Biku Homewares & Furniture Terms & Conditions

Biku Living & Design: The "Quick-Glance" Essentials

The 48-Hour Commitment: For all Special Orders and Pre-Orders, you have a strict 48-hour cooling-off period to cancel for a full refund. After this window, your 50% deposit becomes non-refundable as we commit to our international factories and artisans.
The Reality of Nature: We celebrate "singular identity." Variations in wood grain, "patches" in reclaimed timber, and unique veining in marble are not faults—they are the soul of handmade, natural furniture.
The 72-Hour Inspection: To protect your investment and allow us to hold our couriers accountable, you must unwrap and inspect your goods within 72 hours of delivery and report any transit damage with photos to hello@biku.com.au
Global Logistics Awareness: While we strive for accuracy, lead times are estimates only. Delays are a rare but standard reality of global shipping; if you have a non-negotiable deadline, please ensure you are comfortable with potential wait times of 3–6 months before proceeding.
Warehouse Collection Safety: Our warehouse is an unmanned facility—collections are strictly by appointment only. As many pieces weigh up to 200kg, you are responsible for bringing adequate help and equipment, as Biku staff cannot provide lifting or loading assistance.
Pricing Integrity: We utilize advanced API connectors and human expertise, but glitches can happen. Biku is not bound by manifest pricing errors (e.g., a $5,000 sofa listed for $0.00) and reserves the right to cancel and refund such orders.

Biku Living & Design Terms & Conditions (2026)

1. THE LEGAL AGREEMENT

1.1. Binding Nature of Terms: By accessing, browsing, or using the Biku Living & Design website (www.biku.com.au), visiting our Southport showroom, or placing an order through any medium (including email, telephone, or in-person), you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions. These terms constitute a legally binding agreement between you ("The Customer") and Biku Living & Design ("Biku," "we," "us," or "our").

1.2. Scope & Precedence: These Terms and Conditions, alongside our Privacy Policy and any specific written variations provided at the point of sale, represent the Entire Agreement between the parties. They supersede all prior representations, agreements, or understandings, whether oral or written. No employee or agent of Biku has the authority to vary these terms verbally.

1.3. Variation & Updates: Biku Living & Design reserves the right to amend, update, or replace any part of these Terms and Conditions at our sole discretion and without prior notice. The version of the terms displayed on our website at the time of your transaction or order placement will govern that specific contract. We encourage customers to review these terms regularly to ensure they are informed of any changes.

1.4. Jurisdictional Venue (Queensland Law): This agreement and each sale contract formed under it are concluded in Southport, Queensland, Australia. They are governed by and construed in accordance with the laws of Queensland. Both parties submit to the non-exclusive jurisdiction of the courts of Queensland and any courts which may hear appeals from those courts.

1.5. Capacity to Contract: By placing an order, you warrant that you are at least 18 years of age and possess the legal authority to enter into a binding contract. If you are ordering on behalf of a business or entity, you warrant that you have the authority to bind that entity to these terms.

1.6. Severability: If any part of these Terms and Conditions is found to be void, unlawful, or unenforceable by a court of competent jurisdiction, that specific provision shall be deemed severable and will not affect the validity or enforceability of the remaining provisions.

1.7. Electronic Communications: You consent to receive communications from us electronically, including via email, SMS, or notices posted on our website. You agree that all agreements, notices, disclosures, and other communications provided to you electronically satisfy any legal requirement that such communications be in writing.

1.8. Waiver: Any failure by Biku Living & Design to exercise or enforce any right or provision of these Terms and Conditions does not constitute a waiver of such right or provision in the future.

1.9. Force Majeure: Biku Living & Design shall not be liable for any delay or failure to perform our obligations if such delay or failure results from circumstances beyond our reasonable control, including but not limited to acts of God, war, strikes, global pandemics, shipping disruptions, or supplier insolvency.

2. PRODUCT DESCRIPTIONS & NATURAL VARIATIONS

2.1. The Biku Philosophy (Committed Creativity): At Biku Living & Design, we celebrate the soul of natural materials and the artistry of the handmade process. We believe in immersion and holistic design, which means many of our pieces are crafted from reclaimed timber, natural stone, marble, top-grain leather, and organic plant fibres.

2.2. Singular Identity (Reclaimed Timber): Our reclaimed furniture ranges are produced using recycled and natural materials. Because of the history of the timber and the artisanal nature of the construction, no two pieces will ever be the same. You acknowledge that variations in grain, texture, lustre, and tone are not flaws, but are the singular identity of each piece.

