Terms of service

OUR SERVICE

At Rococo Bebe we provide our customers with custom made mahogany French provincial furniture and home décor. We create our beautiful pieces by sourcing the finest of natural materials, and pairing these with high levels of craftsmanship, to produce individual pieces that you will love for years to come.

Because Rococo Bebe is a family owned and operated business, we offer a personal approach you don’t find in other retailers. Customer satisfaction is our most important concern, so our experienced staff will happily assist you in choosing the right furniture for your home.

We reserve the right to make modifications to our service at any time, without notice or consequence. Furthermore, we reserve the right to refuse service to any person that we deem as having misused our service, website, or used it in an illegal manner or for an otherwise prohibited purpose.

For more information on our products, materials or our design process, please contact us at: info@rococobebe.com.au

 

TERMS & CONDITIONS OF PURCHASE

At Rococo Bebe we want our customers to be completely satisfied with their purchase. We therefore recommend you read our terms and condition policy prior to you making a purchase from Rococo Bebe, so you are familiar with our policy on refunds, returns, repairs, warranty and your rights under the Australian Consumer Law.

Rococo Bebe trades in the state of New South Wales and is bound by the laws relating to the Consumer Act (CCA) and the guidelines and laws of NSW. In particular this relates to guidelines prescribed by the NSW Department of Fair Trading. In the event that any disputes cannot be resolved by the Company and the customer, reference should be made to the Department of Fair Trading on their toll-free number – 1300 135 399.

 

DAMAGED FAULTY RETURNS

Normal shrinkage, swelling, hairline cracks and minor warpage of furniture are to be expected and is not a structural defect and is therefore not covered. Our craftsman try to match grain patterns. But due to a variety of different influences that effect individual trees, variations will occur and will be evident in your furniture to varying degrees. A variation in grain pattern is not considered defective and is not a reason for returns. 

 

REPAIR

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond the repairer’s reasonable control, such as part availability and incorrect fault description or ours.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply.

Access to the destination room.

It is your responsibility to ensure that your furniture items you have ordered will fit into the room for which they are intended, that they will fit through all access points to the room, and that there is sufficient access for our delivery vehicle to reach the delivery address. It is your responsibility to advise us of any non-standard delivery circumstances that may apply at the point of ordering. 

 

LAY-BY ARRANGEMENTS

A deposit to the value of 30% of the total purchase price is required to begin a lay-by.

Payments are to be made fortnightly. Stock will be held and allocated for 4-6 week lay-bys. Failure to complete payments in the specified time makes the goods, any payments made and the deposit liable for forfeiture if considered reasonable in accordance with the Australian Consumer Law.

A lay-by can be cancelled by the purchaser but may result in forfeiture of some moneys paid if it is deemed reasonable in accordance with the Consumer Law. Keeping in mind that furniture is a large item, which incurs considerable costs for freight and storage. If lay-bys are not picked up by the specified date a storage fee of $35 per square meter per week will be charged.

 

GOODS DAMAGED IN TRANSIT

Unfortunately, items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or a video clearly showing the damage and contact us as soon as possible, ideally within 2 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example, we may arrange to:

▪ Suggest a self repair (with an offer of compensation to you)

▪ Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

▪ Offer a partial or full store credit voucher or refund

▪ Replace the product (subject to availability)

▪ Arrange for the product to be returned to us or our supplier

Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals. Failure to adhere to our policy and the item/s will be returned back to you.

We will not refund, replace or provide a store credit voucher to a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an unusual way or failure to take reasonable care.

 

HOW TO MAKE A CLAIM

To claim under the Quality Guarantee, you must return the product for repair/ inspection to our store, and pay for the transportation costs (including any freight and insurance charges), unless transportation is difficult in which case we will arrange for the product to be assessed at your premises. We will then assess your claim to determine the nature of the issue, whether you are entitled to a remedy, and the remedy that will be made available to you.

 

CONSUMER GUARANTEES

 Consumer Guarantees and Your Rights Under the Australian Consumer Law.

Refer to Consumer Guarantees for more information.

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees.

All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation 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 a major defect is present.

Under the Competition and Consumer Act 2010 and under other consumer laws applying in each State and Territory, you have the right to have goods replaced, repaired or to receive a refund where:

▪ The goods are faulty.

▪ The goods are wrongly described.

▪ The goods are different from a sample shown to you; and/or

▪ The goods do not do what they are supposed to do.

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that the problem with the goods was not your fault.

Consumer Guarantees do not apply where the goods became unacceptable due to fair wear and tear, or the customer’s misuse, failure to use the goods in accordance with manufacturer’s instructions, or failure to take reasonable care.

Scuff marks, cracks, fabric pilling, loose stitching, tears to dust covers & small tears generally will not constitute a Major Defect under this Quality Guarantee.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

 

GENERAL WARRANTY

Unless otherwise stated all purchases from Rococo Bebe are covered by a one (1) year warranty from the purchase date. We offer to rectify, repair or replace any defects in material and workmanship in our whole range of products.

Rococo Bebe guarantees to repair or replace any part or the product with a manufacturing or structural defect for a period of 3 months from the date of purchase. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used.

You have the choice of paying 15% of the total amount of your purchases in order to be covered under warranty for 3 years from the date of purchase. 

This warranty does not cover surface scratches, dents, chips, marks, accidental breakages, deliberate or negligent damage and normal wear and tear.

The seller is not responsible for any loss or damage to the good in transit.

The furniture must be cared for in accordance with the care instructions supplied by Rococo Bebe

This warranty is also subject to the terms and conditions set out below:

It is at our sole discretion to determine whether or not a particular defect will be covered under warranty. We reserve the right to request photographs, or inspect your product in person, before making a determination as to a claim under warranty.

Warranties will be voided if proper attention is not paid to the care instructions provided. We reserve the right to refuse to uphold your warranty if we deem your piece as having not been properly cared for in accordance with any relevant care instructions. This is at our sole discretion.

Your warranty time will commence from the date that you receive your piece, provided our customer Terms and Conditions document has been signed, dated and returned to us.

 

 FURNITURE CARE INSTRUCTIONS

We use a lot of beautiful natural materials in our furniture, which need your love and care. In order to retain the quality and appearance of your piece, and to ensure that your warranty remains valid, please adhere strictly to the following care instructions:

▪ Do not place furniture in direct sunlight.

▪ Do not apply hot or wet items directly onto finished surfaces as they can leave marks, which are difficult to remove. The use of placemats or coasters is highly recommended.

▪ Do not drag or push your furniture. Always use proper lifting techniques if you need to move your furniture to ensure that no pressure is placed on the joints – improper pressure may result in bends or breaks in the joinery. If you are unsure about the correct way to move your furniture, please contact us and we will assist you.

▪ Do not use plastic or glass to shield your furniture. Fabric covers are recommended to ensure the wood can breathe.

▪ Only use a damp natural fibre cloth to clean your furniture where necessary – DO NOT spot clean.

▪ Contact with acidic liquids such as lemon juice, nail polish remover and other similar products can result in etching of the protective finish. Please do not use any of these kinds of products in the vicinity of your furniture.

▪ Do not use harsh cleaning products such as Mr Sheen or similar, as this may tarnish the furniture.

▪ Ensure water is not left to pool on surfaces.