Terms & Conditions
The Elkstone warranty period commences from the date of delivery. The period of the Warranty will be:
12 month manufacturers warranty.
All Elkstone products come with a 12-month manufacturer’s warranty. The warranty covers manufacturers defects and issues which clearly have arisen during the manufacturing process. Small pits may be present in Elkstone products, this is a natural occurrence from the moulding process. All products are Quality Controlled in the manufacturing facility by QC experts before being delivered to customers across the world. By not adhering to the care and maintenance guidelines below, may result in staining, damaging, chipping, cracking, discolouring, scratching, breaking or other damage which is the consumers fault and not the manufacturer’s fault.
Avoid unnecessary forces like heavy metal trays, chairs on the table, sharp objects. Do not cut on the surface. Avoid dragging objects across the surface.
Always Use Trivets. Hot surfaces may damage the surface sealer. Always use trivets to avoid burns or discolouration to the surface. Small cracks or warping may appear on this surface if hot items are placed directly on the Elkstone products. Use trivets when placing pots or planters, some pot materials can cause discolouration. Use trivets underneath any form of liquid vessel, this will avoid any absorption into the Elkstone product
Do not use harsh cleaning chemicals such as acids, bleaches, citric or potent cleaners. If a drink or food is spilt on the table, simply clean it off immediately with a soft cloth and if needed, warm soapy water
Elkstone tops have been sealed to be water resistant, however if water or liquid are placed on the Elkstone items, simply wipe them off immediately. Avoid placing liquid vessel directly onto product, this will avoid any water absorption.
Tested for cold temperatures but advised to take inside in extreme conditions.
Outdoor Use in covered areas only. Do not expose the tabletop to direct sunlight. Extreme heat absorption may cause tension inside the material and the surface. Small cracks may appear and/or warping to the surface if the Elkstone product gets too hot. When used outdoors undercover, cover Elkstone product with protective cover when not in use.
Avoid hard objects coming in contact with the edges of the Elkstone surface as this may lead to chipping or cracking.
Solid timber is a natural product and is responsive to changes in the environment. Small pits may be present in Elkstone products, this is a natural occurrence from the moulding process. Any movement, cracking, joint separation, bowing, splitting, or colour change in timber is not warranted. These are a natural phenomenon of timber, not a fault, and add character to the pieces. As our timber finishes are subject to everyday wear and tear, they cannot be warranted.
Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floorstock, clearance items, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product.
Elkstone's liability under this warranty is to replace, repair or refund (at its discretion) any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes unless previously specified. Warranty excludes any freight costs associated with the return of faulty goods and re-supply of replacement items.
PRODUCT CARE GUIDES
Product care guides are an essential resource for anyone who wants to keep their furniture in excellent condition. By clicking on the link here, you can learn more about caring for Elkstone furniture. These guides provide valuable information on how to clean, maintain, and protect your furniture to ensure it lasts for many years to come. Whether you are a homeowner or a business owner, investing in the care of your furniture is a smart choice that can save you time and money in the long run.
Payment of an order indicates confirmation that the item/s listed on the order paperwork are true and correct including item code/s and description. Payment in full must be received before the dispatch of all orders. Payment in full or (if agreed by Elkstone) a 50% deposit is required to secure all stock for any forward orders.
Pricing is subject to change without notice.
Payment in full or (if agreed by Elkstone) a 50% deposit is required to secure stock for all orders. If the customers deposit payment has not been received and stock sells out, the customer’s order will be allocated to the next available shipment. Elkstone does not guarantee the availability of stock without deposit payments.
QUOTED LEAD TIMES
Elkstone quote an approximate lead time at the receipt of your order, based on expected manufacturing and shipping times at time of purchase. Quoted lead times may change beyond our control, which may lead to a delay in your order being delivered on quoted ETA’s. Deliveries can be delayed due to changes in shipping schedules, carrier delays, workforce shortages and material shortages.
PICK UP AND DELIVERY OF GOODS
Pick Up: Customers may pick up their ordered furniture goods from Elkstone at 4/25 Kerryl Street, Kunda Park, 4556, Queensland unless otherwise directed or arranged. 24 hours’ notice is required for all pickups from Elkstone. Goods will only be released once payment in full has been received into Elkstone bank account. Elkstone cannot assist in or be held responsible for damages relating to freight bookings that are independently arranged.
Delivery of goods: Delivery of goods are subject to availability. Please check with our office on availability and product lead-times. Elkstone will determine the appropriate shipping method and carrier for your goods. Delivery of goods (Freight) is an additional charge to be added to invoices for payment or added to your online order at checkout. Elkstone will endeavour to find the best freight price and most appropriate carrier for the appropriate transport required for each order. Due to the nature of freight deliveries, we encourage you to request at the time of ordering “Authority to Leave – ATL” on your booking. If “Authority to Leave” is not provided, there may be additional redelivery charges for failed (futile) deliveries. This charge is a minimum of $60.
