Terms of service

TERMS OF SERVICE

Last updated: 05/2026

These Terms of Service govern your use of the Panelhaus Group Pty Ltd website and the purchase of products through panelhausco.com.au. By accessing our website or placing an order you agree to be bound by these Terms of Service in full.

1. About Us

Panelhaus Group Pty Ltd is an Australian registered company.

  • ABN: 25 697 902 855
  • ACN: 697 902 855
  • Business location: Sydney, New South Wales, Australia
  • Website: https://panelhauscollection.com.au/
  • Email: inquiries@panelhausco.com

2. Acceptance of Terms

By accessing or using our website, browsing our products, or placing an order you confirm that you:

  • Are at least 18 years of age or have the consent of a parent or legal guardian
  • Have the legal capacity to enter into a binding contract
  • Have read, understood, and agree to be bound by these Terms of Service
  • Agree to our Privacy Policy which forms part of these Terms of Service

If you do not agree to these terms you must not use our website or purchase from us.

3. Products

We reserve the right to:

  • Modify, discontinue, or update any product in our range at any time without notice
  • Limit the quantities of any product available for purchase
  • Refuse or cancel any order at our discretion

Product images displayed on our website are for illustrative purposes only. Colours, textures, and finishes may vary slightly from what appears on screen due to differences in monitor calibration, lighting conditions, and natural material variation. We strongly recommend ordering a sample before committing to a full order.

All product descriptions, specifications, and dimensions are provided in good faith and are as accurate as reasonably possible. However, we do not warrant that product descriptions or any other content on our website is completely accurate, complete, or error free.

4. Pricing and GST

All prices displayed on our website are in Australian Dollars (AUD).

  • All prices are inclusive of Goods and Services Tax (GST) at the current rate of 10% in accordance with the A New Tax System (Goods and Services Tax) Act 1999 (Cth)
  • A valid tax invoice inclusive of GST will be issued with every order
  • Prices are subject to change at any time without notice
  • In the event of a pricing error we reserve the right to cancel any order placed at the incorrect price and will notify you promptly

Panelhaus Pty Ltd is registered for GST purposes.

5. Orders and Contract Formation

Placing an order on our website constitutes an offer to purchase products subject to these Terms of Service.

  • A binding contract is formed when we send you an order confirmation email
  • We reserve the right to decline or cancel any order at any time before dispatch for any reason including but not limited to stock unavailability, payment failure, pricing errors, or suspected fraudulent activity
  • If we cancel your order after payment has been processed we will issue a full refund to your original payment method within 5 business days
  • Order confirmations are transactional communications and will be sent regardless of your marketing preferences

In accordance with the Electronic Transactions Act 1999 (Cth) electronic contracts formed through our website are legally binding.

6. Payment

We accept the following payment methods:

  • Credit and debit cards - Visa, Mastercard, American Express
  • Shopify Payments
  • PayPal
  • Buy Now Pay Later options where available

All payments are processed securely through PCI-DSS compliant payment providers. We do not store, access, or retain your card details at any time.

Payment must be made in full at the time of placing your order. We do not offer credit terms to retail customers unless agreed in writing.

If your payment is declined your order will not be processed. Please contact your bank or payment provider or try an alternative payment method.

7. Shipping and Delivery

We deliver Australia-wide. All shipping rates and estimated delivery timeframes are displayed at checkout.

  • Delivery timeframes are estimates only and are not guaranteed
  • We are not liable for delays caused by third party carriers, weather events, natural disasters, or circumstances outside our reasonable control
  • Risk of loss and title for products passes to you upon delivery to your nominated address
  • It is your responsibility to ensure someone is available to receive delivery or that a safe drop location is nominated
  • We are not responsible for loss or damage to products after delivery has been completed
  • For large orders or remote locations additional freight charges may apply and will be communicated to you prior to dispatch

Please inspect your order immediately upon delivery and report any damage or discrepancies to us within 48 hours at inquiries@panelhausco.com.

8. Australian Consumer Law Guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage resulting from a major failure
  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in these Terms of Service excludes, restricts, or modifies any consumer guarantee, right, or remedy you are entitled to under the Australian Consumer Law or any other applicable Australian legislation.

9. Returns and Refunds

Please refer to our Refund Policy for full details of our returns and refunds process. Our Refund Policy forms part of these Terms of Service.

In summary:

  • We do not accept returns or offer refunds for change of mind purchases
  • Damaged or defective products must be reported within 48 hours of delivery with photographic evidence
  • Products that have been cut, installed, modified, or altered in any way are not eligible for return
  • All returns require prior written approval from Panelhaus Pty Ltd
  • Your rights under the Australian Consumer Law are not affected by this policy

10. Samples

We strongly encourage customers to order samples before placing a full order. Sample orders:

  • Are available for purchase through our website
  • Are non-refundable
  • Are provided to give an indication of colour, texture, and finish only
  • May vary slightly from full production panels due to batch variation

Ordering a sample does not guarantee the availability of the full product at the time of your subsequent order.

