Terms, Conditions & Warranty

INTRO

The following Terms and Conditions form the contract of sale and supply for all Sally Caroline products.
Sally Caroline reserves the right to modify, alter, revise or supplement these Terms and will use best endeavours to notify Customer of such revisions or changes.
It is the Customer’s responsibility to obtain and read the current Terms and Conditions.

The following Terms should be read in conjunction with our returns policy. https://sallycaroline.com/shipping-returns/

DEFINITIONS

‘Customer’ means the person or entity acquiring the Products/Services from Sally Caroline.
‘Products’ means the goods supplied by Sally Caroline to the customer.
‘Services’ means the services supplied by Sally Caroline to the Customer.

QUOTATIONS

Unless otherwise specified, the price provided by Sally Caroline for the Products and/or Services shall remain valid for a period of thirty (30) days from the date of quotation.
Sally Caroline reserves the right to revise pricing set out in the Quotation in the event of an error or omission.

ORDER CONFIRMATION

The Customer may order the Products and/or Services from Sally Caroline by:
(a) processing an online order;
(b) signing the Proforma Invoice and returning the same to Sally Caroline; and
(c) any other manner as accepted by Sally Caroline from time to time to receive instructions from the Customer for the supply of Products and/or Services. (the Order)
Sally Caroline will supply the Products and/or Services to the Customer for the price stated in the Quotation or Proforma Invoice. (Price)

The Customer must pay a 50% non-refundable deposit to proceed with the Order (Deposit).
No Products will be ordered until the Deposit is paid. Sally Caroline will not be held responsible for project delays due to late payment. Payment of the balance of the price set out in the Order is required prior to delivery, collection or installation of the Products.
For the purchase of in-stock Products, payment in full is required to secure stock and delivery or collection cannot be arranged until full payment of the Price is received.

CUSTOM DESIGNS

The design team at Sally Caroline are able to collaborate on custom designed products. Design fees will apply based on the Customer’s project requirements and additional fees may apply for variations.

Sally Caroline may apply a one-off additional fee for any Orders requiring a render for approval prior to production. All renders are intended as a guide only, and Customers should refer to physical samples for true colour and quality before confirming their Order.
All samples of custom designed products remain the property of Sally Caroline and must be retuned.

VARIATIONS AND CANCELLATIONS

Any variations to Orders must be requested by the Customer in writing. Sally Caroline cannot guarantee that variations will be accepted where payment of the Deposit has already been received.

Sally Caroline will use best endeavours to work with the Customer to find a solution in such circumstances.
The Customer acknowledges that any approved variations to an Order, including the type of Product and/or Services, or additional Services, may result in a change in the Price. The Customer agrees that it shall
be liable for the variation in the Price and all actual reasonable costs and losses incurred by Sally Caroline as a result of the variation.
Sally Caroline may cancel an Order by providing written notice to the Customer and shall return the Deposit to the Customer.

To the maximum extent permitted by law:
(a) Sally Caroline shall not be liable to the Customer for any loss or damage arising from or in connection with the cancellation of the Order by Sally Caroline for any facts, matters or circumstances outside the control of Sally Caroline, including acts or omission of the manufacturer of the Products, the transportation or freight services, industrial disputes, or acts of God; and
(b) Sally Caroline shall not be liable for any indirect, incidental, special or consequential loss or damages, loss of profits or anticipated profits or loss of business opportunity arising from the cancellation of the Order.

PRICE AND PAYMENT

All pricing for Products and Services is in Australian dollars and is inclusive of GST unless otherwise stated.
Sally Caroline will render a tax invoice to the Customer for the Price and any other applicable fees and charges, including freight and transport costs which were disclosed prior to or at the time of the Order.

Subject to payment of the Deposit, the Customer must pay the balance of the amount outstanding to Sally Caroline as specified on the tax invoice prior to the delivery of the Products and/or supply of the Services.
Payment can be made by credit card or electronic funds transfer (EFT).
Mastercard and Visa will incur a 2% surcharge, AMEX payments will incur a 3% surcharge.

If paying by EFT, customers are required to forward remittance to [email protected] to ensure prompt reconciliation of payment.

FURNITURE WARRANTY

Sally Caroline will provide a 3-year warranty on all furniture from the date of delivery against structural integrity under ‘normal use’.

