Terms & Conditions of Sale

1.1 These Terms and Conditions (“Terms”) apply to all purchases made via the Visage Architectural Hardware website (Visage Architectural Hardware Pty Ltd ACN 685 362 921 — “Visage”, “we”, “us”, “our”)). By placing an order, you (“Customer”, “you”) agree to be bound by these Terms.

1.2 These Terms should be read together with our Shipping & Returns Policy, Special Order Products Policy, and Privacy Policy (collectively, the “Policies”). To the extent of any inconsistency, these Terms prevail unless a Policy expressly states otherwise.

1.3 References to ‘Australian Consumer Law’ or ‘ACL’ mean Schedule 2 to the Competition and Consumer Act 2010 (Cth).

1.4 These Terms apply to retail customers only. Trade, commercial, and resale purchasers are directed to apply for a Visage Trade Account. Visage may cancel orders placed through the retail channel where it reasonably suspects a commercial resale or business purpose.

2.1 Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

2.2 Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

2.3 Visage’s liability under Part 3-5 of the ACL for goods with a safety defect, and your right to bring a claim against Visage as manufacturer or deemed manufacturer under section 271 of the ACL, cannot be excluded.

2.4 If a product is subject to a recall or safety notice, you agree to comply with recall instructions and cease use where required. Visage will notify affected customers as soon as reasonably practicable.

3.1 All orders placed via our website constitute an offer to purchase. A binding contract is formed only when we issue written order confirmation by email.

3.2 We reserve the right to accept or reject any order at our discretion, including where there are pricing errors, stock issues, or suspected fraud. If we cannot fulfil an order after payment has been received, we will notify you and provide a full refund.

3.3 You may request to cancel or amend an order prior to dispatch by contacting Get in touch. We will use reasonable endeavours to accommodate your request but cannot guarantee cancellation once an order has been dispatched or production has commenced for Made-to-Order or Special Order items.

3.4 By placing an Order, selecting a checkbox, clicking an acceptance button, applying an electronic signature or otherwise accepting electronically, you acknowledge that your electronic action may evidence your intention to be bound by these Terms. You consent to receiving Order-related communications electronically. Nothing in this clause alters clause 3.1. A binding contract is formed only when we issue written Order confirmation by email.

4.1 All prices are in Australian Dollars (AUD) and include GST. Delivery costs are calculated at checkout. Full payment is required at the time of order.

4.2 Payments are processed securely via Stripe or other methods offered at checkout. A tax invoice will be issued with your order confirmation.

4.3 We reserve the right to correct pricing errors prior to dispatch. Where an error is identified after your order has been placed, we will notify you and give you the opportunity to confirm the order at the correct price or cancel for a full refund.

4.4 If you wish to dispute a charge, please contact Get in touch before initiating any dispute with your financial institution or payment provider.

5.1 Products may be In-Stock, Special Order, or Made-to-Order. Estimated delivery and production timeframes are indicative only and not guaranteed. Delays may occur due to supplier, manufacturing, or logistics factors. To the extent permitted by the ACL, we are not liable for losses arising from such delays.

5.2 If an item becomes unavailable after your order is placed, we will contact you within 2 business days. You may choose to wait, select an alternative, or cancel for a full refund. Visage will not substitute goods without your prior consent.

6.1 Delivery is made to the address provided at checkout and is complete when goods are delivered to that address, including where goods are left in accordance with your delivery instructions or accepted by any person at that address.

6.2 If you authorise delivery without a signature, you accept all associated risks. If a delivery attempt is unsuccessful, re-delivery fees or storage charges may apply.

6.3 Delivery is to Australian addresses only. For international enquiries, contact Get in touch.

7.1 Risk and title in the goods pass to you upon delivery. (Payment is required at the time of order — see clause 4.1).

8.1 Please inspect goods upon delivery and notify us in writing within 48 hours if goods appear damaged, defective, or incorrect. After this period, goods will be treated as accepted. This period does not affect your rights under the ACL.

9.1 Returns and refunds are governed by our Shipping & Returns Policy and the ACL. Our Shipping & Returns Policy sets out: your statutory rights for faulty, damaged, or incorrect goods; our change-of-mind returns process (eligible items within 14 days of delivery, subject to conditions); items not eligible for change-of-mind returns (including Made-to-Order, Special Order, sale items, and samples); and the process for requesting a return.

9.2 For a major failure, you may choose a refund or replacement. For a non-major failure, we may choose to repair, replace, or refund.

10.1 Special Order and Made-to-Order items are subject to our Special Order Products Policy, which forms part of these Terms. Please read that Policy carefully before placing a Special Order.

10.2 These items are produced specifically for you. These items may have extended lead times, cannot be cancelled once the order has been placed with the manufacturer or supplier, and are non-refundable except as required by the ACL.

11.1 Product descriptions, specifications, dimensions, images, and finish representations are provided as a guide only and may not precisely match goods supplied. Variations may occur due to screen settings, photography, lighting, manufacturing processes, natural materials, hand-applied finishes, or production batches. Where specifications are supplied by third-party manufacturers, Visage relies on that information and does not warrant its precision.

11.2 Many products incorporate natural materials, artisan techniques, or specialist finishes. Minor variations in colour, tone, texture, grain, or appearance are inherent characteristics and do not constitute a defect.

11.3 Certain products feature living finishes designed to develop character over time. Variation in appearance due to natural ageing, patination, oxidation, environmental conditions, coastal exposure, handling, or normal use is inherent to such products and does not constitute a defect, provided the product otherwise performs its intended function and is of acceptable quality.

