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Product Variations
At Raffine, we take pride in offering exquisite materials, exceptional design. Our dedication to elegance extends to our choice of materials. The design team has carefully selected natural elements like veneer, marble, and fine oak to craft furniture that is as durable as it is beautiful. Every piece makes a lasting impression both in quality and aesthetics. Kindly note that these unique characteristics may lead to slight variations in the final product. We celebrate the individuality of each item and appreciate your understanding that such divergences are inherent to the nature of our craft. If you have any specific concerns or queries about product variations, please feel free to reach out to our customer service team, who will be happy to assist you.
Slight differences in grain/color may occur in timber and fabric.
Raffine is not responsible for dye lot variations or fabric preferences post-delivery.
Due to technical reasons, perfect color match between samples and stocked items can't be guaranteed.
Warranty
To report damaged or faulty goods, reach out to us at [email protected] within 24 hours of receiving your order.
Include your invoice number, name, contact details, and photos.
Required Photos:
- Full shot of the product.
- Two close-up images of the defect.
- Full shot of the packaging showing any damage.
Due to the delicate nature of our goods, breakages may occur during delivery. If a product arrives damaged, we'll promptly arrange a replacement. If a replacement isn't available soon, we'll collaborate with you to find a suitable solution.
For faulty products, we'll arrange a replacement. If a replacement isn't available promptly, we'll work with you on an appropriate solution.
Please note that regulations limit our couriers from handling damaged items with broken glass, sharp edges, or open boxes. Keep this in mind when making a purchase, as we might not be able to collect the damaged item from you.
Custom Made Orders
Ordering:
Carefully choose, as Custom Made orders cannot be canceled due to a change of mind.
Changes to your order cannot be made.
Payment:
A 100% pre-payment is needed for custom made order for confirmation and production commencement.
Lead Time & Delivery:
- Custom Made lead times vary; an email will detail your order and any made-to-order lead times.
- Delivery options include Sydney Metro Hand Delivery or White Glove Delivery, with fees quoted upon order. Own collection is an option with 48 hours' notice.
- Delivery fees depend on location, package size, and weight. Our transport company will contact you 10 days before delivery.
- If goods are ready, but the buyer isn't ready for delivery, a storage fee of $125.00 per week applies.
Variations:
- Slight differences in grain/color may occur in timber and fabric.
- Raffine is not responsible for dye lot variations or fabric preferences post-delivery.
- Due to technical reasons, perfect color match between samples and stocked items can't be guaranteed.
Cancellation:
- Cancellation of Custom Made orders incurs a 100% cancellation fee.
- Orders are non-refundable, and store credit exchange is not available.
Return Policy:
No returns accepted for Custom Made items.
Warranty:
Our products don't have an unconditional warranty. However, we replace defective items within 12 months of receiving, given they were used normally and maintained as per care instructions. This excludes warehouse, sample, or seconds sale items.
Conditions:
- Improper use or neglect voids the warranty.
- Applicable to household residential use only, not commercial or non-residential use.
- Claims require photographic evidence.
Defect Clarification: A product isn't defective due to manufacturing variations.