OSMEN Terms and Conditions of Sale

These Terms and Conditions of Sale ("Terms") apply to purchases from OS International Group Pty Ltd trading as OSMEN Outdoor Furniture (ABN 34 097 130 642) ("OSMEN", "we", "us" or "our").

By placing an Order with OSMEN, including by signing a sales document, placing an Order through our website, confirming an Order, or making payment towards an Order, you agree to these Terms.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.

1. Definitions

In these Terms:

Australian Consumer Law (ACL) means Schedule 2 of the Competition and Consumer Act 2010 (Cth) and corresponding provisions of applicable State and Territory fair trading legislation.
Customer means the person or entity acquiring Goods from OSMEN.
Factory Second Stock means Goods offered at a discounted price because of an identified flaw or imperfection, including cosmetic scratching or denting, or Goods identified as ex-display or floor stock.
Goods means goods supplied by OSMEN to the Customer.
General OSMEN Warranty means the voluntary warranty provided by OSMEN in accordance with section 9 of these Terms.
Order means an order for Goods placed by a Customer and accepted by OSMEN.
Structural Warranty means OSMEN's voluntary warranty against applicable defects in the frame or internal structure of Goods. It does not cover defects or imperfections in surfaces, decoration, fabric, cracks or finishes unless otherwise required by the Australian Consumer Law.

2. Orders, Prices and Payment

2.1. Prices are subject to change prior to an Order being confirmed. Once an Order has been confirmed and any required deposit has been paid, the agreed price for that Order is fixed unless otherwise agreed with the Customer.

2.2. All prices include applicable taxes unless otherwise stated.

2.3. The Customer agrees to pay applicable delivery, installation and other charges disclosed and agreed at the time of purchase and recorded on the relevant invoice, sales order or order confirmation.

2.4. OSMEN may refuse to accept an Order prior to confirmation.

2.5. Credit card payments may be subject to applicable fees and charges where permitted by law. Applicable fees will be disclosed to the Customer.

2.6. Interest-free financing may be provided through third-party providers, including ZIP Money, and is subject to the provider's applicable terms, conditions, eligibility requirements, fees and charges.

3. Product Information

3.1. OSMEN takes reasonable steps to ensure that product descriptions, specifications, photographs and other information are accurate.

3.2. Unless expressly stated otherwise, product measurements and dimensions are approximate and minor variations may occur.

3.3. Colours and finishes may vary slightly from photographs or digital representations due to lighting, photography, screen settings, manufacturing variations and the natural characteristics of materials.

3.4. Natural products and materials, including timber and stone, may exhibit variations in colour, grain, texture, pattern and other characteristics.

3.5. Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

4. Delivery and Access

4.1. Delivery dates and times provided by OSMEN are estimates only. Actual delivery times may vary depending on the delivery location, availability of Goods, transport conditions and circumstances beyond OSMEN's reasonable control.

4.2. OSMEN will use reasonable endeavours to meet estimated delivery dates and times.

4.3. The Customer is responsible for providing OSMEN with an accurate delivery address, contact information and relevant access information.

4.4. The Customer should notify OSMEN before delivery of access restrictions that may reasonably affect delivery or installation, including restricted entrances, stairs, lifts, narrow passages or other relevant site conditions.

4.5. Where OSMEN has arranged a delivery and the Customer or an authorised recipient is unavailable to accept the Goods at the agreed location, a reasonable additional delivery charge may apply to any subsequent delivery.

4.6. Delivery charges are payable in accordance with the Order and must be paid before delivery unless otherwise agreed.

4.7. OSMEN is not responsible for loss or damage caused to Goods after delivery as a result of subsequent movement, misuse, improper storage, neglect or damage by the Customer or a third party, except to the extent that OSMEN is responsible under applicable law.

4.8. Nothing in this section excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

5. Inspection and Damage Reporting

5.1. Customers should inspect Goods as soon as reasonably practicable following delivery or collection.

5.2. Visible delivery-related damage, including dents, scratches, missing parts or incorrect Goods, should be reported to OSMEN within 2 working days of delivery or collection.

