Terms & Conditions

1. Overview

These Terms & Conditions (“Terms”) apply to all sales and orders made through Studio BASE (“we”, “us”, “our”), whether online, via email, or in person, including rugs, furniture, and other made-to-order items.

By placing an order or making a payment, you agree to be bound by these Terms. Your rights under the Australian Consumer Law (ACL) remain unaffected.

2. Orders & Payment

  • All prices are listed in Australian Dollars (AUD) and include GST unless stated otherwise.

  • Full payment or a deposit (as specified in your invoice) is required to confirm your order.

  • Orders will not enter production or dispatch until payment is received.

  • Once a deposit or payment is made, the order is considered confirmed and subject to the cancellation policy outlined below.

  • Any changes to your order (size, finish, fabric, or design) must be approved by us in writing and may incur additional costs or affect lead times.

3. Order Cancellations & Changes

3.1 Standard (Stock) Items

  • Orders for in-stock rugs or furniture can be cancelled or amended within 24 hours of order confirmation, provided the item has not yet shipped.

  • If you cancel after dispatch or after the 24-hour window, the order is final.

  • Approved cancellations made before dispatch may incur merchant or transaction fees.

3.2 Custom / Made-to-Order Items

  • Custom rugs or furniture pieces are non-cancellable and non-refundable once production has commenced.

  • You may request cancellation within 24 hours of placing your order, before production begins.

  • Once in production, orders are final, except in the case of manufacturing defects covered by warranty.

3.3 Sale / Discounted Items

  • Sale, discounted, ex-display, floor stock or clearance items are sold as final sale.

  • No change-of-mind cancellations, returns, or exchanges will be accepted unless required by law.

4. Returns & Change-of-Mind Policy

4.1 Standard (Stock) Items

  • If you change your mind, you may return a stock rug or furniture item within 14 days of delivery for a refund or exchange, subject to the following conditions:

    • The item is unused, uninstalled, and in as-new condition.

    • Returned in original packaging (or equivalent protective packaging).

    • Return is pre-authorised by Studio BASE.

  • You are responsible for return shipping costs, including insurance and handling, unless the return is due to our error or a manufacturing fault.

  • We reserve the right to refuse returns or reduce the refund amount if the item is not returned in its original condition.

4.2 Custom & Made-to-Order Items

  • Custom rugs and furniture are made specifically for you and are therefore not eligible for return or exchange due to change of mind.

  • Returns are only accepted for verified manufacturing defects or damage covered under warranty.

4.3 Sale Items

  • Sale, ex-display, floor stock or clearance items cannot be returned for change of mind.

  • Faulty sale items remain covered under warranty as required by the ACL.

5. Damaged or Incorrect Deliveries

  • Please inspect your order carefully upon delivery.

  • If you notice any damage to packaging or goods, please note “damaged / subject to inspection” on the delivery docket and contact us within 7 days of delivery, with photos and your order number.

  • For incorrect or damaged items, we will arrange replacement, repair, or refund at no additional cost to you.

  • Failure to report within the specified time may affect your claim eligibility.

6. Warranty

6.1 Coverage & Duration

All Studio BASE products are covered by a warranty against manufacturing defects from the date of delivery:

  • Rugs: 1 year

  • Furniture: 2 years
    (unless otherwise stated in writing for a specific product)

This warranty applies only to normal residential use and subject to adherence to care instructions.

6.2 What’s Covered

  • Structural faults or manufacturing defects

  • Workmanship or material flaws that compromise the integrity or function of the product

6.3 What’s Not Covered

  • Normal wear and tear (e.g. rug pile flattening, fabric stretching, wood colour variation)

  • Natural variations in texture, tone, or grain inherent to handmade or natural materials

  • Damage caused by misuse, improper care, cleaning products, moisture, sunlight, or pets

  • Commercial use or installation in high-traffic environments unless specified as commercial-grade

  • Changes in appearance due to environmental conditions (e.g. humidity, UV exposure)

6.4 Warranty Claims Process

  1. Contact support@studiobase.com.au with your order number, photos, and a detailed description of the issue.

  2. We may request additional documentation or photos.

  3. Once assessed, we will determine if the claim is valid under warranty.

  4. If approved, we will repair, replace, or refund (in full or in part) at our discretion.

  5. Warranty claims are typically processed within 14 business days of receiving the item or sufficient evidence.

7. Refunds & Exchanges

  • Refunds will be issued to the original payment method, unless otherwise agreed.

  • Shipping charges are non-refundable except in the case of fault or error by Studio BASE.

  • We may deduct reasonable restocking or handling fees (15-20%) where applicable.

  • Exchanges are subject to stock availability and approval.

8. Lead Times & Delivery

  • Lead times provided at order placement are estimates only and may vary due to production schedules, supplier delays, or shipping circumstances beyond our control.

  • We will notify you of any significant delays.

  • Delivery includes ground-floor or front-door access unless otherwise arranged in writing.

  • Additional delivery services (e.g. upstairs delivery, assembly, rubbish removal) may incur extra charges.

9. Liability

  • To the fullest extent permitted by law, Studio BASE will not be liable for indirect or consequential loss, loss of profit, or damage arising from delay, misuse, or improper handling of goods.

  • Nothing in these Terms limits your rights under the Australian Consumer Law.

10. Amendments

  • Studio BASE reserves the right to amend these Terms at any time.

  • The version available on our website at the time of purchase is the version that applies to your order.

11. Contact

For all order, return, or warranty enquiries, please contact:

  • support@studiobase.com.au
  • 2/112 Rokeby Street, Collingwood, VIC 3066