Terms and Conditions
The Cullin Design Pty Ltd
Last updated: 13th October 2026
General Terms
1.1 These Terms & Conditions apply to products and services supplied by The Cullin Design Pty Ltd (referred to as "Cullin Design", "we", "our" or "us"), including bespoke furniture manufacturing, residential and commercial upholstery, reupholstery, furniture sales, delivery and installation.
1.2 These Terms & Conditions, together with your accepted quotation, invoice and any approved project specifications, form the agreement between Cullin Design and the customer.
1.3 By accepting a quotation, placing an order or paying a deposit after being provided with these terms, you acknowledge and agree to the conditions outlined below.
1.4 Where a project has separately negotiated terms or a specific written agreement, those terms will take precedence over these general conditions to the extent of any inconsistency.
1.5 Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
2. Quotations & Pricing
2.1 All quotations are prepared based on the information, measurements, materials and project specifications available at the time of quoting.
2.2 Quotations remain valid for the period specified on the quotation. Where no validity period is specified, pricing may require reconfirmation before an order is accepted.
2.3 Verbal estimates are indicative only. All final quotations must be confirmed in writing.
2.4 Prices and applicable GST will be clearly identified in your quotation or invoice. Prices advertised to consumers will include GST and any other unavoidable charges, as required by law. Business-to-business quotations may display GST separately where permitted.
2.5 Delivery, installation, site visits, additional materials and other services are included only where expressly stated in the accepted quotation.
2.6 Changes to the agreed design, dimensions, fabric selection, finishes or project requirements may result in additional costs.
2.7 Any proposed changes to pricing after an order has been confirmed will be communicated and agreed to in writing before the additional work or expense is incurred.
2.8 Where an error or omission is identified in a quotation before acceptance, we may issue a corrected quotation for your consideration. Once an order has been accepted, any changes will be addressed by agreement and in accordance with applicable law.
3. Deposits & Payment Terms
3.1 A 50% deposit is generally required to secure a custom furniture or upholstery order and commence the ordering of materials or manufacturing process, unless otherwise specified in writing.
3.2 Online purchases of ready-made products are generally payable in full at checkout, unless an alternative payment arrangement is offered.
3.3 The remaining balance for custom orders is due at least four days before the scheduled collection, dispatch or delivery date, unless an alternative payment schedule has been agreed in writing.
3.4 Commercial projects and larger manufacturing orders may be subject to progress payments or individually agreed payment schedules, as outlined in the project quotation or contract.
3.5 All payments must be received and cleared before furniture is released for collection or delivery, except where otherwise agreed or required by law.
3.6 Where payment is overdue, we may provide written notice and temporarily suspend further manufacturing, delivery or installation until the outstanding amount is resolved, to the extent permitted by law.
3.7 Any resulting changes to the project schedule will be communicated to the customer.
3.8 Deposits are applied towards the purchase of materials, manufacturing costs, labour and other expenses associated with the confirmed order. Cancellation and refund arrangements are outlined in Section 13.
3.9 We do not apply payment surcharges to Visa, Mastercard, American Express or eftpos card transactions. Any other payment-related fees will only be charged where permitted and clearly disclosed before payment.
3.10 Where a project is subject to mandatory deposit limits or payment requirements under applicable building or other legislation, those legal requirements will take precedence over our standard payment terms.
4. Custom Designs, Measurements & Approvals
4.1 As many of our products are custom-made, accurate measurements, specifications and design approvals are essential to the manufacturing process.
4.2 Customers are responsible for reviewing and confirming all relevant details before manufacturing begins, including dimensions, fabrics, finishes, configurations and any special requirements.
4.3 Where appropriate and agreed, Cullin Design can arrange an on-site check measure for projects within our local servicing area. Site visits may incur additional charges unless included in the quotation.
4.4 For projects outside our local area, or where a site visit is not required, we may manufacture from architectural drawings, builders' plans, measurements or specifications supplied by the customer or their appointed representative.
4.5 Where measurements are supplied by the customer, builder, designer or other third party, we will rely on the accuracy of that information unless verification by Cullin Design is expressly included within our agreed scope of work.
4.6 The customer must advise us of any changes to site conditions, dimensions or construction details that may affect the manufacture or installation of the furniture.
4.7 Any required power point (GPO) cut-outs, lighting allowances, service penetrations, wall clearances or other special provisions must be confirmed before manufacturing begins.
4.8 Where drawings, CAD designs, specifications or design concepts are submitted for approval, written confirmation will be required before proceeding.