2.3. Celebrated Imperfections: You should expect unique characteristics such as "patches" where the timber has been meticulously filled with same-species reclaimed wood, or original bolt holes and repair areas from the timber's previous life. These are celebrated characteristics of sustainable design and are not deemed faulty.

2.4. Inherent Behaviours of Timber: Splitting, "checking" (surface cracks), and the leaching of natural oils are inherent behaviours of solid timber as it adapts to the humidity and temperature of your home. These traits are considered part of the product’s charm and do not constitute a lack of acceptable quality.

2.5. Natural Fibre & Stone Variance: Products crafted from organic materials like banana leaf or seagrass may show natural colour variations, including green, brown, or black patches within the weave. Similarly, stone and marble will possess unique veining, inclusions, and mineral deposits. By purchasing these materials, you accept these inherent variances.

2.6. Digital & Sample Representation: We endeavour to ensure that all products on our website and in our showroom are accurately described. However, we rely on information provided by international factories and Australian wholesalers.

- Screen Variance: Due to handmade finishing and variations in digital screen settings (brightness, contrast, and colour profiles), differences in colour, lustre, and texture are expected between the digital image and the physical product.
- Sample Disclaimer: Small in-store samples are intended as a guide only. The final product may vary from the sample due to the natural batch variations mentioned above.

2.7. Dimensions & Handmade Tolerances: As many of our items are handmade, slight variations in dimensions (typically up to 20mm) may occur. It is your responsibility to allow for these tolerances when measuring your space.

2.8. Significant Discrepancy Guarantee: Notwithstanding the above variations, Biku Living & Design warrants that the goods will match the essential written description and core functionality provided at the time of purchase. If an item is found to be significantly different in its fundamental design or core material (excluding natural variances), a remedy will be provided in accordance with the Australian Consumer Law.

2.9. Product Errors & Corrections: On rare occasions, our website or publications may contain errors. We reserve the right to correct any inaccuracies in descriptions, imagery, or pricing at any time, including after an order has been placed.

3. ORDERING & CONTRACT FORMATION

3.1. Invitation to Treat: The display of products, descriptions, and prices on the Biku Living & Design website or within our showroom does not constitute a legal offer. Instead, it is an "invitation to treat," inviting you to make an offer to purchase goods from us.

3.2. Placing an Order: When you place an order via our website, in-store, or through a Biku consultant, you are making a binding offer to purchase the selected goods at the stated price (including any applicable delivery charges and taxes).

3.3. Order Acknowledgment vs. Acceptance:

The Acknowledgment: After placing an online order, you will receive an automated "Order Confirmation" email. This email serves only to acknowledge that we have received your request; it does not constitute a legal acceptance of your offer or a guarantee that the stock is available.
The Acceptance: A legally binding contract between Biku Living & Design and the Customer is only formed when we formally dispatch the goods and send you a "Shipping Confirmation" or "Ready for Collection" notice. The sale contract is therefore concluded in Southport, Queensland, Australia.

3.4. Right of Refusal & Cancellation: Biku Living & Design reserves the absolute right to refuse or cancel any order (or part thereof) at our sole discretion, at any time prior to dispatch. This includes, but is not limited to, circumstances where:

The goods are found to be out of stock or permanently unavailable.
There has been a significant error in the price, description, or image of the goods.
We suspect fraudulent activity or an unauthorised transaction.
You do not meet the eligibility criteria set out in these Terms (e.g., you are under 18 years of age).

3.5. Refund on Cancellation: If Biku Living & Design cancels your order prior to dispatch, we will notify you via the email address provided and issue a full refund of any payments processed for that specific order.

3.6. $0.00 Pricing & Technical Errors: In the event that an item is displayed with a price of $0.00 or an obviously erroneous price due to a system glitch or human error, the item is not for sale at that price. Any orders placed for $0.00 items are invalid and will be cancelled by Biku.

3.7. Availability of Goods: We strive to maintain accurate stock levels; however, we rely on information provided by international factories and Australian wholesalers. You acknowledge that from time to time, certain goods may become unavailable without notice. Biku Living & Design is not liable for any loss or inconvenience suffered due to the unavailability of any goods.

3.8. Separate Contracts: Each individual order placed and accepted by Biku constitutes a separate and binding agreement. If one order is cancelled or delayed, it does not automatically entitle the customer to cancel other outstanding orders unless expressly agreed in writing.