Elkstone cannot assist in or be held responsible for damages relating to freight bookings that are independently arranged.
All products should be inspected immediately upon arrival. If any items are received with damages, notify Elkstone immediately for us to assist in resolving the situation. We will work with you to resolve any issues as quickly as possible, which may include making insurance claims, offering to arrange repairs and in some circumstances replacements. Clear photographs and videos of the product and carton damages must support all damages that are reported. Any broken parts MUST be kept and may be asked to be returned together with original cartons. Damaged stock returned with missing parts or cartons will not be actioned until all parts and cartons have been returned.
RETURNS AND REFUNDS
7 Day Return Policy – Elkstones 7-day return policy covers all non-commercial purchases made through the Elkstone website or shopfront (excludes clearance items). This policy covers all customers not satisfied with the quality of our goods. The 7-day return period will commence from the date you receive the goods.
Once a refund is requested in writing to email@example.com within this 7 day period and determined to be eligible, Elkstone will refund the purchase price of the goods and your account should be credited within 10 business days of the goods arriving back to Elkstone in the original condition they were received. Your refund will not include the delivery charges incurred in getting the goods to and from the customer. Goods must be returned in their original packaging and boxes to be considered for a full refund.
Damaged goods received back, where original packaging has not been used, will not be refunded. Elkstone will organise return freight for damaged items that are being returned or refunded. The customer must package the goods up in the original packaging and provide a date to Elkstone to organise the pickup from them. If the delivery driver attempts to pick up the goods on the said day/date and the driver cannot pick them up, a minimum $75 ‘futile pick up’ fee (per futile pick up) will be passed onto the customer to pay. This fee/s may be taken out of the refund of goods provided to the customer.
CHANGE OF MIND FEES (Pre-Delivery & Post-Delivery)
Elkstone offers a Change of Mind option BEFORE furniture items have been dispatched or delivered for standard orders. For Change Of Mind Post Delivery, please revert to the returns and refunds paragraph above. If for any reason you change your mind about your furniture purchase prior to dispatch/delivery, we offer a change of mind return policy. Depending on how you pay for your furniture items, different money merchants charge Elkstone different fees, even if it’s a refund. If the cancelation or return adheres by the other terms and conditions, Elkstone can provide a full refund less delivery fees and the fees the merchants charge Elkstone with. For example, If a customer purchases a bench seat for $100 using a credit card, then changes their mind and returns the chair in agreeance with our T&C’s, the customer will receive a refund of $100 less a 1.55% amount plus 30 cents. The total refund amount will be $98.15. ($100 less 1.55% plus 30 cents).
- Credit Card payments: 1.55 % plus 30 cents per transaction. There is an additional 1% fee for international and currency conversion transactions.
- Paypal: 2.2% plus 30 cents per transaction.
- Zip: (around 4.4% + 0.30 cents). Note: this rate fluctuates, as we spoke, please use 4.4%.+ 0.30 cents
EXCHANGE OF GOODS
In certain circumstances and under the sole discretion of Elkstone, we may authorise an exchange for change of mind. Additional freight charges for exchanging the product/s will incur additional delivery fee/s. These fee/s are not the responsibility of Elkstone. Any exchanges must be made within 7 days of receiving the goods. All items must be returned in original, undamaged packaging and in original, undamaged condition with an approved Elkstone staff member and courier. Any items received damaged will not be accepted for an exchange.
Elkstone manufactures its products from natural materials, recycled timbers and uses handmade processes in many of its products. Irregularities in shapes, colours, surfaces and finishes may be present and these imperfections are celebrated as part of the unique and natural characteristics of our products. Grain and colour variations in timber are not considered faults. Due to the handmade nature of some products, specifications in size, shape and finish may differ slightly from those stated or shown on our website or social media accounts. Small pits may be present in Elkstone products, this is a natural occurrence from the moulding process. As every monitor displays different colour tones, the colour of pictures on our website and social media cannot be taken as a true colour indication of the actual products. Some products may appear to vary from website images. Elkstone try to provide the most accurate images and colouring possible, in some instances and due to the nature of natural products, colouring may differ from product to product and from picture to product.
SALES AND OFFERS
Elkstone occasionally provide sales and offers to our new or repeat retail customers. All sales and offers advertised by Elkstone exclude wholesale and trade account holders from the sale and offer unless it clearly states otherwise. All sales and offers exclude already discounted, clearance or on sale items. Duration of sales and offers will last for 72 hours unless stated otherwise. Elkstone reserves the right to end a sale or offer at any time. Sales and special offers have no rain checks and exclude the use of any other promotional code, verbal agreement or coupon. Discounts exclude delivery costs. All orders place during promotions are final with no change of mind or refunds. If items arrived damaged please follow damaged goods T&C's.
CANCELLATION OF ORDER
A 20% restocking/storage fee will be applied to any order that has been held for 4 weeks or longer at the customers’ request and is subsequently cancelled, where goods are in stock and have been stored at Elkstone.