Special Order Products Policy

This Special Order Products Policy applies to all Special Order Products supplied by Visage and forms part of the applicable Terms of Sale.

This Policy applies to both retail and trade customers. By placing an order for a Special Order Product, the customer acknowledges that they have read and agree to be bound by this Policy.

This Policy should be read together with our Terms & Conditions of Sale or Trade Account Terms & Conditions of Sale (as applicable), and our Shipping & Returns Policy.

Special Order Products include any product that:

• is not normally held in stock by Visage;
• is ordered specifically to fulfil a customer's order;
• is imported specifically for a customer's order;
• is manufactured to order;
• is custom-made, customised or modified;
• is supplied in a non-standard size, finish or configuration; or
• is identified by Visage as a Special Order Product.

Visage may determine, acting reasonably, whether a product is a Special Order Product.

Quotations for Special Order Products are based on supplier pricing, freight costs, exchange rates, duties and other costs known at the time of quotation. Visage reserves the right to amend pricing prior to accepting an order where supplier pricing, freight charges, import costs, government charges, exchange rates or other costs materially change.

Unless otherwise stated, quotations are valid for thirty (30) days from the quotation date.

Once an order has been accepted by Visage, the agreed price will not be varied, except where the customer requests a change to the order after acceptance. In that case, any additional costs will be advised in writing before the change is confirmed.

Visage may require payment of a deposit before placing a Special Order Product with a supplier or manufacturer.

The amount of any required deposit will be advised at the time of order.

Deposits are non-refundable except where required by ACL.

If Visage is unable to fulfill an order for a Special Order Product due to circumstances within Visage's control (including if Visage has accepted an order for a product it cannot source), any deposit paid will be refunded in full.

Once Visage has accepted an order and placed the order with the manufacturer or supplier, the order cannot be cancelled, varied or amended without Visage's written approval.

Where Visage agrees to a cancellation or variation request, the customer must reimburse Visage for all costs reasonably incurred, including supplier cancellation fees, freight charges, administration costs and any losses arising from the cancellation.

Visage is not obliged to accept any cancellation or variation request.

If Visage is unable to fulfill an accepted order due to product discontinuation, supplier failure, or other circumstances beyond Visage's reasonable control,

Visage will notify the customer as soon as reasonably practicable and offer the customer:

• (a) a full refund of any deposit paid; or
• (b) the option to select an alternative product at the quoted price (where available).

This clause does not limit any rights the customer may have under the ACL.

Any lead times, production periods, shipping estimates or delivery dates provided by Visage are estimates only.

Lead times may be affected by manufacturing schedules, supplier delays, shipping disruptions, customs clearance, port congestion, weather events, industrial action or other circumstances beyond Visage's reasonable control.

Visage does not guarantee delivery by any particular date unless expressly agreed in writing.

To the extent permitted by law, delays in production, supply or delivery caused by circumstances beyond Visage's reasonable control do not, of themselves, entitle the customer to cancel an order, reject goods, or recover consequential losses. Nothing in this clause limits any right the customer may have under the Australian Consumer Law in respect of a failure to deliver goods within a reasonable time.

Many Special Order Products are sourced from international manufacturers. The customer acknowledges that international shipping, customs processes, quarantine requirements and global supply chain disruptions may affect availability and delivery time frames.

Visage is not responsible for delays caused by manufacturers, shipping providers, customs authorities or other third parties beyond its reasonable control.

Special Order Products may be subject to variations in colour, finish, texture, grain, pattern, dimensions or appearance due to manufacturing processes, natural materials, hand-finishing techniques or production batches.

Such variations are inherent characteristics of the product and do not constitute a defect, provided the goods are otherwise of acceptable quality and fit for their intended purpose. Nothing in this clause limits any right the customer may have under the Australian Consumer Law where a variation amounts to a failure to meet a consumer guarantee.

Customers are encouraged to obtain samples where appearance is a critical consideration.

Except as required by Australian Consumer Law, Special Order Products cannot be returned, exchanged or refunded because:

• the customer changes their mind;
• the customer ordered incorrectly;
• the project requirements change;
• delivery takes longer than anticipated; or
• the customer no longer requires the product.

Returns will only be accepted where the product is defective, damaged in transit, or a return is otherwise required under the Australian Consumer Law. Where a return is accepted due to a defect or ACL consumer guarantee failure:

• (a) for a major failure, the customer may choose a full refund or replacement; and
• (b) for a non-major failure, Visage may choose to repair, replace or refund.

Customers must inspect all goods as soon as reasonably practicable after delivery.

Any claim relating to shortages or transit damage must be notified to Visage in writing within 48 hours of delivery, supported by photographs and any other information reasonably requested by Visage. Claims for latent defects not apparent on delivery must be notified as soon as reasonably practicable after discovery.

Failure to notify Visage within the applicable period may affect the customer's ability to make a claim for transit damage or shortages. Nothing in this clause limits any right the customer may have under the ACL.

Nothing in this Policy excludes, restricts or modifies any rights or remedies available under the ACL.

Subject to the ACL, Visage shall not be liable for indirect, consequential or economic loss arising from delays, supplier actions, manufacturing variations or circumstances beyond its reasonable control.

Where goods are acquired by a customer for business purposes and the customer is not a 'consumer' within the meaning of the ACL, Visage's liability for a failure of a consumer guarantee (if any applies) is limited, to the fullest extent permitted by s.64A of the ACL, to:

• (a) replacing or repairing the goods; or
• (b) paying the cost of replacing or repairing the goods, at Visage's election.

We may update this Special Orders Policy from time to time to reflect changes to our business or legal requirements.

The latest version will always be available on our website.

For any queries relating to this Policy or a Special Order Product:

Visage Architectural Hardware Pty Ltd ACN 685 362 921 81‑83 Campbell Street, Surry Hills NSW 2010 info@visageah.com.au | www.visagearchitectural.com.au

For enquiries and complaints: Get in touch