SalesTerms & Conditions
At Faro Collections manufactures its products from natural materials and recycled wood and uses artisanal processes for all its products.
Irregularities in shapes, colors, surfaces, and finishes may be present, and these imperfections are celebrated as part of our products' unique and natural characteristics “Wabi-Sabi”. Splitting, cracking, natural defects and leeching of natural oils are present in natural timbers and are not considered faults. Oils may leach and cause staining on items in contact with the timber. At Faro cannot be held responsible for damages incurred from the leaching of timber oils. Due to the handmade nature of our products, specifications in size, shape and finish may differ slightly from those stated or shown on our website. As every monitor displays different color tones, the color of pictures on our website and social media cannot be taken as an accurate color indication of the actual products. Some products may appear to vary from catalogue or website images.
Payment of an order indicates confirmation that the item/s listed on the order paperwork are true and correct, including item code/s and description. Payment in full must be received before the dispatch of all orders. A 50% deposit is required to secure all stock for any forward orders more than one week in advance to hold stock. Please note that At Faro does not offer refunds on change-of-mind purchases once the deposit is paid. Forms of payment accepted are Credit Card payments.
Pricing is subject to change without notice.
50% deposit payments must be made to commence work on custom orders. At Faro is not responsible for the delay of delivery due to late payment being received. The customer is responsible for ensuring all made-to-order and customized items meet their requirements and accept responsibility for all design change requests. We do not offer a refund for made-to-order and customized items due to a change of mind.
50% deposit is required to secure stock for all orders. If deposit payment has not been received and stock runs out, the order will be allocated to the next incoming shipment. At Faro does not guarantee the availability of stock without deposit payments.
QUOTED LEAD TIME
At Faro quote an approximate lead time for the receipt of your order, based on current manufacturing and shipping times at the time of purchase. Circumstances may change beyond our control, leading to a delay in your order being delivered on quoted ETA [estimated time of delivery]. Deliveries can be delayed due to changes in shipping schedules, carrier delays and raw material shortages. Delays do not constitute a breach of contract, and At Faro do not offer cancellations or refunds due to delays. At Faro holds no liability for any delays resulting from circumstances beyond our reasonable control or for any losses incurred due to any delays or force majeure of the purchaser.
Twenty-four hours' notice is required for all pickups. Goods will only be dispatched once final payment has been received. Delivery of product is subject to availability. Please check with our office on availability and product lead times. The booking of Transport is a complimentary service offered by At Faro who will determine the appropriate shipping mode and carrier.
Freight is an additional charge to be added to invoice for payment. At Faro will endeavor to find the best freight price for the appropriate Transport required for each order. Orders dispatched from trade agency showrooms are subject to the standard delivery fee from our Warehouse. For courier transport, consignment information will be provided for tracking the delivery. Due to the nature of courier transport, we encourage you to have "Authority to Leave" on your booking. If "Authority to Leave" is not provided, there may be additional redelivery charges for failed deliveries.
CUSTOMER COLLECTION/PRODUCT ON HOLD
Product/s that are for the customer to collect will only be held for a period of 14 days free from the date of notification that your order is ready for collection. If you need to extend your hold longer than 14 days. A holding/storage fee will apply to orders at $15 per cubic meter (m3) per week with a minimum charge of 1 m3 per week. Please note that product holds will be automatically deallocated and/or deleted after four (4) weeks if no response is heard from the account holder and/ or client.
At Faro has a policy of inspecting all products and cartons prior to dispatch to ensure product leaves our warehouse according to At Faro standards. All products should be inspected immediately upon arrival with any damages noted on the delivery paperwork. If any items are received with damages, At Faro must be notified within 48 hours of receipt for us to assist in resolving the situation. At Faro is not a carrier and the damages incurred in Transport are not the fault or responsibility of At Faro. We will work with you to resolve any issues as quickly as possible, which may include making insurance claims, offering to arrange repairs and in some circumstances replacements. Clear photographs of the product and carton damages must support all damages that are reported. Any broken parts MUST be kept and returned together with original cartons. Damaged stock returned with missing parts or cartons will not be actioned until all parts and cartons have been returned. At Faro will not accept claims after 48 hours of successful delivery. At Faro cannot assist in or be held responsible for damages relating to freight bookings that are independently arranged.
DEFECTIVE PRODUCTS & SIGNIFICANT DIFFERENCES
If a product is faulty, significantly different than advertised, or not fulfilling its purpose, please notify At Faro within 48 hours of receiving delivery. You will be advised by our support team to take and send photos and/ or videos of to illustrate the issue.
Where a product is found to be faulty, At Faro will request the return of the product/s for assessment before a replacement or a refund is issued. Please refer to Returns and refunds policy below.
All faulty product(s) must be returned to At Faro within seven (7) days and in the original packaging, including all accessories and parts, and must not assembled or partly assembled in any way to avoid additional damage in transit.
RETURNS / REFUNDS
Only faulty or damaged product may be returned and are subject to prior authorization at At Faro discretion. Any returns must be made within 7 days of receiving goods. At Faro does not issue refunds. In certain circumstances, we may authorize an exchange or refund. In the circumstance At Faro accepts exchange or refund, a 15% restocking fee of goods will apply. All items must be returned in original, undamaged packaging and including the "Return Authorization" paperwork and with an approved At Faro courier. If damage is incurred by a courier in the return process, that is not a At Faro approved courier, At Faro cannot be held liable, and credit/exchange will not be issued.
At Faro does not accept exchanges for change of mind purchases. In certain circumstances and under the sole discretion of At Faro, we may authorize an exchange. Additional Transport charges for exchanging product will incur additional transport fees. These fees are not the responsibility of At Faro. Any exchanges must be made within 7 days of receiving goods. All items must be returned in original, undamaged packaging and in the original, undamaged condition with an approved At Faro courier. Any items received damaged will not be accepted for return.
CANCELLING YOUR ORDER
If you change your mind and decide not to proceed with your purchase, please inform us as soon as possible. If your product(s) have not yet been dispatched, we can cancel your order and provide you with a credit note or, under special circumstances, a refund. In the case that your order has been dispatched by the warehouse [our returns/refunds policy applies] all shipping charges and delivery fees will be non-refundable. Note that any return to sender and/ or return fees payable by the customer are non-refundable. Alternatively, we can withhold the return fees from the credit amount of the product(s).
At Faro offers a 1-year limited warranty from the date of sale on the invoice against manufacturing faults, which are determined at At Faro discretion.
CONTACT INFORMATION Questions about our Terms of Sale can be submitted to us here: email@example.com