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Our Policies

REFUND POLICY

Castle and Cubby are in the business of building dreams and memories so it is of utmost importance to us that our clients have a great experience of our business and our products to ensure we keep the dreams alive.

We 100% stand by our product quality and guarantee that if you experience any issues from the hand manufacturing process or through fault from the shipping process, we will absolutely repair if required, and in a rare case where repairs will not do the job, we will absolutely replace the product at no cost to you. 

Understandably as a small business we cannot refund for change of mind upon receiving the product. To ensure you know what to expect we ask you to do due diligence and review our 5 Star Google reviews, client testimonies, and our images to ensure our product will meet your expectations. We know it will!

Also, be sure to read our care and maintenance guide to be prepared for being the owner of a truly beautiful timber product. 

Call us anytime for ANY questions, we are here to help. 

The BIG kids at Castle and Cubby


SHIPPING POLICY

Castle and Cubby ("we" and "us") is the operator of (https://www.castleandcubby.com.au) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

All orders are built to order, we do not carry stock on hand of any items.  

Our usual turnaround time is 4-6 weeks. This period starts when a deposit or payment in full has been made to confirm your order and the last date is when it is available for despatch from our workshop.

How can/will I receive my goods?

  • You may pick up from our workshop in Bayswater VIC upon notification that the goods are ready to be collected.
  • We can arrange transport to your location using our trusted network of freight companies. Depending on the size of your order and your location we may use usual freight companies or removalists.
  • You may organise your own transport and we can provide the dimensions of the product to assist. There may be a handling cost charged to account for your specific transport needs such as wrapping or assistance loading.

Where Castle and Cubby are organising freight on your behalf, we reserve the right to choose the most appropriate shipping carrier that will ensure safe passage as well as costs that do not exceed the amount charged at the checkout or in a manual quote.

Once your item has left our workshop it is no longer in the control of Castle and Cubby and as such any issues relating to the delivery and condition of goods upon arrival will need to be managed by you with the 3rd party shipping supplier. Where you are having difficulties with this process, Castle and Cubby can and will attempt to assist where possible.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due To Change Of Mind
Castle and Cubby will happily accept returns due to change of mind as long as a request to return is received by us within 10 days of receipt of item and are returned to us in original packaging, unused, and in resellable condition within 30 days.

Return shipping will be paid at the customer's expense and will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

Castle and Cubby will refund the value of the goods returned but will not refund the value of any shipping paid.

3.2 Warranty Returns
Castle and Cubby will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

A warranty claim form will need to be completed within this time frame including images of the item and a detailed description of the issue.

Castle and Cubby will arrange for repair of the faulty item or component first if possible and if not possible will arrange for full replacement of the faulty item or component at not cost to you the client.

Where a warranty claim has been submitted within 90 days of receipt of goods, you can expect Castle and Cubby to process your warranty claim within 7 days.

Once a warranty claim is confirmed we aim for full resolution within 30 days.

4. Delivery Terms

4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days, however delays can occur due to a number of unforseen issues such as weather events, lockdowns and

4.3 Dispatch Time
Orders are usually dispatched within 4-6 weeks of payment of order.

Our warehouse operates on Monday - Friday 7am - 3pm, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. Please note that significant changes to delivery address may result in delayed arrival.

4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded
You will be notified ahead of time of any expected delays to our expected build completed date.

5. Tracking Notifications

Upon dispatch, customers may receive a tracking link directly from our usual freight suppliers from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Where removalists are used instead they will need to be contacted directly by you for updates. Where you are not able to communicate with the shipping supplier we may be able to assist you.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations up to 1 week prior to your build starting. If you are seeking a cancellation after your order has begun build then we will need to assess a cancellation request and base decisions on the liklihood of resale opportunity for Castle and Cubby. As we build to order and provide a high level of customisation this may not always be possible.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a repair, replacement or refund as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a replacement or refund as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service

For all customer service enquiries, please email us at info@castleandcubby.com.au


PRIVACY POLICY

This following document sets forth the Privacy Policy for the Castle and Cubby website, http://www.castleandcubby.com.au.

Castle and Cubby is committed to providing you with the best possible customer service experience. Castle and Cubby is bound by the Privacy Act 1988 (Cth), which sets out a number of principles concerning the privacy of individuals.

Collection Of Your Personal Information

There are many aspects of the site which can be viewed without providing personal information, however, for access to future Castle and Cubby customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

Sharing Of Your Personal Information

We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Castle and Cubby takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

Use Of Your Personal Information

For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

Changes to this Privacy Policy

Castle and Cubby reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

Accessing Your Personal Information

You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Castle and Cubby reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

Contacting Us

Castle and Cubby welcomes your comments regarding this Privacy Policy. 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.

