All the legal stuff...
In this page, we will provide you with our terms of service and hopefully we can address all your questions.
Legal & Policy Information
Welcome to our Legal Page. Here, you’ll find everything you need to know about our terms of service, policies, and your rights as a valued customer. If you have any questions, we’re always happy to help.
🔥 Current Promotions & Sales
We currently do not have any active promotions. However, our next major sale—20% off all new orders—will launch as soon as we hit 20,000 followers (we’re currently at 18,700+). Stay tuned!
💰 Price Beat Policy (NSW & VIC)
As the largest event props supplier in Australia, we’re proud of the trust our clients place in us. To give back, we’ve introduced a price beat policy for our NSW and VIC branches.
If you’ve received a quote or invoice for a product that we manufacture (or are capable of manufacturing), we’ll beat it by 20%, provided the following conditions are met:
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The competing supplier can match our turnaround time and product quality.
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The quote is not already discounted.
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Only selected suppliers are eligible; we’ll confirm eligibility upon your request.
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The 20% discount must not cause a financial loss to Arch House.
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The competing supplier is government-registered and GST-registered.
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The supplier must be based in NSW or VIC.
🚚 Shipping & Delivery
We assist with packaging and preparing your order for shipment and can recommend reliable shipping companies.
Please note:
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Customers are responsible for arranging delivery and insurance.
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We are not liable for any loss or damage during transit.
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If Arch House delivers your order, it will be doorstep delivery to ground level only. Additional handling or relocation is the customer’s responsibility.
💸 Refunds & Returns
All custom-built products are non-refundable, as they are made to order for your unique requirements.
If you receive a product that is significantly different from what was agreed upon, we’ll open an investigation and work towards a resolution.
Important refund conditions:
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Custom products are only eligible for resolution if Arch House has made an error.
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We will repair or remake your item if an error is confirmed.
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Inspect your order upon delivery. Any issues must be reported within 24 hours.
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We do not accept refund or repair requests for items that have been altered or modified after delivery.
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If no resolution is reached, we may offer a replacement or full refund. You may be required to return the product at your own cost.
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If your item was insured during shipping and arrives damaged, contact the shipping provider for an insurance claim.
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As our items fall under the “furniture” category, most couriers do not offer insurance.
💡 Good to know: Our refund request rate is less than 1%, meaning 99%+ of our deliveries are successful and well-received.
All refund inquiries must be sent to refunds@archhouse.com.au with your invoice number in the subject line.
💳 Payments
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A 50% deposit is required to confirm your order.
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A 100% upfront payment places your order in our priority queue and may reduce production time by up to 2 weeks.
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Full payment must be received before collection or delivery.
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Late payments will incur a 4% daily interest on the remaining balance.
Accepted payment methods:
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Bank transfer
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PayPal (surcharge applies)
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Afterpay (surcharge applies)
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Cash
🔒 Privacy Policy
When you place an order, we collect necessary personal information to process and deliver your products efficiently. This may include:
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Your full name
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Email address
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Residential or business address
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Contact number
We do not share or sell your information to third parties, except when requested by Australian law enforcement agencies.
If such a request is made, we will always consult you first and seek your written consent, unless legally prohibited from doing so.
For any privacy-related inquiries, contact info@archhouse.com.au.