4.9 Once manufacturing has commenced, alterations may not always be possible and may result in additional costs or delays.
4.10 Where errors arise from information supplied or approved by the customer, any necessary alterations will be discussed and quoted before proceeding. Responsibility will be assessed according to the circumstances, the agreed scope of work and applicable law.
5. Manufacturing & Production Timeframes
5.1 Cullin Design specialises in bespoke, made-to-order furniture. Production timeframes vary depending on the complexity of the design, material availability and current manufacturing schedules.
5.2 Our standard estimated production timeframe for custom furniture is generally between 4 and 12 weeks, unless otherwise advised.
5.3 Production timeframes commence once the required deposit, final specifications, material selections and design approvals have been received.
5.4 The timeframes provided are estimates unless a specific completion date has been expressly agreed in writing.
5.5 Factors that may affect production include fabric and material lead times, supplier availability, manufacturing complexity, public holidays, transport arrangements and delays in receiving customer approvals.
5.6 We will endeavour to communicate material changes to estimated completion dates as soon as reasonably practicable.
5.7 Where circumstances beyond our reasonable control affect production, we will work with the customer to establish a revised timeframe and discuss appropriate options.
5.8 Nothing in this section limits a customer's rights where goods or services are not supplied within an agreed or legally reasonable timeframe.
6. Design Changes & Variations
6.1 We understand that design requirements may evolve during a project and will endeavour to accommodate requested changes where reasonably possible.
6.2 All changes to an approved design or project scope must be requested and confirmed in writing.
6.3 Variations may include changes to dimensions, fabrics, finishes, construction methods, upholstery detailing, quantities or installation requirements.
6.4 Where a variation affects the original quotation, additional costs and revised production timeframes will be provided for approval before the variation proceeds.
6.5 Changes requested after materials have been ordered, cut or manufacturing has commenced may be limited by the stage of production.
6.6 Where a requested variation cannot reasonably be accommodated, the original approved specifications will remain in place unless an alternative arrangement is agreed.
7. Fabrics, Materials & Finishes
7.1 We work with a wide range of residential and commercial upholstery fabrics, timbers, leathers and decorative finishes.
7.2 Fabric and material selections are made in consultation with the customer, taking into consideration the intended application, design requirements, durability, maintenance and budget.
7.3 We strongly recommend reviewing physical fabric samples before making a final selection, as colours, textures and finishes may appear differently in photographs, digital renders and on individual screens.
7.4 Some variation in fabric dye lots, timber grain, timber colour, leather characteristics and natural material finishes is to be expected.
7.5 Certain upholstery fabrics, including velvet and chenille, may display shading, pile movement or changes in appearance depending on lighting, direction and use.
7.6 Pattern placement, joins and fabric repeats may vary depending on the dimensions and construction of the furniture, unless a specific layout has been agreed in writing.
7.7 For commercial projects, customers should advise us of any particular performance requirements, such as fire performance, UV resistance, stain resistance, cleaning specifications or suitability for high-traffic environments.
7.8 Where a selected fabric or material becomes unavailable or discontinued, we will advise the customer and discuss suitable alternatives. Substitutions will not be made without approval where they materially affect the agreed specifications.
7.9 Any changes in price arising from an approved material substitution will be confirmed before proceeding. If a suitable alternative cannot be agreed upon, the parties will discuss cancellation and any applicable refund for the affected item, in accordance with consumer law.
7.10 Natural material characteristics and minor variations do not automatically constitute defects. However, this does not affect a customer's rights where a product fails to meet its description, agreed specifications, sample or applicable consumer guarantees.
8. Customer-Supplied Fabrics & Materials
8.1 Customers may request to supply their own fabrics or materials for selected projects, subject to suitability and approval by Cullin Design.
8.2 Before manufacturing begins, sufficient quantities of the selected materials must be provided, taking into consideration pattern repeats, cutting allowances and the construction requirements of the furniture.
8.3 We may advise against using materials that appear unsuitable for their intended purpose, including fabrics with inadequate durability, instability or other known concerns.
8.4 Where the customer chooses to proceed with a material contrary to our documented recommendations, responsibility for problems directly caused by that material will be assessed in accordance with applicable law.
8.5 Cullin Design cannot provide a manufacturer's warranty on fabrics or materials supplied independently by the customer.
8.6 We will take reasonable care when handling customer-supplied materials and will remain responsible for the standard of our workmanship and any obligations imposed by law.
