Terms & Conditions

Last updated: 15 November 2025

These Terms & Conditions (“Terms”) govern the use of www.customvanity.com.au (“the Site”) and apply to all purchases made through the Site or directly with Custom Vanity (“Custom Vanity”, “we”, “us”, or “our”) via email or invoice.

By placing an order through the Site, or by confirming an order via email or invoice, you agree to be bound by these Terms.

 


1. Made-To-Order Products

1.1 Unless otherwise stated, all products sold by Custom Vanity are made to order based on the specifications you provide.

1.2 By placing an order, you confirm that all measurements, materials, finishes, configurations, and all other associated details are correct.

1.3 As each item is made specifically for you at your request, orders cannot be returned for a refund or exchange for change of mind.

1.4 This does not affect your rights under the Australian Consumer Law (ACL), including rights to a remedy if a product has a manufacturing defect or major failure.

 


2. Pricing & Payment

2.1 All prices are listed in Australian Dollars (AUD) and include GST.

2.2 Orders placed through our online store
Orders placed through our online store on the Site require full payment at checkout. 

2.3 Orders placed via email and paid by invoice
Payment terms differ depending on the product type:

2.3.1 Timber Orders (Vanities or Other Products)(Email/Invoice)

  • A 50% deposit is required to confirm the order.

  • The remaining 50% balance is due within 48 hours of completion and must be paid prior to collection or dispatch.

2.3.2 Laminate & 2 Pac Orders (Vanities or Other Products)(Email/Invoice)

  • These products require full payment upfront.

2.4 Preparation for your order begins once the required payment is received.

2.5 No order will enter production until the required payment (full payment or deposit) has been received.

2.6 All deposits and payments are non-refundable, except where required by the ACL.

 


3. Lead Times

3.1 We make every effort to provide accurate and up-to-date production and delivery lead time estimates; however, actual timeframes are not guaranteed and may change without notice.

3.2 Production and delivery timeframes may vary due to factors such as material availability, third-party supplier schedules, freight network disruptions, seasonal demand, public holidays, adverse weather, natural disasters, pandemics, or any other circumstances outside our control. Such delays do not entitle you to cancel your order, request a refund, or seek compensation.

3.3 This applies even if delays affect your renovation schedule, builder or installer availability, or overall project timelines.

3.4 If a delay is excessive and caused directly by us, remedies under the ACL may still apply.

 


4. Material Variations

4.1 Natural materials such as solid timber, timber veneer, and natural stone inherently vary in:

  • Colour

  • Grain

  • Texture

  • Veining

  • Tone

  • Pattern

These characteristics are normal and expected, and form part of the natural uniqueness of the material.

4.2 Engineered and man-made materials—including laminate, 2 Pac polyurethane (2 Pac), engineered stone (crystalline silica free), acrylic, composite surfaces, and similar products—may also exhibit variations between:

  • Production batches

  • Colour runs

  • Texture and sheen levels

  • Gloss or matte finishes

  • Printed patterns or decorative layers

These variations are not considered faults or defects.

4.3 While we make every effort to provide accurate and realistic representations, exact colour, grain, tone, texture, pattern, and finish matching cannot be guaranteed. 

4.4 All materials (natural and engineered) may exhibit variations when compared to:

  • Product photos, digital renders, or other images viewed online

  • Vanities or other products viewed in our workshop or elsewhere

  • In-person samples or swatches

  • Previous orders or batches

  • Different lighting environments and room conditions

  • Supplier manufacturing batches or colour runs

4.5 These natural and manufactured variations are normal characteristics of the materials and are not considered faults or defects.

4.6 These variations do not provide grounds for refunds, returns, remakes, replacements, or compensation. By proceeding with the purchase, the customer acknowledges and accepts the material characteristics and variations described in this section, in accordance with their rights under the ACL.

 


5. Installation Requirements

5.1 All vanities must be installed by a licensed tradesperson (e.g., builder, carpenter, or plumber).

5.2 Warranty claims will not be accepted for products that are not installed by a licensed tradesperson, and proof of installation will be required for all warranty claims.

5.3 We are not responsible for any issues arising from, or contributed to by, the following:

  • Incorrect or unlicensed installation

  • Poor wall structure or insufficient studs/support

  • Misaligned plumbing or incorrect plumbing preparation

  • On-site modifications or alterations made by installers or other trades

  • Water damage, moisture exposure, or inadequate bathroom ventilation

  • Damage occurring after delivery, including during storage, handling, or installation

5.4 All installers must verify measurements, clearances, wall conditions, plumbing locations, and product specifications before cutting walls, connecting plumbing, or commencing installation.

 


6. Third-Party Delivery

6.1 All third-party delivery timeframes are provided as good-faith estimates only and are based on the information available to us at the time of purchase.

