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KTD Enterprise Pty Ltd as trustee for the KTD Trust trading as "House 2 Home Collection" (ABN 96 502 460 978) ("we", "us" or the "Company") prides itself on providing products of the highest quality and is committed to customer satisfaction.
You may buy products supplied by us by completing the User Registration or using the Guest Checkout facility on the website, www.house2homecollection.com.au. All additional freight and shipping charges will be clearly outlined within the shopping cart section of your order before completing your online transaction. You will be responsible for our charges in arranging supply and delivery (and return to us, if necessary).
Requirement for registration
The Company reserves the right to make any parts of this site accessible only to users who have registered.
Username and password
Upon registration with this site, you will be issued with a username and password to access your account. You are responsible for maintaining the security of your password for this site. The Company will not be liable for any loss or damage arising from or in connection with your failure to comply with this security obligation. You agree that the Company will be entitled to assume that any person using this site with your username and password is you or your authorised representative.
You must notify the Company immediately of any known or suspected unauthorised use of any password or any other breach of security.
You must promptly update this information to maintain its accuracy at all times.
You represent and warrant to the Company that all information provided to the Company by you, including the information provided by you through our account registration module or entered into your account profile, is true and not misleading and does not violate any applicable law or regulation or any person's intellectual property or other rights.
Multiple accounts and automated account opening
One person may not maintain more than one account with this site. Accounts registered by "bots" or other automated methods are not permitted.
Approval of registrations
The Company reserves the right to accept or reject any application for registration of an account with this site at its discretion.
Order constitutes offer
We will not commence processing any order made through this site unless and until:
We reserve the right at our discretion to:
Acceptance of orders
Acceptance of each order will take place if and when the Company sends the requested items to you, at the time at which the items are despatched by the Company, and title to, and risk in, the items will pass from the Company to you at that time. After the items have been sent, we will send you an email confirming that shipment has taken place.
We will endeavour to commence processing orders within 24 Hours of receipt during business days.
Orders received after 5pm local time will be processed the following business day.
Prices stated are in Australian dollars, as stated
The Company reserves the right to change the prices for products/services displayed in this site at any time before you place an order.
Shipping costs will depend upon the location for delivery and the items purchased and are shown separately during checkout.
Unless otherwise expressly stated, all amounts payable through your use of this site are expressed to be inclusive of GST. For these purposes, the term "GST" has the meaning given to it in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).
The full payment for your order (including the product price and applicable delivery charges) is deducted from your credit card on completion of your order. Delivery will not commence until payment has been processed/validated.
We accept payment by Visa, MasterCard and American Express. Credit card details are processed using a secure payment gateway and are not stored by us.
PayPal will also be accepted.
Secure payment gateway
Unless you expressly consent otherwise, we do not see or have access to any personal information that you may provide to the secure payment gateway, other than information that is required in order to process your order and deliver your purchased items to you (e.g. your name, email address and billing/postal address).
Credit and debit card payments
Only the credit cards issued by financial institutions in Australia and New Zealand are accepted.
PayPal payments originating outside of Australia will be accepted for deliveries within Australia.
Refunds and other remedies
While our website hosting providers employ secure technology for transactions with our customers, we will not be responsible for any damages, including consequential losses (whether direct or indirect), that may be suffered by a customer whose credit or debit card or bank account information is used in a fraudulent or unauthorised manner by any person other than the Company.
The Company may request further information from you, such as a copy of your credit card and/or other identification documentation, as part of our internal validation procedures. These procedures help protect bank and credit card account holders from online fraud. Until your order has passed our internal fraud prevention checks, your order will remain on pending status. If further information is requested and you do not provide the requested information within such time as the Company considers appropriate at its discretion, your order will be cancelled and, if your payment has been received, it will be refunded back to you.
Orders are normally delivered Monday to Friday between 9.00am and 5.00pm (excluding public holidays) to either business premises or a residence, as you nominate. Unless you have given us other instructions in relation to delivery when placing your order, You will receive tracking advice to the mobile phone you placed with your order. if you are not present at the time of delivery or if for any reason the carrier cannot deliver to your specified delivery address, our shipping partner will contact you to arrange an alternative time unless you specifically stated to leave your order without signing for receipt. Goods will not be left at unattended premises without specific instructions from you when placing the order nor will they be left with persons under the age of 18 years (proof of age will be required). You are responsible for contacting our shipping partner within 72 hours of the date of the contact to arrange alternative delivery. House 2 Home Collection is not responsible for goods that are left unattended at your request or that remain unclaimed or are not located as a result of you failing to contact our shipping partners within the time specified above.
We may provide special offers in relation to our products and services from time to time. At any time, we may terminate any special offer without advance notice. If terminated, a special offer will continue to apply to products or services ordered by you in accordance with these Terms before the date the special offer was terminated.
If a product inadvertently appears on our website at the wrong price or with a wrong description, we may decline or cancel any orders placed at the wrong price or based on the wrong description, even if the order has been confirmed and a credit card charged. If your credit card is charged for the purchase at the wrong price or based on a wrong description and the order is cancelled, we will notify you and issue a credit to your credit card account in the amount charged.