This section is the most critical for your cash flow and stock management. By clearly defining "Special Orders" and "Order Now" items, you are educating the customer on why their 50% deposit is a commitment that cannot be reversed after 48 hours.

I have expanded this to include the specific "Supplier Stock" trigger we discussed, ensuring you can collect the final balance as soon as the wholesaler confirms the item is ready, rather than waiting for it to physically land in Southport.

4. SPECIAL ORDERS & "ORDER NOW" TERMS

4.1. Definition of Special Orders: A "Special Order" refers to any item that is not held in our local Southport physical inventory available for immediate collection at the time of purchase.

Showroom Floor Models: Items displayed in our showroom are for demonstration and ordering purposes only.
The "Order Now" Rule: Ordering a piece based on a showroom model—where that piece must then be sourced from a supplier or factory—is strictly classified as an "Order Now" Special Order. It is not considered "In-Stock" for the purpose of our 7-Day Exchange policy.

4.2. The 50% Commitment Deposit: For any item with an estimated lead time exceeding 8 weeks, a 50% deposit is required to activate the procurement process. This deposit signals your commitment to the order and allows Biku to secure production slots and raw materials.

4.3. 48-Hour Cooling-Off Period: We understand that choosing high-end furniture is a significant decision. Biku provides a strict 48-hour cooling-off period from the exact moment of your initial deposit or full payment.

During the Window: You may cancel or modify your order for a full refund without penalty.
Notification: Any cancellation must be communicated clearly via phone (07 5538 0133) or email (hello@biku.com.au) before the 48-hour window expires.

4.4. Finality of Order: Once the 48-hour cooling-off period has elapsed, your order is deemed Confirmed. At this point, Biku Living & Design enters into a non-cancellable contract with our suppliers or factories. Consequently, your 50% deposit becomes non-refundable and cannot be transferred to other items.

4.5. Balance Payment & "In-Stock" Trigger: The remaining 50% balance must be paid in full immediately upon the goods becoming available in stock. Crucially, this applies the moment the goods are marked as available by our Australian wholesaler or international factory. * Wholesaler Stock: If an item is ready at our supplier’s warehouse awaiting dispatch to Biku, the balance is due.

Release of Goods: Final payment must be cleared before Biku authorizes the final dispatch of goods to your residence or our Southport showroom.

4.6. No Exchange Policy: You acknowledge and agree that our standard "7-Day Change of Mind" or "14-Day Online Peace of Mind" policies do not apply to Special Orders. Due to the bespoke or specifically procured nature of these items, we cannot offer exchanges or credits once the order has been confirmed beyond the 48-hour window.

4.7. Supplier Non-Fulfillment: In the rare event that a supplier or factory is completely unable to fulfill a Special Order (e.g., due to discontinued materials or permanent factory closure), Biku Living & Design will notify you promptly and provide a full refund of your deposit. This represents the limit of our liability in such circumstances.

To ensure your Global Supply & Reality Clause is both legally protective and reflects your "Candid Sincere" voice, I have expanded it to include specific "Airtight" keywords like "up to," "rare," and "unlikely." This section is designed to be a "Stop and Think" moment for the customer. By explicitly telling them to walk away within 48 hours if they cannot accept the reality of global shipping, you are creating a transparent contract that is very difficult for a customer (or the ACCC) to challenge later.

5. THE REALITY OF GLOBAL SUPPLY & DELAYS

5.1. Estimated Timelines Only: All lead times provided by Biku Living & Design employees, on our website, or within our showroom are estimates only. While we strive for accuracy, these timelines represent our best projection based on current information from our Australian wholesalers and international factories.

5.2. Standard Reality of Logistics: You acknowledge that the procurement of high-end, bespoke furniture involves complex global logistics. Delays are a standard reality of international shipping, customs clearances, port congestion, and third-party manufacturing schedules—all of which are outside the direct control of Biku Living & Design.

5.3. Rare but Possible Extended Delays: While we aim for seamless delivery, we must prepare for exceptional circumstances.

Local Suppliers: In the rare case of a major disruption with an Australian wholesaler, a delay could take up to an extra 3 to 4 months beyond the initial estimate.
Overseas Factories: For orders sourced through our international factories, significant delays could experience wait times of 6 months or more.

5.4. The "Acceptance of Reality" Clause: We believe in Candid Sincerity. If you are working toward a non-negotiable deadline (e.g., a specific event or move-in date) and cannot accept the possibility of these extended, rare timeframes, you should not continue with your order. Instead, you must enact your 48-hour cooling-off period for a full refund of your deposit.

