Terms of service

Last updated: 11 August 2026

General

The customer accepts these Terms and Conditions of Sale when an order is placed with Customea and constitutes a binding Agreement between you, (“the Customer” “You”) and Customea (“Us” “We”). 

Customea reserves the right, at its sole discretion, to change, modify, add or remove parts of these Terms and Conditions at any time. It is the Customer’s responsibility to check these conditions regularly for any changes and as such, Customea is not liable for any damages or any costs incurred by the customer because of typographical errors or outdated information on this website. Changes apply from the time you have accepted the Terms (in conjunction with any new purchase), or 30 days after we have informed you about the changes. 

You must be over the age of 18 to purchase any goods or services from Customea.

Where any clause or term above would by any applicable statute be illegal, void, or unenforceable in any State or Territory then such a clause shall not apply in that State or Territory and shall be deemed never to have been included in these terms and conditions in that State or Territory. Such a clause, if legal and enforceable in any other State or Territory, shall continue to be fully enforceable and part of this agreement in those other States and Territories. The deemed exclusion of any term pursuant to this paragraph shall not affect or modify the full enforceability and construction of the other clauses of these terms and conditions.

This agreement and this website are subject to the laws of NSW and Australia. If there is a dispute between you and Customea, that results in litigation, then you must submit to the jurisdiction of the courts of NSW.

Products & Pricing

Customea does not warrant that quality, suitability or usage of our products conform to your expectations.

Viewing our product images through a device or computer screen may alter the appearance of the colours. The images of our products should be deemed illustrations and as such these illustrations cannot be guaranteed to reproduce the actual goods you receive, or the products exact appearance.

Customea reserves the right to change, alter or modify the design, dimensions, construction or costing of any item without prior written notice.

If a product you have purchased is not available, due to circumstances beyond our control, we will contact you to discuss alternative options.

All prices are shown in Australian Dollars and include 10% Goods and Services Tax.

Customea is entitled to charge a credit card fee to applicable transactions. 

Customea is not liable for any damages or any costs that occur in conjunction with mounting and usage of our Products.

Shipping, Delivery & Additional Freight Charges

Customer Responsibility for Delivery

Before placing an order, the customer is responsible for ensuring that their nominated delivery address is suitable and accessible for the delivery of the products ordered. This includes considering the size and weight of the products, crates and/or pallets, property access, road access, site restrictions, unloading requirements and any other circumstances that may affect delivery.

The customer must notify Customea before placing an order of any known or potential delivery restrictions or special requirements, including but not limited to difficult or restricted access, narrow roads, steep driveways, apartments, loading restrictions, remote or regional locations, tailgate requirements, crane or forklift requirements, hand unloading, redelivery requirements or any other circumstance that may result in additional freight or delivery charges.

Additional Shipping Charges

Shipping charges calculated or collected at checkout may be based on the information available to Customea at the time the order is placed.

Where additional freight, carrier, access, handling, redelivery, remote-area or other delivery charges become applicable, the customer agrees to pay those additional charges in accordance with our Shipping Policy before the order is dispatched.

By placing an order, the customer acknowledges that they have read and accepted our Shipping Policy and agree that additional shipping charges may become payable prior to dispatch where applicable.

Custom-Made Orders and Cancellation

Our products are custom-made to the customer's specifications and production may commence shortly after an order is placed.

Once an order has entered production, a customer cannot cancel the order or request a refund solely because:

  • additional shipping or delivery charges have become payable in accordance with our Shipping Policy;

  • the customer does not wish to pay an applicable shipping or delivery charge;

  • the delivery location is difficult, restricted or unsuitable for standard delivery;

  • the customer failed to disclose relevant access or delivery requirements; or

  • the customer is unable or unwilling to receive the products at the nominated delivery location.

Refusal or failure to pay an applicable additional delivery charge does not constitute cancellation of the order.

Where an order has been manufactured and/or crated and is awaiting dispatch, Customea may hold the goods until all outstanding delivery charges have been paid and suitable delivery arrangements have been confirmed with the customer.

The customer remains responsible for providing an appropriate delivery location and for any additional costs reasonably incurred as a result of inaccurate or incomplete delivery information, unsuccessful delivery, restricted access, redelivery, storage or alternative delivery arrangements.

Nothing in this clause or our Shipping Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Payment

Full payment is required at time of ordering.

Additional shi[pping fees are required to be paid at the time of shipping.