11.4 Where appearance is a critical consideration, we encourage customers to obtain samples before placing an order. Sample costs may be credited toward your order if the sample is returned in original condition.

12.1 You are responsible for ensuring that products are suitable for your intended purpose, including compliance with the National Construction Code (formerly Building Code of Australia) and applicable Australian Standards. Visage does not warrant that products are suitable for any specific purpose unless expressly confirmed in writing.

12.2 Products must be installed in accordance with manufacturer instructions and by a suitably qualified tradesperson where required by law or the nature of the installation. To the extent permitted by law, Visage is not liable for loss or damage arising from improper installation.

13.1 Statutory Guarantees: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

13.2 Manufacturer Warranty: Many of our products are supported by a manufacturer warranty. Where a manufacturer warranty applies, the applicable period and coverage are set out on the relevant product page or in documentation included with your purchase.

13.3 Coverage: Subject to clause 13.4 below, our warranty covers defects in materials and workmanship that are present at the time of delivery.

13.4 Exclusions: No warranty applies (except as required by the ACL) to defects or damage arising from:

• (a) normal wear and tear;
• (b) misuse, neglect, or failure to follow care and maintenance instructions;
• (c) improper installation or installation not carried out by a suitably qualified person;
• (d) modification, alteration, or repair by a party other than Visage or its authorised representative;
• (e) use in conditions inconsistent with product specifications (including coastal or high-humidity environments where not rated for such exposure); or
• (f) accidental damage or damage caused by a third party.

Variation in appearance due to the natural characteristics of living finishes, patination, oxidation, tonal variation, or ageing is an inherent product feature and does not constitute a defect.

13.5 Making a Claim: To make a warranty claim, contact us at Get in touch with your order number, a description of the issue, and supporting photographs. We will assess the claim and, where valid, will repair, replace, or provide a refund for the affected goods at our election, consistent with our obligations under the ACL.

14.1 To the maximum extent permitted by law. Visage excludes liability for indirect, incidental, or consequential loss, including contractor rescheduling fees, project delay costs, labour costs, loss of profit, and business interruption.

14.2 Where liability cannot be excluded, Visage’s liability is limited (at its option) to replacement, repair, resupply of the goods, or reimbursement of the cost of repair or replacement.

14.3 Nothing in these Terms excludes or limits:

• (a) any right or remedy under the ACL that cannot lawfully be excluded or modified; or
• (b) Visage’s liability for personal injury or death caused by Visage’s negligence or willful misconduct.

15.1 To the maximum extent permitted by law, you indemnify Visage and its officers, employees, and agents against any loss, damage, or expense (including reasonable legal costs) arising from: your breach of these Terms; misuse of the goods; improper installation; purchase for commercial resale in breach of clause 1.4; or any related third-party claim. This indemnity does not apply to the extent caused by Visage’s negligence, fraud, breach of the ACL, or willful misconduct.

16.1 You are responsible for the security of your account and all activity under it. Notify us at Get in touch if you become aware of any unauthorised access.

16.2 Where fraud or unauthorised transactions are suspected, we may refuse or cancel orders and request additional verification. A full refund will be provided for any cancelled order where payment has been received.

16.3 You must not use our website or ordering systems to engage in fraudulent activity, submit false or misleading information, interfere with our systems, or attempt unauthorised access.

17.1 All content on our website remains the property of Visage or its licensors. You may link to our website for personal or non-commercial purposes. Commercial use of our content, images, or product descriptions requires prior written consent.

17.2 If you submit reviews, photos, or other content referencing Visage (“User Content”), you grant Visage a non-exclusive, royalty-free, perpetual, worldwide license to use, reproduce, publish, and display that content in connection with our business. By submitting User Content, you confirm you hold the necessary rights to grant this license.

18.1 We collect and use personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). Our Privacy Policy explains how we collect, use, disclose, and protect your information, and how you can access or correct it. Payments are processed by Stripe; we do not store full payment card details.

19.1 We are not liable for delay or failure to perform due to events beyond our reasonable control, including natural disasters, pandemic, government restrictions, industrial action, supply chain disruption, or carrier delays. We will notify you promptly and endeavour to minimise any impact on your order.

20.1 Capacity. By placing an order, you confirm you are at least 18 years old and legally capable of entering a contract. If ordering on behalf of a company or other entity, you confirm you have authority to bind that entity.

20.2 Severability. If any provision is invalid, or unenforceable, the remainder continues in full force.

20.3 Amendments. We may update these Terms from time to time. Updated Terms are published on our website and apply to orders placed after the date of publication.

21.1 If you have a concern, please contact Get in touch in the first instance. If a dispute cannot be resolved within 10 business days of written notice, either party may refer the dispute to mediation administered by an independent mediator agreed between the parties, or appointed by the Law Society of New South Wales. Mediation costs are shared equally unless otherwise agreed. This process does not limit your right to contact the ACCC, your state or territory fair trading authority, or exercise any other right under the ACL. If unresolved, disputes will be referred to mediation before litigation.

22.1 These Terms are governed by the laws of New South Wales. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales.

Visage Architectural Hardware Pty Ltd ACN 685 362 921 81‑83 Campbell Street, Surry Hills NSW 2010 info@visageah.com.au | www.visagearchitectural.com.au

For enquiries and complaints: Get in touch