Here at the Secret Room, we are committed to providing an excellent level of service and customer satisfaction. In the interest of conducting our business in a fair and just manner we have outlined a policy, detailed below, to clearly indicate our behaviour and stance on matters when dealing with you, our valued customer. This policy sets out the terms and conditions which our customers are consenting by virtue of their accessing and purchasing from The Secret Room Website.
All transaction are processed in AUS dollars and are inclusive of GST.
Out of Stock items –
Most of our stock is sourced directly from the supplier and requires a stock check. Stock will be confirmed within 24 hours of an order being received. This is necessary as our supplier’s stock levels change daily and we are not always notified of these changes. If an item is temporarily unavailable we will contact you with alternatives or the expected lead-time.
Order Confirmation –
An order confirmation will be forwarded to you in acknowledgement of receipt of your order. This document superseded all prior correspondence in relation to your order (verbal, written, graphic or otherwise). We will proceed with your order, as per your order confirmation, unless we receive written notification of any requested changes within 24 hours. Once your order has been confirmed any request for subsequent changes must be sent in writing. No guarantee can be given that the requested change can be made.
Return Policy –
Decorative homewares and small furnishing may be returned within 7 days of purchase date, no questions asked, for a store credit of the amount spent.
Larger items will be reviewed on an individual basis. If we can organize with the supplier to offer a refund, we definitely will. However, this is not guaranteed and also not likely. If a supplier can only offer a credit for returning the order then The Secret Room can only issue the customer with a credit to be spent at The Secret Room and cannot offer a refund at this time. Please ensure you ask all relevant questions before purchasing.
Custom made items cannot be returned or refunded.
Faulty & Damaged Goods –
Naturally we endeavor to deliver all our furniture in good condition. We spend many hours talking to our suppliers about packing and shipping our products so they arrive safely. However, Unfortunately accidents do happen. Please contact us via phone or email within 24hours of receipt of goods so we can rectify a faulty or damaged product immediately for you. If there is a delay with your order due to inclement weather, we will do our best to notify you.
The Secret Room shall endeavour to comply with any estimated or confirmed delivery date, but The Secret Room shall not be liable for any loss arising out of any delay in delivery.
The Customer shall accept delivery when tendered whether before or after the estimated date. If the customer does not take delivery when tendered The Secret Room shall be deemed to have performed its obligation in respect of the goods. The customer shall pay any additional expenses incurred by The Secret Room including (but not limited to) a storage charge and redelivery charges.
It is the Customer’s responsibility to ensure that the goods can be delivered without risk of loss or damage to the Customer’s property. The delivery team may consider that delivery to the chosen location may result in damage to the Customer’s property. In such circumstances the team will inform the customer or the Customer’s representative and delivery will continue only once the Customer or the Customer’s representative has signed the delivery waiver.
The Customer is asked to examine the goods as soon as reasonably possible after delivery and notify the company of any fault or damage as soon as possible within 24 hours.
Samples and colour representation -
We have made every effort to ensure that samples shown on the website are a fair representation of goods to be supplied to the customer.
Please keep in mind that both wood and leather are natural products and some variations can occur, but the company shall not be liable unless the variation is substantial.
We have made every effort to display as accurately as possible the colours of our products that appear on the site. However, the actual colours you see will depend on your monitor and settings, we cannot guarantee that your monitor’s display of any colour will be accurate to the real colour. If you have any doubts about the colour please ask us to send you out a colour swatch.
Limit of Liability –
To the maximum extent permitted by law, we exclude all liability to you or anyone else for any loss or damage of any kind (however caused, including by negligence) arising from or relating in any way to the use of this website or any of the content.
This includes, but is not limited to, the transmission of any computer viruses or anything else that may interfere with or damage the operations of your computer systems.
We will not be liable to you for any indirect, incidental, special or consequential loss arising from or relating in any way to your use of this website.
Whilst The Secret Room strives to keep our website accurate and up to date, it may contain errors, inaccuracies or may not be current at the time of viewing.
The Secret Room reserves the right to update the terms and conditions set out herein without notice.