The warranty covers the metal frame, the suspension and the foam integrity and defective craftsmanship, in accordance to Australian consumer law.

The Customer must refer to Sally Caroline’s Care and Maintenance Guide and the specific care treatment for the fabrics or materials applied to the Customers order.

The Customer acknowledges and agrees that this warranty will be voided if:
(a) the Customer fails to comply with the product care terms as set out in our Care and Maintenance Guide as well as any other special care conditions supplied with the goods at the time of purchase.
(b) a product has been disassembled, modified or repaired by a third party not approved by Sally Caroline.

The Customer acknowledges and agrees that this warranty does not apply to:
(a) chipping and scratches on powder coated metal due to wear and tear
(b) metal pieces that are not specific to outdoor use that are exposed to the elements
(c) raw metals oxidise and tarnish over time and not considered faults of manufacture.
(d) fabric and leather wear and tear, this may include scratches, expansion, chips, burns, splits
(e) fabric and leather that has faded or broken down due to exposure to sunlight (including through s skylight or window) or extreme weather conditions

RUGS WARRANTY

Sally Caroline will provide a 2-year warranty on all domestic rugs and a 1-year warranty on all commercial rugs from the date of delivery against faulty materials or workmanship provided that the Products is maintained correctly. The Customer should refer to Sally Caroline’s Care and Maintenance Guide.

The Customer acknowledges and agrees that this warranty does not apply:
(a) where the rug has been water damaged, steam or dry cleaned excessively or altered by third parties; and
(b) to tears, burns, pulled loops, cuts, shedding or any other damage caused by improper cleaning agents or methods.

WARRANTY CLAIMS

To notify Sally Carline of a warranty claim, email us at [email protected] and include the following:

(a) photos of the alleged fault
(b) a copy of the tax invoice or purchase receipt

Once received, we will determine whether an inspection will be required by an appointed Sally Caroline representative, or returned to Sally Caroline.

Sally Caroline reserves the right to either repair or replace the item if there is a fault or defect. The Customer will be notified of the necessary repair or replacement in writing. To the extent permitted by law, Sally Caroline shall not be liable for loss of time, inconvenience, commercial loss, incidental or consequential damages.

Please obtain written authorisation from Sally Caroline before attempting a return. Returns without prior written authorisation will not be accepted.

DEFECTIVE PRODUCT

Products undergo inspection by the manufacturer before release to ensure they are in good condition, complete, and ready for shipment. The carrier is responsible for inspecting the products at the point of origin.

Should the Customer notice damage to the packaging, or damage to the purchased item upon arrival, please photograph and report to us immediately [email protected]

Please obtain written authorisation from Sally Caroline before attempting a return. Returns without prior written authorisation will not be accepted.

CONSUMER GUARENTEES

Nothing in these Terms is to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law and which by law cannot be excluded, restricted or modified.

Where Schedule 2 of the Competition and Consumer Act 2010 (the Australian Consumer Law) and/or the Fair Trading Acts in any of the States and Territories of Australia apply to the Order, the Customer will:
(a) in the case of the Products, be entitled to have all or part of the Products repaired or replaced, or to a refund of all or part of the Price for the Products, which are defective; and
(b) in the case of Services, be entitled to have all or part of the Services re-performed, or to a refund or compensation for any decrease in value from the Price, for all or part of the Services which are defective,
(c) however Sally Caroline reserves the right to:
(i) inspect and require proof of the defect before accepting a request by the Customer under this clause; and
(ii) repair the Products or re-perform the Services instead of a replacement, compensation or refund where there is a minor problem with the Products and/or Services.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, Sally Caroline shall not be liable to the Customer for any loss or damage arising from or in connection with the Products and/or Services as a result of:
(a) any act or omission of the Customer, including any maltreatment, inattention, interference, tampering or improper use of the Products and/or Services which is inconsistent with their intended use and purpose;
(b) any negligent, fraudulent, reckless, unlawful or other wrongful act or omission of the Customer;
(c) any failure to adhere to maintenance requirements necessary for the Products;
(d) any failure to follow any manual, guidelines or instructions provided by Halcyon Lake or the manufacturer of the Products;
(e) facts, matters or circumstances outside the control of Sally Caroline, including acts or omission of the manufacturer of the Products, the transportation or freight services, industrial disputes, or acts of God; and
(f) fair wear and tear.