5.5. Limitation of Liability: By proceeding beyond the 48-hour cooling-off window, you acknowledge and agree that Biku Living & Design is not liable for any loss, damage, or inconvenience suffered as a direct or indirect result of a delay in the arrival of your goods. This includes, but is not limited to, the cost of temporary furniture rentals or any secondary financial losses.

5.6. Warranty & Repair Lead Times: Please be aware that if a replacement or repair is required under our Quality Guarantee, the same global supply chain lead times will apply to the procurement of parts or replacement units from our wholesalers or factories.

5.7. Rare Non-Fulfillment: In the highly unlikely event that a supplier or factory is completely unable to fulfill an order (e.g., due to discontinued materials or permanent factory closure), Biku Living & Design will notify you promptly and provide a full refund of your deposit. This represents the limit of our liability.

6. PRICING & PAYMENT SECURITY

6.1. Currency & Taxes: All prices displayed on the Biku Living & Design website, in our showroom, or on our official quotations are in Australian Dollars (AUD) and are inclusive of Goods and Services Tax (GST) unless otherwise stated.

6.2. Quote Validity & Stock Reservation:

7-Day Guarantee: Any formal quote issued by a Biku consultant is valid for 7 days from the date of issue. After this period, the quote will automatically expire, and any subsequent order will be subject to current showroom pricing and stock availability.
No Reservation: A quote is a price guarantee only; it does not reserve or "hold" stock. Items are only secured for you once the required deposit or full payment has been successfully processed.

6.3. 7-Day Price Protection Policy:

The Window: We value our relationships with our clients. If you purchase an item at full price and Biku Living & Design commences a showroom-wide sale on that specific item within 7 days of your purchase date, you may be eligible for a price adjustment.
Store Credit Only: Upon verification, Biku will issue a Store Credit for the difference between the price paid and the new sale price. We do not offer cash or credit card refunds for price adjustments.
Customer Responsibility: It is your responsibility to bring the price difference to our attention within this 7-day window.
Exclusions: This policy strictly excludes "Floor Stock," "Clearance," "End of Line," or "Discontinued" items, which are subject to individual markdowns.

6.4. Pricing Errors & Manifest Mistakes: While we strive for absolute accuracy, technical glitches, human error, or disruptions from API connectors and third-party software can occasionally result in incorrect pricing being displayed.

Non-Binding Nature: Biku Living & Design is not bound by any prices that are clearly erroneous or result from a manifest mistake (e.g., a $5,000 sofa displayed for $5.00 or $0.00).
Right to Cancel: In the event of a pricing error, Biku reserves the absolute right to cancel the order at any time—even after an automated order confirmation has been sent.
Resolution: If an order is cancelled due to a pricing error, we will notify you promptly via email and provide a full refund of any payment made. This represents the limit of our liability. We will not be forced to fulfill an order at the incorrect price.

6.5. Payment Methods: We accept payment via Visa and MasterCard. For Special Orders and Pre-Orders, payment must be made via cash or credit card; interest-free finance terms are not available for these bespoke procurement services.

6.6. Payment Security & Encryption: We use industry-standard SSL (Secure Sockets Layer) encryption to protect your personal information during the payment process. Biku Living & Design does not permanently store your credit card or bank account details.

6.7. Fraud Prevention & Identity Verification:

Validation: In an effort to prevent the fraudulent use of credit cards, Biku undertakes reasonable efforts to validate the legitimacy of every order.
High-Value Orders: For high-value transactions, we may request formal proof of identity (such as a driver's licence) to confirm the transaction is bona fide.
Order Holds: Any order undergoing a formal security check will be placed on hold until the transaction is cleared by our merchant provider or identity is verified. If fraud is suspected, we reserve the right to cancel the order and report the matter to the relevant authorities.

6.8. Liability Limitation: Biku Living & Design will not be liable for any damages or losses (whether direct or indirect) caused by the fraudulent use of a credit card by unauthorised third parties.

7. SHIPPING, DELIVERY & ACCESS

7.1. Third-Party Courier Reliance: Biku Living & Design utilizes premium third-party courier partners (such as TNT and specialized furniture freighters) to deliver our high-end pieces across Australia. While we facilitate the booking, you acknowledge that once the goods leave our Southport warehouse, the delivery is subject to the schedules and terms of the third-party provider.

