All the legal stuff...

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.

​

Arch House New South Wales is an authorised franchise of Arch House Australia Pty Ltd under registered name Ghan Custom Builds Pty Ltd ACN 690 243 246 and the following T&Cs are imposed on all orders processed by Arch House NSW.

​

🔥 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:

• The competing supplier can match our turnaround time and product quality.

• The quote is not already discounted.

• Only selected suppliers are eligible; we’ll confirm eligibility upon your request.

• The 20% discount must not cause a financial loss to Arch House.

• The competing supplier is government-registered and GST-registered.

• 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:

• Customers are responsible for arranging delivery and insurance.

• We are not liable for any loss or damage during transit.

• 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:

• Custom products are only eligible for resolution if Arch House has made an error.

• We will repair or remake your item if an error is confirmed.

• Inspect your order upon delivery. Any issues must be reported within 24 hours.

• We do not accept refund or repair requests for items that have been altered or modified after delivery.

• 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.

• If your item was insured during shipping and arrives damaged, contact the shipping provider for an insurance claim.

• 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

• A 50% deposit is required to confirm your order. Your lead time only commences from the date you make the deposit.

• A 100% upfront payment places your order in our priority queue and may reduce production time by up to 2 weeks.

• Full payment must be received before collection or delivery.

• Late payments will incur a 4% daily interest on the remaining balance.

• Once your product(s) are ready, please arrange to collect them ASAP. If you're unable to collect your products within a reasonable time-frame, Arch House Australia has the right to impose storage fee to keep your products.

Accepted payment methods:

• Bank transfer

• PayPal (surcharge applies)

• Afterpay (surcharge applies)

• Cash

🔒 Privacy Policy

When you place an order, we collect necessary personal information to process and deliver your products efficiently. This may include:

• Your full name

• Email address

• Residential or business address

• 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.

​

​

Material Disclosure

Unless otherwise specified in writing, clients acknowledge and accept that approximately 98% of the material used in the manufacturing of our products consists of MDF (Medium Density Fibreboard). MDF is our standard and primary manufacturing material due to its consistency, durability, smooth finish, and suitability for premium painted and custom-designed products. While MDF offers many advantages for cabinetry and furniture manufacturing, clients should also be aware that MDF can be more susceptible to moisture damage if exposed to excessive water or humidity over time, may be heavier than some alternative materials, and does not have the natural grain appearance or structural characteristics of solid timber.

Should any alternative material be used, including but not limited to solid timber, plywood, veneer, engineered timber products, or any other material variation, this will be clearly specified and confirmed in writing prior to manufacturing or supply. In the absence of such written confirmation, all products are deemed and understood to be manufactured primarily from MDF.

​​

About MDF (Medium Density Fibreboard)

MDF (Medium Density Fibreboard) is an engineered wood product manufactured by compressing fine wood fibres with resin and wax under high temperature and pressure. It is widely used in the furniture and joinery industry due to its smooth surface, structural consistency, stability, and excellent paint finish capabilities.

Unlike natural timber, MDF does not contain visible knots, grain variations, or natural imperfections, making it ideal for precision manufacturing, routed profiles, decorative finishes, painted cabinetry, reception desks, feature panels, and custom furniture applications. MDF also provides a cleaner and more uniform finish compared to many natural timber products.

Standard MDF is designed primarily for indoor use and should not be exposed to excessive moisture, direct water contact, or prolonged outdoor conditions unless otherwise treated or specified. Minor expansion, swelling, or surface changes may occur if exposed to moisture or humidity beyond recommended conditions.

As MDF is an engineered product made from compressed wood fibres, slight surface movement, minor joins, paint line visibility, or natural manufacturing tolerances may occasionally be present and are considered standard characteristics of the material rather than defects. Proper care and maintenance will help ensure long-term durability and performance of MDF products.

​

​

​

​