5.3. Where OSMEN provides an assembly service at the time of delivery, visible issues should, where reasonably possible, be identified and recorded upon completion of assembly.

5.4. Customers making a claim should provide reasonable evidence requested by OSMEN, which may include photographs and proof of purchase, to assist OSMEN in investigating the issue.

5.5. A delay in reporting an issue may affect OSMEN's ability to determine when or how damage occurred. However, failure to report an issue within the period specified above does not exclude any rights or remedies available to the Customer under the Australian Consumer Law.

6. Change of Mind, Returns and Refunds

6.1. Customers should carefully review their Order before purchasing.

6.2. OSMEN does not provide refunds or exchanges for change of mind or mistakes in ordering, including where the Customer selects an unwanted colour, incorrect size or otherwise determines that the Goods are unsuitable, except where required by law or otherwise agreed by OSMEN.

6.3. This change-of-mind policy does not limit any right or remedy available to the Customer under the Australian Consumer Law.

7. Cancellation of Orders

7.1. OSMEN may cancel an accepted Order where OSMEN is reasonably unable to supply the Goods because of a supply shortage, discontinuation, circumstances beyond OSMEN's reasonable control or another legitimate reason that prevents fulfilment of the Order.

7.2. If OSMEN cancels an Order under clause 7.1, OSMEN will refund amounts paid by the Customer in respect of the Goods that OSMEN cannot supply.

7.3. A Customer may not cancel an accepted Order for change of mind without OSMEN's consent. OSMEN may grant or refuse such consent having regard to the circumstances of the Order.

7.4. OSMEN does not ordinarily accept change-of-mind cancellations, refunds or exchanges for:

• Factory Second Stock;
• clearance products;
• ex-display or floor stock;
• pre-ordered Goods;
• specially ordered Goods; or
• other non-stock Goods.

This does not affect rights or remedies available under the Australian Consumer Law.

7.5. If OSMEN agrees to a change-of-mind cancellation involving stocked Goods, OSMEN may provide Store Credit less a 20% restocking fee to cover reasonable administrative and handling costs associated with the cancellation.

For the purpose of this clause, stocked Goods do not include Factory Second Stock, clearance products, ex-display or floor stock, pre-ordered Goods, specially ordered Goods or other non-stock Goods.

8. Factory Seconds, Ex-Display and Floor Stock

8.1. Factory Second Stock, ex-display Goods and floor stock may contain disclosed imperfections, signs of display or use, cosmetic damage or other identified characteristics and may therefore be offered at a discounted price.

8.2. OSMEN will identify applicable Factory Second Stock, ex-display Goods or floor stock on the relevant sales documentation where reasonably practicable.

8.3. Customers purchasing these Goods should inspect the Goods and any disclosed defects or imperfections before completing the purchase where reasonably practicable.

8.4. Unless otherwise stated, Factory Second Stock, ex-display Goods and floor stock are provided with OSMEN's Structural Warranty rather than the General OSMEN Warranty.

8.5. OSMEN's voluntary warranty does not cover a defect, imperfection or characteristic that was specifically disclosed to and accepted by the Customer before purchase.

8.6. Nothing in this section excludes, restricts or modifies any applicable rights or remedies under the Australian Consumer Law.

9. General OSMEN Warranty

9.1. Unless otherwise stated, OSMEN provides a 12-month General OSMEN Warranty on furniture.

9.2. Different or limited voluntary warranty arrangements may apply to specified Goods, including Factory Second Stock, ex-display Goods, floor stock, selected end-of-line Goods and discontinued Goods. Applicable warranty information should be identified on the relevant sales documentation where appropriate.

9.3. Factory Second Stock, ex-display Goods and floor stock are ordinarily covered by the Structural Warranty described in section 8 rather than the General OSMEN Warranty.

