
  • replacement
  • or refund at its discretion

TEN2 shall not be liable for:

  • indirect or consequential loss
  • project delays
  • third-party costs