All products are offered for sale subject to available stock. If a product is out of stock, we will contact you to offer a substitute product of at least equal quality. If you do not accept a substitute product and your credit card has been charged for product that is out of stock, we will cancel your order and issue a credit to your credit card account in the amount charged.
When you subscribe to our BIRTHDAY PROGRAM we will email you a special offer on your birthday month. At the beginning of your birthday month we will send you a special offer to use ONCE and valid for the duration of the ENTIRE month. It could be a voucher, a coupon code, a gift with purchase or special offer. The offer will only be valid from the first of your birthday month to the last of your birthday month and valid for one-time use by you. The offer is only redeemable to the person named within the offer and strictly one offer per person. The offer is non-transferable and valid Australian ID, birthdate and proof of age may need to be presented upon collection or redemption in-store or online. Multiple email addresses / aliases will not be accepted/honoured.
When you subscribe to our $10 off offer you are entitled to use your one time offer against online transaction of $100 or more excluding shipping. The offer is only redeemable to the person named within the offer and strictly one offer per person. The offer is non-transferable and valid Australian ID, birthdate and proof of age may need to be presented upon collection or redemption in-store or online. Multiple email addresses / aliases will not be honoured.
We deliver to most areas Australia wide, using various delivery partners throughout the country. Delivery fees may apply. Please refer to our Home Page for Details. We do not deliver outside of Australia.
Our targeted standard delivery times are:
2-10 Business Days
3-10 Business Days
5-30 Business Days
Delivery times are also subject to availability of stock. Larger, bulky items may also take longer. Accordingly, we do not guarantee any specific delivery dates unless stipulated.
To ensure delivery and tracking of your order, you must specify a delivery address where you will be available to sign for receipt upon delivery during normal business hours.
Any and all free shipping offers, flat rate, capped price or other types of shipping price promotions may be offered at specified times and on specified products. Where a shipping promotion is offered, it will only be available on selected products and to selected locations.
The following postcodes are included for denoted shipping promotions as follows:
Sydney Metro: 2000-2080, 2085-2158, 2160-2229, 2231-2234, 2555-2559, 2564-2567, 2745-2750, 2759-2770
Melbourne Metro: 3000-3062, 3065-3097, 3101-3138, 3140-3207, 3800-3805, 3975-3976
Brisbane Metro: 4000-4037, 4051-4078, 4101-4179, 4300-4301, 4500-4502
We regret that Adelaide, Perth, Darwin and Hobart are excluded from all free ship metro promotions.
If your order is deemed undeliverable by our shipping partner they will contact you to arrange re-delivery in accordance with these Terms.
We charge a delivery cost for every order determined by postcode in addition to the price of your products. Delivery charges are based on product weight and volume. Please refer to our Home Page for more detailed freight charges by postcode.
House 2 Home Collection prides itself on providing products of the highest quality and is committed to customer satisfaction.
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 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.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.
Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.
If you have placed an order with us and wish to retract your order for any reason – even if you simply change your mind – we will provide you with a full refund, provided that we receive notice of the cancellation of your order before we have begun processing your order. If we have already started processing your order, then we are unable to provide any refund.
Refunds will not be available in any other circumstances. If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us in accordance with the below.
If you are not satisfied with any item that you receive from us, please let us know as soon as possible as we may be able to replace the item for you. In some circumstances, we may provide a credit instead of replacement at our sole discretion.
Some items are excluded from our change of mind policy, these include:
What you must return to us
To lodge a return please email us at email@example.com and we can assign you a return number.
You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.
Within 3 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit which can be redeemed in-store and online.
Store credit voucher codes will be valid for one (1) year from the date of issue.
We will not accept returns delivered in person to our depots, offices or warehouse facilities.
To receive a replacement or credit, you must first return the item to us along with its original packaging.
Returning items within the first 14 Days
If we receive the returned item, or written notice from you that you will be returning the item, within the first 14 Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:
Returning items after the first 14 days
If we do not receive the returned item, or written notice from you that you will be returning the item, within the first 14 Business Days after the earlier of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not the Company is at fault and:
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from House 2 Home Collection and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.
In this returns policy, "Business Day" means a day (other than a Saturday, Sunday or public holiday) when banks in Sydney, New South Wales are open for business.
In all cases, you must pay the costs involved in shipping the returned product back to the Company. If we consider that the Company is not at fault, then no reimbursement in respect of those shipping costs will be provided. If we consider that the Company is at fault, then we will reimburse you for your reasonable shipping costs incurred in returning the product to us.
Damaged in transit
Unfortunately items do arrive damaged on occasion through the transit process.
If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video highlighting the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved going forward.
If you notice that an item is damaged after it has been delivered to you, again please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
Whatever the circumstance we will work to best accommodate your needs.
If we require you to return the product to us, we will pay the cost of the return.
Wrong item delivered
Rarely but of course possibly we may ship you an incorrect item in error. If this is the case, please contact us a soon as possible, and ideally within 3 business days of receipt. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
Missing parts and Short-Shipment
If your order arrives with components missing, faulty or defective please take photos or videos clearly highlighting the issue. Contact us as soon as possible, ideally within 3 business days of receiving your order.
Should you receive an item that falls short of our standards House 2 Home Collection will suggest a solution that you are satisfied with. We will either refund, replace or have your faulty item repaired.