TOP DOOR TERMS AND CONDITIONS

Door and Window Care Instructions

Timber is a natural, living material that is sensitive to weather conditions. To ensure the longevity of your doors and windows, please follow these important care guidelines:

  1. Storage: When storing doors and windows, always lay them flat on a level surface. Avoid exposure to extreme humidity, dryness, excessive heat, moisture, or sudden weather changes, as these conditions can negatively affect the timber.
  2. Moisture and Expansion: In new buildings, moisture may cause timber panels to expand and joints to break down. It is essential that all timber products (windows and doors) are treated immediately before and after installation to prevent damage.
  3. Painting and Sealing:
    • To maximize the lifespan of the timber, we recommend painting or staining doors and windows with a light-colored, reflective paint.
    • Dark-colored paints can attract heat and may cause cracking, warping, twisting, or shrinking, which will void the warranty.
    • All edges and faces of timber products must be sealed and painted with a high-quality oil-based primer and paint. A minimum of three coats is required for both internal and external environments.
    • Unfinished timber products are not waterproof and will become defective if not properly sealed and painted. Failure to comply with these instructions will void the warranty.
  4. Installation and Protection:
    • It is the purchaser’s responsibility to ensure proper care of timber products to help them withstand external weather conditions.
    • Timber windows and doors must be installed according to Australian standards to maintain warranty coverage.
    • All windows and doors must have sufficient overhead protection to maximize the lifespan of the timber. Doors and windows without proper overhead protection will void the warranty.
    • Note: Please request the minimum and maximum overhead protection details from our staff to ensure proper installation.
  5. Trimming and Hardware Installation:
    • Windows and doors should only be trimmed according to the manufacturer’s recommended maximum amount.
    • All hardware and door furniture must be installed following the supplier’s instructions.
  6. Natural Variations:
    • Natural variations in color, texture, and grain are not considered defects. It is accepted that the sill may differ in timber species or color from the rest of the frame.
    • Timber products over 2100mm high are more susceptible to movement, bowing, and warping, which is not considered a defect. A 3-7mm movement in timber is within acceptable limits.
  7. Customer Responsibility:
    • The installation of striker plates, painting, staining, cleaning, filling nail holes, and glazing beads are the customer’s responsibility.
    • Top Door will not be responsible for any additional charges related to hanging, painting, or other costs associated with the replacement of windows, doors, or hardware.
  8. Wind Damage:
    • No warranty will apply if the door is damaged by wind due to the failure to install heavy-duty magnetic door stops.

By adhering to these care and maintenance instructions, you can ensure that your timber doors and windows perform optimally and have a long lifespan.

Claims Policy

All claims must be made within 3 days of accepting delivery of goods. Claims must be submitted prior to any alterations, including trimming, cutting, installing locks, fitting products into openings, priming, or painting. Once any work has been performed on the product, it will be considered fully accepted, and no further claims will be considered.Upon delivery, all goods must be inspected and signed for. Once signed for, Top Door will not be liable for any damages or missing parts.Please note: No warranty or claims will be accepted if the door is damaged by wind due to the failure to install door stops and locks.

Top Door Warranty Information

Top Door provides a 2-year warranty on all custom joinery and manufactured windows and doors. This warranty covers defects in workmanship or materials within the specified period, and, should a defect be identified, Top Door will repair or replace the affected window or door at no additional cost.

Please note the following conditions:

  • Compliance with all provided installation and maintenance instructions is required for warranty coverage. Failure to adhere to these instructions will void the warranty.
  • Natural variations in color and texture are not considered defects under this warranty.
  • The warranty does not cover any additional charges related to hanging, painting, or other costs associated with the replacement of windows, locks, or doors.
  • Top Door does not provide a warranty for glass products due to the inherent nature of glass.

Top Door is an authorised reseller for Hume Doors, Corinthian Doors, and Crown Doors. For specific warranty terms and conditions related to these brands, please refer to the relevant brochures or visit their websites.

Payment Terms

  1. Orders Under $3000: Payment in full is required at the time of ordering for all goods with a total of $3000 (inc. GST) or less.
  2. Orders Over $3000: A 60% deposit is required for all orders exceeding $3000 (inc. GST).
  3. Full Payment Before Pickup or Delivery: All goods must be paid for in full, with payment cleared, prior to pickup or delivery.
  4. Cheque and EFT Payments: All cheque and EFT payments must be fully cleared before goods can be picked up or delivered.
  5. Delivery Scheduling: Delivery will not be scheduled until payment has been cleared and confirmed by Top Door Pty Ltd.
  6. COD Policy: Top Door Pty Ltd operates strictly on a Cash on Delivery (COD) basis.
  7. Retention of Ownership: Goods remain the property of Top Door Pty Ltd until payment is made in full and cleared.
  8. Payment and Delivery: Funds must be cleared before delivery, and a sufficient deposit and full payment are required to allocate a delivery date. If there are any pending items, payment must be completed before a delivery day can be scheduled.

