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Shipping & Return policy

Standard Delivery

Customers must be present to sign for the goods at their nominated address. At the customer’s discretion and authorisation, goods can be left unattended at the nominated address without the need for a signature. Customers who authorise an 'authority to leave' request, void their transit insurance and TEN2 or the courier cannot be held liable for loss, theft or damage to the product.

Delivery is to a ground floor, if the delivery is in a multi-story building without suitable access and/or lifts the delivery company will not travel past the ground floor front door. Should the delivery deem to be a health risk or hazard due to accessibility the delivery will be deemed a failure and a charge will still apply, we request you please notify us of such possibilities.

Extremely heavy, oversized or more fragile items may require additional delivery personnel, which will incur a surcharge. To ensure successful delivery, please confirm that all items will fit through any access points such as elevators, stairways, hallways, doorways and around corners into your preferred location. Before delivery, please identify where you intend to place your furniture. Kindly check the height, depth and width of the item which appears on our website, please make sure it will fit comfortably in your desired space. 

If you live in a premises with a lift please ensure it can support the weight and that all items can comfortably fit within. Please note that our delivery professionals are not permitted to move other furniture or items currently in your home.

Before our delivery team arrives kindly prepare your home as follows - create a clear path by moving any items that may be in the way and ensure all rugs and carpets are in place. 

We cannot deliver to PO boxes.

We reserve the right to select and cancel orders based on shipping addresses and areas that may be deemed to be far outlying, or out of the courier's serviced areas. In such cases, a full refund will apply. In such cases, should the customer wish to pursue the order delivery arrangements/collection should be made by the customer.

You agree to pay any shipping and handling charges presented to you at the time you make a purchase.

Shipping costs are inclusive of insurance, covering loss, theft or damage to the goods in transit.TEN2 uses professional outsourced courier services to deliver your product/s to your door. On the day of delivery, someone must please be present to sign for the goods.

If the location is higher than the ground floor, please ensure that the elevator works and all items fit within the elevator, through doorways and around corners. We will not be held responsible for items not fitting into lifts, homes or premises. If the delivery is deemed a failure for the above reasons and or any other a charge will still apply.

 

If the customer is not home on the agreed and scheduled delivery date, redelivery will incur an additional fee.

 

Please ensure existing furniture is moved before the delivery team's arrival.

 

Please ensure parking is available within at least 50 metres of the front door.

 

Any item that needs unpacking to move will need a damage liability waiver signed.

 

TEN2 outsource deliveries to a 3rd party logistics company and as such are not liable for any breakages/damages or loss whatsoever that may occur on customers' premises.

 

If items are in stock, the order will be processed within 3-5 business days from the date of purchase. Estimated delivery time frames vary depending on your location.

Metro NSW, VIC and QLD deliveries are usually done within 10 - 20 business days if the item is in stock but please note this does vary depending on the time of year.

For all other areas please contact us to discuss delivery times and pricing.

 

Non-Standard Delivery

Certain products may be classed as oversized and subsequently, customers may be requested to assist in the offloading thereof. Failure to comply with this request entitles TEN2 to amend shipping costs after the purchase has been completed. Customers will be offered a refund if the freight price is subsequently increased. 

The size, weight and fragile nature of certain products may subsequently have postage restrictions based on your delivery postcode. If TEN2 is unable to deliver a product to your desired address, a full refund will be provided. We will endeavour to explore all possible postage options to meet our customer’s demands.

If delivery of an order will result in unacceptably high freight charges to TEN2, we reserve the right to contact you to request further shipping fees or to cancel an order before dispatch. If we cancel your order in these circumstances we will issue a full refund to you.

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

For larger high-value items, we may be able to offer alternate delivery service, however, this is not available for all items and all areas. Our customer care team can confirm if this is available for your order and area, applicable fees will apply for this service. 

Out of Stock

In the unlikely event that a product is unavailable, we reserve the right to cancel your order before dispatch. We will contact you by email as soon as possible to let you know. You may choose to have a store credit to your account or a refund to the value of the unavailable product.

We reserve the right not to accept your order if we are unable to obtain payment authorisation, where we suspect fraudulent activity, or where you do not meet the eligibility criteria set out, or otherwise contemplated, within these Terms and Conditions on our website. We reserve the right to refuse to process or refuse service to anyone at any time at our sole discretion.

Returns

We encourage you to take your time in deciding on your purchase as we do not offer refunds, exchanges or returns for change of mind. This includes orders which have not been shipped.

If a refund or exchange is agreed to by TEN2 there may be an admin/handling fee. Please note that delivery charges and the cost to return the product/s are not credited to the customer. Once a product has been shipped, even if it has not yet arrived at its intended destination, shipping costs are not refunded to the customer. If shipping is free, the shipping costs incurred to deliver the order to the customer will be deducted from the final credit.

All returns must be in their original packaging and present in a way that would allow TEN2 to resell the product. Unfortunately, we cannot accept any returns where the original packaging has been ripped, damaged or discarded. We reserve the right to refuse a return in cases where we deem damage to a product to be due to fair wear and tear, misuse, failure to use by manufacturer’s instructions or failure to take reasonable care.

Upon receipt of the returned goods, we will inspect your product and a credit will be processed within 7 working days. Please email: info@ten2.com.au to initiate a product return.