7.2. Estimated Delivery Windows: * Standard Processing: Our internal processing time is 3–7 business days.

Transit Time: Once dispatched, we aim for delivery within 5–10 working days. For local "Buy Now" items, the total window is typically 3–14 days.
No Guaranteed Time: While we aim for these windows, Biku cannot be held responsible for late or failed deliveries due to adverse weather, industrial action, or logistics disruptions outside of our control.

7.3. The "Fit & Access" Warranty (Your Responsibility):

Measurements: Before placing your order, you must ensure that your new goods will fit in the intended space.
The Path of Access: You warrant that the access to your property is appropriate for the furniture ordered. This includes ensuring doorways are wide enough, hallways are clear, and the item can fit into lifts or stairwells.
Weight Warning: Many of our pieces are solid, singular units weighing up to 200kg or more. You must account for this weight when considering your floor surfaces and the manual handling required for your property.

7.4. The Ground Floor Delivery Rule:

Standard Service: Due to the weight and size of our items, courier companies are often unable to deliver past the ground floor front door.
Lift Access: If an item cannot fit into a lift or if the courier deems the stairwell access unsafe, the goods will be delivered to the ground floor only.
Geographical Limits: In certain remote or restricted areas, couriers may only deliver to the nearest depot or front gate.

7.5. Re-delivery & Storage Fees: If a delivery fails because no one was home to sign for the goods, or because the courier was unable to gain access to the property, the goods will be returned to the courier depot. You will be responsible for all re-delivery fees and any accumulated storage charges before a second delivery attempt is made.

7.6. High Freight Surcharge Right: In the event that a delivery to a specific location (typically remote or rural) results in unacceptably high freight charges that were not calculated at the time of purchase, Biku Living & Design reserves the right to contact you to request additional shipping fees or to cancel the order prior to dispatch for a full refund.

7.7. Assembly & Packaging Removal: Unless specifically booked as a "White Glove" service (where available), deliveries do not include assembly or the removal of packaging. If you request these services from the courier on-site, you are responsible for paying any additional charges directly to the third-party provider.

7.8. Receipt of Goods & 72-Hour Inspection:

Signature Required: All deliveries require a signature. By signing for the delivery, you acknowledge that the external packaging was received in good condition.
The Inspection Window: You must unwrap and inspect your goods within 72 hours of delivery.
Reporting: Any missing parts, breakages, or transit damage must be reported with photographic evidence to hello@biku.com.au within this 72-hour window. Biku Living & Design cannot be held responsible for damage reported after this period, as we are unable to lodge claims with our courier partners beyond this timeframe.

8. WAREHOUSE COLLECTION & STORAGE

8.1. Unmanned Warehouse Policy: To maintain our logistics efficiency, the Biku Living & Design warehouse is currently an unmanned facility. This means there are no dedicated staff on-site to facilitate spontaneous collections. Access is strictly controlled and granted only to customers with a pre-confirmed booking.

8.2. Collection by Appointment Only: * Booking Requirement: You must contact our Southport showroom at 07 5538 0133 to schedule a specific date and time for collection.

Confirmation: No collection should be attempted until you have received a formal confirmation from a Biku team member. Biku is not liable for any costs or travel expenses incurred if a customer arrives at the warehouse without a confirmed appointment.

8.3. Customer Risk & Lifting Liability:

No Staff Assistance: Biku Living & Design provides no lifting, loading, or manual handling assistance at the warehouse.
The Second Person Rule: Many of our pieces weigh up to 200kg or more. It is your sole responsibility to bring an adequate number of people (at least two for heavy items) and appropriate equipment (trolleys, blankets, tie-downs) to safely move and secure your goods.
Entry at Own Risk: By entering the Biku warehouse premises, you acknowledge that you do so entirely at your own risk. You agree to indemnify Biku Living & Design, its directors, and employees against any claims for personal injury or property damage sustained during the collection or loading process.

8.4. Product Inspection upon Collection: * Designated Area: Goods will be placed in a designated "Customer Pick-up Area."

Final Acceptance: You must inspect your items for any visible damage or missing parts before moving them from this area. Once the goods have been handled by the customer or loaded into a vehicle, they are deemed Accepted in Good
Condition. Biku Living & Design will not accept claims for physical damage reported after the goods have left our warehouse facility.

8.5. Standard Storage Window: * The 3-Month Rule: For standard showroom or warehouse purchases, items must be collected (or delivery accepted) within 3 months of being notified that the goods are ready.

The $150 Transfer Fee: If an item is not collected from our Southport showroom within the agreed timeframe and requires relocation back to our central warehouse to clear floor space, a $150 Handling and Transfer Fee will be applied.