The Customer acknowledges that the consumer guarantees do not apply to the Products and/or Services in the event:
(a) the Customer changes their mind about the Products and/or Services;
(b) knew or was made aware of any faults or defects in the Products before the Customer placed their order;
(c) the Customer requests the Services to be carried out in a manner contrary to the representations and advice of Sally Caroline;
(d) the Products have received maltreatment, inattention or interference or have been used, applied, packaged or stored by the Customer other than in accordance with Sally Caroline’s instructions and recommendations; or
(e) products not approved by Sally Caroline have been used with the Products.

Once products are delivered, all safety liability transfers to the customer. Sally Caroline will not assume any responsibility for the safe use of products once ownership has transferred to the customer.

LEAD TIMES

The Customer acknowledges and agrees that:
(a) in the event the Customer cancels or postpones delivery and/or installation on less than 36 hours’ written notice to Sally Caroline, a cancellation fee of 50% of the delivery cost will apply; and
(b) in the event the Customer cannot accept delivery of a Product on the due date for delivery, Sally Caroline will store the Products and the Customer will be responsible for all associated storage and re-delivery costs.

All overseas deliveries will be quoted on a per case basis. The Customer will be responsible for any taxes and duties payable in the destination country.
In the instance where the Customer is using Sally Caroline’s contracted installers it is the Customer’s responsibility to review the installer’s terms and conditions which will be supplied separately. Surcharges may apply in addition to quoted price for weekend installations.

The Customer acknowledges and agrees that all lead times quoted are approximate and can be subject to unexpected delays.

Sally Caroline will use best endeavours to achieve expected delivery dates, however will not be responsible for extensions to lead times which may be required. Lead times are quoted from time of deposit and sample approval, production time of samples is in addition to normal production times. The Customer should allow an additional 1-2 weeks where public holiday periods including Easter and Christmas fall within the standard lead time.

STORAGE

Once your order is complete, our team will be in touch to arrange delivery. If you are unable to accept delivery within 7 days of your product’s completion, for our stools a storage fee of $10 per stool, per week will be payable. For rugs additional fees will apply at our discretion based on size.

Storage invoices will be invoiced to you on a weekly basis and must be paid in full prior to your delivery taking place.

SIZE TOLERANCE

The Customer acknowledges and agrees that sizes of all hand-made Products are subject to acceptable industry standard tolerances.

It is the Customer’s responsibility to advise Sally Caroline of any specific minimum or maximum size requirements for a Product so that Sally Caroline can inform its manufacturers.
Customers should refer to Product specification sheets for further information.

FADING

Gradually over a long period of time Products may fade or colour intensity may change, particularly if Products are exposed to direct sunlight. Sally Caroline recommends blinds, curtains or UV protected glass to reduce direct exposure to sunlight.

STATIC

Wool and man-made fibres such as nylon can develop static electricity from friction and use. Static is an environmental occurrence, caused by the build up of static charge that is exacerbated by low levels of humidity.
The generation of static electricity is not considered a manufacturing defect as it is highly dependent upon the individual environment in which the carpet or rugs are installed. Other fixtures and finishes as well as electrical equipment can also have a bearing on static electricity.

Static electricity can become more problematic during Winter when humidity is typically lower. The use of humidifiers is one means of increasing the level of humidity in the air and reducing static.

PRIVACY & SECURITY

Sally Caroline Pty Ltd respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988 (Cth). This policy sets out how we collect and treat your personal information. “Personal information” refers to identifiable information we hold about you.

Collection of Personal Information
Sally Caroline Pty Ltd will receive and store personal information you provide to us directly, enter onto our website, or provide in other forms. Basic information such as your name, phone number, address, and email address may be collected to send information, provide updates, and process orders. We may collect additional information at other times, including feedback, personal or business information, content preferences, survey responses, financial or credit card details, and customer support interactions. We may also collect any other information you provide while engaging with us.

How we collect your personal information
Sally Caroline Pty Ltd collects personal information through electronic or in-person interactions, website access, and when providing services. Personal information may be received from third parties, which we will protect as outlined in this Privacy Policy.

Use of your personal information
Personal information collected by Sally Caroline Pty Ltd may be used to provide information, updates, and services. We may also inform you about new products, services, and opportunities. Your personal information helps us improve our products, services, and understanding of your needs. We may contact you through various means, including telephone, email, SMS, or mail.