Returns, exchanges and refunds are considered void 60 days from the purchase date if the product/s remains uncollected or the customer delays the delivery date, where a product is in stock and/or available for pick up or delivery.

Any item collected from our warehouse must be inspected by the recipient upon pick up and signed for as having been received in the condition in which it was collected. We hereby advise that all pickups from our warehouse immediately void any warranty or guarantee that may be in place on the item, and we cannot be held liable for any damages or defects incurred after the item has left our warehouse. We have no control over how the item is handled once it leaves our premises, and as such, we cannot be held liable for any loss, or damage to the item. By collecting an item from our warehouse, the recipient acknowledges and accepts the foregoing terms and conditions.

Defects

Should a product arrive faulty upon receipt, TEN2 will repair the defect free of charge. Where a product is deemed by TEN2 to be in a state of unrepair or the damage is considered major, we will replace the product free of charge to the customer. If a replacement product is not available, the customer, upon returning the product, will receive a full refund. The freight costs incurred to return a damaged or defective product will not be charged or payable by the customer. 

Damaged goods must be notified to TEN2 within 24 hours of receiving your goods and TEN2 may require the customer to provide proof of damage. Once notified of a defective product, TEN2 customer service will be in contact to initiate a resolution and where appropriate, organise the collection and return of the product at an agreed and convenient time.

Please note that any items that are collected or picked up from our warehouse void our warranty as soon

Customers bear the responsibility of any futile charges that arise (where the pick-up is booked but the consignment is not available for collection at the agreed period).

Where a product is purchased or picked up directly from our warehouse, the customer is required to return the product to TEN2 to initiate a warranty claim.

All returned goods must be in their original packaging with all accessories and be in original condition. TEN2 is committed to complying with Australian Consumer Law.

Warranty

TEN2 offers a 12-month warranty to be free from defects in materials and workmanship by Australian consumer law. Customers may be required to provide evidence (such as photos) to substantiate their warranty claim. Upon approval, TEN2 will replace or repair the defect, at its discretion. Normal wear & tear, damage arising from abnormal use or abuse, products that have not been maintained, or have been modified and any indirect or consequential loss is not covered by the warranty. Minor variations in advertised size, colour or appearance are not covered by this warranty.

Unless otherwise specified, all products are intended for indoor use only. Products that have been used in an outdoor capacity, and are exposed to outdoor elements, whether undercover or covered will not be covered by the warranty. The warranty period commences on the date the item is delivered by the courier, or the purchase date when customers elect to pick up or purchase directly from the warehouse. Customers are required to provide proof of purchase when lodging a warranty claim. All Warranty claims should be emailed to: info@ten2.com.au

General Disclaimer

We endeavour to ensure that all the products on our website are accurately described, and we rely on information provided to us by our vendors. Unfortunately, on some occasions, our website may contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. All product photos are for illustration purposes only.

We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens, in different environments and under different lighting conditions. The shade of colour from screen to screen is not a fault or error. Furthermore, our products are manufactured using natural stone and materials which from time to time may differ in colour. Our products using natural stone may have slight imperfections which are characteristics of authenticity, this includes fossils and other natural blemishes. This will be classified as a change of mind and returning items based on change of mind will be at the expense of the customer.

To the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available or offered on our website are accurate, complete, reliable, current or error-free, nor do we make any warranty about the standard or quality of any of the products offered via our website.

We reserve the right to withdraw any products from our website at any time and/or remove or edit any materials or content on our website. Whilst we will make our best efforts to process all orders, there may be exceptional circumstances that mean that we may need to refuse to process an order after we have sent you an order confirmation, which we reserve the right to do at any time, at our sole discretion. We will not be liable to you or any other third party because of our withdrawing any product from our website, whether it has been sold or not, removing or editing any materials or contents on our website, or for refusing to process or accept an order after we have sent you the order confirmation.

Title

The title to the goods and ownership shall remain with TEN2 until the purchaser has paid all amounts owing whether under this agreement or any other associated agreement. in the event of any default by the purchaser, TEN2 (without prejudice to any other rights) shall be entitled to repossession of the goods and to repossess the goods TEN2 shall be at liberty to enter premises in which the goods are located and shall not be liable for any damage whatever incurred during repossession. if the purchaser sells the goods before payment of all sums owing, the purchaser shall hold the proceeds of such sale as trustee for TEN2. TEN2 shall be entitled to all such proceeds.

 

Pricing

All Recommended Retail Prices displayed or quoted by TEN2 are in Australian Dollars and include GST. All Wholesale Prices displayed or quoted by TEN2 are in Australian Dollars and include GST.  Prices are subject to change without notice. Prices are fixed at the time of sale. In the case of pre-orders, the product/s will be reserved for the customer at the point of sale for the agreed amount. Subsequent fluctuations in price after the point of sale will not be retroactively applied to your order. Customers are excluded from using the 7-day money-back guarantee to re-purchase the same product at a reduced price. TEN2 reserves the right to exclude a sale.

TEN2 reserves the right to make changes to these terms and conditions without notice.

 

Images are taken of the exact product and materials used. Colours may differ depending on monitor settings, shadows, lighting and other natural factors.