Call: 1300 505 278

E-mail: info@castleandcubby.com.au

Castle and Cubby
[Re: Privacy Compliance Officer]
Castle and Cubby, 9/18 Centennial Circuit, Byron Bay 2481, Australia


TERMS OF SERVICE

The use of this site is governed by the policies, terms and conditions set forth below. Please read them carefully. Your use of this site indicates your acceptance of these terms and conditions. Your placement of an order indicates your acceptance of these terms and conditions. Your submittal of any purchase order to Castle and Cubby indicates acceptance of these terms and conditions. These terms and conditions shall supersede any subsequent terms or conditions included with any purchase order, whether or not such terms or conditions are signed by Castle and Cubby. Castle and Cubby reserves the right to make changes to this site and these terms and conditions at any time. By ordering or registering on Castle and Cubby you grant us the right to add your contact details to our database and email transactional order, shipping and product review emails. From time to time we may contact you about offers and new products. You can easily be removed by either unsubscribing via the link at the footer of any marketing communications or contacting our Customer Service team and we will remove you from marketing communications. We may exchange personal information with our related companies and with third party service providers who assist us with payment, marketing, data processing, IT, archival, auditing, accounting, customer contact, legal, business consulting, banking, delivery, data analysis, document management, research, investigation, insurance, website and other services. Some of these third parties may be a location in Australia, USA, EU and other countries.

  1. Order Acceptance Policy
  2. Liability
  3. Pickups, Shipping & Delivery
  4. Installation
  5. Refunds and Returns
  6. Change of Order Details
  7. Turn Around Times
  8. Pricing
  9. Faulty Items and Warranty Information
  10. Order Cancellations
  11. Copyright and Trademark Notice
  12. Typographical Errors
  13. Links
  14. Payments
  15. Promotions
1. Order Acceptance Policy

Your receipt of an electronic or another form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Castle and Cubby reserves the right at any time after receipt of your order to accept or decline your order for any reason. Castle and Cubby reserves the right at any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. All orders placed must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance department. We may require additional verifications or information before accepting any order. Castle and Cubby is a seller to end user customers and does not accept orders from dealers, exporters, wholesalers, or other customers who intend to resell the products offered by Castle and Cubby.

2. Liability

Castle and Cubby is not liable for any losses or damages caused by this website or any website linked to or from this website. We reserve the right to refuse any order without giving a reason. Upon cancellation of an order, we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.

3. Pickups, Shipping and Delivery

Castle and Cubby welcome pickup of orders from our workshop in Bayswater VIC after notification that order is ready for pickup and no longer than 1 week later. After notification that an order is ready for pickup if an order is not picked up within 7 days Castle and Cubby reserves the right to charge daily storage fees of $50 per day.    

For local delivery methods within the 30km, 80km and 160km zones from our workshop in Bayswater VIC Castle and Cubby may engage the services of a range of suppliers to complete this delivery including local delivery contractors, freight and removalist companies. Castle and Cubby will accept responsibility for any lost or damaged goods in freight up until the point of delivery and not including any contact or assistance from you as the client.

Castle and Cubby will not be held accountable for late deliveries or loss or damage relating to late deliveries. In the event that multiple items are ordered, part deliveries may be made where the stock is not available. By agreeing to our terms and conditions you acknowledge all information set forth under our shipping pages. Castle and Cubby will engage with you post purchase to obtain all relevant information pertaining to the delivery of your goods. It is your responsibility as the purchaser to provide the correct and honest details for delivery prior to your goods leaving our workshop. Castle and Cubby cannot be held responsible for any issues with delivery or any additional costs that are incurred during the delivery process where your instructions are not clear, honest or detailed. Any additional costs that may be incurred due to incorrect details provided for delivery will be solely your responsibility.

Deliveries conducted by freight companies including TNT & Startrack will only deliver goods to the closest point of delivery for the truck. The responsibility for moving the goods inside or to the position of the location of the goods is solely your responsibility. Deliveries conducted by a removalist company will ‘likely’ deliver the goods into the position that has been specified and within our reasonable conditions, which includes within 30m of the truck drop off point and on ground level. For further distances and upstairs additional costs may/will be incurred.

Castle and Cubby cannot guarantee a specific delivery service and therefore cannot guarantee that goods will be moved into position.

It is your responsibility to ensure that you have checked the goods on arrival, that on inspection the goods are in acceptable condition, that the right quantity and quality of items has arrived. If you have any concerns about the quantity or quality you MUST contact us immediately to rectify the problems prior to the contractor leaving the premises. Castle and Cubby do not accept responsibility for any missing items or broken items where we have not been informed at the time of delivery or within 24 hours of the delivery.

