Terms of service

Online Shopping Terms and Conditions 

Welcome to ReTeka! We are excited to have you on board. Our top priority is to ensure that our Terms are clear and easy to comprehend. If you have any queries, feel free to reach out to us.

About these Terms

These terms govern the process of ordering, purchasing, and receiving products through our website and serve as a contract between you and Reteka Australia Pty Ltd (ReTeka). Your use of our website signifies your agreement to and acceptance of these Terms.

Important Information

These Terms are crucial, and it is advisable to read them attentively. We have outlined particular provisions within these Terms that we believe are necessary for your understanding, and they are elaborated on below..

Consumer rights

You are entitled to consumer rights under the Australian Consumer Law regarding our products, which cannot be excluded. Our Terms do not aim to restrict or waive these rights.

Our liability to you

As per these Terms, our liability is restricted by law, including Australian Consumer Law. Here's what that means, except for any consumer law rights or other explicit warranties we provide:

  • We disclaim all implied guarantees and warranties.
  • We are not liable for any incidental or consequential loss.
  • We are not responsible for product damage, loss, or theft occurring after delivery to you or an ATL (Authority To Leave) location.
  • Our liability for unauthorised credit/debit card use is limited to situations where our actions or failures directly contribute to the fraud.
  • Any liability to you under these Terms is subject to the following conditions:
  • Our responsibility will be diminished in proportion to any part you played in causing the loss
  • Our liability is capped at the total cost of products purchased by you, except in cases where our actions or inactions cause your loss.

Refer to the sections titled Your rights under the Australian Consumer Law and Disclaimer and limitation of liability for more information...

Changes to these Terms

These Terms might be updated periodically, but the version applicable to your order will be the one in effect at the time of your order placement...

Terms Modifications:

These Terms modifications require our written agreement; however, we may update them anytime. Updated Terms will be effective from the time they are posted on our website. We recommend reviewing these Terms and contacting us with any questions...

Order Process:

Upon order placement and payment confirmation, you'll receive an order confirmation email. This email doesn't guarantee product availability. It shows your order has been received. Your order is an offer to buy, accepted when we dispatch products and send you a dispatch confirmation email.

We have the right to accept or reject your order for any reason. Reasons include order errors, payment issues, address problems, unavailability, price errors, customisation issues, shipping restrictions, force majeure, excessive returns, and trade restrictions. If rejected, you'll be notified and offered a refund or store credit...

Pricing and Payment:

Prices on our website are in AUD, including GST. We accept various payment methods like credit card, PayPal, and other options shown during checkout. All payments are processed in AUD...

Free Shipping Promotions

The following conditions apply to all free shipping promotions, unless stated otherwise:

  • Free shipping, flat rate, or capped price promotions may be available on certain items and locations, during specified periods or on specified products.
  • These promotions only apply to standard shipping...

Payment Security:

We use a third-party processor to handle payments. They collect necessary payment info, such as card number, security code, and expiration date. These details are managed under their privacy policy and terms. We don't store or access full payment info. Bank account details may be gathered for refunds, handled according to our privacy policy.

To prevent credit card fraud, we use fraud detection. This may involve ID and card verification checks. While we aim to prevent fraud, we can't guarantee unauthorized parties won't access info. Orders requiring formal checks will be held until deemed legitimate. If not satisfied, we may cancel the order.

Delivery

Delivery Fees:

Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination from our Melbourne based warehouse.

The delivery fee for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge.

Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.

To see the fees for shipping, simply add items to your shopping cart, enter your postcode and a shipping cost estimate will be displayed. Final shipping costs are shown “in cart” during the checkout process, before the final payment step.

Our best price shipping fees are calculated based on a number of factors including the size, weight and number of items in your order, where your items are shipping to from our Melbourne based warehouse.

 Dispatch Time:

Product listings specify estimated dispatch time frames. Orders are generally dispatched in 2-4 business days from the warehouse when they are in stock. Orders received on Friday/weekend will be processed on Monday. Custom-made items may have longer dispatch time frames. Delays may occasionally occur due to factors beyond our control or if payments require fraud checks. We strive to dispatch orders promptly and will inform you of dispatches or anticipated delays...

