Terms & Conditions

TERMS & CONDITIONS

Each piece of timber is unique  

There exist natural variations in wood, including knots, cracks, colour, veins, worm holes and grain. These are unique to every tree and piece of timber, and therefore furniture and joinery. These are not considered to be faults but serve to make each and every piece individual.

If you’re not one to appreciate these natural variations of solid timber or would like a cleaner look, then maybe veneer is a better choice for you. Please speak with our friendly staff for other material options before confirming your order.

Charges will apply to remanufacturing of furniture if you’re not happy with the timber, as variations are a natural phenomenon and not a manufactures fault.

Over time, natural factors may lead to deterioration of the timber such as expansion, shrinking, or discolouration. Small splits and cracks may develop, adding character to the piece. Our Furniture Care Guide provides expert tips to maintain your timber, it can be found here.

Deposit

All custom furniture pieces, benchtops and vanities are made to order. A 50% deposit is required to commence your piece and secure your place in line. Receipt of your deposit confirms that the details on your order are correct. The remainder is due on completion of the order. Once work has commenced, 50% off the full cost will be retained by RAW Sunshine Coast to cover material costs if the order is cancelled.

Returns, Exchanges & Warranty

We take great pride in our products, and we hope you’re delighted with your purchase from RAW Sunshine Coast. At RAW we design and handcraft durable and high quality furniture. Our furniture pieces are designed and constructed allowing for the timbers natural expansion and contraction depending on its surroundings, even old reclaimed timber continues to move, warp and crack and this should be expected. However if you encounter a major problem, RAW happily offers a 12 year structural warranty and will repair or replace a piece with a manufacturing defect. Please see our full warranty here. Pick-up and delivery is not included in this warranty. If the piece has a manufacturers fault, under the Australian Consumer Law you are entitled to a replacement or refund for a major failure and for compensations 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.

Returns or exchanges are not accepted on custom made pieces if you change your mind. Please be sure to read and follow the furniture care guidelines as RAW Sunshine Coast will not be responsible for any damage caused by the consumer.

Please contact us immediately to discuss any issues.

Production Time

You can expect your handcrafted piece to take approximately six to eight weeks to be constructed. This may however vary depending on the availability of materials selected and the time of year.

Alterations

Any alterations to the order need to be made immediately in writing (email, text message). No alterations can be made once construction has commenced. Additional charges will apply if this occurs.

Finishes

We proudly use OSMO PolyX oil on all RAW Sunshine Coast timber products (unless otherwise specified). This high-quality finish penetrates deep into the wood, forming a low-maintenance, protective barrier.

No chemicals should be used on the finished timber, nor should any abrasive products or cloths as these will break down the finish. Clean with a lightly sprayed water-based cleaning product. It is recommended that an OSMO maintenance kit be used to prevent deterioration. Read more about OSMO here.

We also offer 2 PAC non-grain filled and grain filled options on request (extra charges apply). Speak to our friendly staff for more information.

Delivery

Delivery is not included unless stated on your order.

Installation

Installation is not included unless stated on your order.

All electrical and plumbing must completed by a licenced tradesman. RAW Sunshine Coast staff are not permitted by law to complete any of these works. Please ensure that electrical and plumbing trades are advised of the installation times and that all works have been completed prior to install date.

Additional charges on an hourly rate will apply if sites are not ready on arrival, including travel.

Caring for your timber – the dos and don’ts  

Our full Care Guide can be found here

Warranty

Our full Warranty can be found here

Damage in Transit

We take great care in packaging our creations, but in the event that you receive a product that appears to have been damaged in transit you should:

  • refuse to accept delivery of the product,
  • take a photo of the damaged box/product
  • direct the courier to ‘return goods to sender’ and
  • contact us within 48 hours at custom@rawsunshinecoast.com.au

Got another question?

If you’ve got any further questions, we’d be more than happy to answer them. So please don’t hesitate to give us a call on 0413 111 595 or send us an email to custom@rawsunshinecoatst.com.au