Terms & Conditions

Effective December 2024

These Terms apply where Vanity By Design Group Pty Ltd (ACN 674 493 282) trading as Joinery By Bears supplies Goods to a Customer. By accessing or using our services, you agree to be bound by these terms.

1. Definitions

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth) and the corresponding provisions of the relevant State and Territory fair trading acts;

Customer means the person, entity, firm or corporation that acquires Goods from Joinery by Bears pursuant to these Terms, the details of which are set out in the relevant sales document and includes the Customer’s permitted assigns, successors, employees, servants and agents;

Joinery By Bears means the Joinery by Bears warehouse from which Goods may be collected by the Customer, if applicable, as specified under the relevant Order;

Goods means goods supplied by Joinery by Bears to the Customer;

GST Act means A New Tax System (Goods and Services Tax) Act 1999;

In these Terms and Conditions, “we”, “our”, “us”, “JbB” or “Joinery By Bears” means Vanity By Design group Pty Ltd (ACN 674 493 282) trading as Joinery By Bears

2. Consenting to these Terms and Conditions

These Terms and Conditions govern the relationship between you and Joinery By Bears when you purchase products or otherwise deal with us. You agree that by placing any order with Joinery by Bears.

Confirmation of payment for your order, or where applicable, confirmation of payment of a deposit on your order, in relation to the supply of that order by Joinery by Bears to you will be granted as approval to proceed and acceptance of Terms and Conditions.

3. Order and Item with Lead time

The Customer may place an order for Goods with Joinery by Bears in any of the following ways:

Delivered Order:
in-store or via the Website for delivery by Joinery by Bears, provided the required delivery
location is within Joinery By Bears’s Serviceable Area

Collected Order:
in-store or via the Website for collection by the Customer from the Joinery By Bears Warehouse or by a transport carrier engaged by the Customer (Carrier) to collect the Goods from Joinery by Bears and deliver them to the Customer

Joinery by Bears reserves the right to accept or reject any Order, or any part of an Order, placed by the Customer at its sole discretion, including rejecting a Delivered Order where the required delivery location is outside of Joinery By Bears’s Serviceable Area.

While Joinery by Bears endeavours to display accurate stock levels and lead times on the Website, estimated lead times are indicative only and subject to change based on production schedules, material availability, and unforeseen circumstances.

It is the Customer’s responsibility to ensure that the Customer’s information included in the Order (including the Customer’s name, contact number and email address) is correct and to notify Joinery by Bears of any changes to such information.

Lead Time Policy:

All estimated shipping dates are provided as a guideline only and are subject to change. While we strive to meet our estimated delivery timeframes, shipping dates may be affected by factors beyond our control, including but not limited to:

Weather conditions (e.g. storms, cyclones, extreme temperatures)
Port congestion or operational delays
Freight carrier disruptions
Customs clearance hold-ups
Supply chain delays

In the event of a significant delay, we will notify customers via email using the contact details provided at the time of order. We will provide updated shipping estimates as soon as they become available.

Please note that while we do our best to meet estimated shipping timeframes, minor delays due to unforeseen circumstances do not qualify for order cancellations or modifications. However, if a delay extends significantly beyond the revised estimated timeline, we will be happy to discuss available options with you. We appreciate your patience and understanding as we work to ensure your order arrives as soon as possible.

For the latest updates on your order status, please feel free to contact our team at hello@joinerybybears.com.

4. Delivery and collection

The Customer acknowledges and agrees that unforeseeable circumstances (such as traffic congestion, weather events, delivery delays, and road closures) may impact Joinery by Bears’s ability to deliver by the Dispatch Date, and that in such cases, delivery may need to be rescheduled.

Interstate Delivery & Brisbane Local Delivery: Please allow 2-10 business days for dispatch of in-stock items.

Interstate Delivery & Brisbane Local Delivery

Please allow 1-7 business days for dispatch of in-stock items.
All furniture orders assigned to our third-party freight provider will be communicated via email or text to provide delivery date details directly to you.
For any shipping delays, please contact the shipping provider directly. We can provide these details upon request.
Please ensure you or someone you appoint is available to accept the delivery. If no one is present at the time of delivery, re-delivery charges may be incurred directly by the freight carrier.
Non-response to delivery notifications resulting in a failed delivery may also result in redelivery fees.
All freight and shipping charges are paid directly to third-party services and are non-refundable.

Delivery Limitations & Responsibilities

Joinery by Bears is not responsible for furniture that does not fit where intended or cannot be safely delivered due to access limitations at the delivery address.
If the property has tight access, staircases, elevators, or parking restrictions, it is the customer’s responsibility to notify Joinery by Bears before dispatch.
If a delivery attempt fails due to access restrictions, additional delivery fees may apply.
If the Customer refuses delivery for non-valid reasons (e.g., change of mind, incorrect ordering, or delivery timing preferences), re-delivery fees and storage charges will apply.

