Warranty

All TimberLUX Products come with a 5 Year Manufacturer's Warranty. Our 100% satisfaction guarantee and 5-year warranty are important to us and should give you piece of mind when considering the purchase of TimberLUX products.

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TimberLUX Illuminations guarantees their products for a period of 5 Years from the manufacturing date to be free from manufacturing defects. TimberLUX guarantee their product to be supplied fit for the purpose and offered or as quoted and confirmed and used considerately thereafter. This guarantee does not cover misuse or damage due to environmental factors such as exposure to extreme conditions, prolonged exposure to direct sunlight, scratches, burns, or inappropriate use of cleaning products or damage to 3rd party property. This guarantee does not cover damage by freight.

This guarantee does not cover normal wear and tear and in the case of faulty components, does not cover labour for onsite fitting.
TimberLUX Illuminations reserves the right to determine manufacturing faults and repair any product covered by this guarantee.

As our products are made from Hardwood Timber, appropriate care must be taken.
As hardwood timber is a natural product, this guarantee does not cover minor movement of timber panels or pieces over time.

Defect claims must be brought to our attention via email; hello@timberlux.com.au accompanied by photo documentation. TimberLUX reserves the right to subject the claim to an inspection. If the product is confirmed defective, we will send a replacement. The cost of shipping will be absorbed by TimberLUX Illuminations.

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Returns and Exchanges

What if I am not happy with the Luminaire?

We work hard to design and craft a high-quality product. If you are not happy with the Luminaire that you have received, please contact us and discuss the issue directly. We will do our best to make you happy and depending on the concern we will find a solution.

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Timber Variations

As timber is a natural material with many variations within the same species, we cannot guarantee a particular colour, grain or appearance. The images on our website are indicative of the timber species described, and you may not receive this exact grain pattern or colour. If you are after a specific colour variation (eg. light or dark) please let us know when ordering and we will do our best to find you the perfect piece of timber to craft your light.

If you receive your luminaire but are not happy with the timber appearance, we can arrange for an exchange for another product. We will cover the freight costs for the exchange. Please be aware that if you ordered a custom piece, we would have to make a new luminaire again from the beginning, which will likely take our standard lead time of 4-8 weeks.

The best thing to do is contact us for a timber sample. We are happy to post you a physical sample of the particular species you are interested in.

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Lighting Quality

Before you order, please be aware of the technical lighting specifications of the particular fitting you are purchasing. We are not responsible if the light does not perform as you imagined and cannot offer a refund for this reason. We provide all the technical specifications on our website and datasheets including wattage and lumen output. We are not interior designers, architects or builders, and we cannot guarantee a particular fitting will fulfill your needs. As we have our own lighting consultant/designer, please get in contact prior to purchase so we can provide you with the best lighting options for your space.

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Cleaning and Maintenance

To clean the timber components, dust using a clean, soft cloth. To clean spills or stains, dampen the cloth with water. Avoid the use of chemicals, detergents and glass cleaners. Never attempt to make repairs to any finished surface or electrician components without the advice and the assistance of a professional. Contact us if you believe your product requires cleaning beyond the above steps.

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Lead Times
The standard lead time for a made-to-order pendant/luminaire is 4-8 weeks. Freight not included in this lead time. This time frame cannot always be guaranteed. We will be in touch with updates for you during manufacturing.


Delivery
‍Physical goods may be delivered by FedEX's freight services and/or other reputable courier companies. Deliveries are processed promptly upon receipt of full payment. Delivery may take between 2 and 14 days, depending on the delivery option.


Transit Damages
‍Damaged or lost orders should be resolved with the freight service used or the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of TimberLUX Illuminations.​ After opening the delivery, should the Luminaire(s) be damaged, take photos of the pendant and report the issue by sending an email to hello@timberlux.com.au within 3 days after receiving your package. If the product is confirmed defective, we will send you a replacement and reclaim the defective lamp (which must be unassembled and in its original packaging) at our cost. Once goods have been delivered, TimberLUX is not responsible for any defect or damage which may be caused by:
- Failing to properly maintain or store any goods before installation
- Improper installation or assembly
- Failing to follow instructions or guidelines provided by TimberLUX

International Delivery
‍For international deliveries please contact us for a freight quote.

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