Lead Time & Delivery Terms and Conditions

Delivery Times for Standard Orders:

  • Estimated Lead Time: 10-20 working days.

Please note that the delivery time is an estimate only and may be affected by the following factors:

  1. Clearance of your payment by your financial institution;
  2. Availability of parts or components for your product;
  3. If your order contains non-stock or custom items;
  4. Seasonal demand – during peak seasons (e.g., Christmas), the lead time may extend to a minimum of 14 working days.

Delivery Times for Custom Orders:

  • Estimated Lead Time: 9-19 weeks.

Please be aware that custom orders may take longer than the estimated time, with lead times occasionally exceeding 19 weeks.

The estimated delivery time begins once the following conditions have been met:

  1. Full payment has been received and cleared;
  2. Order details are confirmed and agreed upon.

As with standard orders, the delivery date is an estimate only and may be influenced by factors including:

  1. Clearance of your payment by your financial institution;
  2. Availability of parts or materials for your order;
  3. If your order includes custom, unusual, or out-of-stock items that need to be ordered or manufactured;
  4. Changes made to the order details after the original order date.

Important Notes:

  • Supply Chain Delays: Top Door will not be responsible or liable for any additional charges arising from supply chain delays, including material shortages or unforeseen production delays.
  • Lead Time Estimates: Due to ongoing economic challenges and supply chain disruptions, lead times are approximate only and cannot be confirmed as fixed delivery dates.

Changing Your Order / Making Amendments

Once work has commenced on your order, changes to the order details may not be possible. If changes are allowed, please note the following:

  1. Order Changes:
    • Any permissible changes will incur additional costs and may result in delivery delays.
    • Cancellation of an order may not be possible after it has been placed.
  2. Amendments After Revision:
    • Any changes requested after the first revision will increase processing times.
    • A minimum of 7 working days is required for Top Door to assess any changes made after revisions have been submitted.
  3. Change Requests:
    • All changes must be submitted in writing. Top Door will respond via email within 3-7 working days after receiving your request.
    • Clients are entitled to one (1) free change after the first revision. Additional changes will incur a charge of $100 per hour.
  4. CAD and Architectural Drawings:
    • Any changes or requests for CAD or architectural drawings will be charged at $550 per drawing.

Important Note: All changes will result in increased delivery times.

Confirming Your Order

  1. Order Confirmation & Drawings:
    • Once an order is placed and confirmed, it will take approximately 3-5 working days for the drawings to be submitted for approval.
  2. Drawing Approval & ETA:
    • The estimated time of arrival (ETA) for delivery will begin once the drawings are signed off and confirmed by Top Door Pty Ltd.
  3. Order Confirmation Deadline:
    • All order details must be confirmed by the purchaser within 3-4 weeks of the deposit payment.
    • Orders that are not confirmed within this period will be subject to requoting, and price variations may apply.
    • Quotes may no longer be valid after 4 weeks.
  4. Manufacturing Commencement:
    • Manufacturing will commence only once the signed paperwork has been received in writing and confirmed by Top Door Pty Ltd.
  5. Accuracy of Order Details:
    • It is essential to carefully review all invoices, window, and door drawings before signing off on the order.
    • Once signed off, the customer confirms that the details are correct and accepted.

Storage Terms

  1. Goods Pickup:
    • We strive to release your goods by the estimated delivery date. However, goods must be picked up within 7-10 working days from completion or arrival.
  2. Storage Fees:
    • If goods are not collected within the specified time frame, a storage fee of $200 (inc. GST) per week will apply.
  3. Care of Goods:
    • Top Door will ensure continued care of your items during storage. However, Top Door will not be held responsible for any issues that may arise, including but not limited to scratches, damages, or missing items.
  4. Uncollected Orders:
    • Any orders not collected after 2 months will be discarded, and no compensation will be provided.

Order Cancellation

  1. Custom Orders:
    • Custom orders are non-refundable within 1-2 days of placement due to change of mind.
  2. Cancellation Within 2 Days:
    • Orders cancelled within 2 days of placement will incur a 60% cancellation fee on the deposit paid.
  3. Cancellation After Production Begins:
    • Once production has started, the order cannot be cancelled, and the deposit will be forfeited.
  4. Cancellation After 3 Days:
    • Orders cancelled after 3 days will result in the forfeiture of 100% of the deposit.
  5. Credit Notes for Standard Orders:
    • Standard orders cancelled prior to production or for valid reasons may be eligible for a credit note.
    • Credit notes are non-transferable and valid for 3 months from the date of issue.
  6. Special Circumstances:
    • In certain cases, some orders cannot be cancelled within one day of placement.

