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.

16. Promotions

General Promotion Terms

  1. Code driven offers require the relevant coupon code to be applied at the cart or checkout stage of order.
  2. Coupons cannot be added to completed orders and no refund or bonus products will be offered if promotion was not completed correctly.
  3. Castle and Cubby has no obligation to advise an entrant of an incomplete or otherwise non-compliant entry.
  4. Castle and Cubby reserves the right to amend details of any promotion at any time.
  5. Multiple offers cannot be applied to a single order unless specified.

Family stories - win $1000 cash

  1. Yearly competition period runs from AEST 00:00 1st August to 30th July 00:00.
  2. Families can submit their story and images via the link on our family stories page
  3. Castle and Cubby will decide based on quality of content which stories will be featured on our Family Stories web page and consequently which stories may be eligible for the competition.
  4. Castle and Cubby reserve the right to accept or reject all story submissions with no notification
  5. On July 31st each year Castle and Cubby will choose our favourite 3 inspirational family stories
  6. Castle and Cubby will open a 10 day Voter poll on our Facebook account running from 00:00 August 1st through to 00:00 on August 11th
  7. Castle and Cubby will promote the competition during this period
  8. The winner will be the story with the most votes as decided by the voter poll
  9. Competition entrants are entitled to 'share' the voter poll in order to 'win' the competition
  10. The winner will be announced on August 11th yearly
  11. The winner will receive $1000 cash, paid directly to a nominated bank account by no later than September 30th of the same year.

EASTER 2021 - FRee internal kitchen worth up to $300 with cubby house purchase

  1. Promotional code shown on the Norsu x Castle and Cubby blog post
  2. Code valid until Sunday 4th April 2021
  3. Promotional offer is for 1 internal kitchen bench and stovetop only worth UP TO $300 with any cubby house purchase.
  4. Value of the kitchen will depend on the suitable size for the cubby house purchased
  5. Does not include an oven
  6. Does not include shipping or installation cost

LOVE NADIA - 10% off your products

  1. Promotional period runs from AEST 00:00 Monday 01st January 2020 to 03:00 Monday 30th November 2020.
  2. Discount code entitles you to 10% off the value of products and installation costs only and does not include freight/delivery

Upgrade Me - Up to $500 of free accessories

  1. Promotional period runs from AEST 00:00 Monday 01st September 2020 to 03:00 Monday 30th November 2020.
  2. Discount code entitles you to free accessories with a value equating to approximately 10% of your order value up to $500.
  3. The Promo Code of UPGRADEME used at the checkout stage will inform a Castle and Cubby representative to contact you directly to inform you of the amount of the free accessories that can be added to your order, or to arrange a refund for any amounts already paid that would be covered under the deal.
  4. The discounts can only be applied to accessories items