Disclosure of your personal information
Personal information may be disclosed to our employees, officers, insurers, advisers, agents, suppliers, or subcontractors as necessary for the stated purposes. Information is only shared with third parties for service delivery.

We may disclose personal information to comply with legal requirements, such as laws, regulations, court orders, subpoenas, warrants, or law enforcement agency requests.Personal information may also be used to protect copyrights, trademarks, legal rights, property, or safety of Sally Caroline Pty Ltd, www.sallycaroline.com, customers, or third parties.Information may be stored, processed, or transferred between parties located outside Australia.
In the event of a change in control, sale, or transfer of business assets, user databases containing personal and non-personal information may be transferred under a confidentiality agreement. Information will only be disclosed in good faith and as required by the mentioned circumstances.

By providing personal information, you consent to the terms of this Privacy Policy and the disclosed types of information handling.

Security of your personal information
Sally Caroline Pty Ltd is committed to ensuring the security of the information you provide. We have implemented suitable physical, electronic, and managerial procedures to protect and secure information from misuse, interference, loss, unauthorised access, modification, and disclosure.

The transmission and exchange of information are carried out at your own risk. While we take measures to safeguard against unauthorized disclosures, we cannot guarantee that collected personal information will not be disclosed inconsistently with this Privacy Policy.

Access to your personal information
In accordance with the Privacy Act 1988 (Cth), you may request details of the personal information we hold about you. A small administrative fee may apply. If you believe any information, we hold is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us at [email protected].

We reserve the right to refuse certain information requests as outlined in the Privacy Act.

Changes to our Privacy Policy
Please note that we may change this Privacy Policy in the future. Modifications may occur at any time at our discretion, and they will be effective immediately upon posting on our website or notice board. We recommend checking our Privacy Policy periodically for updates.

intellectual Property

INTELLECTUAL PROPERTY

The Sally Caroline logos are registered trademarks of Sally Caroline Pty Ltd.
You acknowledge that all intellectual property rights, including graphics, logos, trademarks, distinctive brand features, design, text, icons, their arrangement, sound recordings, and software related to the website, are owned by the Publisher (Sally Caroline Pty Ltd), its related bodies corporate, or third parties. These rights are protected by Australian and international laws, and their use requires prior written consent from the respective owner.

The information on this website should not be used in a manner that infringes the intellectual property rights of any person. The Publisher makes no warranties or representations that your use of the information will not infringe such rights. You may view and use the contents of this website for personal, non-commercial purposes only, in accordance with the Copyright Act 1968 and similar legislation. Reproduction, modification, distribution, storage, transmission, publication, display, or commercialization of any part of this website or information obtained from it requires prior written consent from the Publisher or the copyright owner of third-party materials.

Modifying or copying the website’s layout, appearance, computer software, or code, as well as attempting to access or discover the related source code, is prohibited. By corresponding or communicating with the Publisher, you grant Sally Caroline an irrevocable, perpetual, non-exclusive, royalty-free, worldwide license to use, copy, display, and distribute the content of your communication. This includes preparing derivative works and incorporating the content into other works for publishing and promoting purposes, such as testimonials or product improvements.

WEBSITE

WEBSITE, COOKIES & THIRD-PARTY SITES

When you visit our website (www.sallycaroline.com), we may collect certain information such as browser type, operating system, and the website you visited before accessing our site. This aggregated information helps us analyse user behaviour and improve our service.

We may use cookies on our website, which are small files used to identify you upon returning to the site and store details about your usage. Cookies are not malicious programs and can be rejected by changing your browser settings, although this may limit website functionality. Cookies may be used to analyse website traffic and display relevant ads through third-party services like Google AdWords. These ads may appear on our website or other sites you visit.

Our site may contain links to websites not owned or controlled by us. These links are provided for convenience only and do not constitute sponsorship, endorsement, or approval. Sally Caroline Pty Ltd is not responsible for the privacy practices of these external websites. We encourage users to review the privacy statements of each website that collects personally identifiable information when leaving our site.

Contacting us

CONTACTING US

If you have any questions about this privacy policy and would like further information, please contact us by any of the following means during business hours Monday to Friday. Should you have a complaint, we take these seriously and will respond promptly upon receiving written notice of the issue.

Studio 2, 67 St Johns St Windsor 3181
[email protected]
+61 431 203 466

Our Studio

Our Collection