If you live in a rural area your order may be delivered via a standard service or come on a pallet and require customer pick up from the depot. Please note that delivery periods may vary due to the limited services in some areas. For any questions relating to costs and timeframes around freight, please email the team at hello@joinerybybears.com for more information.

Rural & Depot Delivery

If you live in a rural area, your order may be delivered via a standard service or arrive on a pallet requiring customer pickup from the depot.
Delivery periods may vary due to the limited services available in some regions.
For any questions relating to freight costs and timeframes, please contact us at hello@joinerybybears.com before placing an order.

Changes to Dispatch Date

The Customer may not change or cancel the Dispatch Date without Joinery by Bears’s prior written consent.
If Joinery by Bears consents to a change or cancellation of the Dispatch Date, but the request is made less than two business days before dispatch, a $50 administration fee will apply.

Storage Policy

If you require Joinery by Bears to hold your order, we can provide up to 10 days of free storage.
Beyond 10 days, a holding fee of $120 per week will begin to apply.
If storage extends beyond 60 days without customer response, the order may be forfeited without refund.

Shipping Method	Delivery Timeframe	Shipping Fee
Brisbane area, 30km from JbB warehouse	1-5 business days	From 150 AUD
Australia: Metro areas	3-7 business days	Quote
Australia: Rural area	5-12 business days	Quote

Collection Policy:

Pick up is available from our Crestmead warehouse. Please contact to book an appointment for collection at hello@joinerybybears.com

Pick-up Location: Available from our Crestmead warehouse by appointment only. Please contact us at hello@joinerybybears.com to schedule a collection time.
Processing Time: Allow 1-5 business days for in-stock items to be ready for collection. We will notify you via email when your order is available.
Inspection Required: Customers must inspect and accept all items before leaving the warehouse.
Liability Waiver: A waiver must be signed at pick-up, confirming that the customer takes full responsibility for the item(s) in transit, unpacking, and installation. Once the item leaves our warehouse, Joinery by Bears is not responsible for any damages.
If you do not wish to sign the waiver, we can arrange local delivery at an additional cost.
Loading Responsibility: Customers must load their items into their vehicle and provide their own labour and materials for securing the goods.
Assistance Available: Our skilled warehouse team and forklift will be on-site to assist with pick-up.

Storage Policy:

Orders can be held free of charge for up to 10 days from the scheduled collection date.
Beyond 10 days, a holding fee of $120 per week will apply.
Orders left unclaimed for over 60 days without communication from the customer may be forfeited without refund.

Small Goods Delivery:

Processing Time: Please allow 2-3 business days for dispatch of in-stock small items.
Tracking Information: Once dispatched, you will receive tracking details via email.
Estimated Delivery Times: (Subject to change based on carrier service levels)

Below are rates and estimated delivery times. Please note that these times are provided by our partner carriers only, are based on days in transit and may be subject to change due to factors beyond our control.

Shipping Method	Delivery Timeframe	Shipping Fee
Brisbane & Central Coast	1-3 business days	15 AUD
Australia: Metro areas	1-3 business days	15 AUD
Australia: Rural area	3-5 business days	15 AUD

5. Returns, Refunds, Exchange & Change of Mind

We hope you are delighted with your purchase. If you wish to return an item or have any inquiries, please feel free to contact us at support@joinerybybears.com.

Please note the following policies:

Change of Mind: No refunds or exchanges will be offered for change of mind or errors in ordering Goods.
Returns, Exchanges, or Cancellations: Please consult with our team to ensure proper transit procedures are followed for any returns, exchanges, or cancellations.

Exchanges

Exchange requests may not be accepted unless under special circumstances. Please consult our team to determine if your item is eligible for exchange.

Restocking Fee: An exchange incurs a restocking fee of $80-$150.
Freight Charges: For exchanges, customers are responsible for two freight charges:
1. Return Freight to Warehouse: The cost of shipping the product back to our Crestmead 4132 warehouse.
2. Freight for New Product Delivery: The cost of delivering the replacement product to the customer’s address or nearest depot.

Freight charges may vary depending on delivery location, and these costs are the responsibility of the customer. Joinery by Bears does not reimburse freight charges.

Packaging Requirements: Items must be returned in their original packaging to ensure safe transit. If the original packaging is unavailable, repackaging costs will be charged to the customer.
Transit Damage: If items are returned without suitable packaging and are damaged in transit, they may not qualify for exchange.

Refunds

Refund requests may not be accepted unless under special circumstances. Please consult our team to determine if your item qualifies for a refund.

Orders Already Dispatched:
- Non-Refundable Freight Costs: Freight charges from the original order cannot be refunded once the vanity has been dispatched from our Crestmead 4132 warehouse.
- Return Freight: Customers are responsible for the cost of returning the vanity to our Crestmead 4132 warehouse.
Packaging Requirements: All returns must be in their original packaging to ensure safe return. If original packaging is unavailable, repackaging costs will be covered by the customer.
Transit Damage: Damaged items resulting from inadequate return packaging may not be eligible for a refund.

