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Policy

Policy

Delivery and installation

Stone furniture is heavy, fragile, and access-sensitive. These terms explain what must be confirmed before delivery is booked, especially for apartments, stairs, lifts, commercial sites, regional locations, and bathroom or built-in pieces.

Policy summary

  • Delivery scope is only what is confirmed in the quote or written order confirmation.
  • Heavy stone pieces need accurate access details before delivery is booked.
  • Inspection, damage reporting and installation boundaries are handled without limiting ACL rights.
01

Delivery scope

  • We arrange freight or delivery only to the extent stated in your quote or written order confirmation.
  • Unless your quote states otherwise, delivery pricing and timing are estimates until the delivery address, access information, carrier availability, freight route, and delivery method are confirmed.
  • White-glove delivery, room-of-choice placement, unpacking, packaging removal, installation coordination, regional delivery, remote delivery, or specialist handling are available only where expressly confirmed in writing for the order.
  • Remote custom enquiry and quote support is available first. Do not rely on any delivery, installation, showroom, or in-person appointment service unless it is confirmed in your quote.
02

Delivery address and access information

  • You are responsible for providing accurate access information before delivery is booked, including:
  • delivery address, suburb, state, postcode, and contact person;
  • building type, floor level, stairs, lift access, lift dimensions, corridors, tight turns, door widths, ceiling heights, loading dock, driveway, parking, and carrying distance;
  • strata, concierge, body corporate, loading-zone, induction, site access, or delivery-window rules;
  • site photos, plans, or videos where requested; and
  • any hazards, unfinished works, soft flooring, fragile finishes, restricted roads, weight limits, or weather exposure.
  • Natural stone furniture is heavy, rigid, and difficult to manoeuvre. If the access information is incomplete or inaccurate, delivery may be delayed, refused, changed to kerbside or threshold delivery, or require additional handling at extra cost.
  • You must ensure the site is safe, clear, and ready for delivery, including suitable protection for floors, walls, lifts, and surrounding finishes where needed.
03

Delivery booking

  • We or our delivery partner will contact you to arrange a delivery window when the order is ready and all required payments have cleared.
  • An authorised adult must be present during delivery unless we agree another arrangement in writing.
  • If the delivery team reasonably considers that delivery would be unsafe, likely to damage the goods or property, or outside the agreed scope, they may stop the delivery and contact us for instructions.
  • Delivery dates and windows are estimates unless expressly guaranteed in writing.
04

Failed delivery, redelivery, and storage

  • A delivery may be treated as failed if no authorised person is present, the address or access information is incorrect, the site is not ready, required building approvals are missing, delivery cannot be completed safely, or payment has not cleared.
  • If delivery fails for a reason within your control, reasonable redelivery, waiting, specialist handling, storage, or return-to-depot charges may apply.
  • If you are not ready to receive the goods when they are available, we may arrange storage where available. Storage fees, handling fees, insurance arrangements, and any storage risk position must be confirmed in writing.
  • Storage is not a substitute for timely delivery. Long storage periods may increase cost, insurance, handling, and risk.
05

Regional, remote, and difficult access delivery

  • Regional, remote, island, difficult-access, high-rise, construction-site, or commercial deliveries may attract additional charges, longer lead times, and specific access requirements.
  • If specialist equipment or approvals are required, such as cranes, hoists, traffic management, lift protection, strata approvals, site induction, or additional labour, those costs and arrangements are your responsibility unless expressly included in the quote.
  • We may decline or revise delivery scope where the delivery partner cannot service the location or where access risk is not commercially or physically manageable.
06

Inspection on delivery

  • Please inspect the goods and packaging on delivery before signing delivery documentation where practical.
  • Visible packaging damage, stone damage, missing items, or delivery concerns should be noted on the delivery documentation and reported to us promptly with photos, ideally within 48 hours.
  • Concealed damage should be reported as soon as reasonably possible after discovery, with photos and order details.
  • The 48-hour reporting request helps us deal with carriers and insurers quickly. It does not limit any rights you have under the Australian Consumer Law (ACL).
  • Do not dispose of packaging, attempt repair, install the item, or continue using a damaged item before we have had a reasonable opportunity to assess it, unless this is necessary for safety.
07

Installation boundary

  • Unless expressly agreed in writing, delivery covers only the delivery service stated in your quote. It does not include structural fixing, wall or floor anchoring, plumbing, electrical work, waterproofing, caulking, cabinetry, joinery, stone cutting on site, building work, or certification.
  • For bathroom, vanity, built-in, outdoor, commercial, wall-fixed, floor-fixed, or structurally supported pieces, your builder, installer, engineer, plumber, waterproofer, or other qualified trades are responsible for confirming suitability, support, fixing, sealing, waterproofing, drainage, and compliance with applicable building requirements.
  • We can provide available piece dimensions, approximate weights, and specifications on request, but site assessment and installation compliance remain your responsibility unless expressly included in writing.
08

Property damage

  • Delivery teams will take reasonable care, but you must tell us about fragile finishes, access hazards, and site constraints before delivery.
  • We are not responsible for damage caused by inaccurate access information, unsafe or unfinished sites, inadequate protection, instructions from you or your representative that are outside our advice, or work performed by third-party trades not engaged by us, except to the extent required by law.
  • Any property damage concern should be reported promptly with photos, the delivery date, and a description of what occurred.
09

Risk and insurance

  • Risk in the goods passes to you when the goods are delivered in accordance with the agreed delivery scope, unless the law requires otherwise.
  • If delivery is delayed because of your actions or omissions after we have notified you that the goods are ready, risk and storage responsibility should be confirmed with us in writing.
  • We recommend you arrange appropriate insurance for the goods and site once the goods are delivered or stored on your behalf.
10

Australian Consumer Law

  • Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy you have under the ACL or any other law that cannot be excluded, restricted, or modified.
11

Contact

  • Email: hello@aprilsform.com.au
  • Phone: +61 485 943 461
  • Last updated: 12 June 2026

Next step

Planning a difficult access delivery?

Send the address type, floor, lift dimensions, stairs, parking, loading dock, and building restrictions with the quote brief.

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