9.4. To make a warranty claim, Customers may be required to complete OSMEN's customer service claim form and provide reasonable supporting evidence, including:

• photographs of the issue; and
• proof of purchase, such as the original sales invoice or another acceptable record of the transaction.

9.5. OSMEN will endeavour to assess warranty claims within 14–21 working days after receiving the information reasonably required to assess the claim.

9.6. OSMEN will assess claims having regard to the evidence provided, the applicable OSMEN Warranty and any rights or remedies available under the Australian Consumer Law.

9.7. OSMEN's voluntary warranty does not cover damage caused by misuse, neglect, improper maintenance, unauthorised modification or events outside the reasonable control of OSMEN, including storms, wind or flooding, unless otherwise expressly stated.

9.8. Timber products require appropriate maintenance. Customers should follow applicable manufacturer and OSMEN care instructions and use suitable maintenance products where required. Outdoor timber exposed continuously to weather without appropriate protection may deteriorate more rapidly.

9.9. Customers who notice unusually rapid deterioration should contact OSMEN for advice.

9.10. Glass, sintered stone and ceramic are not covered by the General OSMEN Warranty against damage caused after delivery by impact, misuse, unsuitable placement, extreme temperature exposure or other external causes. This clause does not exclude liability for defects or other rights that cannot lawfully be excluded.

9.11. Outdoor cushions are weather-resistant rather than waterproof. Water may penetrate cushions and adequate ventilation should be provided.

9.12. OSMEN recommends storing cushions in a dry and protected location when not in use and following applicable cleaning and maintenance instructions. Cushions should not be machine washed where the applicable care instructions prohibit machine washing.

9.13. Failure to reasonably maintain Goods in accordance with applicable care instructions may affect a voluntary warranty claim where the lack of maintenance caused or contributed to the relevant damage.

9.14. Unauthorised modifications that cause or contribute to a defect or damage may result in the relevant voluntary warranty claim being refused.

9.15. OSMEN's voluntary warranties apply to the original purchaser and are not ordinarily transferable following resale of the Goods.

9.16. Nothing in this General OSMEN Warranty excludes, restricts or modifies any consumer guarantee, right or remedy available under the Australian Consumer Law.

10. Australian Consumer Law

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.

OSMEN's voluntary warranties operate in addition to, and do not replace or limit, rights and remedies available under the Australian Consumer Law.

11. Customer Photos, Content and AI-Assisted Editing

11.1. This section applies where a Customer voluntarily sends, submits, uploads, tags OSMEN in for the purpose of sharing with OSMEN, or otherwise directly provides OSMEN with a photograph, video or other visual content ("Customer Content").

11.2. By voluntarily providing Customer Content to OSMEN, the Customer grants OSMEN a non-exclusive, royalty-free licence to reproduce, publish, display, communicate, adapt and use that Customer Content for OSMEN's advertising, promotional and marketing purposes.

11.3. This licence includes use of Customer Content on or in:

• OSMEN websites and online stores;
• social media;
• digital advertising;
• email marketing;
• catalogues and brochures;
• print advertising;
• in-store displays and promotional materials; and
• other OSMEN promotional channels.

11.4. The Customer permits OSMEN to make reasonable modifications to Customer Content for these purposes. These modifications may include cropping, resizing, reframing, retouching, colour and lighting adjustment, resolution enhancement, removal of incidental objects or visual distractions, background extension and other reasonable visual refinements.

11.5. OSMEN may use artificial intelligence and other digital editing technologies to perform or assist with the modifications described above.

11.6. OSMEN will not intentionally use AI-assisted or other editing techniques to materially misrepresent the appearance, characteristics, quality, dimensions, inclusions or performance of an OSMEN product.

11.7. By providing Customer Content to OSMEN, the Customer represents that:

(a) they created or own the Customer Content, or otherwise have sufficient authority to grant OSMEN the rights described in this section; and

(b) where identifiable people appear prominently in Customer Content, the Customer has obtained any permissions reasonably necessary to provide the content to OSMEN for the uses contemplated by this section.