For any returns, exchanges, or cancellations, please ensure you consult with our team to ensure proper procedures for transit are followed.

6. Receiving Damaged Goods & Wrong Items

Inspection and Processing: Please allow the item/s to be returned to our warehouse in Brisbane, Australia, for inspection prior to a refund or exchange being facilitated. All refunds/exchanges will be processed within 5-10 business days of receiving the returned product.

Defective Goods The receiver must ensure to check all items immediately upon receiving them. If the pieces are going into storage, the receiver must unpack and inspect the items upon receiving them before storing them. And must alert us within 48 hours if there is any damage.

Defect Claim Process

To report any defects or issues with your order, please contact the Joinery by Bears Concierge Care Team:

Phone: 0411 013 310
Email: support@joinerybybears.com.

When reporting a defect, please provide the following information:

Order Number: Your unique order identification number.
Batch Code: The batch code associated with your order.
Description of Damage: A clear and concise description of the damage or issue with the items.
Photographic Evidence: Supporting photographs or videos of the damaged item(s).
Packaging Image: A clear image of the packaging, including the shipping label.
Event Description: A detailed account of the events leading to the damage, to help us understand how it occurred.

Please note:

Defects must be reported within 48 hours of receiving the goods. Failure to report within this timeframe may void any insurance for your goods, and a resolution may not be provided.
Issues reported after the 48-hour period are ineligible for consideration for replacement or repair.
This process does not include pick-ups.

For any further assistance, please do not hesitate to contact our Concierge Care Team.

If your order arrives with visible signs of mishandling or damage to the packaging, please take the following steps:

Document the Damage: Take photographs of the packaging to record the condition for both your records and ours.
Refuse Delivery: Do not accept the delivery from the driver. Politely refuse the delivery, citing the visible damage as the reason.
Notify Us: Once you have refused the delivery, please email us at support@joinerybybears.com. with the images and a description of the damage. This will allow us to investigate the matter further on your behalf.
Your prompt action in refusing the delivery and providing documentation will greatly assist us in resolving the issue efficiently.

7. Sales & Discounts

Discounts cannot be combined (e.g., trade discounts and promotional offers).
Price adjustments are not available for orders placed before a sale starts.
Clearance & final sale items are non-refundable and non-exchangeable.

8. Material Variation

Joinery by Bears use natural materials in our products, leading to variations in color, shade, tone, texture, and veining. These materials, including timber, marble, stone, leather, fabric, velvet, cowhide, and glassware, mean that each piece may differ from samples and may exhibit natural variations such as fissures, lines, and changes in color over time. Additionally, exposure to heat, cold, or weather can cause these materials to expand, contract, or distort. They may also stain or mark when exposed to certain substances and can be susceptible to damage from impact or scratching. These characteristics are intrinsic to the natural beauty of the materials and are not considered defects.

9. Warranties

All products from Joinery by Bears undergo rigorous quality control inspections. However, if you encounter any faults, please inform us promptly so we can address the issue.
Faults must be reported within 48 hours of receiving your item, even if it is going into storage. If you have a faulty or damaged product, please complete our Warranty Form, including images of the damage, your order number, and any supporting details

Warranty Periods:

Cabinets: 5 years
Engineered stone benchtops & basins: 2 years
Mirrors & accessories: 12 months

Warranty Conditions:

Items must be installed by a licensed professional as per Australian standards.
Water damage is not covered. Our vanities are water-resistant, not waterproof.
Faults must be reported within 48 hours of receiving the item.

Warranty Exclusions:

Discontinued or clearance items
Showroom clearance stock
Accidental damage during installation or misuse
Custom-made items (unless a manufacturing defect is present)
Warranty replacements or repairs do not include additional delivery or installation costs.

For warranty claims, email support@joinerybybears.com with:

Order number
Photos of the issue
Description of the problem

Warranty is voided if products are:

Improperly installed (not by a licensed professional).
Modified (e.g., drilled holes, repainting, or cutouts beyond standard customization).
Used for unintended purposes (e.g., vanities used in commercial spaces without prior approval).”

Our products come with guarantees that are not excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if they fail to be of acceptable quality and the failure does not constitute a major failure.

To the fullest extent permitted by law, Joinery by Bears disclaims all liability for any damage or injury to any person, damage to any property, and any indirect, consequential, or other loss or damage.

This warranty information is valid as of 12/06/2024

10. Force Majeure (Unforeseen Delays)

Joinery by Bears is not liable for delays due to weather, port congestion, shipping disruptions, or supplier delays.

If a force majeure event impacts delivery, we will provide updates but are not responsible for compensation.
In cases of force majeure, Joinery by Bears will provide alternative options where possible, including deferred delivery, store credit, or alternative product selection. Refunds will only be considered on a case-by-case basis.

Thank you for choosing Joinery By Bears!

By placing an order, you agree to the Terms & Conditions above. If you have any questions or concerns, please contact us at hello@joinerybybears.com.