What you are actually protected by.
You are spending several thousand dollars with a brand you had not heard of an hour ago. Here is exactly what stands behind that, in plain language, including the parts that are law rather than marketing.
The Australian Consumer Law covers this purchase
The ACCC is explicit about it: when an online business is based overseas and supplies goods directly to consumers in Australia, that business must follow the Australian Consumer Law. That includes us. It is not something we opt into and not something we can write out of our terms.
In practice it means your consumer guarantees apply: the awning must be of acceptable quality, must match its description and the sample you approved, must be fit for the purpose you told us about, and must come with spare parts and repair facilities available for a reasonable time.
If it fails to meet a consumer guarantee you are entitled to a repair, a replacement or a refund — and for a major failure, the choice between them is yours, not ours. You can read the guarantees in the ACCC's own words at accc.gov.au.
Our five-year warranty
Our warranty sits on top of your consumer guarantees and does not replace or limit them. Five years on the frame, the motor and the fabric, from the date the unit is delivered.
If something inside that window fails, we ship the replacement part at our cost. If the part cannot be shipped or fitted sensibly, we replace the unit.
What if it arrives damaged, or does not fit
Every unit is crated and photographed on the production line before it leaves. Those photos are yours on request.
- If the crate arrives visibly damaged, photograph it before you sign for it and send us the photos. We replace the damaged part or the unit at our cost.
- If the unit does not match the drawing you approved, that is our error and we rebuild it. You pay nothing further.
- If the wall turns out to be different from what was measured, talk to us before you order — we would rather lose the sale than sell you the wrong size.
When you actually pay
Nothing is charged until you have seen and approved a dimensioned drawing of your unit. Up to that point you can walk away and it costs you nothing.
After approval, a 30% deposit releases production. The balance is due once the unit is built and photographed, before it is dispatched — so you never pay the full amount for something that does not yet exist.
Because every unit is cut to your measurements it cannot be resold, so we cannot accept change-of-mind returns once production has started. That limitation does not affect your rights under the consumer guarantees above.
What we do with your details
We use your name, email, phone and measurements to quote and build your unit, and for nothing else. We do not sell or rent your details to anyone. Ask us and we will delete them.
Who you are buying from
HOUSE 09 sells built-to-measure outdoor shade direct to Australian homes. We do not hold stock and we do not run showrooms — your unit is built to your measurements after you approve the drawing, and shipped to your door with freight, duty and GST already paid.
Ready when you are.
Set your two measurements, pick a colour, and the price is yours in writing. Nothing is charged until you approve the drawing.
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