6.2 Delivery timeframes may vary due to external factors outside our control.

6.3 Delays associated with third-party freight providers do not provide grounds for order cancellation, refunds, returns, or compensation. As delivery services are managed by external providers, we cannot guarantee exact delivery dates or timeframes; however, we will always communicate updates within a reasonable timeframe after they are made available to us.

6.4 You are responsible for ensuring the delivery driver has safe and reasonable access to complete the delivery.

6.5 Someone must be available at the delivery address on the scheduled delivery date to receive and sign for the order.

6.6 If a delivery attempt is missed, or if the driver is unable to deliver due to access issues, the freight provider may charge a re-delivery fee at their discretion. These fees are set by the freight provider and are payable by you, the customer.

6.7 Please note: Due to their own safety policies, third-party delivery drivers will deliver your order to the ground floor only, to a location that is safe, flat, and accessible using their mechanical lift aid (e.g., driveway, carport, garage, front entrance).

6.7.1 Please be mindful that:

  • Delivery drivers are not removalists

  • They cannot carry items upstairs or inside your home or construction site

  • You will need to organise adequate assistance to safely move your vanity

  • All vanities require two or more people to lift and carry

6.8 Once delivery has occurred, responsibility for safe handling, storage, and installation passes to you (or your nominated tradesperson). Please ensure your product is stored in a dry, secure, and suitable environment until installation.

6.9 For more information about your rights and responsibilities regarding delivery, please refer to our Delivery Policy.

 


7. Risk & Title

7.1 Ownership transfers upon full payment.

7.2 Risk transfers upon delivery to your nominated address or upon collection from our workshop.

 


8. Cancellations

8.1 You may request to cancel your order at any time; however, because all products are made to order and materials and production time are allocated specifically for your project, no refunds (including deposits) will be provided once payment has been received.

8.2 This condition applies regardless of changes to construction timelines, delays with trades, changes in personal circumstances, or any other external factors that affect your project.

8.3 This clause does not affect your rights under the ACL relating to defective products or major failures.

 


9. Refunds & Returns

9.1 Made-to-order products are not eligible for return, exchange, or refund due to change of mind.

9.2 Please refer to our Refunds & Returns Policy for full details.

9.3 Refunds are only provided where required by the ACL due to a major manufacturing defect or failure.

 


10. Warranty & Australian Consumer Law

10.1 All products are covered by the consumer guarantees under the ACL.

10.2 You may be entitled to a remedy if a product has a manufacturing defect or does not meet a consumer guarantee. For minor issues, we will determine the appropriate remedy — such as repair or replacement — in accordance with the ACL.

10.3 For issues that constitute a major failure under the ACL, you are entitled to a refund or replacement. For issues that do not amount to a major failure, we will provide a remedy within a reasonable time.

10.4 To ensure the longevity of your product, please follow the instructions in our Product Care Guide. Damage caused by failure to follow care instructions is not covered by warranty.

10.5 Our Warranty does not cover any of the following:

  • Natural or manufactured material variations, including colour, grain, tone, texture, pattern, sheen, or finish differences in timber, veneer, laminate, 2 Pac, engineered stone, or other materials

  • Installation-related issues, including damage arising from incorrect, unprofessional, or unlicensed installation; modifications made by installers; or failure to follow installation guidelines

  • Damage resulting from misuse, abuse, neglect, impact, accidents, excessive moisture or humidity caused by poor or inadequate ventilation or similar issues, direct water exposure, plumbing leaks, flooding, the use of unsuitable cleaning products (see Product Care Guide), or other external factors

  • Normal wear and tear, including minor surface marks, micro-scratches, or finish dulling consistent with regular use

  • Any alterations, repairs, modifications, or changes made after delivery, whether by the customer or a third party

  • Damage reported more than 24 hours after delivery or any damage discovered after installation, as installation constitutes acceptance of the product’s condition

10.6 For full details of what is and is not covered by warranty—including exclusions, requirements, and how to lodge a claim—please refer to our Warranty Statement, which forms part of these Terms.

 


11. Limitation of Liability

11.1 To the maximum extent permitted by law, Custom Vanity is not liable for:

  • Loss of profit

  • Builder or installer charges

  • Removal or reinstallation costs

  • Delay-related costs

  • Damage caused by tradespersons

  • Indirect, incidental, or consequential loss


11.2 Nothing in these Terms limits your rights under the ACL.

 


12. Governing Law

12.1 These Terms are governed by the laws of Queensland, Australia.

12.2 Any disputes will be handled within Queensland courts or tribunals.

 


13. Contact Information

If you have any questions or concerns regarding the information in this document, please contact us using one of the methods below:


Main Business Address

Unit 10, 16 Nuban Street
Currumbin Waters, QLD, 4223
Australia