Customer Policies

Custom Orders

All K&B Custom Woodworks pieces are individually handmade.

Custom orders may involve discussing dimensions, timber selection, design, engraving or personalisation before work begins.

Any estimated completion date is an estimate unless a specific date has been agreed to. Handmade timber products can take time to produce, and customers will be contacted if there is a significant unexpected delay.

Deposits

A deposit may be required before work begins on a custom order, particularly where timber, materials or other items need to be purchased specifically for that project.

The required deposit amount will be confirmed with the customer before the order proceeds.

Where work has already commenced or materials have been purchased specifically for a custom order, cancellation or change-of-mind requests will be considered based on the work completed and costs already incurred.

Nothing in this policy is intended to exclude or limit any rights available under the Australian Consumer Law.

Custom Designs & Engraving

Customers are responsible for checking names, dates, spelling, dimensions and other personalised information they provide or approve before engraving or other permanent customisation begins.

K&B Custom Woodworks will make reasonable efforts to confirm custom details before permanent personalisation is completed.

If an error is made by K&B Custom Woodworks, please contact us so the issue can be assessed and an appropriate solution provided.

Natural Timber Variation

Every piece of timber is unique.

Natural variations in grain, colour, figure, knots and other characteristics are part of the material and mean that no two handmade K&B pieces will look exactly the same.

Product photographs and previous custom pieces should therefore be treated as examples of the design and craftsmanship rather than a guarantee that another piece will have identical grain or colouring.

This is particularly important for end-grain boards and pieces made from multiple timber species.

Handmade Dimensions

As K&B products are individually handmade, minor variations in finished dimensions may occur during machining, sanding and finishing.

Where a dimension is critical to the intended use of a custom piece, customers should advise K&B Custom Woodworks when requesting their quote.

Care & Use

Customers should follow the care instructions supplied with their product and any care information provided on the K&B Custom Woodworks website.

Timber products should not be placed in a dishwasher or left submerged in water unless the product is specifically stated to be suitable for that use.

Returns, Problems & Consumer Guarantees

K&B Custom Woodworks wants customers to be happy with their finished piece.

If there is a problem with an order, please contact K&B Custom Woodworks so the issue can be assessed.

Customers have rights under the Australian Consumer Law where applicable, including consumer guarantees relating to the quality, description and fitness for purpose of products.

Nothing in these policies excludes, restricts or modifies rights or remedies that cannot legally be excluded under the Australian Consumer Law.

K&B Custom Woodworks is not required to provide a refund or replacement simply because a customer changes their mind.

Because custom and personalised pieces are made specifically for an individual customer, change-of-mind cancellations or returns may not be possible once materials have been purchased, production has commenced or permanent personalisation has been completed.

This does not affect any rights a customer may have where a product does not meet an applicable consumer guarantee.

Collection, Delivery & Shipping

Any collection, local delivery or shipping arrangements and associated costs will be confirmed with the customer as part of their order.

Customers should check their order after receiving it and contact K&B Custom Woodworks as soon as reasonably possible if there is a problem or if an item appears to have been damaged during delivery.