Terms & Conditions

1. Definitions

• In-stock goods means items physically available in our warehouse or store and ready to collect or deliver.
• Incoming / backorder goods means items we are holding for you from incoming shipments or supplier pipeline, not yet ready for immediate pickup.
• Received means goods are considered received when collected by you or your transport, or delivered to the address you gave us.
• Change of mind means you decide you no longer want goods that are not faulty, not misdescribed, and still perform as expected.
• Store credit means value held on your Hartley's customer account that can be used toward future Hartley's purchases. It is not transferable and is not redeemable for cash unless required by law.

2. Ordering & payment

2.1 In-stock goods

Payment in full confirms the sale. We will hold fully paid goods until you organise collection or delivery. See Storage below.

2.2 Incoming / backorder goods

A 50% deposit secures and allocates the goods to you from our incoming stock. The balance is due before collection or delivery once we notify you the goods have landed.

If we are unable to supply the goods you ordered, for example because of supplier discontinuation, shipment loss, or damaged stock we cannot replace, you are entitled to a full refund of all monies paid or you may choose an alternative product.

3. Change of mind before you receive the goods

This applies to all orders, both in-stock and incoming, up until the goods are collected or delivered.

Option A - full store credit

Convert 100% of what you have paid so far into Hartley's store credit with no expiry, to use on any future purchase with us.

Option B - cancel and refund less 20% fee

Cancel the order and receive 80% of what you have paid so far back via your original payment method. We retain 20% of the amount paid as our cancellation fee. This helps cover admin, handling and the fact we have taken stock off sale for you.

If you are thinking about cancelling, consider swapping to a different item instead. You will usually avoid the fee.

4. Swap before receipt

Changed your mind on colour, size, configuration or model? Before collection or delivery you can move your payment to another item.

• If the new item costs more, just pay the difference.
• If it costs less, the balance becomes store credit on your account.
• No cancellation fee applies when you swap rather than cancel.

5. Change of mind after you receive the goods

Once the goods are collected by you, your courier, or delivered to your address, the sale is final for change-of-mind. We do not offer refunds, exchanges or store credit for change-of-mind after receipt.

This does not affect your rights under the Australian Consumer Law if the goods are faulty, unsafe, not as described, or fail to perform as reasonably expected.

6. Collection, delivery & storage

We are relaxed about timing. If you need us to hold your order, just keep us updated.

Please aim to collect or schedule delivery within a few months of readiness. We do not normally charge storage fees.

If we cannot reach you for an extended period, generally 6+ months after goods are ready, we will send notices to the contact details on your order. If we still do not hear back, we may treat the goods as uncollected and take steps allowed under Western Australia law, which may include resale or disposal. We will apply sale proceeds first to any amounts you owe and hold any balance for you.

7. Inspecting & reporting transit damage

Please inspect your order when it arrives or as soon as you unbox it.

Report within 7 days of delivery or collection if you find transit damage, missing parts, incorrect items, or visible manufacturing faults. Photos help us move quickly with freight carriers and suppliers.

Reporting within this window does not limit your Australian Consumer Law rights. If a manufacturing or structural issue shows up later under normal use, contact us and we will help.

8. Warranty & outdoor performance

We have built our reputation on standing behind our products in Australian outdoor conditions.

What is covered

• Structural or manufacturing faults in frames, welds, hardware and fasteners.
• Premature failure of outdoor fabrics, cushion seams or fill breakdown under normal residential outdoor use.
• Premature surface breakdown of finishes, coatings or materials that would not be expected in normal conditions.

What is not automatically covered

• Impact, crushing or dragging damage, such as gouges, scrapes, or bent legs from forced movement.
• Knife cuts, burns, pet or pest damage.
• Damage from improper storage, such as goods left wet in sealed packaging, stored without ventilation, or stacked under heavy loads.
• Commercial or event hire use unless agreed in writing.

If you are unsure which bucket your issue falls into, reach out. We are known for being reasonable and helping customers keep their outdoor settings running for years.

Detailed warranty durations vary by collection and component. Ask us or check your product paperwork.

9. Floorstock, clearance & seconds

If you buy display stock, marked clearance or factory seconds, known marks or wear will be noted at sale. Change-of-mind rules above apply. Your Australian Consumer Law rights still apply if a major undisclosed fault exists.

10. Title & risk

Title to goods transfers to you once paid in full. Risk of accidental loss or damage passes when goods are collected by you or your carrier, or delivered to the address you supplied. This does not affect your Australian Consumer Law rights for faults that emerge later.

11. Store credit terms

• Issued to your Hartley's customer account, kept in our system.
• No expiry.
• Not transferable to another person or account.
• Redeemable toward future Hartley's purchases, including products or services we supply. If you are unsure what qualifies, just ask.
• Not redeemable for cash unless required by law.

12. Privacy & data

We collect the basics we need to serve you: name, contact details, delivery info and purchase history. We also use standard analytics and advertising tools, including cookies, Meta Pixel and Google Analytics, to understand website performance and show relevant ads.

You can unsubscribe from marketing emails at any time and adjust browser or device privacy settings to control cookies.

Full Privacy Policy: see our website.

13. Need help?

The fastest way is the contact form on our website. Include your order number and photos if you are reporting an issue. You can also call your local Hartley's store during business hours.

14. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.