Term and Conditions

TERMS & CONDITIONS

SECTION 1 — GENERAL (ALL ORDERS)

1.1 Payment Requirements

Due to the bespoke nature of our products, including ready-made and custom-made items, full payment is required at the time of order.
Deposits, partial payments, payment on delivery, or deferred payment terms are not accepted.
Orders will not enter production until payment is received in full.
Manually processed (offline) orders may incur a 10% administrative surcharge.

1.2 Written Communication

All requests relating to existing orders must be submitted in writing via email.
Verbal requests, telephone instructions, or social media messages are not accepted.

1.3 Order Confirmation & Production

Orders may enter production automatically within 24 hours of placement unless otherwise stated.
Once production has commenced, orders cannot be cancelled, changed, or altered.

1.4 Cancellations

Orders may be cancelled within 24 hours of placement, subject to a 5% merchant and administration fee.
If drawings, consultations, or expert services have been supplied, those fees are non-refundable.
Once production has commenced, cancellation is not permitted.

1.5 Delivery & Address Accuracy

Customers are responsible for entering accurate delivery details at checkout.
We are not responsible for parcels delivered to incorrectly entered addresses.
A $19 redelivery fee may apply where delivery fails due to incorrect address details.

1.6 Dispatch

Dispatch and delivery cannot be delayed or postponed once the order is placed.
Orders are dispatched and shipped automatically.
This applies to both ready-made and custom-made covers.
This does not affect the cancellation rights set out in clause 1.4.

1.7 Express & Priority Express

Express and Priority Express charges are non-refundable, unless:
A) delivery exceeds the stated timeframe (a pro-rata refund applies), or
B) the order is cancelled within 24 hours of placement.

1.8 Lead Time Conditions

Lead times may be extended due to customer requests, delayed responses, alterations, supplier delays, or peak production periods.

1.9 Public Holidays

Lead times exclude Australian public holidays.

1.10 Delayed Orders

Orders delayed by more than 14 days beyond the stated lead time may be cancelled for a full refund, provided the order has not shipped.

1.11 Refunds & Store Credit Processing

Approved refunds or store credits are processed within 5 business days once returned items are received and inspected.

1.12 Manufacturing 

Products are manufactured in our own production facility overseas.

SECTION 2 — PROTECTIVE COVERS

(GENERAL — READY-MADE & CUSTOM-MADE)

2.1 Fabric Specifications

Protective covers are made from 600-denier heavy-duty waterproof fabric, laboratory tested for durability.
“Heavy-duty” refers to performance characteristics, not fabric weight.

2.2 Colour Variation

Product images are professionally photographed. Actual colours may vary due to lighting, screen settings, and production batches.
Colour variation is not considered a defect.

2.3 Zippers, Ties & Fastenings

Placement of zippers, ties, and fastenings is determined by the cover’s shape and size.
Placement cannot be customised unless the Optional Expert Review, Design, Drawing & Consultation service is selected.

2.4 Care & Cleaning

Protective covers must not be machine washed.
Machine washing may remove waterproof coatings and void warranty coverage.
Recommended cleaning is with mild soap, water, and air drying.

2.5 Warranty — Protective Covers

All protective covers (ready-made and custom-made) include a 12-month workmanship warranty from the date of delivery.

This warranty covers manufacturing defects, waterproofing failure, and excess fading only and does not cover:

  • normal fading, mildew, mould, or slight colour change

  • loss of waterproofing due to improper care or water entering via seams

  • damage to furniture underneath the cover

  • normal wear and tear or environmental exposure

SECTION 3 — READY-MADE PROTECTIVE COVERS (ONLY)

3.1 Delivery Time

Ready-made protective covers ship directly from our factory.
Typical delivery time is 10–14 days.

3.2 Measurements Displayed

All measurements shown on the website refer to the cover size, not the furniture size.

3.3 Fit Requirements

For proper fit, the cover must be at least 3 cm larger in every dimension except height than the furniture.
Insufficient clearance may result in an improper fit and is not considered a defect.

3.4 Confirming Measurements

Customers are responsible for confirming measurements before ordering.
We strongly recommend double-checking measurements and having a second person verify them.

3.5 Optional Extras / Customisation

Ready-made covers that include optional extras or custom add-ons are non-refundable and non-returnable due to incorrect sizing or change of mind.

3.6 Returns

Ready-made covers may be returned within 7 days of delivery for store credit only, valid for 12 months.
A $29 restocking fee applies.
Original delivery charges are non-refundable.
Return shipping is the customer’s responsibility.
A return authorisation number is required prior to return.

SECTION 4 — CUSTOM MADE PROTECTIVE COVERS AND SEARCH BY RETAILER COVERS

4.0 Types of Custom-Made Covers

We offer two types of custom-made covers:

Online Custom Templates — When ordering online, you are ordering an Online Custom Template: the size is custom-made, and the colour and optional accessories can be customised from the options shown on the product page. The design of the cover itself cannot be changed. If you require design changes, do not order online — contact us with photos for a 100% Bespoke Cover instead.

