Terms and conditions

Deposits and payments

A non-refundable 50% deposit is required prior to order commencement. The final 50% payment is due prior to dispatch/collection of the order. Full payment (non-refundable) up front is required for all interstate orders (all states other than NSW). Your order will not commence or booked in the schedule until full payment is received. By making payment, you agree to all terms & conditions.

Custom orders

No refunds and returns will be accepted on custom made pieces and bespoke projects. A non-refundable 50% deposit is required prior to order placement (NSW only, full payment required upfront for all other states) with the balance due prior to delivery/collection. By making payment, you agree to the full terms and conditions as well as the final design and details of the project. Should any changes be made to the design or project before completion, further charges may apply.

Refunds and returns

We do not accept refunds or returns for all change of mind orders and all custom projects. If you are unsure of the type of product/finish/timber you would like, please feel free to reach out to us at enquiries@thewoodlabau.com as we can assist you with samples, imagery and more information. As timber is a natural product, variations in grain, texture, and colour is to be expected. We do not offer returns or refunds based on the appearance of the timber as all variations are naturally occurring and a beautiful characteristic of the timber. We cannot guarantee matches to existing pieces due to these naturally occurring variations.

Faults and damage

If you believe your piece is faulty or damaged, please contact us within 7 days of delivery. We will assess the item & advise the next steps accordingly. As timber is a natural product and is highly responsive to its environment, you can expect to see changes in the timber as well as some movement, splits or cracks as a result of changes to humidity. Please note that any cracks, movement, splits, bowing or changes to the timber from the environment will not be considered faulty or damaged, nor are they warranted. Please refer to our product care for more information.

Order changes and cancellations

Changes to all orders must be discussed with The Wood Lab as soon as possible. Some changes may not be possible (such as timber selection), and any changes to the design / quantity of pieces may incur additional charges, due along with the balance of your order prior to delivery.

Orders may be cancelled at any time, however the 50% deposit (NSW orders) is strictly non-refundable. For orders paid in full up front, we can accommodate a 50% refund on cancellations.