Payments on Customea’s website are made via third parties and as such You agree that it is these third parties payment service’s conditions that apply in its entirety when it comes to Your payment. If there are any problems in regards to Your payment transaction, Customea will not be held responsible for any problems relating to payments and You are directed to contact the respective payment service provider.

Timeframes & Delivery

Delivery timeframe of your order will depend on the items ordered, the location of delivery and the freight company’s availability. 

Items that are in stock (handles) will be dispatched within 1-2 business days. If you have ordered a combination of stock and made-to-order items, all items will arrive with the made-to-order items (the longer delivery time).

Items that are made to order (all joinery items) typically take approximately 4-6 weeks to be produced (raw, painted & laminate only. Shipping could take an additional 1-2 weeks or more depending on the courier. Once your items have been produced and are ready to be sent, we will engage the third-party freight company. You will then receive an estimated delivery time. As this is handled by a third-party, Customea will not be held responsible for any delays caused by the freight company and will not compensate any costs or lost earnings associated with the delay.

Delivery via a third-party freight company is usually between business hours, Mon-Fri. A standard delivery is a delivery to ground level, as close to your gate (for apartments) or your property boundary (for houses) as the truck can get. Additional requests need to be made and accepted in writing and may incur additional charges.

Collection & Delivery Window

We will notify You by email when Your order is ready. From the date of that email, You have 7 days to collect Your order, or to book and accept delivery of it.

For pickup orders, You must book a collection time and collect Your order within 7 days. For local delivery orders, You must book a delivery day and be available to receive the delivery within 7 days. For freight orders, Customea books the courier on Your behalf and You must be available to accept the delivery when it arrives, which may be earlier than expected.

We will send You reminders by email while Your order is awaiting collection or delivery, including a reminder before the 7 days have elapsed.

If Your order has not been collected, or delivery has not been booked and accepted, within 7 days of the date We notify You that it is ready, a one-off storage fee of $250 will apply. Your order will not be released until that fee has been paid in full. We will issue You an invoice for the fee. This storage fee is charged by Customea and is separate from any storage or holding fee charged by a freight depot or courier.

If You are unable to collect or receive Your order within that period, please contact Us at info@customea.com.au before the 7 days have elapsed and We will do our best to make alternative arrangements.

Damaged or Wrong Items

It is the customers' responsibility to check their order within 24 hours of receiving it, to advise of any damage in transit or other issues. It is also highly recommended to unpack the items as soon as possible and not leave them in the shipping crate, as this is tightly bound and may lead to bowing. 

If you have received a damaged item upon delivery, this will need to be noted by the delivery driver upon receipt and photos (with and without packaging) need to be reported through your order page, the link to which is included in every order email we send you, or sent to info@customea.com.au within 24 hours of delivery. We will be in touch to discuss replacement items. Complaints after 24 hours will unfortunately not be accepted. 

Returns, Refunds & Exchange

Stocked items (handles) can be returned within 14 business days, only if they are undamaged and still in their original packaging. The customer is responsible for packing the Product so it will not be damaged during the return transportation and is responsible for all costs associated with the return. There is a 20% re-stock fee that will be deducted from your refund.

For our made-to-order products (joinery),  no returns, exchanges or refunds can be issued on the basis of an incorrect order or change of mind after 24 hours. We will under no circumstance provide a refund if you refuse to pay additional shipping fees (due at the time of shipping).

We do not provide refunds for goods damaged through wear and tear.

If you have received a damaged item upon delivery, this will need to be noted by the delivery driver upon receipt and photos (with and without packaging) need to be reported through your order page, or sent to info@customea.com.au within 24 hours of delivery. We will be in touch to discuss replacement items. Complaints after 24 hours will unfortunately not be accepted. 

Advice & Links

The advice and information contained on this website, linked websites or information communicated to you, is provided as general information and guidance only, and does not take into account your specific, personal situation or design requirements. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Customea will not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with, use or reliance on any goods or services available on or through any third party website.

Intellectual Property

Customea owns the copyright and any other intellectual property rights of our products and of all material on this website including, but not limited to, the design, layout, look, appearance, graphics, images & photographs, names, logos and documents on this website, as well as all text.

You may not copy, reproduce, publish, distribute, modify, create derivative works of, rent, lease, sell, transfer, display, transmit, compile or collect in a database, or in any manner commercially exploit any part of the Customea website content or our services in whole or in part unless expressly authorised by Customea or the relevant third party owner.