100% Bespoke Covers — Designed entirely around your specific requirements and processed manually by our team. Contact us with your details and photos and we’ll build a cover around your input.

4.1 Measurements & Units

All measurements must be entered accurately and in centimetres (cm) only.
All measurement fields must be completed.

4.2 Do Not Add Leeway

Customers must not add extra leeway to measurements.
Our system automatically applies the correct allowance based on the entered dimensions.

4.3 Measurement Responsibility

Customers are solely responsible for the accuracy of measurements provided.
We cannot accept responsibility for incorrect measurements supplied by the customer.

4.4 Expert Review, Design, Drawing & Consultation

If selected, drawings are provided prior to production.
If an order is cancelled after drawings have been issued, the consultation fee is non-refundable.

The review does not include changes to the design. If the review finds the ordered cover will not suit the item, an alternative option (for example a bespoke cover) may be offered; any price difference is payable in full before production begins.

4.5 Orders Placed via Invoice

Where an order is paid via an online invoice, or is otherwise processed manually or offline, a drawing of your cover will be prepared and sent to you for review or approval before production, unless we have stated otherwise in writing. This is included as standard and is not an optional extra.

If you cancel the order after the drawing has been sent, a fee of AU$90 will be retained to cover the time and cost of reviewing your order and preparing the drawing. This applies whether or not you have reviewed or approved the drawing, and is in addition to any other fees payable under these Terms.

4.6 Orders Without Expert Review

If Expert Review is not selected, the order proceeds directly into production based solely on the information entered at checkout.
Where Expert Review has not been purchased, notes, emails, messages or photos sent after the order is placed will not be reviewed or implemented.

4.7 Order Cancellation

Orders may be cancelled within 24 hours, subject to a 5% cancellation fee.
After 24 hours or once production has commenced, orders cannot be cancelled.

4.8 Custom Orders Are Final

Custom-made protective covers are produced specifically to the customer’s measurements and selections and are non-returnable.

4.9 Unresponsive Customers

Some custom-made orders require additional information or confirmation from the customer before production can commence. If a customer does not respond to our requests or does not provide correct and complete information required to proceed, despite multiple reasonable contact attempts, we reserve the right to cancel the order 90 days from the original order date. Where an order is cancelled due to non-response before production has commenced, any amounts paid will be retained only to the extent of reasonable administrative, design, or processing costs already incurred. Any remaining balance will be issued as store credit, which may be used toward a future purchase. Store credit issued under this policy is valid for 12 months from the original purchase date.

SECTION 5A — EMBROIDERED TEXT & LOGO (ADD-ON TO CUSTOM-MADE COVERS)

5A.1 Nature of the Service

Embroidery is an optional add-on to custom-made protective covers. Text or artwork is embroidered onto a fabric backing panel which is then sewn onto the cover. The cover itself is not embroidered directly.

5A.2 Embroidered Text

Text is embroidered in one thread colour chosen from our range, in our standard block font, using English letters A–Z, numbers and spaces only, up to 25 characters on one line. Text is embroidered exactly as entered by the customer, including spelling, spacing and capitalisation.

5A.3 Embroidered Logo

Logos are redrawn for stitching from the artwork supplied. Thread colours are matched as closely as possible to the artwork; an exact match cannot be guaranteed. Vector artwork (SVG, EPS, PDF) is preferred. Artwork containing gradients, photographs, shading, fine detail below 1 mm, or text below 6 mm in height may not be suitable for embroidery. Where artwork is unsuitable, we will contact the customer to request a simplified version; production is paused until suitable artwork is received.

5A.4 Maximum Size

Embroidered text is produced up to 40 cm × 10 cm. Embroidered logos are produced up to 30 cm × 30 cm or 40 cm × 20 cm. Larger embroidery is not available. On smaller covers the embroidery is scaled down proportionally to suit the panel size.

5A.5 Placement

The customer selects one position: front, back, side or top. Embroidery is positioned centrally on the selected panel with a tolerance of ±3 cm. Embroidery on the top panel is not recommended and is not guaranteed waterproof; water ingress through the embroidered area is a known risk of this placement and is not a defect.

5A.6 Proofs and Production

Embroidery orders go straight into production without a proof. Customers who wish to review and approve a stitch proof before production must select the Expert Review, Draw & Consult option at checkout. Where no proof is requested, the order is produced as entered and the customer accepts responsibility for the accuracy of the text or artwork supplied.

5A.7 Lead Time

Embroidery adds 2–4 days to the lead time shown for the cover.

5A.8 Artwork Rights

By uploading a logo or artwork the customer confirms they own or are authorised to use it. The customer indemnifies The Cover Company against any claim arising from the use of supplied artwork.

