Customer Care

At TSB Living, we want our customers to enjoy shopping with us, so here is our commitment. 

  • Great Quality Products, Unbeatable Price Range, Exceptional Customer Centricity 
  • All our products come with return to base warranty 
  • Product/Service complaints to be satisfactorily resolved/attended to within 24 hours 
  • No nasty surprises, to be transparent, quality products at affordable prices.
  • Products dispatched within 24 hours (business days) – Excluding assembled units
  • GST invoice supplied to all customers along with courier/shipment tracking details (where applicable)
  • Most of our products come flat packed and are provided with assembly instructions and necessary DIY kit to put them together. 
Assembly offer – Please do let us know if you would like your units to be assembled by us for a reasonable price. We have cabinet makers available. Once assembled, shipping charge and duration may vary.
Choice of Color/design – Where a product listed has various options such as color, size, RHS/LHS features, please advise us of your preference. Where no instructions are given, product readily available in stock will be dispatched. Colors strictly subject to availability.

Information Error - We strive to make every piece of information as accurately as we could. In the event a product is listed at an incorrect price or with incorrect information due to typographical error. We shall have the right to refuse or cancel any such orders and refund the full amount received.

Delivery/Shipping:

We use Castle Parcels & Titus Transport  to ensure that you are getting the best shipping fee and the network covers your area. Please note that we are unable to deliver to PO boxes. Rural delivery will attract additional fees. Most shipping fees are available in our listings, if you require a quote to a destination not listed, please do let us know.
Courier delivery is usually within 3 working days. Large fragile freight could take up to 5 working days. Rural delivery could take additional 2-3 working days. Getting things delivered on time is important to us, but we can’t guarantee delivery times as we use a third party shipping company. So we can’t be liable for any loss, cost or expense caused by delay in delivery.

If the product is damaged in transit, please do not sign for the delivery and have the shipper return the goods to sender, contact us and we will arrange for an alternative unit to be delivered. On signing for the delivery, you have accepted that the product is in good condition. If the product we sent out was damaged please do let us know strictly within 3 working days so we can have this rectified. 
 

Warranty:

We stand behind all our products. All of our products carry a 12 month warranty if not specially stated. RTB (Return to Base) means the buyer pays for returning goods to us; we will fix or replace the faulty products. Refund will be given only if a replacement is not available. Warranties are not transferable beyond the original buyer. Shipping fee is not refundable. Warranty does not cover unauthorized repairs, incorrect assembly, misuse, abuse or use of a product for which it was not designed. Warranty does not cover if your purchase was used for business/commercial purpose.

Return Policy - If for any reason the product we sent you turns out to be faulty, we’ll do our best to get that fixed really quickly. Please contact us and we’ll replace it for you and meet all our responsibilities under the Consumer Guarantees Act 1993. If the product is as described and is returned back due to change of mind then Shipping will not be refunded and a 15% restocking fee will apply. For a full refund ( which is given as a store credit and will be valid for 6 months from the time it has been generated) the goods must be returned in a re-saleable state as received by the purchaser. 

Layby:

30% Deposit Required within 5 working days (Up to 6 weeks to pay). 10% cancellation fee applies to all layby cancellations. On completing your purchase please email us stating that you would like to layby your purchases and we can send you a layby agreement accordingly. 

Acceptance:

By placing the order for goods through TSB Living Ltd you are deemed to accept the terms and conditions of sale.