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 rights you have under the Australian Consumer Law.

 

 

1 | Made-to-Order Philosophy

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

  1. Reduce warehousing costs, passing savings to you.

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

  3. 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.

 

 

2 | Lead Times & Delivery Windows

Category

Typical arrival*

Notes

Ready-to-Ship (Sea Freight)

~ 6 weeks

Packing, sea freight, customs clearance, last-mile courier.

Made-to-Order (Standard Sea)

6 – 10 weeks

May extend to 13 weeks during peak periods or due to unforeseeable events.

Express / Air Freight

2 – 4 weeks

~ 2 weeks for ready-to-ship; up to 4 weeks for made-to-order. Buyer pays surcharges.

*From cleared receipt of full payment and finalised specifications.


2.1 Unforeseeable Delays & Extension of Time

Delivery dates are estimates only. If delayed by events beyond our control—port strikes, customs holdups, extreme weather, pandemics, raw-material shortages, government action, etc.—the delivery window extends by the length of the delay. We will notify you promptly with revised estimates.

 

 

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

  1. Title passes to you upon cleared payment.

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

  3. Transit Protection:

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

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

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

  4. Inspection Upon Delivery:

    • Record visible damage on the carrier’s paperwork.

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

  5. Storage & Redelivery:

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

  6. 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 | Product Care Guide (Summary)

  • Dust with a soft, dry cloth.

  • Blot spills immediately—do not rub.

  • Avoid prolonged direct sunlight.

  • Use felt pads to prevent scratches.

  • Tighten fittings every 6 months.

  • Use pH-neutral cleaners where appropriate.

For detailed care instructions, visit our Product Care page.

 

 

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