8.7 Delays in receiving customer-supplied materials may affect the agreed production schedule.
9. Reupholstery & Existing Furniture
9.1 Our reupholstery services are designed to refresh, restore or transform existing furniture while retaining its character where appropriate.
9.2 Quotations are based on the condition of the furniture as reasonably assessed before work commences.
9.3 Certain structural issues, frame damage, deteriorated components or internal construction concerns may not become apparent until existing upholstery has been removed.
9.4 If additional repairs or replacement components are recommended or required, we will advise the customer and provide a quotation for the additional work before proceeding.
9.5 Existing furniture may contain aged frames, springs, padding or other components that are outside the agreed reupholstery scope.
9.6 Unless specifically included in the quotation, reupholstery does not automatically include structural restoration, complete frame replacement or the replacement of all internal components.
9.7 Where the customer chooses not to proceed with recommended additional work, we will discuss whether the original scope can be safely and reasonably completed and any applicable costs for work already undertaken.
9.8 We will take reasonable care of furniture entrusted to us throughout the reupholstery process.
9.9 The workmanship associated with our reupholstery services remains subject to applicable consumer guarantees. Existing faults or deterioration not caused by our work will be considered separately when assessing any concerns.
10. Commercial Projects & Builder Coordination
10.1 Cullin Design undertakes commercial furniture and upholstery projects in collaboration with designers, architects, builders, business owners and other project professionals.
10.2 Commercial quotations will outline the agreed manufacturing scope, materials, specifications, delivery requirements and any installation services.
10.3 Where a builder, designer or project representative is coordinating works, responsibility for supplying accurate drawings, obtaining approvals and communicating relevant construction details should be confirmed before manufacturing commences.
10.4 Customers must notify us of relevant project deadlines, site restrictions, compliance requirements and installation schedules at the time of quoting or as soon as reasonably practicable.
10.5 Where specialised performance or building compliance requirements apply, these must be identified and included in the agreed specifications. Relevant project professionals remain responsible for their respective compliance and approval obligations.
10.6 Delays resulting from other trades, unfinished building works, restricted site access or changes to the construction schedule may require delivery or installation to be rescheduled.
10.7 Any additional costs arising from requested changes, return visits or delays outside the agreed scope will be discussed and approved before being incurred.
10.8 Where delivery or installation is required in stages, these arrangements should be identified and agreed in advance.
10.9 Unless otherwise agreed in writing, the person or entity named as the customer in the accepted quotation remains responsible for payment, including where an interior designer, builder or other representative is coordinating the project on behalf of an end client.
11. Delivery, Collection & Installation
11.1 We offer collection, delivery and installation options depending on the size, location and requirements of each project.
11.2 Delivery and installation are quoted separately unless expressly included within the product price or project quotation.
11.3 Where requested, Cullin Design can coordinate and undertake installation of furniture, subject to the agreed scope and availability.
11.4 Alternatively, we can arrange delivery of completed furniture to site for installation by the customer's builder, tradesperson or appointed contractor.
11.5 Where installation is undertaken by others, responsibility for carrying out that installation rests with the appointed installer. This does not affect Cullin Design's obligations in relation to the furniture supplied or any installation instructions we have agreed to provide.
11.6 Customers must disclose any relevant access restrictions before delivery, including narrow doorways, staircases, lift dimensions, limited parking, construction access, restricted entry points or other site conditions.
11.7 The customer is responsible for ensuring the nominated delivery location is reasonably accessible, safe and prepared to receive the goods at the agreed time.
11.8 Additional delivery or installation costs arising from inaccurate access information, unsuccessful delivery attempts or requested changes will be explained and agreed before those additional services are provided.
11.9 Where delivery is arranged by Cullin Design, we remain responsible for fulfilling our applicable delivery obligations, including addressing damage or loss caused by a delivery provider we engage.
11.10 Once furniture has been delivered and received by the customer or their authorised representative, damage subsequently caused by other trades, site activities, mishandling or improper storage will be considered according to the cause of the damage and applicable law.
11.11 Packaging removal and disposal are not automatically included. Where required, these services should be requested in advance and any additional costs confirmed.
12. Storage & Uncollected Goods
12.1 Customers will be notified when their furniture is completed and ready for collection or delivery.
12.2 We ask that collection or delivery be arranged within seven business days of notification, unless an alternative arrangement has been agreed.
12.3 Where completed goods cannot be collected or delivered due to circumstances attributable to the customer, a storage fee of $120 per week, or a proportionate amount for part of a week, may apply after the initial seven-business-day period.
12.4 Before storage fees commence, we will provide written notice confirming the applicable charges and an opportunity to arrange collection or delivery.