8.6. Interior Design & Project Consolidation: * Consolidation Service: For our Interior Design clients, we offer a premium consolidation service, storing and holding your items for an agreed project period to align with your renovation or build schedule.

Communication Trigger: We understand that project timelines often shift. As long as you maintain open, active communication with your Biku consultant regarding your timeline, we will continue to hold your goods for the duration of the agreed project.

8.7. Late Storage Fees & The "Uncontactable" Clause:

Fee Structure: If Biku is unable to contact the customer and no project update or revised timeline is provided within the agreed period, a storage fee of $50 per cubic metre, per week will automatically apply.
Stock Reallocation: If a customer remains uncontactable for 6 months beyond the agreed project date or the standard 3-month storage window, Biku Living & Design reserves the right to reallocate the stock to another customer.
Resolution: In the event of reallocation, the original customer will be issued a Store Credit for the value of the goods, minus any accumulated storage and handling fees.

To ensure your Returns & Exchanges section is legally bulletproof and clearly distinguishes between your two distinct customer journeys (Online vs. In-Store), I have expanded this section to include your specific exclusions for Special Orders and the procedural requirements for the 14-day policy.

This section is designed to be ACCC compliant by clearly stating that these rules apply to "Change of Mind," while your statutory obligations for "Faulty Goods" are handled separately in Section 10.

9. RETURNS & EXCHANGES

9.1. Change of Mind Policy: We want you to be nurtured and supported in your purchase. We understand that sometimes a piece may not sit as you envisioned in your space. However, as a high-end boutique, we do not offer cash or credit card refunds for "Change of Mind." Instead, we provide exchanges or store credits as outlined below.

9.2. In-Store Showroom Purchases (7-Day Policy): We offer a 7-day exchange or credit note strictly for "Cash & Carry" stocked items (e.g., small homewares or accessories physically available to be taken home on the day of purchase).

Exclusion of Showroom Orders: This policy does not apply to any furniture or homewares ordered from a supplier, even if a sample or floor model was viewed in-store. These orders are governed by the 48-Hour Cooling-Off Period (Section 4.3) and are not eligible for "Change of Mind" returns once that window has closed.
Verification: You must provide your original tax invoice or proof of purchase.

9.3. Online "Peace of Mind" Returns (14-Day Policy):

The Benefit: To give our online community confidence, we offer a 14-day return period from the date you receive your goods.
The Resolution: Approved online returns will be issued an Online Coupon Code (Store Credit) for the total value of the returned goods. Original shipping fees are non-refundable.
Procedure: You must lodge a formal request via the Online Returns Form within the 14-day window.
Condition: Items must be in "as new" saleable condition. This means the item has not been used, assembled, damaged, or laundered. All original packaging must be intact.

9.4. Strict Exclusions (No Return/Exchange):

The following items are strictly excluded from our Change of Mind policies and cannot be returned or exchanged:

Special Orders & Pre-Orders: Any item manufactured to your unique requirements or ordered specifically for you (including "Order Now" items) once the 48-hour cooling-off period has expired.
Hygiene Items: Bedding, pillows, and mattresses.
Sale & Clearance: All items marked as "Sale," "Clearance," "Floor Stock," or "End of Range".
Commercial Use: Any orders placed for commercial or non-domestic use.

Gift Cards & Personalised Items: These are non-refundable and non-transferable.

9.5. Return Freight & Risk:

Customer Cost: All freight costs associated with returning an item for Change of Mind are the sole responsibility and cost of the customer.
Deduction of "Free Shipping": If your original order included "Free Shipping" or a shipping discount, the actual cost Biku incurred to ship the item to you will be deducted from your final Store Credit.
Risk & Insurance: The item remains your responsibility until it is received and signed for at our Southport warehouse. We highly recommend you purchase transport insurance for the return. If the item arrives at Biku damaged or not in new condition, no credit can be issued.

9.6. Processing Timeframes:

Once your return is received at our warehouse, it can take up to 7 business days to be reviewed and processed by our quality control team.
Store credits/coupon codes will be valid for one (1) year from the date of issue, after which they will expire and cannot be reactivated.

9.7. Cancellation of Orders:

Prior to Dispatch: You may cancel an order for a standard "Buy Now" item only before it has been dispatched. In this case, you will receive a store credit or refund for the full amount.
Post Dispatch: Once items have shipped, the order cannot be cancelled and must be treated as a Return under the policies above.