Delivery Methods & Locations:

We collaborate with a variety of delivery businesses and courier firms to handle shipping nationwide. We deliver orders to the address supplied by you during checkout, and any subsequent changes must be made through Customer Care.

Deliveries are to the ground floor of buildings, and we can provide alternative delivery services for larger, high-value items, where available, for an additional charge. We cannot deliver to PO boxes or parcel lockers, as most of our items are too large, and require a signature upon delivery.

Our delivery partner may leave a card at the address, and you will need to arrange redelivery or pick up the package from an Australia Post outlet. We reserve the right to refuse delivery to specific locations due to high risk of loss or damage, or inaccessible areas, and in those cases, you can choose to use your own couriers and assume responsibility for delivery insurance.

Standard Delivery:

This delivery method offers fast and affordable shipping. Orders will be sent by a national carrier, such as Australia Post, Allied Express, or Couriers Please. Deliveries are made on ground floors; if a building is multi-story, the delivery company won't go beyond the ground floor front door.

Standard Delivery usually occurs on weekdays (8am-6pm), but this could extend into evenings or early mornings during peak periods.

Regrettably, we cannot offer a choice of delivery day or time...

Delivery of Large, Heavy or Fragile items

For fragile, heavy, or bulky items, we use specialist carrier companies for delivery. You will be notified before delivery to confirm the date, and if it's not suitable, you can contact the carrier to reschedule.

Specialist carriers can bring deliveries up to two flights of stairs and place it in the room of your choice, subject to their policies requiring indemnity. If you do not sign the indemnity, you accept the delivery at the front door of your premises.

Deliveries can be made above two flights of stairs if there's a usable lift with enough space and capacity for the goods.

Please ensure that the delivery path is clear before the team arrives to have a quick and safe delivery.

Deliveries will mostly occur between Monday and Friday (8 am to 5 pm), but may occur outside these hours. The carrier will inform you of your delivery time.

Our Products

We endeavour to ensure that all the products on our website are accurately described. Unfortunately, on some occasions it is possible that our website will contain errors, and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. In some cases, the products we offer for sale are handmade or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing. We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error. This will be classified as a change of mind and returning items based on change of mind will be at the expense of the customer.

To the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available or offered on our website are accurate, complete, reliable, current or error-free, nor do we make any warranty about the standard or quality of any of the products offered via our website.

Delivery Failure

It's crucial that you verify your information is accurate, particularly your delivery address, before submitting an order. If the address is incorrect and the package is returned, you will be charged for any additional shipping costs incurred for re-delivery. By placing an order, you agree to this policy. We require a contact phone number for the courier to arrange delivery, and if we and our delivery partner cannot deliver your order due to an error or fault after 2 attempts or 21 days (whichever comes first), we will cancel the order and refund you after deducting delivery and handling fees...

Multiple shipments

If your order includes multiple items, we may ship your items separately, at no additional cost to you, to ensure your products reach you as quickly as possible.

Title & Risk

Once we deliver your products, title and risk will be transferred to you. This will happen on the delivery date and time at your delivery address.  

RETURNS

Change of mind returns

If you change your mind, you’re welcome to return your item within 30 days of receiving it.

Simply email us and we’ll help arrange collection from your home.

Once your return is approved, we’ll issue a refund equal to the purchase price of the item, less:

  • the original delivery cost to your address, and
  • the cost of collecting the item back to our Melbourne depot

Please note that collection costs may differ from the original delivery fee.

To be eligible for a return, items must be in their original condition — unused, undamaged, and ideally repacked in the original packaging.

If you no longer have the original packaging, that’s okay — we can organise a specialist furniture carrier to handle the return. In this case, a 10% handling fee (based on your order value) will apply.

If your order included free delivery, only the return collection cost will be deducted.

Once your item is received and inspected, we’ll process your credit within 5 business days. Your credit will be valid for 12 months from the date of issue.

 Wrong item Delivered

If you’ve received the wrong item, please let us know as soon as possible — ideally within 3 business days of delivery.

We’ll take care of everything by arranging:

  • delivery of the correct item, and
  • collection of the incorrect item

All at no cost to you.

Cancellations

You’re welcome to cancel your order (or part of it) as long as it hasn’t been dispatched yet.

Simply email us and we’ll arrange your cancellation along with a prompt refund for the full amount paid.