12.5 Storage fees will not be charged where the delay is caused by Cullin Design or where charging the fee would be inconsistent with applicable consumer law.
12.6 We will take reasonable care of goods held in storage.
12.7 If goods remain uncollected for an extended period, we will contact the customer to discuss arrangements. Any further action concerning uncollected goods will be undertaken in accordance with applicable legislation and required notice procedures.
13. Cancellations, Refunds & Change of Mind
13.1 As many of our products are made specifically to customer requirements, we encourage all clients to carefully review their selections, measurements and specifications before confirming an order.
13.2 We do not generally offer change-of-mind returns or refunds for custom-made furniture, made-to-order upholstery or completed reupholstery services.
13.3 If a customer requests cancellation of a confirmed custom order, we will assess the stage of production and the costs reasonably incurred or committed.
13.4 Where cancellation is permitted, any amount retained from the deposit or other payments will reflect reasonable costs or losses associated with the cancellation, including relevant materials, labour and non-recoverable supplier commitments.
13.5 Any remaining balance after applicable cancellation costs will be refunded.
13.6 Cancellation costs will not be imposed as a penalty and will be assessed fairly, taking into consideration the circumstances and our ability to mitigate losses.
13.7 Where an order has not yet entered production and materials have not been committed, we will assess the request accordingly.
13.8 For ready-made products purchased online, change-of-mind returns are not generally offered unless a separate written return arrangement or promotional policy applies.
13.9 None of these conditions affect a customer's rights to a remedy under Australian Consumer Law, including where products are faulty, materially different from their description or not supplied as legally required.
13.10 If Cullin Design is unable to fulfil an order, we will communicate the situation and discuss the appropriate options, including any refund or other remedy required by law.
14. Australian Consumer Law & Product Concerns
14.1 All products and services supplied by Cullin Design are subject to the Australian Consumer Law where applicable.
14.2 Consumer guarantees may include requirements that goods are of acceptable quality, are fit for their disclosed purpose and correspond with their description or sample. Services must also meet applicable guarantees, including due care and skill.
14.3 Where a product or service fails to meet an applicable consumer guarantee, the customer may be entitled to a repair, replacement, refund, cancellation or compensation, depending on the nature and seriousness of the failure.
14.4 We encourage customers to inspect furniture following delivery or collection and notify us promptly of any visible damage, missing components or concerns.
14.5 Prompt notification assists us in investigating and resolving issues efficiently. However, a failure to report a concern within a particular number of days does not remove any rights available under Australian Consumer Law.
14.6 Where a concern is raised, we may request relevant photographs, order details or an opportunity to inspect the furniture to help determine the appropriate resolution.
14.7 Where a valid remedy is required under consumer law, we will meet our legal responsibilities, including applicable reasonable collection, transportation or return costs.
14.8 Nothing in these Terms & Conditions limits the remedies available for a major or minor failure under applicable law.
15. Structural Warranty
15.1 Cullin Design provides a six-year structural warranty on furniture manufactured by Cullin Design, commencing from the date of delivery or collection.
15.2 This voluntary warranty covers defects in the structural frame and supporting construction components arising from defects in materials or manufacturing workmanship.
15.3 Where a valid claim is established under this warranty, we will arrange an appropriate repair or, where repair is not reasonably practical, a replacement or other agreed remedy.
15.4 This additional structural warranty does not ordinarily cover:
- General wear and tear associated with normal use.
- Upholstery fabric, leather coverings or cosmetic changes unrelated to structural defects.
- Natural characteristics of timber and other materials.
- Accidental damage, misuse or improper handling.
- Damage directly caused by unauthorised alterations or repairs undertaken by others.
- Damage caused by exposure to conditions for which the furniture was not designed or recommended.
15.5 These exclusions apply only to the additional voluntary structural warranty and do not limit rights or remedies available under Australian Consumer Law.
15.6 To make a warranty claim, customers should contact Cullin Design using the details provided in Section 20, supplying their name, proof of purchase or order details, a description of the concern and supporting photographs where available.
15.7 We will assess the claim and advise whether an inspection or further information is required.
15.8 For an accepted claim under this structural warranty, Cullin Design will cover the reasonable costs of assessment, repair or replacement and associated collection or redelivery where required. Any proposed charges relating to a claim not covered by this voluntary warranty will be explained and agreed before chargeable work proceeds.
15.9 This six-year warranty is provided in addition to, and does not replace, any consumer guarantees or other statutory rights. Those rights may continue beyond the voluntary warranty period.
