Frequently Asked Questions

FAQS
WHAT IS A PRE-LOVED ITEM?

A pre-loved item is a product that we have either featured in our showroom display, used as an interior home styling item or as part of our luxury event hire collection. In some capacity items in our pre-loved collection have been used. They are no longer boxed or new. All items in our online pre-loved collection are in good to excellent condition. We welcome visits to our showroom to view the items prior to purchasing. Please email or call to arrange a suitable viewing time. As products in our pre-loved collection are not new, we have a strict no-return policy on these items. 

WHY ARE YOU SELLING PRE-LOVED ITEMS ONLINE?

For the past decade Villa Kula has been building up an extensive range of exclusive, designer furniture and effects for the luxury hire side of the business. In November 2019 VK made the commercial decision to sell off all of the luxury hire inventory in order to focus wholly on residential and hospitality design projects.  In light of  this decision Villa Kula no longer has a requirement for storing or using items from these collections and is moving them on to loving new homes and businesses. 

CAN I RETURN A PRE-LOVED ITEM THAT I PURCHASE ONLINE?

All pre-loved, showroom, display and ex-rental products are bought in the condition they are displayed in. The customer has the opportunity to inspect these items in our showroom prior to purchasing. We will not refund, exchange or provide credit notes for these itemsWe have a strict no-return policy for all of our pre-loved, clearance items. You are welcome to arrange a time to view any of the pre-loved products in our showroom prior to purchasing. Appointments to view products can be made via email to sales@villakula.com.au or by phone on +618 6498 9332. All pre-loved items listed on our website have been quality checked, are in good to excellent condition and are fit for purpose.

HOW DO I MAKE A PURCHASE?

You are now able to purchase new and pre-loved items online at www.villakula.com.au using the below process. Search for your item or items on our on-line store. Once you have found the item/items you wish to purchase, click on the ADD TO CART button on the right hand side of each item (below the item description) To view the items in your shopping cart hover over the shopping trolley icon at the top right corner of your screen. You can easily remove items from your shopping cart by clicking on the little red cross "x" to the left of the shopping item description. When you are finished shopping click on PROCEED TO CHECKOUT to complete your order. Alternatively you are welcome to place an order by phone at +618 6498 9332 or visit our Henderson showroom. Our showroom is open by appointment. Please call to arrange a time to view. Appointments are available Tuesday through Saturday.   

Once your payment is successful, you will be taken immediately to a confirmation page. You will receive a confirmation email from us outlining the items ordered, delivery address, method of delivery and delivery charges. If you do not receive your order confirmation by email within an hour of placing your order, please contact us at sales@villakula.com.au 

This confirmation email does not guarantee that the item(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your item(s) and send you an email confirming that your items(s) has/have been dispatched. Once this email has been sent and the goods have been handed over to the designated delivery carrier, the contract between Villa Kula and you (the purchaser) is complete.

IS MY PERSONAL INFORMATION SAFE?

We take your privacy very seriously at Villa Kula. You can be assured that your personal data is well protected. Your information will only be shared with another party, with your consent and where the third party abide by applicable data protection legislation.

WHICH PAYMENT METHODS ARE ACCEPTED BY VILLA KULA?

We accept Visa and MasterCard. You can also choose to pay with PayPal in which case when selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to www.villakula.com.au If you would prefer to pay by direct debit we are happy to place orders over the phone. Please call our office directly on +618 6498 9332 for sales assistance.

CANCELATIONS, RETURNS & REFUNDS POLICY

Villa Kula is bound by Australian consumer law and will process all returns and refunds in line with these laws. Please choose your products carefully. We do not refund or exchange if you purchase any item deemed custom, pre-order, pre-loved, ex-display, showroom, floor stock or ex-rental.  Once your order is confirmed, meaning you have paid in full your order can no longer be cancelled.

If you cancel your order you agree to the following:

(a) In the case of a currently stocked product, which is a product that has not been customised, you will be refunded in full for the value of the product less a 20% restocking fee to cover Villa Kula’s administrative costs and expenses incurred in handling and cancelling the order

(b) In the instance of a customised product which is any item that has been specifically made to order for you as a Customer, you agree you will forfeit the full amount of your deposit payment paid to date

CHANGE OF MIND RETURN POLICY - 3O DAYS

It’s important to us that you to love the products you buy from Villa Kula. We understand that on occasion, you might have a change of heart in regard to a purchase.  If you change your mind on a currently stocked new item purchase, you may return it to us within 30 days of the date you received it. You will however be responsible for all of the shipping costs incurred to facilitate this change of mind return including the costs associated with shipping the item to you in the first place and all associated costs for shipping the item back to Villa Kula.  You must send your return request in writing via email to sales@villakula.com.au or contact us at our Head Office on +618 6498 9332 to discuss the specific details of the return. Returned items must be in their original packaging. They must not have been used, assembled, washed, laundered or sent back in different packaging. If you cannot return an item 'as new' in its original packaging, a handling fee is likely to apply (up to 20% of the value of the item.)

PLEASE NOTE NON RETURNABLE ITEMS INCLUDE:
    • Any product described as ‘made to order, ‘custom orders’ OR ‘pre-order’ items
    • All Pre-loved & clearance items (e.g. warehouse, display, floor stock, ex-hire furniture & effects etc.)

On receiving your return item and subject to confirming it is in new condition Villa Kula will issue a credit note via email in an amount equal to the price you paid for the product, less the cost of delivery or shipping the product to you and less the cost of the return delivery or shipping costs back to our warehouse. Credits are valid for 12 months from the date of issue. To arrange a return, please email us at sales@villakula.com.au or call our Head Office on +618 6498 9332

CONSUMER GUARANTEE

You are entitled under the Australian Consumer Law to a replacement or refund for a major failure of a product. You are also entitled to have the product/s repaired or replaced if the product/s fail to be of acceptable quality and the failure does not amount to a major failure. For further information regarding product warranties please contact us at sales@villakula.com.au

CONTENT & PRICING

Our online store and its contents will change regularly. We will endeavour to update our website and the contents of our store on a regular basis, however we reserve the right to update or change the content and pricing of the products at any time without prior notice. All listed prices are in AUD and include GST.  

ACCESS TO DELIVERY SITE

See Delivery Information

It is the Customers responsibility to ensure that there is reasonable and good access to allow the product/s to be delivered. If the product/s are unable to be delivered due to difficult or unreasonable access, additional fees may apply. This will apply in the case of delivery of product to multi-level properties where there is no lift access and carrying items up or down stairs is required, access to available lift is difficult, access for delivery van or truck is denied or a long distance from the delivery address, any other scenario whereby the delivery person/s deems this access unreasonable.

HOW CAN I GET ASSISTANCE WITH A DIFFERENT QUERY?

Please feel free to contact us by email at sales@villakula.com.au or call our Head Office +618 6498 9332
Villa Kula
Head Office
12 Jessie Lee Street
Henderson 6166
Western Australia