Once an order has been dispatched, we’re unable to cancel it. However, you can still return the item under our 30-day returns policy.

Orders are typically dispatched within 10 business days of payment, unless the item is on pre-order or backorder.

Please note that custom-made or made-to-order items cannot be cancelled once your order has been placed.

Faulty items and Warranty Claims

At ReTeka, we stand behind the quality of our furniture. All items are guaranteed to be free from defects in materials and workmanship, and suitable for their intended use. Our warranties are provided in accordance with Australian Consumer Law.

If your item arrives with a defect, missing part, or has been damaged during manufacture or transport, please contact us as soon as possible — ideally within 3 business days of delivery.

To help us resolve this quickly, please include:

  • Your name
  • Contact details (a phone number is preferred)
  • Order number
  • Clear photos or a short video showing the issue

Send this through to info@reteka.com.au, and our team will assist you promptly.

What’s Not Covered

Our warranty does not cover:

  • General wear and tear from everyday use
  • Damage caused by improper assembly, use, or modifications
  • Damage from misuse, accidents, or abnormal use
  • Damage resulting from improper or insufficient care (including timber, fabric, or leather)
  • Minor variations in size, colour, grain, or finish — these are natural characteristics of timber
  • Small imperfections or superficial blemishes that do not affect functionality
  • Damage from excessive soiling, unauthorised repairs, or cleaning methods
  • Fading or deterioration from direct sunlight exposure
  • Damage caused by humidity, temperature changes, or liquids (including spills such as water or alcohol)

Important Note

Any improper or unauthorised use may void your warranty.

Warranty Claim Procedure

We may ask for damaged parts to be returned for inspection where required.

If the issue can be resolved without replacing the item, we’ll arrange a repair at no cost to you. If a replacement is needed, we’ll organise this for you — also at no additional cost.

 Claim Procedure for Damage in Transport

When your order arrives, please take a moment to inspect it carefully before signing for delivery.

If you notice any damage or issues:

  • Report it directly to the carrier at the time of delivery
  • If the item appears significantly damaged, we recommend declining the delivery

If your delivery has been arranged by us, please also email our team as soon as possible so we can assist in coordinating a claim with the carrier.

Important Information

As our furniture is delivered via third-party carriers, responsibility for transit damage sits with the delivery provider. Items damaged during transit are not covered under our warranty.

To lodge a claim, please provide:

  • Proof of purchase
  • Delivery date
  • Quality control slip (if included)
  • A clear description of the issue
  • Photos of the damage
  • Photos of the original packaging (where possible)

Returns for Damaged Items

If a damaged item needs to be returned, it should be repacked in its original packaging where possible.

If the original packaging is unavailable (for example, after home delivery and setup), please ensure the item is securely packaged to prevent further damage during transit.

We may request that damaged items or parts be returned for inspection.

Email Communication

By using our website, you agree to receive communications from us electronically — including via email and notices posted on our website.

These electronic communications satisfy any legal requirement for written communication.

Force Majeure

We are not responsible for delays, disruptions, or failure to fulfil our obligations where these are caused by events outside our reasonable control.

This may include circumstances such as natural events, government actions, industrial disputes, transport or supplier disruptions, accidents, or issues affecting technology and communication networks.

Applicable law

These Terms and Conditions, along with our Privacy Policy, are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

Our website is intended for use by individuals who are legally able to enter into binding contracts under applicable law.


Variations

We may update these Terms and Conditions from time to time. Any changes will take effect immediately once they are published on our website.

By continuing to use our website after updates are made, you agree to be bound by the revised Terms.

We recommend reviewing these Terms before making a purchase and checking back periodically for any updates. If you do not agree with any changes, you should discontinue using our website.


Relationship

These Terms and Conditions do not create any partnership, joint venture, agency, employment, or franchise relationship between you and ReTeka.


Sever-ability

If any provision in these Terms and Conditions is held invalid or unenforceable by a court of law, the remaining provisions will continue to apply in full force and effect.

Warranties

We stand behind the quality of our furniture. All items are covered by a 36-month warranty against defects in materials and workmanship, starting from the date of delivery.

If you experience an issue during this period, simply contact our Customer Support team at info@reteka.com.au, and we’ll arrange a repair or replacement where required.