Terms & Conditions of Sale, Delivery & Product Care

These Terms apply to both business and consumer customers. Nothing in these Terms excludes, restricts or modifies any right you have under the Australian Consumer Law (ACL).

1 | Made-to-Order Philosophy

Most Dill & Johan pieces are made to order. We do this to:

  • Reduce warehousing costs, passing savings to you.

  • Build each item fresh for your order, ensuring superior material quality and craftsmanship.

  • Offer extensive custom options (finishes, sizes, upholstery).

A small selection of décor items may be Ready to Ship. Unless a product page expressly states “Ready to Ship,” please assume items are made to order.

1.1 | Product Origin

Unless otherwise stated on the product page or in writing, all products sold by Dill & Johan Furniture are imported from overseas suppliers. You acknowledge that imported goods may be subject to customs inspections, import duties, taxes or fees—and may incur longer delivery times.

2 | Lead Times & Delivery Windows

Category Typical arrival* Notes
Ready-to-Ship (Sea Freight) ~ 6 weeks Packing, sea freight, customs clearance, last-mile courier. Customs delays may apply.
Made-to-Order (Standard Sea) 6 – 10 weeks May extend to 13 weeks or longer during peak periods or due to unforeseeable events (logistics delays, customs delays, raw-material shortages, etc.).
Express / Air Freight 2 – 4 weeks ~ 2 weeks for ready-to-ship; up to 4 weeks for made-to-order. Customs delays may apply. Buyer pays surcharges.

*Lead times begin upon cleared payment and final approval of all specifications. All timeframes are good-faith estimates only and not guaranteed delivery dates.

2.1 | Unforeseeable Delays & Extension of Time

Delivery dates are provided in good faith and reflect our best estimates at the time of order. From time to time, events outside our reasonable control may disrupt production or shipping schedules. These may include (without limitation) port or transport strikes, industrial action, natural disasters, pandemics, supplier shutdowns, shipping container shortages, customs inspections or holds, or other force majeure events.

If such an event occurs, Dill & Johan Furniture may extend the delivery timeframe by at least the length of the event and a reasonable recovery period thereafter. We will notify you promptly of any such delays, provide a revised estimated arrival date, and keep you informed of progress.

Such delays do not constitute a breach of our agreement, and (to the fullest extent permitted by law) do not entitle the purchaser to cancel the order or claim a refund or compensation solely due to the extended timeframe.

In rare cases where a force majeure event makes it impossible or impracticable to fulfil your order (for example, if a supplier is unable to produce the item at all), Dill & Johan Furniture reserves the right to cancel the order. In such a case, we will refund any amounts paid as your sole remedy.

3 | Shipping Options & Cost Allocation

  • Standard Sea Freight: Included in your invoice unless otherwise stated.

  • Express Air Freight: Available on request. All extra freight, handling, insurance and related fees are payable by you in advance.

4 | Returns, Cancellations & Change-of-Mind

All sales are final. We do not accept cancellations, refunds or exchanges for change of mind—on either ready-to-ship or made-to-order items—unless required by the ACL.

ACL example: If an item arrives with a major defect (e.g. a structurally unsafe crack), the ACL entitles you to choose a refund, replacement or repair.

5 | Consumer Guarantees

In addition to these Terms, the ACL provides you with statutory guarantees that goods will be of acceptable quality, match their description, and be fit for purpose. Where a failure is deemed major, you may elect a refund or replacement regardless of any other clause herein.

6 | Warranty & Product Care

  • We back every product with the ACL’s consumer guarantees.

  • Natural variations (timber grain, marble veining, leather patina) and fair wear and tear are not defects.

  • Warranty may be voided by misuse or failure to follow care instructions.

  • See our Product Care Guide (below) for maintenance tips.

7 | Limitation of Liability

To the maximum extent permitted by law, Dill & Johan excludes liability for indirect, special or consequential loss (including lost profits, missed events or business interruption).

Our total liability is limited, at our choice, to resupplying the goods, replacing them, or refunding their price.

These limits do not restrict your non-excludable ACL rights.

8 | Payment Terms

  • Full payment is required to confirm orders, unless otherwise agreed in writing.

  • Production or dispatch will not commence until full payment is cleared.