11. Intellectual Property

All content on our website including but not limited to text, product descriptions, images, graphics, logos, brand names, product names, and design elements are the intellectual property of Panelhaus Group Pty Ltd or our licensors and are protected by Australian and international intellectual property laws.

You must not:

  • Copy, reproduce, distribute, or republish any content from our website without our prior written consent
  • Use our brand name, logo, or trademarks in any way that suggests an association with or endorsement by Panelhaus Group Pty Ltd without our written permission
  • Use any content from our website for commercial purposes without our prior written consent
  • Scrape, data mine, or extract content from our website using automated tools

All product names created by Panelhaus Group Pty Ltd including but not limited to Charcoal, Arctic, Walnut, Golden Teak, Concrete, Driftwood, White Oak, Ash Grey, Obsidian, Smoked Walnut, and Smoked Oak are proprietary to Panelhaus Group Pty Ltd.

12. Website Use

You agree to use our website only for lawful purposes and in a manner that does not infringe the rights of others or restrict or inhibit their use of the website.

You must not:

  • Use our website to transmit any unsolicited or unauthorised advertising or promotional material
  • Attempt to gain unauthorised access to any part of our website or its related systems
  • Introduce viruses, malware, or other malicious code to our website
  • Use our website in any way that could damage, disable, overburden, or impair it
  • Use automated tools to scrape, crawl, or extract data from our website

We reserve the right to restrict or terminate your access to our website at any time without notice if we reasonably believe you have breached these terms.

13. Limitation of Liability

To the maximum extent permitted by Australian law and subject to your rights under the Australian Consumer Law:

  • Our total liability to you for any claim arising out of or in connection with your purchase or use of our website is limited to the purchase price of the relevant product
  • We are not liable for any indirect, incidental, special, consequential, or punitive damages including but not limited to loss of profit, loss of revenue, loss of data, or loss of goodwill
  • We are not liable for any damage to property or injury to persons arising from the installation or use of our products where installation was not carried out in accordance with our installation guidelines
  • We are not liable for delays or failures in performance resulting from circumstances outside our reasonable control including but not limited to acts of God, natural disasters, strikes, supply chain disruptions, or government actions

Nothing in these Terms of Service excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

14. Indemnification

You agree to indemnify, defend, and hold harmless Panelhaus Group Pty Ltd and its directors, officers, employees, contractors, and agents from and against any claims, damages, losses, costs, and expenses including reasonable legal fees arising out of or in connection with:

  • Your use of our website or products
  • Your breach of these Terms of Service
  • Your violation of any applicable law or regulation
  • Any third party claim arising from your use or misuse of our products

15. Dispute Resolution

In the event of a dispute arising out of or in connection with these Terms of Service or your purchase from us we encourage you to contact us in the first instance to resolve the matter informally:

If we are unable to resolve the dispute informally within 30 days either party may refer the dispute to mediation or other alternative dispute resolution before commencing legal proceedings.

These Terms of Service are governed by the laws of New South Wales, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of New South Wales for the resolution of any dispute that cannot be resolved informally.

If you are a consumer you may also contact the following bodies for assistance:

  • NSW Fair Trading: fairtrading.nsw.gov.au
  • Australian Competition and Consumer Commission (ACCC): accc.gov.au
  • Australian Financial Complaints Authority (AFCA) where applicable: afca.org.au

16. Force Majeure

We will not be liable for any delay or failure to perform our obligations under these Terms of Service where such delay or failure results from circumstances beyond our reasonable control including but not limited to:

  • Acts of God, natural disasters, floods, fires, or earthquakes
  • Pandemics, epidemics, or public health emergencies
  • War, terrorism, civil unrest, or government actions
  • Supply chain disruptions or supplier failures
  • Industrial action or strikes
  • Power outages or internet service disruptions
  • Extreme weather events

In such circumstances we will notify you as soon as reasonably practicable and take reasonable steps to minimise the impact on your order.

17. Severability

If any provision of these Terms of Service is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction that provision will be severed from the remaining terms which will continue in full force and effect.

18. Entire Agreement

These Terms of Service together with our Privacy Policy, Refund Policy, and Shipping Policy constitute the entire agreement between you and Panelhaus Pty Ltd in relation to your use of our website and purchase of our products and supersede all prior agreements, representations, and understandings.

19. Waiver

Our failure to enforce any right or provision of these Terms of Service will not constitute a waiver of that right or provision unless acknowledged and agreed to by us in writing.

20. Contact Us

For any questions or concerns regarding these Terms of Service please contact us at:

  • Company: Panelhaus Group Pty Ltd
  • ABN: 25 697 902 855
  • ACN: 697 902 855
  • Email: inquiries@panelhausco.com
  • Website: https://panelhauscollection.com.au/
  • Location: Sydney, New South Wales, Australia