TERMS + CONDITIONS

Warranty

At Hello Trader, all products are handcrafted by skilled artisans using natural materials. As a result, variations in colour, texture, timber grain, finish, and minor imperfections may occur and are considered part of the unique character and beauty of each piece. No two items will be identical.

Unless otherwise required under Australian Consumer Law, we do not provide additional warranties on our products.

Purchases

By placing an order through our website, you are making an offer to purchase products in accordance with these Terms & Conditions. We reserve the right to accept or decline any order at our discretion.

While every effort has been made to accurately display product colours, finishes, and details, variations may occur due to screen settings, photography, and the handmade nature of our products.

Please note:

  • Handmade products may vary slightly in colour, dimensions, texture, or finish.
  • Product availability is subject to supplier and manufacturing capacity.
  • We reserve the right to cancel and refund an order if an item becomes unavailable or cannot be supplied by our manufacturer.

Custom Orders

Custom-made and made-to-order products, including items with altered sizing or specifications, incur a customisation fee of $110 and are excluded from promotional pricing or sale discounts.

Estimated lead times for custom orders range from a minimum of 6 weeks to 16 weeks; however, timeframes may vary depending on the product and supplier schedules.

For further information regarding custom orders, please contact:

Pricing, GST & Taxes

All prices listed on our website are in Australian Dollars (AUD) and include GST where applicable.

By placing an order, you agree to pay:

  • the listed purchase price; and
  • any applicable delivery, shipping, or handling charges.

Prices are subject to change without notice.

Repairs, Refunds & Replacements

Customers may have rights under:

  • the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth));
  • applicable State and Territory consumer protection legislation; and
  • our Refund Policy.

Where a product has a major failure, customers may be entitled to a refund or replacement under Australian Consumer Law.

Where a product issue is deemed minor, we reserve the right to repair the item rather than provide a replacement or refund.

Unless otherwise required by law, customers are responsible for return shipping costs associated with claims, repairs, or exchanges.

Damaged Goods & Transit Claims

Any damage, faults, or concerns regarding delivered goods must be reported in writing via email within:

  • 24 hours for transit damage claims; and
  • no later than 7 days from the date of delivery.

We take great care in packaging and dispatching all orders using trusted courier and freight providers. Once goods have been dispatched from our warehouse, responsibility for safe transit passes to the courier or carrier.

Customers are responsible for inspecting goods upon delivery before accepting them. Failure to note visible damage upon receipt may impact the ability to lodge a successful freight claim.

Please note that some materials, including glass and concrete products, may not be covered under freight insurance policies.

Product Care

Customers are responsible for following all care instructions provided for their products.

Damage resulting from misuse, improper care, negligence, or failure to follow product care guidelines may void eligibility for repair, replacement, or refund consideration.

We recommend reviewing all product care information prior to purchase.

Changes & Cancellations

As orders are processed promptly, requests to cancel or amend an order must be submitted within 24 hours of placing the order.

Once an order has been processed or dispatched, cancellations or amendments may no longer be possible.

Custom-made, made-to-order, and specially sourced items are non-refundable and cannot be cancelled once production has commenced.

Out of Stock Items

In the unlikely event that a purchased item becomes unavailable or out of stock, Hello Trader will contact the customer as soon as possible to discuss available options, including:

  • selecting an alternative product;
  • placing the item on backorder; or
  • receiving a full refund.

Estimated restock or production timeframes provided are indicative only and may change due to supplier or shipping delays.

Pricing

Hello Trader reserves the right to change prices at any time without prior notice at our discretion.  All prices include GST and are in Australian Dollars (AUD).
Prices do not include delivery – delivery charges will be applied accordingly.

Consumer and Service Standards Policy 

As we sell warm, beautiful products, we also would like to keep our interactions with our consumers warm and inviting.  We have a new high level of customer service standards, and we pride ourselves on making your customer experience with us, as enlightening as our products.  We also have a standard on the expectations of consumer behaviour, and we have the right to refuse, decline or remove ourselves from interactions and/or sales that are evident of the following-

  • 1: Mutual expectation of reasonable and fair treatment
  • 2: Abusive or aggressive behaviour will not be tolerated
  • 3: Unreasonable demands will not be accommodated

1. Hello Trader aims to treat all its customers with courtesy, consideration and respect, to act impartially, with integrity and honesty, and to not be demanding of its customers, use explicit or inappropriate language online or in person. In turn, Hello Trader expects customers to adhere to the same standards when dealing with Hello Trader representatives.