11.8. OSMEN may crop, blur, remove or otherwise anonymise identifiable individuals, addresses, vehicle registration numbers or other personal information appearing in Customer Content where OSMEN considers this appropriate.

11.9. OSMEN is not obliged to publish or use Customer Content provided to it.

11.10. A Customer may contact OSMEN and request that OSMEN cease future use of particular Customer Content. OSMEN will take reasonable steps to cease future uses where practicable. This may not require OSMEN to recall, destroy or remove materials that have already been printed, distributed, published, supplied to third parties for an existing campaign or otherwise placed into circulation before the request was received.

11.11. The licence granted under this section does not arise merely because a Customer purchases Goods from OSMEN. It arises when the Customer voluntarily provides the relevant Customer Content to OSMEN.

12. Product Care and Maintenance

Customers should follow the care and maintenance instructions applicable to their Goods.

OSMEN provides additional maintenance information regarding matters including general furniture maintenance and cushion cleaning through its website and associated product documentation.

Failure to follow reasonable and applicable maintenance instructions may affect OSMEN's voluntary warranty where that failure caused or contributed to the relevant damage. It does not exclude rights that cannot lawfully be excluded under the Australian Consumer Law.

13. General

13.1. These Terms should be read together with the relevant Order, invoice, sales documentation and any additional written terms expressly agreed between OSMEN and the Customer.

13.2. If a particular OSMEN promotion contains additional terms and conditions, those promotional terms apply to the promotion in addition to these Terms.

13.3. If any provision of these Terms is invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

13.4. Nothing in these Terms is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.

Additional Policies and Information

Customers should also refer to OSMEN's applicable:

• General Maintenance guidance;
• Cushion Cleaning guidance;
• No Change of Mind Refund Policy;
• Warranty Exclusions guidance;
• Pickup Policy; and
• Delivery Policy.

Where an additional OSMEN policy is inconsistent with these Terms, these Terms apply to the extent of the inconsistency, except where the relevant sales document expressly provides otherwise or applicable law requires otherwise.

Australian Consumer Law

All OSMEN products come with rights and guarantees under the Australian Consumer Law (ACL). These rights apply automatically and cannot be excluded, restricted or modified by this Warranty and Returns Policy.

OSMEN's manufacturer's warranty and 30-Day Change-of-Mind Return Policy provide additional benefits and do not replace or limit any rights or remedies available under the Australian Consumer Law.

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.

Manufacturer's Warranty

Unless a different warranty period is expressly stated for a particular product, OSMEN provides a 12-month manufacturer's warranty from the date of delivery or collection covering manufacturing defects and defects in materials or workmanship.

This manufacturer's warranty is in addition to, and does not limit, the consumer guarantees and other rights and remedies available under the Australian Consumer Law. Your rights under the Australian Consumer Law may continue after the manufacturer's warranty period has expired.

Where a product is covered by the manufacturer's warranty, OSMEN will assess the nature and circumstances of the reported defect and provide an appropriate remedy where the claim is accepted.

Where only an individual component of a furniture setting is affected, OSMEN may repair or replace the affected component where appropriate. This does not limit a customer's entitlement to another remedy where required by the Australian Consumer Law.

Making a Warranty Claim

To make a warranty or consumer guarantee claim, please contact the OSMEN Service Team

To assist us in assessing your claim, you should provide:

• Proof of purchase or other reasonable evidence of the transaction;
  Photographs or video showing the reported issue, where reasonably available;
• A description of the fault or damage and the circumstances in which it occurred; and
• Any other information reasonably required to assess the claim.
  Customers may also be asked to complete an OSMEN Customer Service Claim Form.

An original sales invoice is not the only acceptable form of proof of purchase. Other reasonable evidence demonstrating that the product was purchased from OSMEN may be accepted.

OSMEN aims to assess warranty claims as promptly as reasonably possible. Many claims are assessed within 14–21 business days, although complex claims, inspections, availability of replacement parts or other circumstances may require additional time. We will keep customers informed where additional information or time is reasonably required.