  • Late payments may attract interest where permitted by law at 1.5 % per month (calculated daily) and may incur storage or redelivery fees.

9 | Title, Risk & Transit Protection

  • Title passes to you upon cleared payment.

  • Risk transfers to you once the goods depart our overseas warehouse.

Transit Protection

  1. If goods are lost or damaged in transit, notify us as soon as practicable (ideally within 48 hours) and retain photos and packaging.

  2. We will, at our option, repair, replace or refund the affected goods up to the invoice value at no cost to you.

  3. For formal transit insurance (all-risk, hull cover, etc.), request this before dispatch. We will arrange cover at cost once you pay the premium.

Inspection Upon Delivery

  • Record visible damage on the carrier’s paperwork.

  • Report concealed damage as soon as practicable to qualify for cover.

Storage & Redelivery

  • If you cannot receive delivery, you are responsible for any carrier storage or redelivery fees.

On-Site Handling

  • Post-delivery damage (improper lifting, dragging, etc.) is not covered by transit protection or warranty.

10 | Dispute Resolution

  • Notify us in writing of any dispute; allow 10 business days for our response.

  • If unresolved, both parties agree to mediation in Victoria before court action (without prejudice to urgent relief).

11 | Governing Law

These Terms are governed by the laws of Victoria, Australia, with both parties submitting to the Victorian courts’ non-exclusive jurisdiction.

12 | Colour & Dimensional Tolerances

12.1 | Purpose

Handcrafting and natural materials cause slight variation. This clause sets fair limits, outlines customer duties and preserves ACL rights.

12.2 | Colour Variations

Our pieces are handmade from authentic timber, marble, onyx, metals and natural fabrics. Because these materials form in nature, every item is unique.

Natural variations to expect

  • Timber & marble: grain, veining and tone will differ from slab to slab.

  • Onyx (e.g. pink onyx): may show streaks or patches of yellow, grey or white.

  • Fabrics & metals: dye lots and patinas vary; minor size or finish tolerances apply.

  • Screens: digital displays can shift how colours appear.

These differences are inherent characteristics and not faults under the Australian Consumer Law (ACL).

Samples

  • Small samples (~100 mm × 100 mm) are available for a small fee.

  • Samples are indicative only; pattern and colour on a full-size piece (e.g. a 450 mm-diameter tabletop) will differ.

  • Larger/extra samples can be arranged where practicable (additional fees apply).

Your rights

This notice does not limit the consumer guarantees provided by the ACL. If your product suffers a major failure, you are entitled to the remedies set out in the legislation. Normal, naturally occurring variations described above do not constitute a defect.

12.3 | Dimensional Tolerances

Largest dimension ≤ 1 m → ± 10 mm or ± 1 % (greater)

 1 m – 2 m → ± 15 mm or ± 2 %
 2 m → ± 20 mm or ± 3 %
Measured after installation in normal indoor conditions. Variations within these limits are not fa2lts or grounds for compensation.

12.4 | Customer Responsibilities

• Check doorways, stairs, slopes & site constraints before ordering. It is the buyers responsibility to inform us of any constraints similar to above in detail that may make delivery difficult before ordering. Dill and Johan will not be responsible for delivery failure due to lack of this information. Additional charges may apply to customer.
• Need tighter tolerances? Tell us in writing before ordering(extra cost/lead‑time may apply).
• Maintain RH 40–60 % & 15–28 °C; allow 48 h to acclimatise.

12.5 | Exceeding Tolerances

Variation beyond limits that materially affects fit, function or appearance → you may choose repair, replacement or refund (s 259 ACL). We may request photos or inspection access.

12.6 | Statutory Rights Unaffected

Nothing here limits your ACL rights.

13 | Product Care Guide (Summary)

• Dust with a soft, dry cloth.
• Blot spills immediately—do not rub.
• Avoid prolonged direct sunlight.
• Use felt pads under feet.
• Tighten fittings every 6 months.
• Use pH‑neutral cleaners where appropriate.
For full care instructions, see our Product Care page.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage under ACL. 

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 under ACL.

By placing an order, making payment or signing a quote, you confirm you have read, understood and agreed to these Terms & Conditions.