2. Abusive or aggressive behaviour may include:

    • rude or otherwise vulgar expressions, noises, or gestures
    • verbal abuse of a personal nature, or against a particular subset of society
    • threatening, intimidating or offensive behaviour, or
    • threats of physical violence against a person or property.
  2. If, in the opinion of any staff member, abusive or aggressive comments or statements are made, the staff member:
    • will clearly warn the customer that if the unreasonable behaviour continues the conversation may be terminated, and
    • may terminate the conversation if the unreasonable behaviour continues after a clear warning has been given.
  3. Where a staff member terminates a conversation, the staff member will note this in the call record and notify their manager of the situation as soon as practical

Pick Up & Holding Fee

If you have selected to pick up your item, you will be notified as soon as it is ready, and this must be collected ideally within 14 days.  Sometimes, we understand life gets busy and you may not be able to pick up your item within the required time frame.  In this instance, please contact info@hellotrader.com.au to advise when you would like to collect your order.  The maximum amount of time for holding items is up to 2 months after notification. After 2 months, we have the right to charge a holding fee of 2% per day on the full value of the order.  Our warehouse space is limited, therefore we appreciate prompt pick ups of your orders. 

If you need further time to arrange for pick up please contact info@hellotrader.com.au. 

 

Payment Plan Terms & Conditions

The following Payment Plan Terms & Conditions apply to all purchases made through Hello Trader.

1. Payment Plan Eligibility

Payment plans are available on selected furniture and homewares orders only and are subject to approval by Hello Trader. We reserve the right to refuse or cancel a payment plan at any time.

2. Deposit Requirements

A minimum deposit of 30% is required to secure your order and place items into production, reserve stock, or hold inventory. A minimum deposit of 50% is required for orders from our Elm Collection.

Deposits are non-refundable and non-transferable once an order has been confirmed.

3. Payment Schedule

The remaining balance must be paid in agreed instalments over the approved payment period. Payment frequency may be arranged in accordance with our team.

All payment plans must be fully paid prior to delivery or collection.

4. Payment Methods

Invoices will be issued as per the Agreed Conditions in the Payment Plan and payments may be made via direct deposit, credit card, debit card, or any approved payment method offered by Hello Trader.  

5. Missed or Late Payments

If a payment is missed or overdue:

  • Hello Trader reserves the right to pause or cancel the payment plan
  • Any promotional pricing or discounts may become void
  • Delivery or collection may be delayed until payments are brought up to date
  • Repeated missed payments may result in cancellation of the order

6. Storage & Delivery

Once your order is fully paid, delivery or collection must be arranged as soon as possible and generally within 14 days unless otherwise agreed.

Due to limited warehouse space, storage fees may apply for items not collected or scheduled for delivery within the required timeframe.

If you require Hello Trader to store your products for a period of time over the collection period time frame, then Hello Trader has the right to charge a storage fee of 2% per day on the total value of the order.  

7. Order Changes & Cancellations

Custom, made-to-order, pre-order, or specially sourced items cannot be cancelled or exchanged once production or ordering has commenced.

Any approved cancellations may incur administrative or restocking fees.

8. Ownership of Goods

All goods remain the property of Hello Trader until full payment has been received and cleared in full.

9. Pricing & Promotions

Payment plans may not be used in conjunction with selected promotions, clearance items, or special offers unless otherwise stated.

Prices are subject to change without notice until the initial deposit has been received.

10. Contact & Communication

Customers are responsible for keeping their contact details up to date and responding to communication regarding payments, delivery, or collection arrangements.

11. Acceptance of Terms

By entering into a payment plan arrangement with Hello Trader, the customer acknowledges and agrees to these Terms & Conditions.