Terms and Conditions

1. About Gnarly Knots

These Terms and Conditions apply to all enquiries, quotes, orders, custom furniture projects, products, delivery, installation and related services provided by Gnarly Knots.

Gnarly Knots designs and builds custom handmade timber furniture in Port Macquarie and the Mid North Coast. Each piece is made to order and may vary slightly due to the natural characteristics of timber and the handmade process.

By placing an order, approving a quote, paying a deposit, or accepting delivery of a product, you agree to these Terms and Conditions.

2. Quotes and Estimates

All quotes are based on the information provided at the time of quoting, including design, dimensions, timber selection, finish, hardware, delivery requirements and installation requirements.

Quotes are valid for 14 days unless stated otherwise.

A quote may change if:

• the design, size, materials or finish changes;
• additional work is requested;
• delivery or installation requirements change;
• site access is more difficult than expected;
• material costs change before the quote is accepted.

Work will not begin until the quote is approved and any required deposit has been paid.

3. Custom Orders

Most Gnarly Knots products are custom-made to suit each customer’s space, preferences and requirements.

Before work begins, you are responsible for checking that all approved details are correct, including measurements, design, timber choice, finish, colour, hardware, delivery address and installation requirements.

Once a custom order has been approved and work has started, changes may not be possible. Where changes are possible, they may result in extra costs and extended timeframes.

4. Deposits and Payments

A deposit may be required before materials are ordered or work begins.

Unless otherwise agreed in writing:

• deposits are required to secure the booking and begin the project;
• progress payments may be required for larger projects;
• final payment is due before delivery or collection;
• ownership of the product remains with Gnarly Knots until payment has been received in full.

Deposits for custom-made work may be non-refundable where materials have been ordered, design time has been completed, or work has already begun. This does not limit your rights under Australian Consumer Law.

5. Cancellations

If you need to cancel an order, please get in touch with Gnarly Knots as soon as possible.

For custom-made products, cancellation may not be possible once materials have been ordered or work has started.

If a cancellation is accepted, Gnarly Knots may retain an amount to cover reasonable costs already incurred, including design work, materials, labour, administration, third-party costs and any other costs connected with the order.

Your rights under Australian Consumer Law are not excluded.

6. Timeframes

Gnarly Knots will provide an estimated timeframe for each project.

Timeframes are estimates only and may be affected by timber availability, supplier delays, design changes, workload, weather, curing or drying times, delivery scheduling, or other circumstances outside our control.

Gnarly Knots will make reasonable efforts to keep you updated if delays occur.

7. Natural Timber Characteristics

Timber is a natural material. Each piece may include natural variation in colour, grain, knots, cracks, gum veins, movement, texture and other features.

These characteristics are not considered faults where they are part of the natural timber or handmade design.

Timber may also expand, contract, move, lighten, darken or change over time due to humidity, temperature, sunlight and normal use.

By ordering a handmade timber product, you accept that no two pieces will be exactly the same.

8. Product Care

Customers are responsible for caring for their furniture properly after delivery or collection.

Timber furniture should be kept indoors unless it has been specifically designed and quoted for outdoor use.

You should avoid:

• leaving spills or standing water on the surface;
• placing very hot items directly on the timber;
• using harsh chemicals or abrasive cleaners;
• exposing the product to excessive moisture, heat, humidity or direct sunlight;
• dragging heavy items across the surface;
• using the product for purposes it was not designed for.

Failure to follow care instructions may cause damage and may affect any available remedy.

9. Delivery and Placement

Delivery and furniture placement are available where agreed in the quote.

You are responsible for ensuring there is safe and suitable access to the delivery or placement location. This includes checking doorways, stairs, lifts, hallways, parking, floor protection, site access and the final placement area.

Additional costs may apply if:

• access is unsafe, restricted or different from what was described;
• extra labour is required;
• delivery needs to be rescheduled;
• the product cannot fit into the intended space;
• site conditions prevent safe delivery or installation.

