What to expect from handmade furniture
What to expect from handcrafted furniture
We want you to absolutely love your furniture. Because our pieces are hand-built (not mass-produced), there are a few honest things worth knowing before you buy — and how we’ll look after you if something isn’t right.
Handcrafted ≠ factory perfect
Every piece is measured, assembled, sanded and finished by hand. That means tiny variations can happen, especially on internal surfaces.
This doesn’t impact strength, safety or day-to-day use — it’s simply part of making real timber furniture properly.
We still care about the details
We inspect every order and we genuinely take pride in what we deliver. If something isn’t up to scratch, we’ll work with you quickly to make it right.
Our goal is a happy customer, not a drawn-out back-and-forth.
What’s considered normal (and not a fault)
The items below can happen in handmade furniture and are considered acceptable where they are internal, not front-facing, and do not affect function.
Cosmetic / internal tolerances
- Small filled or unfilled screw holes on internal surfaces
- Minor paint/finish variation on inside panels or non-visible areas
- Light internal scuffs from assembly where not visible once installed
- Slight alignment tolerances consistent with hand assembly
Natural timber variation
- Differences in grain, knots and character (that’s real timber doing its thing)
- Small tone shifts between panels, especially across different batches
- Changes in colour over time as timber naturally settles and matures
What we consider a fault (and will fix)
If any of the below happen, we’ll step in and resolve it properly.
- Structural issues (strength or stability concerns)
- Safety issues (anything that could cause harm)
- Functional defects (drawers/doors/shelves not operating correctly)
- Major visible defects on front-facing/external surfaces
- Transit damage caused during delivery
Interstate & large item deliveries (how we handle it fairly)
For big furniture, especially interstate, full returns can be impractical due to freight cost and risk of further damage. Where an issue is cosmetic (and doesn’t affect function), we use sensible, fast options that still look after you.
Local touch-up support
We can help arrange a practical local fix (or reimburse a local repairer up to an agreed cap).
Touch-up kit
If it’s small and straightforward, we’ll send matching materials so it can be sorted quickly.
Goodwill compensation
Where appropriate, we can offer a reasonable goodwill credit to reflect the issue.
We always follow Australian Consumer Law. Remedies depend on whether a problem is minor or major and how it impacts safety, structure, function and visible appearance.
Not sure if something is normal? Just ask.
Send us a couple of clear photos and a short description. We’ll review it properly and come back with a fair, practical solution — no dramas.