Terms and Conditions
Marlo Woodwork manufacturers handcrafted lighting and homewares. Due to the nature of these products, no two products are exactly the same. It is this that defines these products, creating an individual identity; a piece of functional artwork that has been specially crafted for your space. By purchasing from us you accept the following conditions.​
Photography and Product images
While we make every effort to keep our product imagery up-to-date to accurately represent the design, it's important to note that since each piece of timber is unique, variations in wood grain and features may occur. Additionally, Marlo Woodwork retains the right to make design adjustments to a product to ensure it maintains the highest standards in both aesthetics and functionality. Your understanding and appreciation of these natural and design nuances are appreciated.
Payment
We accept all major credit cards and offer the convenience of Afterpay as a payment option. We use a market leading payment service that ensures your payment information remains confidential and secure. We do not have access to or collect any of your payment details. This commitment to data security provides peace of mind when making a purchase.
For those who prefer to pay in person, please don't hesitate to get in touch with us at info@marlowoodwork.com.au, and we will assist you with this option.
Warranty
All pieces available for purchase on the Marlo Woodwork website come with a 2-year warranty in accordance with Australian consumer laws. This warranty exclusively covers product repair or replacement and excludes any installation or electrical-related expenses.
This warranty is valid under the following conditions:
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The installation of all electrical components is carried out by a certified electrician.
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Adherence to installation and maintenance guidelines.
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Use of the product in an appropriate environment.
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The warranty begins from the date of product receipt, not the installation date.
In the case of a small issue with your product, we aim to work with you to deliver the fastest outcome to get your product back to its former glory. Contact our team at info@marlowoodwork.com.au and we will work with you to find the best outcome. This may include providing you with the parts required for a self-repair.
In the rare event of a product fault that cannot be rectified under the manufacturer's warranty, we will provide a complete exchange including shipping. If an identical or similar product is unavailable for exchange, we will offer a full refund.
Please take into account that all of our products are handcrafted, and minor variations and imperfections (including but not limited to small chips and minor cracking of wood) are inherent characteristics of wooden handmade products.
For all electrical fittings, professional installation by a certified electrician is mandatory. Warranty claims will necessitate evidence of the qualified electrician(s).
For details on how to initiate a claim, please email us at info@marlowoodwork.com.au
Order Cancellation
Orders may be cancelled before they are processed; please get in touch within 24 hours of ordering your product to cancel. After this time we cannot cancel an order.
Returns & Refunds
Change of mind / Incorrect order
Please choose carefully as we do not offer a refund if you change your mind, order incorrectly or if items have been custom made. We ask that you check the specification carefully to enable you to choose the correct finish(es), size, quantity and other specifications.
At Marlo Woodwork, we manufacture almost all our pieces to order, ensuring that each piece is the right fit for your requirements, as such we cannot refund in the event of a change of mind.
In the event you do make a mistake, we may be able to facilitate an exchange on your homeware piece, if notified within 30 days of receiving the order. However, please be advised this will incur a minimum 25% restocking fee, plus the items must have original undamaged packaging materials. The cost of return is at the customer’s expense.
Damaged Items
If your item(s) arrives in a damaged or faulty condition, rest assured that we are fully committed to assisting you. In this case, we kindly request that you notify our Customer Care Team within three days of receiving the goods via info@marlowoodwork.com.au, accompanied by a clear description and images* to aid our team in addressing your concerns.
Please refrain from installing these items.
When initiating a claim, please provide the following:
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Images depicting the packaging, including any damage to it.
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Images illustrating the arrangement of goods within the box.
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Images of any packaging labels, encompassing brand labels and courier labels.
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Visual documentation of the damage or issues encountered, and if possible, a video for added clarity.
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Please include the order number for easy reference in our system.
Our dedicated Customer Care Team will aim to acknowledge receipt of your email within 2-3 working days. Following this, a resolution will be provided within 5-7 working days.
Please allow time for thorough investigation by Marlo Woodwork, as well as collaboration with the delivery agents to reach a satisfactory resolution.
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When returning an item to us, it is crucial to retain all original packaging, ensuring it is securely packaged as it was upon arrival. If the packaging sustained damage, additional packaging may be required, and our Customer Care Team is available to provide guidance on this matter.
In the event that the products are determined to have incurred damage in transit, we will either arrange for repair (when applicable), provide a replacement, or, if a replacement is unavailable and the product is rendered unusable, issue a full refund. For partially damaged yet still usable products, we may offer a partial refund, within reasonable parameters.
Faulty Items
All faulty goods should be reported to the Marlo Woodwork team within a 3-day timeframe and will be processed in accordance with the our warranty.
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Please note that all electrical fittings must be installed by a qualified electrician; any warranty claims will necessitate proof of the qualified electrician(s).
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In the unlikely circumstance that a product is faulty and the issue cannot be resolved within the terms of the manufacturer's warranty, we will offer a full replacement.