Terms and conditions
These terms apply to quotes, orders and work carried out by Arch House Australia Pty Ltd.
Last updated 19 August 2026.
1. Who these terms are with
These terms are between you and Arch House Australia Pty Ltd, ABN 93 659 055 517, of Springvale, Victoria.
Arch House New South Wales is an authorised franchise of Arch House Australia Pty Ltd, trading under the registered name Ghan Custom Builds Pty Ltd, ACN 690 243 246. It is a separate business and orders placed with it are on its own terms.
2. Quotes
A quote is based on the drawings, measurements and finishes supplied to us at the time. If those change, the quote changes. A quote is not an order until it is accepted in writing and a deposit is paid.
3. Payment
A deposit of 50 per cent confirms your order. Your lead time starts from the date the deposit is received, not from the date you accept the quote.
Paying 100 per cent up front places your order in our priority queue and may reduce production time.
Full payment must be received before collection or delivery.
We accept bank transfer, PayPal, Afterpay and cash. A surcharge applies to PayPal and to Afterpay.
Invoices are payable by the date on the invoice. We may charge interest on amounts that remain unpaid after that date, at a rate stated on the invoice, and we may hold delivery until the account is settled.
4. Lead times
Lead times are estimates given in good faith and run from the date your deposit is received. Where a delay is caused by something outside our control, including a change you ask for after production has started, the lead time extends by a reasonable period.
5. Delivery and collection
We help package and prepare your order for shipment and can recommend freight companies we have used.
Unless we have agreed otherwise in writing, you are responsible for arranging delivery and for insuring the goods in transit, and we are not liable for loss or damage that occurs in transit.
Where Arch House delivers, delivery is to the doorstep at ground level. Moving the piece beyond that point, including up stairs or into a lift, is your responsibility.
Please arrange collection promptly once we tell you your order is ready. If an order cannot be collected within a reasonable time we may charge a storage fee, which we will tell you about in writing before it starts to accrue.
6. Materials
Unless we specify otherwise in writing, approximately 98 per cent of the material used in our products is MDF, which is medium density fibreboard. MDF is our standard manufacturing material because it is consistent, dimensionally stable, takes a routed profile cleanly and gives an excellent painted finish.
MDF is more susceptible to moisture damage than some alternatives if it is exposed to water or sustained humidity, can be heavier than some alternatives, and does not have the grain or the structural characteristics of solid timber.
If any other material is to be used, including solid timber, plywood, veneer or engineered timber, that is confirmed in writing before manufacture. Without that written confirmation, products are understood to be made primarily from MDF.
Standard MDF is for indoor use. It should not be exposed to sustained moisture, direct water or outdoor conditions unless it has been specified and treated for that.
Because MDF is an engineered board, slight surface movement, visible joins, paint lines and normal manufacturing tolerances can occur. These are characteristics of the material rather than defects.
7. Changes and cancellations
Tell us as early as you can if something needs to change. Once a piece has been cut, a change may not be possible without remaking it, and the cost of remaking it is yours.
Because our work is made to order for one space, custom products are not returnable simply because you have changed your mind.
8. If something is wrong
Inspect your order when it arrives. Tell us within 24 hours if anything is wrong so we can look at it while the evidence is fresh.
If what you receive is significantly different from what was agreed, we will investigate and work to a resolution. Where the error is ours we will repair or remake the item.
We cannot assess a fault on an item that has been altered or modified after delivery.
If we cannot reach a resolution, we may offer a replacement or a refund. You may be asked to return the product, and unless the fault is ours the cost of return is yours.
Where goods were insured in transit and arrive damaged, the claim is made with the freight provider. Be aware that many couriers will not insure furniture.
Refund enquiries go to refunds@archhouse.com.au with your invoice number in the subject line.
9. Your rights under Australian Consumer Law
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
10. Intellectual property
Drawings, digital models and design work produced by Arch House remain ours unless we agree otherwise in writing. Photographs of completed work may be used in our portfolio and on our social channels. Tell us before we start if you do not want your project photographed.
11. Privacy
How we handle personal information is set out in our privacy policy.
12. Governing law
These terms are governed by the law of Victoria, Australia.