Ability to Supply

  1. Obligation to Supply
    • Any obligation of Top Door Pty Ltd to supply goods and services is subject to its ability to secure necessary labor, materials, and other resources required for manufacturing and supply.
  2. Delivery Timeframes
    • Top Door Pty Ltd will not be liable for failure to deliver goods or services within the stated time, and the customer may not reject goods or services on account of delays.
  3. Force Majeure
    • Top Door Pty Ltd will not be liable for any delay or failure to supply or deliver due to circumstances beyond its control, including but not limited to strikes, fires, floods, riots, transportation disruptions, accidents, government actions, or any other unforeseeable event.
  4. Inability to Perform Contract
    • If Top Door Pty Ltd is unable to perform its obligations under the contract due to factors such as an inability to secure appropriate materials, labor, or other requirements, the company may terminate the contract by providing written notice to the customer. In such cases, any deposit paid by the customer will be refunded, and neither party will have any further claims against the other, except for the refund of the deposit.
  5. Indemnity and Release
    • The customer releases and indemnifies Top Door Pty Ltd against any loss, damage, costs, or liabilities incurred due to:
      i) Any delay in the supply or delivery of goods or services, regardless of the cause.
      ii) Top Door Pty Ltd terminating the contract as outlined above.
  1. Top Door’s Rights to Suspend or Terminate
    • Top Door Pty Ltd reserves the right to suspend delivery or terminate the contract if the customer fails to:
      • Comply with any term or condition of the contract, including payment or delivery arrangements.
      • Become bankrupt, enter into liquidation, or have a receiver, manager, or liquidator appointed to their assets.
      • Fail to provide timely instructions or responses necessary to progress the contract within 14 days of being requested.
  2. Termination for Unprofessional Conduct
    • Top Door Pty Ltd may also terminate the contract if the customer:
      • Refuses to make payment prior to delivery.
      • Exhibits unprofessional behavior that impedes the ability to maintain a positive relationship.
      • Harasses, intimidates, threatens, or acts unlawfully toward Top Door Pty Ltd or its staff.
  3. Forfeiture of Deposit
    • In the event of contract termination by Top Door Pty Ltd, any deposit paid by the customer will be forfeited. This deposit will be treated as a reasonable pre-estimate of the loss Top Door Pty Ltd incurs due to the customer’s breach.
    • Top Door Pty Ltd may also:
      • Sue the customer for any losses exceeding the deposit amount.
      • Resell the goods and recover any deficiency from the resale, including all associated expenses.
      • Retain any monies paid by the customer as security for any damages resulting from the customer’s default.

Glazing Certificate

  1. Basix Requirement:
    • A Basix certificate must be submitted to Top Door prior to manufacturing in order for us to comply with requirements and issue a glazing certificate.
  2. Issuance of Glazing Certificate:
    • Glazing certificates will be issued only after installation and once the balance of the order is paid in full.

Custom Angle & Arch Windows

  • Clients are required to provide Top Door with an accurate template for custom angle or arch doors and windows.
  • Top Door is unable to manufacture custom angle/arch doors and windows without the submission of a correct and precise template from the client.

Replica Joinery

  • “Matching existing” does not guarantee an exact match.
  • Replica joinery will be manufactured to approximate specifications and cannot be guaranteed to be identical, unless explicitly stated otherwise.

Delivery & Pickup

  1. Estimated Delivery Times:
    • Deliveries are estimated to arrive between 9:30 AM and 6:30 PM.
    • Exact delivery times cannot be allocated. Typically, a 4-6 hour window will be provided.
  2. Notification:
    • The purchaser or site contact will be notified 1 hour before delivery by the transport company on the scheduled delivery day.
  3. Site Assistance:
    • All deliveries require site assistance to ensure safe unloading.
    • Top Door reserves the right to reject deliveries if the job site is deemed unsafe for unloading or if there is no site assistance available.
  4. Delivery & Payment Terms:
    • Deliveries are only scheduled once payment has cleared. Please allow up to 3 days for payment clearance.
    • After payment has been received, please allow 3-4 days to confirm a pickup and delivery date.
  5. Weather Conditions:
    • Timber is sensitive to wet weather conditions. Therefore, no deliveries will be scheduled during wet weather periods.
    • In the event of a cancelled delivery due to weather, it will be rebooked on the next available date, provided that the new date is not subject to rain.
  6. Inspection & Acceptance:
    • Upon delivery, all goods must be checked and signed for by the purchaser or site contact.
    • Once signed for, Top Door will not be liable for any damages or missing parts.
    • Once goods are installed or any work has been carried out, the goods will be considered acceptable.
  7. Assembly:
    • Door units will be delivered unassembled and require assembly onsite by a builder or carpenter.
  8. Flat Packing:
    • Door units and certain window units (over 1000mm wide x 1800mm high) will be dismantled and flat-packed prior to pickup or delivery.

Service Call Out Fees

  1. Sydney Metro Call Out:
    • A call-out fee of $80 applies for all service requests within the Sydney metro area. This fee is payable in advance.
    • Additional costs may apply for materials or labor if required during the service.
  2. Refunds for Manufacturing Faults:
    • The $80 call-out fee will be refunded if the service call is due to a manufacturing fault caused by Top Door.