Terms & conditions

1. Who these terms cover

These terms cover use of the Klay website and visualiser, enquiries and online orders. Your written quote or order confirmation also sets out the products, specifications, price and agreed work for your order. Keep a copy of those documents and these terms.

Only products with an active purchase option can be bought online. A “Coming soon” label, visualiser selection, saved basket or enquiry does not book installation or place a paid order. You must be at least 18 and authorised to order work at the installation address. Wardrobes, shelving, shower screens and mirrors are not currently available in Western Australia.

Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law (ACL). Those rights take priority over any inconsistent wording here.

2. Visualiser, photos and samples

The visualiser is a guide to appearance and configuration. It does not measure your opening, assess the condition of your property or confirm whether a product or fixing method is suitable. Preview dimension labels show the selected size range or configuration; they are not measurements taken from a photograph.

Lighting, screens, perspective, fabric texture and the preview rendering can affect colour, transparency, scale and finish. Room scenes and product images may show styling or fittings outside the selected product. Check the product description and ask us about physical samples or any appearance that matters to your decision before manufacture.

Use photos you own or have permission to use. Avoid including people, documents or other private information. Photos selected in the visualiser are processed locally in your browser; they are not automatically sent to Klay. Sending an image separately by email or enquiry is a separate disclosure.

These limitations do not excuse a product that fails to match an agreed description or sample, or remove our responsibility for representations we make about it.

3. Sizes, estimates and payment

Small, Medium, Large and Extra Large are width ranges, not exact manufacturing measurements. Use the range limits shown for the selected product. Approved roller blind ranges allow a drop up to 2,200 mm. Fabric, operation and size availability depend on the product; an unavailable combination cannot be ordered just because another fabric offers it.

Prices are in Australian dollars and include GST. The listed roller blind prices include check measure and installation and are the final prices for the selected configuration. No additional installation or call-out charge is added at checkout. Review the products, quantities and total before paying. Any later change to the agreed configuration or work must be explained and agreed before it is undertaken.

Displayed prices are estimates based on the configuration you select. Online checkout collects the displayed payment total through Stripe before the check measure. A successful payment confirms receipt of that payment; it does not replace the check measure or your approval of any proposed changes.

If the check measure identifies incorrect selections, extra work, a price change or an unsuitable product, we will explain the proposed specification and price in writing before manufacture. We will not charge an additional amount or substitute a different product without your agreement. If a change cannot be agreed, contact us to resolve the order and any cancellation or refund entitlement before proceeding.

A pricing error does not authorise us to take more money or change an existing order without agreement. If we cannot supply an order as agreed, we will contact you about a lawful resolution, including any refund due.

4. Check measure, manufacture and installation

Give us accurate contact, address, product and access details, and tell us about any particular purpose or result you need. We will check measurements and suitability before manufacture. Review the measured specifications, fabric, colour, operation and installation scope when we ask you to confirm them.

Arrange any permission required from the property owner, landlord, owners corporation or relevant authority. Tell us about known hazards or access restrictions. We remain responsible for our professional assessment and for work we perform; a customer’s approval does not waive that responsibility.

Preferred appointment dates and general lead times are estimates unless we expressly agree to a particular date. We will discuss scheduling and material delays with you. Your rights concerning agreed dates, reasonable supply times and remedies for delay remain unchanged.

Provide reasonable, safe access for the agreed work. Electrical, structural, asbestos-related or other specialist work is included only if expressly agreed and must be carried out by an appropriately qualified person where required. We will discuss any change to scope or cost before proceeding.

Cord and chain safety devices, warning labels and safe installation requirements must not be omitted for appearance or convenience. Keep cords away from children and follow the care and safety instructions supplied.

5. Changes and cancellation requests

Contact us promptly if you need to change or cancel an order, and include the order reference. We will check whether manufacture or other work has begun and explain the available options and any proposed cost before you agree to a change.

There is not an automatic ACL refund entitlement simply because you change your mind about a correctly supplied product. Made-to-measure work may be difficult to change once manufacture starts. This does not remove rights for a fault, misleading description, failure to supply or another breach of law or contract.

These terms do not create a fixed cancellation fee, make all payments non-refundable or give us a right to keep payment for work not supplied without a lawful basis. Any separately agreed cancellation arrangements must be disclosed before purchase and remain subject to your statutory rights.

6. Consumer guarantees, problems and refunds

Goods must meet applicable consumer guarantees, including acceptable quality, matching their description or agreed sample and being fit for a purpose you make known and reasonably rely on us to fulfil. Services must be performed with due care and skill and meet applicable purpose and timing guarantees. These rights also apply to custom-made goods.

For a major failure with goods, the ACL may entitle you to choose a refund or replacement, or keep the goods and claim compensation for reduced value. For a major service failure, remedies can include cancellation and a refund for the affected services or compensation for reduced value. You may also be entitled to compensation for reasonably foreseeable loss.

For a problem that can be remedied and is not major, we may arrange a repair or other lawful remedy within a reasonable time. Further rights apply if the problem is not remedied as the law requires. The remedy depends on the circumstances, not just our preference.

Contact Klay with your order details and a description of the problem. Photos may help, but tell us if you cannot provide them. We may reasonably assess the goods or work. Do not remove installed products or attempt unsafe repairs to make a claim. We will discuss a safe inspection or return arrangement and costs consistently with your rights.

You can raise a consumer guarantee claim with Klay; you do not have to deal only with a manufacturer. A warranty expiry does not by itself end consumer guarantee rights. Where a refund is due, it will normally use the original payment method unless otherwise agreed.

7. Advertised warranties

Any product or installation warranty we give is additional to your consumer guarantees and any other rights under law. A reference to a five-year warranty does not limit those rights to five years.

Ask us for the written warranty applying to your selected product before ordering, including its coverage, claim procedure and any exclusions. These website terms do not replace a warranty document or add new exclusions to a promise already made to you. Send warranty enquiries and claims to Klay using the contact details below.

8. Using this website

Use the website lawfully. Do not try to gain unauthorised access, interfere with other users, submit malicious code, bypass security controls or misuse forms to send spam. You may save or print product information and these terms for your own enquiry, order or records. Other reuse of content requires permission from the relevant rights holder unless permitted by law.

Website access can be interrupted and browser settings can affect the visualiser or checkout. Contact us if you encounter an error. An interruption does not remove our obligations for an order or your rights under law.

External links take you to services operated by others. Their own terms and privacy information apply there. Our privacy and cookie pages explain the services used by this website and how your information is handled.

9. Questions, disputes and updates

Please contact us first about an order problem so we can investigate and respond. You may also seek help from your state or territory consumer protection agency or pursue available tribunal or court remedies. These terms do not require private arbitration or prevent you from using a forum available to you under law.

Australian law applies, including relevant state and territory laws and mandatory consumer protections. No term removes a protection that applies in your location.

We may update these terms for future use and orders. Changes do not retrospectively alter an existing order without your agreement. The version presented at checkout is recorded with a newly created checkout session. Keep the dated copy and your order documents for your records.