Last updated 12 October 2026
These Terms and Conditions apply when you use our website and online ordering portal, and when you buy products from Benjamin John Hargreaves trading as TrueFit Flatpacks (ABN 76 727 764 760) ("TrueFit", "we", "us" or "our"). Please read them carefully before placing an order.
By creating an account, submitting an order or otherwise using our services, you agree to these terms. Nothing in these terms limits your rights under the Australian Consumer Law.
You must be at least 18 years old to create an account or place an order. You agree to give us accurate, complete and up-to-date information and to keep your login details secure. You are responsible for all activity on your account.
You must not use our website or portal in a way that is unlawful, that could damage or interfere with it or that infringes anyone else's rights. We may suspend or close an account that is used in breach of these terms.
We work to keep our website and portal available and accurate, but we do not guarantee they will always be uninterrupted or error free.
Our products are custom made to the sizes, materials and options you enter in the portal. You are responsible for:
We manufacture your order exactly as it is submitted. We are not responsible for errors in measurements or design choices supplied by you. If you are unsure about anything, please call us before submitting your order.
3D views and colour swatches in the portal are a guide only. Actual colours, textures and timber grain patterns may vary slightly from what you see on screen.
All prices are in Australian dollars. Where a price is shown excluding GST, GST will be added and shown on your tax invoice.
Prices shown in the portal update as you design. The price of your order is the price confirmed when you submit it. We may correct obvious pricing errors before we accept an order, and we will contact you if this affects your order.
Payment is required in full when you submit your order. We will not start manufacturing your order until payment has been received.
Prices shown on our website for example jobs are indicative only and may differ from the price of your own design.
When you submit an order through the portal, you are making an offer to buy the products in that order. We accept your order when we confirm it and receive payment in full. We may decline an order, for example if the product is unavailable or we cannot manufacture it as designed. If we decline an order after taking payment, we will refund you in full.
You can ask to change or cancel your order at any time by contacting us as soon as possible.
Changes to an order are treated the same way. Any part of your order that has already been cut may need to be remade and charged again. We will confirm any cost with you before making a change.
Our standard manufacturing time is 3–4 weeks, and 7–10 days for products in our express range, from when we accept your order. These times are estimates only. We will let you know if we expect a delay, but we are not responsible for delays caused by events outside our reasonable control, such as supplier shortages, freight disruptions or extreme weather.
You can have your order delivered or collect it from our workshop at 165 Moore Street, Ararat VIC 3377 during opening hours. We will let you know when your order is ready.
Any delivery charges will be confirmed with you before you pay for your order. Your first order is delivered free within 100km of our Ararat workshop.
For deliveries, you must make sure there is safe and suitable access for the delivery vehicle and someone over 18 is available to receive the order, unless we have agreed otherwise. If a delivery cannot be completed because of access issues or because no one is available, additional delivery charges may apply.
Responsibility for your order passes to you when it is delivered or collected. Flatpack orders are heavy, so please take care and use enough people or suitable equipment when unloading and moving them.
Please check your order as soon as you receive it. You must tell us about any damaged, missing or incorrect items within 48 hours of delivery or collection, with photos where possible. If anything is damaged, missing or not quite right because of our error, we will repair or replace it at no cost to you.
Reporting issues promptly helps us fix them quickly and keeps your project on track. This timeframe does not limit your rights under the Australian Consumer Law.
Because our products are custom made to your specifications, we do not offer refunds or returns for change of mind, or if you ordered the wrong size, colour or product. This does not affect your rights under the Australian Consumer Law if a product is faulty or not as described.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe a product is faulty, please contact us with your order details and photos of the problem. We may need to inspect the product before deciding on a remedy.
These guarantees do not cover damage caused by incorrect assembly or installation, misuse, accidents, exposure to excessive moisture or heat, normal wear and tear or modifications made after delivery.
Our products are supplied as flatpacks for you or your installer to assemble and install. You are responsible for assembling and installing them correctly, following our guides and any manufacturer instructions for hardware and arranging any licensed trades needed, such as plumbers and electricians.
We do not assemble or install products and are not responsible for assembly or installation work carried out by you or others, except where our products are faulty.
Assembly guides, videos and advice from our team are provided to help you, but they are general in nature and should be used together with your own judgement and the requirements of your project.
We supply laminate benchtops made to size. We do not supply stone benchtops. Where we help you find a stone benchtop supplier, your contract for the benchtop is with that supplier, and we are not responsible for their products or services.
From time to time we may run promotions, such as a discount or free delivery on your first order. Each offer is subject to the conditions stated with it. Unless we say otherwise, offers cannot be combined with other offers, cannot be exchanged for cash and may be changed or ended at any time without affecting orders already accepted.
To the extent permitted by law, including the Australian Consumer Law, we are not liable for any indirect or consequential loss, such as loss of profit, loss of income or delay costs, arising from your use of our website or products.
If you buy our products for business purposes and they are not of a kind ordinarily acquired for personal, domestic or household use, our liability for a failure to comply with a consumer guarantee is limited, where permitted by law, to replacing or repairing the goods or paying the cost of doing so.
All content on our website and in our portal, including text, images, videos, logos and software, belongs to us or our licensors and is protected by copyright and other laws. You may use it only to browse our website and design and order products from us. You must not copy, reproduce or use it for any other purpose without our written permission.
We handle your personal information in line with our Privacy Policy.
If you have a problem with your order or our service, please contact us first. We will work with you in good faith to resolve it as quickly as possible.
If we cannot resolve it together, you can contact Consumer Affairs Victoria for free advice and dispute assistance, or apply to the Victorian Civil and Administrative Tribunal (VCAT).
These terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts and tribunals of Victoria.
We may update these terms from time to time. The version that applies to your order is the version published on our website when you submit it.
If you have any questions about these Terms and Conditions, please contact us:
TrueFit Flatpacks
165 Moore Street, Ararat VIC 3377
Email: info@truefitflatpacks.com.au
Customer support: 0439 715 282
Hours: 7.30am to 5pm, Monday to Thursday