Manufacturer's Warranty Exclusions

OSMEN's voluntary manufacturer's warranty does not cover damage or deterioration caused by circumstances unrelated to a manufacturing defect, including:

• Normal wear and tear consistent with the product's age, use and environment;
• Misuse, abuse, accidents, negligence or improper storage;
• Use of a product for a purpose for which it was not designed;
• Incorrect assembly or installation;
• Modification or unauthorised repair where the modification or repair caused or contributed to the reported fault or damage;
• Failure to follow supplied product instructions or reasonable care and maintenance requirements where that failure caused or contributed to the reported fault or damage;
• Damage caused by severe or adverse weather conditions, including strong winds, storms, flooding or other natural events;
• Damage caused by inappropriate chemicals or cleaning products;
• Damage resulting from extreme heat or cold beyond conditions for which the product was designed; or
• Damage occurring during transportation or relocation by the customer or a third party not engaged by OSMEN.

These exclusions apply to OSMEN's voluntary manufacturer's warranty only and do not exclude or restrict any rights that a customer may have under the Australian Consumer Law.

Timber Products

Timber is a natural material and variations in colour, grain, texture and appearance may occur. Natural characteristics that do not constitute a failure to meet a consumer guarantee are not considered manufacturing defects under OSMEN's voluntary manufacturer's warranty.

Outdoor timber requires appropriate care and maintenance. Customers should follow OSMEN's applicable care and maintenance instructions, including the recommended use of suitable timber-care products.

Where appropriate, we recommend using a suitable furniture cover to reduce exposure to weather and environmental conditions.

Failure to carry out reasonable maintenance may affect coverage under OSMEN's voluntary manufacturer's warranty where that failure caused or contributed to the reported damage.

Glass and Ceramic Products

OSMEN takes reasonable steps to inspect glass and ceramic components before delivery or collection.

Damage caused after delivery or collection by impact, misuse, improper handling or exposure to conditions outside those for which the product was designed is not covered by OSMEN's voluntary manufacturer's warranty

This does not affect any rights available under the Australian Consumer Law where the product is defective, unsafe, insufficiently durable or otherwise fails to meet an applicable consumer guarantee.

Outdoor Cushions

Unless expressly stated otherwise, OSMEN outdoor cushions are water-resistant, not waterproof. Extended exposure to water may allow moisture to penetrate the cushion.

Customers should follow the applicable product care instructions and, where recommended, store cushions in a dry, protected location when not in use.

Cushions should not be machine washed unless the product's specific care instructions state that machine washing is suitable.

Normal deterioration resulting from use and environmental exposure is not covered by OSMEN's voluntary manufacturer's warranty. This does not affect a customer's rights under the Australian Consumer Law.

Umbrellas

Outdoor umbrellas must be appropriately secured and should be closed and secured when unattended or during windy or adverse weather conditions.

Damage caused by wind, storms, adverse weather, incorrect installation or failure to appropriately secure an umbrella is not covered by OSMEN's voluntary manufacturer's warranty where those circumstances caused or contributed to the damage.

This exclusion does not affect a customer's rights under the Australian Consumer Law, including where an umbrella is not of acceptable quality or does not meet representations made about its intended use.

Floor Stock, Clearance and Discontinued Products

Floor stock, clearance, ex-demonstration, discontinued, seconds and other reduced products may display signs of previous handling, display or use.

Any known defects or damage relevant to the sale should be disclosed to the customer before purchase and may be recorded on the sales invoice or other sales documentation.

OSMEN's standard voluntary manufacturer's warranty does not apply to products expressly sold as floor stock, clearance, ex-demonstration or seconds.

However, these products remain subject to applicable consumer guarantees under the Australian Consumer Law. A customer may not be entitled to a remedy for a defect or condition that was specifically disclosed and accepted before purchase, but this does not exclude rights relating to other faults or failures covered by the Australian Consumer Law.

