Terms and Conditions of Sale

General

Thank you for shopping at James Lane, to ensure your purchase and subsequent delivery runs as smoothly as possible, we ask that you take the time to read the following terms and conditions of sale. It is your responsibility to check your Sales Order Tax Invoice to ensure that all details are correct; this must include Product Model, Size, Colour, Price, Quantity, and any other special requirements. Outstanding Sales Order Balances must be paid in full 5 days prior to delivery. Our products are sold for domestic use only.

Product Variation

Natural timber and marble is beautiful, unique and varied. These products are sold with the understanding that each piece will be unique with a variation of colour, knots and veins. Some of our products are handmade and therefore, size and weight of these products may have variations from the floor display or from any product specifications indicated. Due to dye lot variation, we can not guarantee that upholstered goods will match the sample swatch. 

Quoted Lead Time

Stock availability and quoted lead times are estimates only and cannot be guaranteed.

Floor Stock and Clearance Items

Floor Stock and clearance are sold at a reduced price and are not available with any other offer or promotion. Products sold as seconds, floor stock, repaired products or products that have a defect where this has been drawn to the customers attention before the purchase of the products have limited guarantees in accordance with the Australian Consumer Law. Clearance is discontinued and run-out lines which are sold a reduced price, whilst stock lasts.

Cancellation Policy

James Lane will not accept cancellation of an order for change of mind without prior approval from Management. Cancellation of an order will attract an administration fee equal to 20% of the total Sales Order Value. This fee would cover expenses relating to loss of value, administration, and inventory costs and any other associated or unforeseen costs.

Made To Order (MTO)

Notwithstanding any other provision of these terms and conditions, an order for products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have to be ordered specifically for a customer the order cannot be cancelled amended or returned if the customer changes their mind or made an incorrect choice.

James Lane requires a deposit of 30% of the Sales Order Value when the MTO order is placed, this deposit is not refundable if the cancellation is accepted by Head Office. 

Refund Policy

Refunds will be processed back in the same tender as the original payment. The refund process will take 5-7 business days (this can vary due to the individual banks process). Gift Cards & Store Credits will have a 3-year expiry period from the date of credit / activation, after this time the value will be forfeited.

Returns Policy

Homewares products (excluding furniture products, products sold as floor stock or clearance) collected and paid for at the time of purchase in store, if you change your mind, you may return the product within 7 days of the date of purchase, provided that the product is returned in its original condition, is in its original unopened and sealed packaging, and is accompanied by proof of purchase.

James Lane will not accept returns for Furniture or Bedding Products.

Delivery

No specific time of delivery can be arranged; however, a 2-3 hour timeframe will be advised the day prior to delivery but cannot be guaranteed. If you wish to change the delivery day, please ensure that you notify your store of purchase at least 5 business days prior to the scheduled delivery day. If no-one is at home on the arranged delivery day, a second delivery fee will apply.

If you are purchasing large sized items of furniture, please ensure that you know whether the items will permit safe and convenient delivery into your home.  A how to “Measure for Delivery” guide can be found on the James Lane Website. James Lane is not responsible for any furniture items that does not fit into your house, apartment, lift, leading to your property, stairways, corridors, doorways or any other obstacle that could cause a problem on the day of delivery, and we will not refund or exchange if this occurs.

Our delivery contractors will take the utmost care and responsibility when delivering your product into your home, however we are not responsible when there is a real risk that the goods and/or your premises will be damaged due to poor accessibility. Our delivery contractors will inform you on arrival should they decide this to be the case. The goods may then be left at the safest agreed point or you may decide to sign an waiver for any damage to product or premises as a result of our drivers being requested by you to attempt such a delivery.  

Please examine all goods prior to signing the acceptance of the product in good condition. Any damages must be reported to the delivery driver and recorded on the delivery sheet. If there is found to be a manufacturing fault when goods are unpacked, it is the customer’s responsibility to report any faults with photo evidence to the Store of Purchase or Warranty & Claims Department within two working days of delivery. James Lane is not responsible for any damages that may occur, resulting from you not checking condition of goods.

Collection Locations and Procedures

All collections from our stores or warehouses, please inspect your goods carefully before loading.  

Large Furniture & Bedding Products are to be collected from our main warehouse only.

- Store collection hours are between 10am – 3pm daily.

- Warehouse collection hours are listed on the James Lane Website.

Due to OH&S Requirements, our store staff cannot assist you in lifting & tying down your goods when you collect. Therefore, please ensure you bring someone to help you and that you bring adequate wrapping, blanket, or materials to transport your goods safely. Our WHS staff does however have the ability to help so please consider this when placing order. James Lane is not responsible for any damage that may subsequently occur as a result of you loading the goods into transport or storing goods incorrectly. 

Complete Customer Name and Address Details must be recorded on the original Sales Order Tax Invoice and Drivers Licence ID must be shown recorded at time of collection. If being collected by 3^rd party, details must be given by purchasing customer and Drivers Licence ID of this person must be shown at collection time and recorded on the collection paperwork and filed for future reference. No customers are to be given products unless this process is followed. If a customer does not show suitable Drivers Licence ID then the request for pick up should be denied. 

Product Warranty

Warranty and Consumer Guarantees apply in accordance with the Australian Consumer Law.

James Lane requires all Warranty Claims to be lodged directly to the store of purchase or via the James Lane Website. Returns for any products will not be accepted without approval from the Warranty & Claims department. If approved, It is the responsibility of the customer to return any product that is deemed faulty to the Store of purchase. 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.

If there is found to be a manufacturing fault when goods are unpacked, it is the customer’s responsibility to report any faults with photo evidence to the Store of Purchase or Warranty & Claims Department within two working days of delivery. James Lane is not responsible for any damages that may occur, resulting from you not checking condition of goods.

Please refer to the individual product warranty. Warranty period commences from the date of receipt of your goods. The warranty shall be considered void if (subject to Australian Consumer Law):  

a. It is normal wear and tear (refer to Product Care).  

b. Product is used for Commercial, contract, rental trade, institutional or other non-residential use. 

c. Damage caused by improper cleaning, negligence, treatment of the product with chemical, exposure of the goods to direct sunlight, extreme heat, bright lights or similar conditions resulting in discolouration, or otherwise caused by your acts and/or omissions. 

d. Damage by corrosive materials, such as acids or solvents, or dyes, inks, paints, human or animal bodily fluids. 

e. Damage resulting from abnormal or improper use, abuse of goods

f. If the furniture is not used correctly for the purpose intended, e.g. sitting on sofa arms or standing/swinging on dining chairs. 

g. Damage incurred during handling and transportations of the product. 

h. Floor samples or sales made on an ‘as-is’ basis will have limited warranty, and the price, age and condition of product will be taken in consideration. 

i. Repairs to a product are made or attempted by a service provider, other than one approved by James Lane 

j. The warranty against defect is not transferrable. It is limited to the original purchaser specified in the original Sales Order.