5A.9 Colour and Appearance

Thread and backing colours may differ slightly from on-screen representations. Embroidery is a stitched product and minor variation in stitch density and edge finish is normal. A white backing on a dark cover will show soiling sooner than a dark backing.

5A.10 Cancellation, Changes and Returns

Embroidered covers are personalised items. Once stitching has commenced the order cannot be changed, cancelled or returned, and the embroidery fee is non-refundable. The general cancellation terms in Section 1 and the custom-made terms in Section 4 continue to apply.

SECTION 5 — CUSTOM-MADE CUSHIONS & CUSHION COVERS

5.1 Warranty

Cushion covers include a 3-year workmanship warranty from the date of delivery.
This warranty covers excess fading but does not cover mildew, mould, normal wear and tear, misuse, or environmental exposure.

5.2 Fabric Samples & Colour Variation

Fabric samples are professionally photographed; colour variation may occur between screens, samples, and finished products.
Customers are strongly encouraged to request samples before ordering.
Up to 5 free fabric samples are provided with free delivery.

5.3 Measurements & Tolerances

Cushions and cushion covers are produced to the submitted measurements within a tolerance of ±1 cm.
Customers are responsible for measurement accuracy.

5.4 Faulty Items

Manufacturing faults must be reported within 7 days of receipt.
Confirmed faults will be corrected by rework or replacement.
Refunds are not offered for custom products except where required by law.

5.5 Returns

Custom-made cushions and cushion covers are non-returnable due to change of mind or incorrect measurements.

5.6 Fabric Behaviour & Firmness

Outdoor cushion fabrics may expand, contract, or ripple due to climate conditions.
Cushion firmness softens over time and varies with temperature and use.
Comfort preference is subjective and not grounds for return or warranty.

5.7 Complete Cushions — Transport & Handling

Complete cushions may be vacuum-packed or folded for transport.
Cushions must be unpacked within 7 days of receipt.
Temporary creases are normal and not considered defects.

SECTION 6 — COUPON POLICY

6.1 Eligibility

Coupon codes may be available to new customers or specific customer groups only.
Eligibility may be determined using factors such as email address, billing address, shipping address, order history, and order value.
We reserve the right to determine eligibility at our discretion.

6.2 Offer Details

Coupon codes may provide a percentage-based or fixed-amount discount on the cart subtotal.
Unless explicitly stated otherwise, percentage-based discounts are capped at a maximum discount of $150 per order.
Minimum purchase requirements may apply and are calculated before shipping, taxes, duties, and fees unless stated otherwise.
Discounts are applied at checkout once all coupon conditions are met.

6.3 Usage Restrictions

Unless explicitly stated otherwise:

  • Coupons are valid for one (1) use per customer

  • Only one coupon per order may be used

  • Coupons cannot be combined with any other promotion or offer

  • Coupons are not valid on gift cards, shipping, taxes, duties, or previous orders

  • Coupons are valid only on orders placed online — meaning you browsed our website, selected a product, and completed checkout yourself online

6.4 Cart & Pricing Conditions

Discounts apply to the merchandise subtotal only.
If cart contents change and eligibility is no longer met, the discount will be removed automatically.
Prices, currencies, and applicable discounts are determined at checkout.

6.5 Returns & Refunds

Refunds for orders placed using a coupon are issued based on the discounted price paid, not the original retail price.
Coupon codes will not be reissued or reused if an order is returned, cancelled, or partially refunded.

6.6 Abuse & Misuse

Any attempt to misuse coupons may result in order cancellation and/or account suspension.
We reserve the right to void coupons where abuse or fraudulent activity is suspected.

6.7 Modification & Termination

We reserve the right to modify or cancel any coupon or promotional offer at any time, as permitted by law.

6.8 No Cash Value

Coupon codes have no cash value, are non-transferable, and may not be redeemed for cash or store credit.

6.9 Online Orders Only

Coupon codes are available only for orders placed online. “Placed online” means you visited our website, found a product on the website, and completed checkout online yourself. Orders paid via an online invoice, or otherwise processed manually or offline, are not eligible for any coupon code or discount.

6.10 Applying a Coupon After Ordering

Coupon codes must be applied at checkout, before payment. If an eligible coupon was not applied at the time of ordering:
(a) Within 24 hours of the order being placed — we will adjust the order and refund the difference to the original payment method.
(b) Between 24 hours and 7 days of the order being placed — the difference will be issued as a store credit, valid for 12 months from the date of issue.
(c) After 7 days — no adjustment will be made.

Coupons cannot be applied retrospectively outside these periods. Customers are responsible for checking their order summary before completing payment.

6.11 Clearance Items

Clearance stock is sold as-is at the marked price and is final sale — it cannot be returned or exchanged for change of mind. Coupon codes cannot be applied to clearance items. Your rights under consumer law in relation to faulty items are not affected.

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