Welcome to Relm Furniture

Terms & Conditions

  1. General
  • Relm Furniture is owned and operated by Hail Design Pty Ltd (ACN 085 121 133) a company incorporated in Australia (“Relm” “us” “our” “we”).
  • Relm is a manufacturer and retailer of custom, handmade furniture.
  • These Terms and Conditions apply to the products sold by Relm either through the website relm.com.au (“the Site”) or by direct contact with us. Use of the words “you”, “your” and “customer” is a reference to our customers and visitors to the Site.
  • We may make changes to the Site, these Terms and Conditions, and the products we offer at any time without prior notice. Relm encourages you to visit our frequently asked questions page http://shop.relm.com.au/faqs or contact us if you have any queries about these terms or our products.
  • Our products are not available for re-sale unless subject to an agreement with us.


  1. Agreement
  • These are the terms upon which Relm makes and sells furniture to customers. These terms and conditions will form the agreement between Relm and the Customer (“the Agreement”).
  • By placing an order for Relm furniture you acknowledge that you have read, understood, and agree to be bound by this Agreement.
  • These terms and conditions can only be varied in writing by agreement between Relm and the Customer.


  1. On-line purchases
  • All photographs of products are provided as a guide only. The colour of products may appear differently to the actual colour, due to the resolution of individual monitors, computers, devices, or lighting variations. We recommend that you contact us to request timber swatches for further clarification.
  • By placing an order on-line you agree to purchase the product based on the design and specifications as described on the Site. You should ensure you read the product specification prior to ordering your product as we do not provide refunds for a change of mind.
  • Products advertised on-line are made to order so you should allow a 6 to 8 week period for your piece to be created.
  • Products will be made as close as possible to the product specifications, but all products are hand-made so slight variations can occur. This is what makes each Relm product unique. Working with different types of timber means that there will also be variation in timber colour and grain between products (see Timber Disclaimer below for more information).
  • Once you submit your order you have authorised us to commence creating your products for you. Our cancellation and changes policy will apply from this time.


  1. Custom designed purchases
  • We provide a free consultation where we discuss your requirements, and design and style specifics. Our quote will be based on this consultation so you should give us as much information as possible so that we can create a product to satisfy your needs.
  • After our consultation Relm will provide you with a quote for the cost of making your product, including delivery charges. Our quotes are open for 30 days, after which time prices may vary.
  • Relm will then provide you with a 3D sketch of the design created based upon your instructions. This is an indication of what your product will look like.
  • Once you approve the 3D sketch, Relm will provide you with a technical plan (similar to architect drawings) showing the product specifications.
  • The colour of products may appear differently to the actual colour, due to the resolution of individual monitors when you look at our images on a screen, computer or device. We recommend that you contact us to request timber swatches for further clarification.
  • Working with different types of timber means that there will also be variation in timber colour and grain between products (see Timber Disclaimer below for more information).


  1. Payment
  • Trade discounts apply to bulk orders.
  • Full payment is required up-front for on-line purchases. Prices displayed exclude delivery costs.
  • We require a 50% deposit prior to commencing work on custom designed products with the remaining 50% payable upon completion, prior to delivery.
  • To the extent permissible by law, deposits paid on custom designed products are non-refundable.
  • Delivery costs vary depending upon the size and weight of the product. We will provide you with an estimate which will be confirmed once the product has been made. You agree to pay the cost of delivery on these terms.
  • Once you provide your deposit for your custom designed product, or you have submitted your order on-line, you authorise us to commence creating your product for you, on the conditions contained within this agreement.
  • By paying your deposit for a custom-designed piece, you are agreeing to pay the remaining 50% payable to Relm prior to delivery.
  • Our cancellation and changes policy will apply from the date that your deposit, or on-line order is received.


  1. Customer Commitment & Approval
  • It is our goal to satisfy your needs. At times, customers may be requested to provide Relm with information, assistance or feedback. In order for us to service all customers efficiently, we require customers to respond to our requests in a timely manner.
  • Customers should provide us with as much specific information as possible in order to avoid protracted delays in making changes during the design process.
  • Relm requires customer approval of custom designs at several stages in our process.
  • We recommend that customers review all designs and specifications carefully as once they are approved, you are agreeing that you are satisfied with the designs and that no further changes are required. Any further changes after you have given approval will incur additional charges.


  1. Time Frames
  • Our time frames are a guide only and are not guaranteed deliverable dates, unless otherwise agreed.
  • Relm will do our best to meet time frames as agreed, however sometimes products exceed projected finalisation dates. This can occur due to a number of factors outside of Relm’s control including delays with our suppliers, issues with another Client, a change in the specifications or a delay in Clients responding to us.