4. Installation

Castle and Cubby act as a middleman between our workshop, freight contractors and a network of qualified installers to provide an installation service. Castle and Cubby engage and induct a range of external contractors at varying levels of flat pack installer, handyman and qualified carpenters to complete the installation of the client’s products. We choose the appropriate contractors based on the level of expertise required for our product and the description of the delivery access, location specifications such as position, ground preparation, obstructions etc and finished product that the client has specified. It is the client’s responsibility to properly prepare the area for the installation of goods. Preparation includes but is not limited to levelling the ground to flat, ensuring a well drained surface of at least 10cm of crushed rock, decking, or an existing concreted surface, removing any obstructions such as tree branches, garden bed edges, overhanging items, underground tree roots, removing furniture or fittings that may obstruct the access. Our installation costs are based on easy unobstructed access where the groundwork has been completed. Any additional costs associated with the time and/or materials required to ensure our product is installed to our standards, will be communicated with the client prior to commencement and ultimately incurred by the client.

It is the client’s responsibility to inform the installer on arrival of the position of the goods to be built and to check the goods have been installed correctly, that there are no errors in the build, that there are no areas of concern such as protruding fixings, scratched paint, balanced flooring, and if there are any issues that these are noted in person to the installer prior to the them leaving the premises, or directly to Castle and Cubby prior to them leaving the premises. Castle and Cubby do not accept responsibility for any mistakes made, or additional costs in the installation process that were avoidable by the client by being onsite, overseeing the installation and signing off on the job at the end of the installation process. Where a client is not able to be onsite for the installation Castle and Cubby will be responsible for any issues that occur due to mistakes made by the installer.  

5. Refunds & Returns

Due to the custom nature of our built products we do not accept returned goods. If you are unsatisfied with the quality, condition or other please refer to the Faulty Items and Warranty Information section below.

6. Change of Order Details

Castle and Cubby will reach out post order confirmation to secure all of the relevant details for the supply, pickup, delivery and possible installation.

7. Turn Around Times

We suggest on our website, on multiple pages, an estimated turnaround time. Whilst every endeavour is made to ensure that we can build and have supplied your purchased goods for pickup/delivery within this timeframe, certain factors such as raw materials supply, staff, workshop conditions and environmental factors may hinder our ability to supply within the timeframes suggested. Castle and Cubby do not accept responsibility for any factors beyond our control that may delay the supply of goods.

8. Pricing

Prices are subject to change without notice.

9. Faulty Items and Warranty Information

All repairs are carried out by Castle and Cubby and external contractors. In some cases, faulty items cannot be repaired and a replacement or refund will be offered. Castle and Cubby cannot control the availability of parts of replacement goods. We will do everything we can to ensure your faulty item is handled as quickly as possible and that you are informed throughout the process. In cases where a faulty item was received we request notification in writing and including images and descriptions of any issues within 48 hours of receipt of faulty goods via email to info@castleandcubby.com.au.

In Australia, the Goods come with guarantees which cannot be excluded under the Australian Consumer Law. The Client is entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. The Client is also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.

Castle and Cubby accepts no responsibility for changes in the raw materials used to build our products over time. We have provided a Care and Maintenance guide which informs our clients of the changing nature of timber and other materials and the conditions and ways in which timber can be best preserved for a longer life span. It is your responsibility to read this care guide and to care for your products in the ways in which we have describe, to ensure a reasonable condition of the product over time

We will replace parts only within 3 months of purchase where the natural raw materials have split, splintered. We will not be responsible for issues with products where there are known common errors such as misuse.

10. Order Cancellations

If notified before goods have been dispatched, Castle and Cubby can accommodate order cancellations. If items have been shipped, Castle and Cubby reserves the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.

If you cancel an order for any reason we may refund or retain the Deposit; and you may be responsible for any additional costs that we may have incurred up to the date of cancellation.  

11. Copyright and Trademark Notice

This site is owned and operated by Castle and Cubby Pty Ltd. Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Castle and Cubby PTY LTD. All software used on the site is the sole property of Castle and Cubby PTY LTD or those supplying the software. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without Castle and Cubby PTY LTD prior written permission. All rights not expressly granted herein are reserved. Any unauthorised use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

12. Typographical Errors

In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, Castle and Cubby shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Castle and Cubby shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Castle and Cubby shall immediately issue a credit to your credit card account in the amount of the charge.

13. Links

This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Castle and Cubby is not responsible for the operation of or content located on or through any such site.

14. Payments

All orders are subject to pre-authorisation checks to ensure sufficient funds are available and to confirm the validity of the payment method. The total amount of the order will be frozen on your account and this amount is taken when the order is despatched. Authorisations will appear as pending charges on your card, but you will only be charged once for a single order when it is despatched. Orders cancelled before shipment will still have this authorisation held. Some orders may be subject to small charge verification before they are approved for shipment. In these cases, a small amount between $0 and $1 will be held on your credit card and you will be asked to confirm this amount to validate your payment. This is not a charge, but an authorisation which will release back to you.