10. CONSUMER GUARANTEES & DAMAGE

10.1. Mandatory Australian Consumer Law Statement: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

10.2. Acceptable Quality: Biku Living & Design warrants that all goods sold are of acceptable quality, fit for their intended purpose, and free from manufacturing defects. This warranty is provided in addition to, and does not limit, your rights under the ACL.

10.3. Definition of Major vs. Minor Failure:

Major Failure: A problem is considered "major" if a reasonable consumer would not have bought the product had they known about the problem; the product is significantly different from the description or sample; or the product is substantially unfit for its purpose and cannot be fixed easily within a reasonable time. In this instance, the Customer chooses the remedy (refund or replacement).
Minor Failure: A problem is "minor" if it does not fit the criteria for a major failure and can be repaired or fixed within a reasonable timeframe. In this instance, Biku Living & Design chooses the remedy (repair, replacement, or refund).

10.4. Transit Damage & The 72-Hour Rule:

Inspection: You must inspect all goods immediately upon delivery or collection.
Reporting: Any breakages, transit damage, or missing parts must be reported with clear photographic evidence to hello@biku.com.au within 72 hours of receipt.
Why this limit exists: We utilize third-party couriers; to successfully lodge an insurance claim and provide you with a replacement or repair, we must notify the carrier within their strict reporting windows. Biku cannot be held responsible for transit damage reported after this 72-hour period.

10.5. Natural Variations are NOT Faults: In accordance with Section 2 of these Terms, variations in grain, texture, colour, "patches" in reclaimed timber, and mineral veining in stone are inherent characteristics of natural materials. They are not manufacturing faults and do not entitle the customer to a remedy under the consumer guarantees.

10.6. Warranty Exclusions: Our quality guarantee and the consumer guarantees do not apply if:

The problem was caused by the consumer misusing the product in an abnormal way.
The product has been modified, altered, or repaired by a third party not authorized by Biku.
The damage is a result of normal "wear and tear" or lack of appropriate care (e.g., leaving indoor timber furniture in direct sunlight or failing to oil surfaces as recommended).
You were made aware of the specific fault before purchase (e.g., marked "Seconds" or "Floor Stock with Damage").

10.7. Handling of Large/Heavy Items: For major failures involving heavy furniture (items over 200kg), Biku Living & Design will coordinate the collection and transport of the faulty item at our expense. If the failure is deemed minor, we may first attempt a local on-site repair by a qualified tradesperson to resolve the issue swiftly for you.

10.8. Time Limits for Claims: Consumer guarantees apply for a "reasonable period" depending on the price and quality of the item. Given the high-end nature of Biku products, we expect our pieces to be durable; however, the older a product is, the less likely a fault will be considered a manufacturing defect rather than fair wear and tear.

11. DIGITAL ECOSYSTEM & PROHIBITED CONDUCT

11.1. Our Digital Showroom: This website is operated by Biku Living & Design. Throughout the site, the terms “we”, “us” and “our” refer to Biku Living & Design. By visiting our site or purchasing from our collection, you engage in our “Service” and agree to be bound by these Terms and Conditions.

11.2. Intellectual Property Protection: All content on this site—including but not limited to our brand ethos, high-end photography, bespoke product descriptions, and the interface of our proprietary Lovable internal software—is the exclusive intellectual property of Biku Living & Design.

No Exploitation: You agree not to reproduce, duplicate, copy, sell, or exploit any portion of the Service or the visual assets on the website without express written permission from us.

11.3. User Capacity: By agreeing to these Terms, you represent that you are at least the age of majority in your state or province of residence (typically 18 years in Australia). You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction.

11.4. Prohibited Digital Conduct: To protect the "Biku Journey" for all our families, you are strictly prohibited from using the site or its content:

Security Interference: You must not transmit any worms, viruses, or any code of a destructive nature. Any attempt to "scrape," "crawl," or "spider" our site for data collection is strictly forbidden.
Unlawful Use: For any unlawful purpose or to solicit others to perform unlawful acts.
Harassment: To harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability.
Circumvention: To interfere with or circumvent the security features of the Service, our custom internal software, or any related website.

11.5. Immediate Termination: A breach or violation of any of these Digital Conduct terms will result in an immediate termination of your Services and may result in legal action to protect our intellectual property.

12. PRICING, INFORMATION ACCURACY & API DISRUPTIONS

12.1. The Standard of Accuracy: At Biku Living & Design, we strive for absolute precision in our digital showroom. However, the material on this site is provided for general information only. We are not responsible if information made available on this site is not accurate, complete, or current—specifically regarding "rare global delays" or third-party logistics data.