  1. Changing or cancelling your order
  • Orders can be changed prior to the commencement of work. Once work has commenced, any changes may incur additional costs due to due to disassembly, additional materials, labour and parts and reassembly.
  • Orders can be cancelled prior to the commencement of work. In circumstances where Relm has purchased the materials for your product, the deposit will not be refunded.
  • The nature of custom made furniture means that each piece is created to suit your particular requirements. When you place an order for custom-made furniture, Relm acts upon your order and commences purchasing the materials required to produce your piece. When you place an order with Relm you are committing to purchase the product ordered.


  1. Delivery
  • Relm uses third party freight providers to deliver products and Relm’s delivery terms are subject to the terms of the third party providers.
  • Delivery is charged at a flat rate depending on the weight and size of furniture being delivered and the delivery location.
  • Products are generally packed into crates to help reduce damage during shipment which is incorporated into the freight costs.
  • Relm will arrange a delivery time in consultation with you. Our third party providers generally make deliveries between the hours of 8.00am and 5.00pm.
  • Generally, a person will be required to be present at the delivery address to accept receipt of the product.
  • Relm does not take responsibility for lost or incorrect deliveries, unless we are at fault. While we will make all best efforts to ensure your products arrive within a reasonable time, we are not liable for delays outside our control for example, delays due to weather, holiday/seasonal delays, industrial action, acts of God etc.


  1. Timber Disclaimer
  • No one piece of timber is alike and Customers’ should expect a variance in tone, veins, grain pattern, and knots. We cannot guarantee how the timber will look on a Product, nor can we provide an exact match to a product displayed on our website.
  • Relm undertakes to provide a product that is as close as possible to the preferences that our Customers describe.
  • We recommend that Customer’s ask to see our timber swatches to get an understanding about the different types of timber we use can look. However, the swatches are indicative only and should be considered as a guide.
  • The colour of timber can also vary over time.
  • Natural timber by nature, is not a light weight product. We cannot provide any guarantees about the weight of the final product, especially in new custom designed pieces. If the movability or weight of a product is important to you, you must raise this with Relm during the consultation process so that it can be factored into your design.
  • Timber is a natural product, and can change as a result of water content levels. This can cause small splits as the timber expands and contracts based on its environment. Customers should expect that this may occur, as this is part of the natural process and is not a defect in the product.
  • Timber is a living product and changes in different environments, such as being moved between cool and warm environments, heating and air-conditioning and being exposed to sunlight. When a change in environment occurs quickly, small splits in the timber may appear as a result. This is part of the natural adaptation process that occurs with Timber and such splits are not a defect in the product.
  • Relm does not use machine based manufacturing to cut and shape our products. All of our products are made by hand. This means that each piece is unique and at times products may contain traces of our workmanship.
  • We will not offer any refunds, replacements or exchanges arising from the look of the timber as described in this disclaimer. There are particular unique aspects that a Customer accepts when purchasing handmade custom furniture.


  1. Returns and Refunds
  • We don’t provide refunds for your change of mind or an incorrect colour selection.
  • We will also not provide refunds where the piece has been made in accordance with your approved specifications, or the specifications on as displayed on our website.
  • Without limiting the operation of the Australian Consumer Law Relm offers a 2 year warranty on residential products and a 12 month warranty on our stools. This warranty is limited to issues arising with workmanship only and is subject to the Timber Disclaimer contained in clause 10 of these terms.
  • Relm complies with the Australian Consumer Law with respect to the provision of refunds or replacement items. Customers are entitled to a refund if there is a major failure with the products, or to have the goods repaired or replaced if there is a minor failure.
  • Given that our products are custom made, they cannot necessarily be re-sold. There is always some level of risk when purchasing handmade custom made furniture where there is no product that can be compared with as a ‘display piece’. Customers accept these risks when purchasing Relm products.


  1. Intellectual Property Rights
  • Relm retains all ownership rights over all intellectual property (registered or unregistered) imagery, and designs available on this Site.
  • Relm retains all ownership rights of designs and sketches including those prepared for custom-made products. Designs and sketches are provided to customers for the sole purpose of reviewing and approving the design of the product. This clause continues to apply after the product has been delivered and payment has been received in full.


  1. Limitation of Liability
  • To the extent permitted by law, any implied rights or terms for the supply of goods or services are expressly excluded.
  • To the extent of any liability arising, the liability of Relm will, at the discretion of Relm, be limited to the repair of the products or the cost paid for the product.


  1. General
  • These terms and conditions are governed by the laws of the Commonwealth of Australia and the State of Victoria. By purchasing products from Relm you submit to the jurisdiction of the courts of Victoria.
  • Any provision of this Agreement which is prohibited or unenforceable will be effective to the extent of such prohibition or unenforceability without invalidating the remaining provisions or affecting the validity or enforceability of that provision in any other jurisdiction.
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