16. Care & Maintenance
16.1 Appropriate care and maintenance are important to preserving the appearance, performance and lifespan of your furniture.
16.2 Customers should follow any care instructions supplied by Cullin Design or the relevant fabric, timber, leather or product manufacturer.
16.3 Upholstered furniture should be maintained in accordance with the cleaning recommendations appropriate to the selected material.
16.4 Direct sunlight, excessive moisture, heat and unsuitable cleaning products may cause premature fading, deterioration or damage to certain materials.
16.5 Timber furniture should be cleaned using appropriate products and protected from excessive moisture, prolonged direct sunlight and heat sources.
16.6 Certain fabrics, including velvet and chenille, may display natural pile movement, shading or pressure marks during use.
16.7 Feather-filled cushions may require regular plumping and reshaping to maintain their intended appearance.
16.8 Customers should advise us if furniture is intended for outdoor, high-traffic or specialist use so that suitable materials and construction methods can be considered.
16.9 Failure to follow reasonable care recommendations may affect the suitability of a claim under an additional voluntary warranty where the damage was caused by improper care. It does not automatically remove any rights under consumer law.
17. Third-Party Products & Supplier Warranties
17.1 In addition to our bespoke manufacturing services, Cullin Design may supply furniture, fabrics, homewares and accessories manufactured by third-party brands.
17.2 These products may carry separate manufacturer's warranties, which will be made available where applicable.
17.3 Any manufacturer's warranty is additional to the rights and remedies available under Australian Consumer Law.
17.4 Where a product purchased through Cullin Design develops a fault, customers may contact us directly for assistance. We will not require customers to deal exclusively with the manufacturer where we have responsibilities as the supplier under consumer law.
17.5 Product availability, colours, dimensions and specifications may vary between suppliers and manufacturing batches. Any material differences affecting a confirmed order will be communicated before an alternative is supplied.
18. Design Ownership, Photography & Marketing
18.1 Design concepts, original drawings, CAD designs, specifications and other creative materials produced by Cullin Design remain our intellectual property unless otherwise agreed in writing.
18.2 Customers may use the materials supplied to them for the purpose of their agreed project, including sharing relevant drawings with appointed builders or trades as reasonably required.
18.3 Reproduction or use of our original designs for unrelated commercial manufacturing purposes requires prior written permission, subject to any rights held by the customer or third parties.
18.4 We value the opportunity to photograph completed projects and showcase our craftsmanship through our website, portfolio, social media and other marketing channels.
18.5 Where photographs identify a customer's private residence, business premises or project, we will seek appropriate permission before publishing those images for promotional purposes.
18.6 Where designers, architects, builders or other project professionals are involved, we will endeavour to provide appropriate project credits where agreed.
18.7 Customers may decline marketing photography or request that identifying information remain private. This will not affect their entitlement to our products or services.
19. Privacy & Personal Information
19.1 We collect and use personal information reasonably necessary to manage enquiries, prepare quotations, process orders, communicate with customers and coordinate delivery or installation.
19.2 Where necessary, relevant information may be shared with suppliers, delivery providers, contractors or service providers involved in fulfilling an order.
19.3 We will handle personal information in accordance with our published Privacy Policy and applicable privacy legislation.
19.4 Customers may contact us if they have concerns about how their information is collected, used or managed.
20. Customer Service, Disputes & General Conditions
20.1 We aim to provide a professional and transparent service throughout the design, manufacturing and delivery process.
20.2 If a concern arises, we encourage customers to contact us directly so that we can investigate the matter and work towards an appropriate resolution.
20.3 Where a dispute cannot be resolved directly, customers may access any relevant external dispute resolution services or legal remedies available to them.
20.4 These Terms & Conditions are governed by the laws of Victoria, Australia, subject to any other laws that cannot lawfully be excluded.
20.5 If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
20.6 We may update these Terms & Conditions from time to time. Updated terms will apply to future orders and will not retrospectively alter an existing accepted agreement unless the parties lawfully agree otherwise.
20.7 We reserve the right to decline a proposed order before acceptance where we are unable to meet the requested specifications, timeframe or project requirements.
Contact Details
The Cullin Design Pty Ltd
1/5 Speedwell Street,
Somerville, VIC, 3912
Australia
Phone: 0438 786 120
Email: askus@thecullindesign.com.au
Website: www.thecullindesign.com.au
We appreciate the trust our customers place in Cullin Design and are committed to delivering thoughtfully designed, quality furniture and upholstery, supported by clear communication and professional service.