Gnarly Knots is not responsible for damage caused by unsuitable access, incorrect measurements provided by the customer, or changes to the site after measurements or details were confirmed.

10. Customer Measurements

Where the customer provides measurements, Gnarly Knots relies on those measurements being accurate.

Gnarly Knots is not responsible for issues caused by incorrect measurements supplied by the customer, including products not fitting the intended space.

Gnarly Knots does not offer built-in or fitted pieces. All products provided are free-standing furnishings.

11. Returns and Refunds

Because most Gnarly Knots products are custom-made, we generally do not accept returns or offer refunds for change of mind, incorrect choices, or changes in personal preference.

This includes changes relating to size, timber appearance, colour, finish, style or design after approval, unless otherwise agreed in writing.

Nothing in these Terms and Conditions limits your rights under Australian Consumer Law. If a product has a major problem, you may be entitled to choose a refund, replacement or other remedy. For minor problems, the business may be entitled to choose to repair the issue within a reasonable time. Businesses cannot use store policies or terms to deny consumer guarantee rights.

12. Faults, Damage and Issues

Please inspect your product carefully on delivery or collection.

If you believe there is a problem with your product, contact Gnarly Knots as soon as possible with photos and a description of the issue.

Gnarly Knots may need to inspect the product before deciding on the appropriate solution.

Depending on the issue, the solution may include repair, replacement, refund, refinishing, adjustment or another reasonable remedy in accordance with Australian Consumer Law.

Damage caused by misuse, neglect, poor care, incorrect installation by others, exposure to unsuitable conditions, normal wear and tear, or unauthorised modifications or use is not considered a fault.

13. Photos and Marketing

Gnarly Knots may take photos or videos of completed work for records, portfolio use, website content, social media and marketing.

We will not intentionally publish private personal information such as your address or contact details.

If you do not want your project photographed or shared publicly, please let us know in writing before completion.

14. Intellectual Property

All designs, drawings, sketches, photos, written content, website content and other materials created by Gnarly Knots remain the property of Gnarly Knots unless agreed otherwise in writing.

You must not copy, reproduce or use Gnarly Knots designs, photos or content for commercial purposes without written permission.

15. Safety and Use

Gnarly Knots products must be used only for their intended purpose and in a safe and reasonable manner.

Customers are responsible for ensuring products are used appropriately, placed on suitable and stable surfaces, secured where required, and kept away from unsafe conditions.

To the maximum extent permitted by law, Gnarly Knots is not liable for injury, loss or damage caused by misuse, incorrect assembly or installation by others, failure to follow care or safety instructions, unauthorised modifications, overloading, climbing or standing on furniture not designed for that purpose, unsuitable placement, neglect, or use of a product for any purpose other than its intended use.

Nothing in these Terms and Conditions excludes, restricts or modifies any rights or remedies that cannot be excluded under Australian Consumer Law.

16. Limitation of Liability

To the maximum extent permitted by law, Gnarly Knots is not liable for indirect loss, loss of income, loss of opportunity, injury, loss of enjoyment, or damage caused by misuse, incorrect care, unsuitable site conditions, incorrect customer-supplied information, or unauthorised modifications.

Where liability cannot be excluded under Australian Consumer Law, Gnarly Knots’ liability will be limited to the remedies required by law.

17. Website Information

Information on this website is provided as general information only.

Gnarly Knots aims to keep product descriptions, images, prices and information accurate, but errors may occur. Colours and timber appearance may vary depending on screen settings, lighting, timber availability and natural variation.

Website images are examples of previous work and may not represent an exact product that can be replicated.

18. Privacy

When you contact Gnarly Knots, we may collect personal information such as your name, phone number, email address, delivery address and project details so we can respond to your enquiry, prepare quotes, manage orders and provide our services.

We will not sell your personal information.

19. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia.

Any disputes will be handled in accordance with the laws and courts of New South Wales, unless otherwise required by law.

20. Contact

For questions about these Terms and Conditions, please contact:

Gnarly Knots

Port Macquarie, NSW

Email: maker@gnarlyknots.au

Phone: 0430 747 620