12.2. Pricing Errors & Manifest Mistakes: * The Non-Binding Rule: Biku Living & Design is not bound by any prices that are clearly erroneous or result from a manifest mistake (e.g., a $5,000 sofa displayed for $0.00 or $50.00).

API & Human Error: Technical glitches, disruptions from API connectors, or human data entry errors can occasionally result in incorrect pricing or stock levels being displayed. In these instances, we reserve the absolute right to cancel the order at any time—even after an automated order confirmation has been sent.
Resolution: If an order is cancelled due to a pricing or manifest error, we will notify you promptly via email and provide a full refund of any payment made. This represents the limit of our liability. We will not be forced to fulfill an order at the incorrect price.

12.3. Modifications to the Service: Prices for our bespoke collections are subject to change without notice. We reserve the right at any time to modify or discontinue any part of the Service (including specific interior design packages or "Order Now" items) without notice.

12.4. Visual Accuracy: We have made every effort to display the colours and images of our products as accurately as possible. However, because we use high-end, realistic lifestyle photography and vary by screen calibration, we cannot guarantee that your monitor's display of any colour will be an exact match to the physical piece. For 100% certainty, we always invite our established families to visit our Southport showroom to experience the textures in person.

We are nearly at the finish line for the Master 2026 Biku Legal Suite.

This next section is critical because it bridges your high-end furniture with the "hidden" technology that makes your business run smoothly—specifically Jotform, Zapier, and any external design tools you might use. In 2026, the ACCC is very strict about "third-party liability," so we need to be clear that while we use these tools to nurture your journey, Biku isn't responsible if their servers go down.

13. THIRD-PARTY TOOLS, LINKS & INTEGRATIONS

13.1. Optional Digital Tools: We may provide you with access to third-party tools (such as Jotform for our Special Order and Return requests, or external design visualisers) over which we neither monitor nor have any direct control or input.

"As Is" Basis: You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations, or conditions of any kind.
Limited Liability: Biku Living & Design shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you is entirely at your own risk and discretion.

13.2. Automated "Zapier" Integrations: To provide our immersive, holistic consultancy, we use Zapier to move your project data between our secure platforms (e.g., from Jotform to Trello or Microsoft 365).

While we take every step to ensure these "zaps" are secure and accurate, Biku is not responsible for delayed or failed data transmissions caused by third-party API disruptions.

13.3. Third-Party Links: Certain content and services available via our "Biku Journey" may include materials from third parties, such as links to local Gold Coast developers (e.g., Meriton) or high-end interior design blogs.

No Affiliation: Third-party links on this site may direct you to websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability for any third-party materials or websites.
Review Their Policies: Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction.

14. USER REVIEWS, FEEDBACK & SOCIAL SUBMISSIONS

We love seeing how our pieces transform your home! However, to maintain the integrity of the Biku brand, we have a few guidelines for digital interactions.

14.1. Rights to Content: If you send us creative ideas, high-end photography of your space, or product reviews (whether at our request or voluntarily), you grant Biku Living & Design a non-exclusive, royalty-free, perpetual license to edit, publish, and distribute that content across our digital showroom, social media, or marketing materials.
14.2. Authenticity & Integrity: You agree that your comments and reviews will be accurate and will not violate the rights of any third party (including copyright or privacy). You may not use a false email address or pretend to be someone else to mislead us or our community.
14.3. Moderation: We reserve the right (but have no obligation) to monitor, edit, or remove content that we determine in our sole discretion to be unlawful, offensive, defamatory, or "spam." This ensures our digital space remains a nurtured environment for all established families.

15. SMS MARKETING & TRANSACTIONAL ALERTS

By consenting to Biku’s SMS marketing at checkout or via our subscription tools, you agree to receive recurring text notifications. This includes order updates, "Abandoned Checkout" reminders, and exclusive design offers.

15.1. The "Easy Opt-Out" Rule: Your privacy is paramount. You can unsubscribe at any time by replying STOP to any mobile message or using the unique unsubscribe link provided. In accordance with 2026 Australian Spam Laws, we ensure this process is immediate and "friction-free."
15.2. Costs & Responsibility: Biku does not charge for this service; however, standard message and data rates from your wireless provider (e.g., Telstra, Optus) may apply.
15.3. Technical Liability: We utilize Zapier and third-party SMS gateways to send these alerts. To the extent permitted by law, Biku is not liable for failed, delayed, or misdirected delivery of information caused by wireless carrier issues or API disruptions.