Product Installation Service Policy and Eligible areas

Installation Service — Add-On Policy (VIC Only)

Scope

• Installation is an optional add-on for eligible products and addresses in selected Victorian postcodes only.

• Service includes delivery to room of choice, unboxing, basic assembly/setup, and removal of packaging (unless you ask us to leave it).

Eligibility & Service Area

• We install only within our approved VIC postcodes. 

• Orders to non-eligible postcodes are delivered boxed (no installation).

Booking & Availability

• All bookings are subject to installer availability.

• Exact arrival times aren’t guaranteed.

Adding Installation After Ordering

• If you decide to add installation after placing an order, you must pay the installation fee in full before we book the appointment.

• If your order has already dispatched, installation may be scheduled as a separate service call (additional lead time may apply).

Delays & Events Outside Our Control

• Delivery and installation times are estimates only and may be delayed by traffic, weather/climate, and travel time from our warehouse to your address.

• We’ll notify you of any material delay and provide the next available appointment.

Access & Site Readiness

• You’re responsible for providing safe, clear access (driveway/parking, entryways, stairways, lifts, pathways) and advising us of any hazards (pets, smoking, environmental sensitivities).

• If we can’t complete the service due to access or site readiness, a re-attendance fee may apply.

If Postcode Is Not Eligible (You purchased installation by mistake)

• We will not book installation. Your order will be delivered boxed instead.

• We will refund the installation fee (see Refunds & Remedies).

Refunds & Remedies (Installation Add-On)

• If installation cannot be provided (e.g., postcode ineligible), you’re entitled to a refund of the installation fee to your original payment method or, if you prefer, store credit.

• This does not affect your rights to the product itself.