Unless the customer has another valid written agreement with House of Bamboo®, the following terms and conditions of online sales apply to and govern all sales made through the House of Bamboo® online store (www.houseofbamboo.com.au)
By purchasing products through the House of Bamboo® online store, you agree to the terms below.
Product prices are in Australian dollars (AUD), and are given inclusive of GST and exclude delivery charges.
Valid Visa, Mastercard, and American Express cards are accepted via third party payment gateway providers, eWay and/or Paypal. American Express cards will incur a 2.5% merchant fee. Visa and Mastercard incur a 1.5% merchant fee. Payment must be made in full using the House of Bamboo® Online Store approved electronic payment system at the time of placing your order. Incomplete or partial payment will not be accepted.
a. Processing of orders occurs during business hours of 9am through 5pm (AEST) Monday through to Friday, excluding public holidays in Australia. Orders are processed within 1-2 business days. Orders placed on the weekend or on a public holiday will not be processed until the next business day.
b. A correct delivery address, contact number, and email are required for order processing.
c. If your order is for a product that is out of stock, House of Bamboo® will notify you and offer the option of a substitute product (which may be a different price) postpone your order delivery until all items can be sent or cancel your order. If you choose to take a substitute Product, your order will be amended and a new acknowledgment will be sent to you via email by House of Bamboo® for approval for processing.
d. An email will be sent when your order is ready:
a. For pick up at our 13 Erith Street, Botany premises.
b. To leave our facility via our in-house delivery service or a select courier such as Hunter Express or RPM. An estimated date and time of arrival will be provided along with any appropriate tracking numbers. Packages must be signed for upon delivery. You can waive this right by selecting the option on the online order form.
c. Notice of transit damage or missing items must be made to House of Bamboo® Sales Support on 1 300 66 5703 within 48 hours of delivery of the order.
All goods purchased on houseofbamboo.com.au will be dispatched within 3-5 working days and will receive a tracking number sent upon dispatch to the order email address.
Please note, rural areas may add an additional day to delivery time frames.
Order delivery times are provided as guidelines only, and do not take into account possible delays caused by payment authorisation. We cannot be held liable for any delay in delivery and the above time is as provided to us by the freight company.
For the security of any delivery we strongly recommend a delivery address where someone is in attendance between the hours of 8:30am and 5:30pm Monday – Friday to sign for the goods. E.g. If you cannot be home all day it could be your work address instead of your home address!
OR you give us Authority to leave the parcel. You can even give more specific details such as: “leave at back steps, on veranda, behind gate et cetera”.
What is an “Authority to Leave”?
An authority to leave without a signature. This means that if you are not there to sign for the parcel the freight company has the authority to leave the goods without a signature.
In this instance, neither House of Bamboo nor the Freight Company will accept any responsibility for the continued safe custody of the goods or its security and no proof of delivery shall be required to be supplied.
Once an order has been dispatched, House of Bamboo is unable to amend delivery location or redirect parcel.
Cancellations, Returns & Exchanges
House of Bamboo® prides itself in being the Bamboo Specialist and is diligent in selecting the highest quality natural products. Keep in mind that you have purchased a natural product and it has natural limitations. Sizing, slight colour variations especially due to exposure to sunlight and ultra violet rays, knots, grain variation, gum/sap marks and mineral marks will occur. These variations are normal and not considered defects.
It is the customer’s responsibility to inspect the product upon delivery. If a defect is apparent, you must contact House of Bamboo® Sales Support on 1 300 66 5703 within 48 hours of receipt. It is up to the discretion of House of Bamboo® to arrange a replacement of refund. This policy does not apply to any products designated or sold as B-grade or sale items, which are sold “as is”. House of Bamboo® reserves the right to discontinue Products without notice. No refunds will be given if you have simply changed your mind.
Orders can be cancelled without penalty by written request prior to the order leaving House of Bamboo ®.
A 10% restock fee and return freight will be assessed if the customer wishes to return or exchange the product thereafter. Only products which are in new, undamaged condition will be accepted.
a. House of Bamboo® will collect and use personal information provided or collected through the House of Bamboo® online store for the purposes of identifying you and processing sales transactions. House of Bamboo® is bound by the National Privacy Principles under the Privacy Amendment (Private Sector) Act 2000. Information will be kept securely until legally able to be deleted.
b. Otherwise, information captured will be utilised to communicate with you in regards to our products and services as well as customer satisfaction. You will be given an option to unsubscribe, if desired.
c. If you provide personal information about someone else, you must ensure that they are aware of the House of Bamboo® policy and agree to House of Bamboo® collecting and handling their personal information in accordance with the policy.
Customer Service Support
If You have any queries regarding your House of Bamboo® Online Store purchase order, or if you need support for your Product, please contact House of Bamboo Sales Support at 1 300 665703.