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Our Terms & Conditions

Welcome to Made by Mason. We’re a small, family-run business passionate about creating beautiful custom timber furniture that brings your vision to life. By working with us, you agree to the following terms and conditions that help us deliver the best possible experience for everyone involved.

1. Custom Work & Vision

Each piece we make is handcrafted and made-to-order, just for you. We take pride in turning your ideas into reality and appreciate open and collaborative communication throughout the process.

Please note that:

  • Timber is a natural material and may feature variations in colour, grain, texture, or knots. These are not faults but part of the unique charm of every handcrafted piece.

  • Once design and material selections are confirmed and work begins, changes may not be possible or may incur additional costs.

2. Quotes & Payments

  • All quotes are valid for 14 days unless otherwise specified.

  • A 50% deposit is required to secure your booking and commence work. The remaining balance is due prior to delivery or collection.

  • Custom orders cannot be refunded once production has started, unless there is a major fault as per Australian Consumer Law.

3. Timeframes

We’re a small team and quality takes time. While we’ll always do our best to meet agreed timelines, please allow for some flexibility, especially during busy periods or when sourcing specific materials.

  • Estimated turnaround is generally between 8–12 weeks, but this may vary depending on the complexity of your order.

  • We will keep you updated if unexpected delays occur, but please note that custom craftsmanship is not a rushed process.

4. Respectful Communication

We are a family business that values kindness, patience, and mutual respect.

  • We ask all clients to treat our team with courtesy and understanding.

  • We reserve the right to cease communication or cancel an order if faced with rudeness, aggressive behaviour, or unrealistic demands.

5. Delivery & Collection

  • Delivery is available at an additional cost and will be arranged once the final payment is received.

  • Clients are responsible for ensuring access to the delivery location is suitable and safe.

  • We are not liable for damage caused after delivery or during client transport/pickup.

6. Aftercare

  • We’ll provide care instructions and a refresher oil jar with your piece to help maintain its beauty over time. Timber is a living material and may shift slightly with changes in temperature and humidity — this is completely normal.

Questions?

We’re here to help and want you to love your experience with Made by Mason. If you have any questions about your order or our process, please reach out — kindly and respectfully — and we’ll do our best to assist.

Thank you for supporting our family business.

The Made by Mason Team

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