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.

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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.

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🔥 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.

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