Terms & Conditions
The Banyan Tree requires a street address for all deliveries, unfortunately we do not deliver to PO boxes. Deliveries are ONLY door to door and not brought into the premise unless stated otherwise.
Please note that rubbish removal, assembly, placement or unpacking of goods are not included in your shipping quote unless stated otherwise.
- Contactless Click & Collect available in our Camberwell Showroom (Victoria) for ALL items, free.
- Free Delivery for specific collections only, such as Ethnicraft.
- Flat Rates: We offer the following flat shipping rates:
- $15 for all homewares and smaller items,
- $70 for all framed prints, canvases, mirrors and larger pieces
PLEASE NOTE THIS IS FOR FULL PRICE ITEMS ONLY.
For sale items, we will contact you directly and provide a quote at competitive prices, however this only applies to metro areas within Australia. We want to ensure your goods arrive safely and with the least chance of damage, so in most cases we will use specialised furniture couriers which may come at a higher price.
If for any reason you cannot be present to accept delivery or if you wish for goods to be left in a safe place unattended, you must clearly make note of this when placing your order. Note: Authority to leave goods unattended will void all transit insurance claims. The Banyan Tree is not liable for theft, damages or loss resulting from your goods being left unattended.
Pick up from our Camberwell Showroom is always an option, and it’s free! Customer pickups on large pieces are done so at the bearer's responsibility and damage claims will not be accepted.
Lead times can vary depending on the item, from as little as 1 week or as long as 16 weeks depending on manufacturing and shipping times. An order confirmation will be sent to your email immediately after you place your order, and you will be further advised within 2-5 business days on an estimated time of arrival for your item(s).
We will strive to deliver your items within the specified timeframe, however please note that lead times are an estimate only and they may change due to circumstances beyond our control.
How is my order shipped?
For smaller items, we ship via Temando and Australia Post. Lead times may vary depending on your location, so please allow between 1-8 business days. We will endeavour to dispatch your item as soon as possible but in the instance that you require your order urgently, please let us know and we will do our best to get it to you as quickly as possible.
Pieces of furniture are shipped via specialised couriers to ensure a safe transit and arrival of your item(s).
Do you send to a PO Box Address?
No, unfortunately not. Please provide us with a residential or business address as we do not accept a PO Box number.
What if my order arrives damaged?
All items must be opened and checked within 48 hours of receipt.
Otherwise, we cannot be liable for damage incurred during transit. Any damaged or faulty claims or refunds after 7 days of delivery will not be accepted as a refund and be treated as a warranty claim. In this case, it will be the responsibility of the customer to pay for all return costs.
- In order to make your returns process seamless and easier to assess, please take an image of your package/carton when it arrives.
- In the case that your item arrives damaged or faulty and you make a claim within 7 days of delivery, you will not be liable for any return shipping charges.
*Please do not attempt to return the items before speaking to one of our specialists, you may be responsible for any associate expenses if you do so.
In the unlikely event that your item arrives damaged or faulty, please follow the process below and our team will provide the best resolution for a replacement (if available), store credit or a full refund.
- Contact our team via email camberwell@thebanyantree.com.au
- Please email photographs of the fault/damages, including a photo of the package upon arrival, to our team for your request to be processed. Please include your name, order number and contact details.
Please note: We will be unable to proceed with a faulty return request without images of the reported damages for reference.
- Once your return request has been confirmed, please print a copy of the completed return authorisation form and place it inside the box or parcel you are returning.
Please note: If the item is faulty and you are no longer in possession of the original packaging, please contact our team to discuss further.
- Upon return, your merchandise will be inspected and any refund required will be issued within 7 business days back to the payment option you chose with your original order.
SOLID TIMBER DISCLAIMER:
- Product images are for illustration purposes only and may differ from the actual product.
- You should expect colour, grain and other natural imperfections and variations on natural timber pieces, which is what gives them a unique charm. These will not be considered damaged pieces.
- It is not possible to request a certain colour as all pieces come in their own individual colour and finish. No two pieces will ever be the same.
- With solid timber pieces, we can never guarantee 100% that split/cracks will not occur.
Can I track my order?
Once your order has been dispatched, you will receive a notification with a tracking number. You can then track your item online.
Can I pick my order up?
Yes! You are always welcome to collect your order directly from our showroom in Camberwell.
International Shipping
At this stage unfortunately we only ship Australia wide and do not offer international shipping.
RETURNS POLICY
Unfortunately we do not offer cash refunds on items purchased, however we can offer you a store credit.
Any returned item must be in perfect condition with no damage to the item or the packaging. Goods must in their original packaging particularly for change of mind returns.
Return postage will be at the buyers expense unless stated otherwise.
Please note: a restocking fee of 30% will be applicable on change of mind returns for bulky items. This amount will cover the reasonable costs of ordering stock in for you, as ordered items unfortunately cannot be returned to the manufacturer.
In the occurrence of a faulty item please report it to us within 48 hours of your purchase date or receiving your order. We will always endeavor to offer a replacement however in the rare occasion that we are unable to supply a replacement, a store credit (in some cases a refund) will be issued.
On non damaged goods our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Sale items (if applicable): Unfortunately sale items cannot be returned, exchanged or refunded.
BUY NOW, PAY LATER
We have teamed up with AfterPay to allow you to pay for your purchase over 4 equal instalments due every 2 weeks. All you need to do is select AfterPay at checkout! You must be over 18 years old and be the authorised holder of an eligible debit/credit card to apply. Terms and Conditions apply.
Alternatively, you can apply for Zip Pay and tailor your payments to suit your lifestyle! Pay over time from as little as $40 a month, interest free. Terms and Conditions apply.
LAY-BY POLICY
A 30% deposit is required to establish a lay-by. Lay-bys are available for up to 8 weeks and regular fortnightly payments must be made. Special terms and conditions are subject to the discretion of Management.
Collection of Goods
Goods are only to be collected from the original store of purchase once all payments have been received.
Customer Cancellation
You are entitled to cancel your Lay-By agreement at any time prior to the collection of the goods. All funds paid, less applicable termination fees will be reimbursed to you.
Termination Fees
Companies are entitled to charge a reasonable termination fee for cancellation of Lay-By agreements. The fees applicable to your agreement are 30% if cancelled within the first thirty (30) days and 50% if cancelled after the first month. This amount will cover the reasonable costs of ordering stock in for you, as ordered items unfortunately cannot be returned to the manufacturer.
Further Information on Rights
To source further information regarding your right under any Lay-By agreement, please visit the following websites:
