Terms & Conditions
About these Terms and Conditions
These Terms and Conditions cannot be varied without our written consent. We may update these Terms and Conditions from time to time and the current version will always be shown on the Terms and Conditions page of our website. We encourage you to read these Terms and Conditions, and contact us if you have any particular questions. If you do not agree to these Terms and Conditions, you must not use our website in any manner.
Accessing our website
We will not be liable if for any reason our website is unavailable at any time or for any period. From time to time, we may need to restrict access to our website (wholly or partly), for maintenance purposes or other reasons.
We endeavour to ensure that all the products on our website are accurately described. Unfortunately, on some occasions it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. 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. The shade of colour from screen to screen is not a fault or error. 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.
The products we sell are either photographed or digitally produced to display on the website, however, due to different types, and calibration of computer monitors shading and colour may appear differently to the actual product colour. Whilst every attempt will be made by That Home Feel to ensure that the goods sold and delivered match in every respect any photos and description shown to you, any minor or immaterial variation, or change in colour between the photos online and the goods delivered shall not entitle you to reject the goods nor to claim any compensation for such variation or change.
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 which 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 by reason 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.
Prices, payment and GST
All prices displayed on our website are in Australian dollars and include GST. All payments are processed in Australian dollars. We accept payment by various methods including by Credit Card, PayPal and a range of other payment options as displayed on the website and during the checkout process.
After you have placed your order and we have processed your payment we will provide you with an order confirmation by email. This email does not guarantee that the product(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your product(s) and send you an email confirming that your product(s) has/have been dispatched. Once this email has been sent and the goods have been handed over to the designated carrier, the contract between you and us is complete. The sale contract is therefore concluded in Victoria, Australia.
In the unlikely event that a product is unavailable, we reserve the right to cancel your order prior to dispatch. We will contact you by email as soon as possible to let you know and issue a refund to the value of the unavailable product.
We reserve the right not to accept your order in the event that we are unable to obtain authorisation for payment, where we suspect fraudulent activity, or where you do not meet the eligibility criteria set out, or otherwise contemplated, within these Terms and Conditions or our website. We reserve the right to refuse to process or refuse service to anyone at any time at our sole discretion.
Should the product ordered becomes unavailable, a notification will be sent to you, along with a replacement suggestion where possible.
Order cancellation, by you
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage (which may take place within 15 minutes of receiving your order), in this case you will receive a refund of the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 12 hours, requests for cancellations need to be lodged as soon as possible after ordering. Once items have shipped, you cannot cancel them.
Please be advised, for Click & Collect, the same rules apply.
Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
Order cancellation by us
We reserve the right to cancel your Order if:
- If we have a stock supply issue
- Any of the products were listed at an incorrect price due to a typographical error or an error in the pricing information made by us;
- If you are not ordering from within Australia
If we do cancel your order we will notify you as soon as possible and will credit to you any monies you have already paid us relating to your order within 7 days of your order.
Although we appreciate that you may be disappointed in such circumstances we will not be able to offer you any compensation for disappointment you may suffer.
Delivery & Click and Collect
Thathomefeel.com.au gives you the ability to either receive your order by standard courier, or to pick up from one of our affiliate store.
Delivery Fees: The delivery price for each order is $22 and will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge.
Delivery time: Typically, items listed on the website will be dispatched from our warehouse within 24h business hours. In some cases, the estimated dispatch time frame will be longer, for example where items are out of stock but within 10 days of reaching our warehouse. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.
Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.
Delivery methods & locations: We work with a variety of courier services. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised.
We cannot deliver to PO boxes or Parcel Lockers because they’re usually too small to accept most of the items we sell. Our goods are delivered directly to your door and require a signature upon delivery.
You agree to pay any shipping and handling charges presented to you at the time you make a purchase.
We deliver most products Australia-wide.
Delivery failure: It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the price of your order, less the delivery and handling fees incurred by us.
Change of mind
If you are dissatisfied with an item, we want to quickly correct the problem. THAT HOME FEEL will gladly offer returns and exchanges on all full-priced online order if you realise that you purchased the wrong size or the style simply doesn’t suit your home.
All items must be returned unused, unopened, with original packaging to qualify. Items purchased while on sale are not eligible for refund, unless it is faulty.
Items are eligible for refund within 14 days of payment. Contact our customer Care team by email firstname.lastname@example.org
The customer must organise and pay for return shipments but feel free to use any cardboard box that fits the product, as long as it protects the product in its original packaging.
You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.
If you are returning your purchase because we made an error, we will pay for the shipping cost
Damaged in transit
Unfortunately items are occasionally damaged in transit.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or a video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partner to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged after it has been delivered to you, please take photos or a video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:
- Suggest a self repair
- Offer a partial or full refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us
If we require you to return the product to us, we will pay the cost of the return.
Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 7 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
Faults and Warranty Claims
THAT HOME FEEL offers a 12-month guarantee on all products.
THAT HOME FEEL warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or a video clearly illustrating the problem and contact us as soon as possible, ideally within 7 business days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:
- Send you any missing parts or components
- Suggest a method self repair
- Replace the product (subject to availability)
- Offer you an alternative product
- Offer a partial refund
This Faults and Warranties policy does not cover:
- Normal wear and tear
- Normal fading of fabrics and dyes
- Damage arising from improper assembly or modification
- Damage arising from abnormal use or abuse
- Damage, wear and tear as a result of improper or lack of maintenance and/or care
- Damage to external product packaging only
- Damage occurring during your own handling and transportation of goods from a Click & Collect pick up location
- Insignificant minor variations in dimensions, colour, grain or finish
- Insignificant minor imperfections or superficial blemishes
Within a period of 7 days following the delivery of Goods, we encourage you to examine the product ordered and to notify us of any damage, defects or parts missing to the order. This type of claim will be evident once the packaging is open and will not be a defect that evolves over time. No claim for marks, holes, scratches or defects on the fabric or product after that date will be accepted and will be considered due to misuse or general wear and tear.
If a defect arises within the 12-month warranty period, we can help you organise the return and cover the cost of return. No return can be done without contacting our customer care team.
This warranty is not transferable.
Your consumer rights
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 for compensation for any other reasonably foreseeable loss or damage. 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.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.
Events Beyond our Control
We shall have no liability to our customers for any failure to deliver Goods ordered or for any delay in doing so or for any change of the specified delivery date or for any damage or defect to Goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, third party default, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.