30-Day Change-of-Mind Returns — Online Purchases

OSMEN offers a 30-day change-of-mind return policy for eligible furniture purchased online. This policy is additional to your rights under the Australian Consumer Law.

OSMEN does not offer change-of-mind returns, refunds or exchanges for purchases made in-store. Please choose carefully before completing an in-store purchase.

This does not affect any rights or remedies available under the Australian Consumer Law. Customers may still be entitled to a repair, replacement, refund or other remedy where goods fail to meet an applicable consumer guarantee.

To qualify for a change-of-mind return:

• OSMEN must be contacted within 30 days of the customer receiving the product;
• The product must be unused, undamaged and in a condition suitable for resale;
• Original packaging must be retained and returned with the product where reasonably required under this change-of-mind policy;
• Proof of purchase or other reasonable evidence of the transaction must be provided;
• Unless otherwise agreed, the customer is responsible for the cost of returning the goods;
• Original delivery, assembly, installation or other service charges may not be refundable where those services have already been supplied;
• Approved refunds will be returned using the original payment method where reasonably practicable; and
• Floor stock, clearance, ex-demonstration, seconds and other products expressly identified as excluded from change-of-mind returns are not eligible for OSMEN's voluntary 30-day change-of-mind policy.

Online change-of-mind returns must be returned to: OSMEN 134 Gipps Road Smithfield NSW 2164

Unless otherwise agreed by OSMEN, the customer is responsible for arranging and paying for transportation of goods returned under the voluntary change-of-mind policy.

These conditions apply only to change-of-mind returns. They do not limit a customer's rights to a repair, replacement, refund or other remedy where goods fail to meet a consumer guarantee under the Australian Consumer Law.

Contacting OSMEN

For warranty claims, returns or assistance with your product, please contact the OSMEN Service Team.

Phone: 1300 9 OSMEN
Email: service@osmen.com.au

Pick Up

1. Pick Up appointments must be booked in advance through OSMEN's website or by contacting our Service Team on 1300 9 OSMEN. Drop-in collections are not permitted.
2. Customers must present proof of purchase when collecting their goods. Where another person is collecting an order on the customer's behalf, OSMEN may require appropriate confirmation or identification before releasing the goods.
3. Customers are responsible for ensuring that their vehicle is suitable for safely transporting the goods being collected. OSMEN reserves the right to decline to load goods where doing so would present a safety risk or where the vehicle is unsuitable.
4. Customers should inspect their goods upon collection and notify OSMEN staff of any apparent missing items or visible damage before leaving the collection location.
5. Customers are responsible for the correct assembly and installation of products collected from OSMEN. If you are unsure about the assembly process, please contact our Service Team for assistance. OSMEN cannot accept responsibility for damage caused by incorrect assembly, installation or handling, subject to your rights under the Australian Consumer Law.

Deliveries

1. OSMEN aims to complete deliveries within the estimated timeframe provided at the time of purchase. Delivery dates and timeframes provided before confirmation are estimates only. The final delivery date will be confirmed by the OSMEN Service Team, generally approximately two days before delivery.
2. Customers must confirm the delivery arrangements when contacted by the OSMEN Service Team. If we are unable to obtain confirmation, the delivery may be postponed until contact is made and a new delivery date can be arranged.
3. Customers are responsible for providing a complete and accurate delivery address, contact details and all relevant information about access to the property. This includes, but is not limited to, stairs, lifts, narrow passages, gated access, high-rise buildings, restricted parking and other conditions that may affect delivery.
4. Where stairs are present, customers must accurately advise OSMEN of the number of flights and any relevant access restrictions before delivery. Undisclosed or incorrectly described access conditions may result in additional charges, rescheduling or an inability to complete the delivery.
5. A customer or an authorised person must be present and available to receive the goods at the agreed delivery location unless alternative arrangements have been expressly agreed with OSMEN. If delivery cannot be completed because nobody is available to receive the goods, additional delivery or redelivery fees may apply.
6. Additional charges may apply where a delivery cannot be completed, or requires additional labour or services, because information supplied by the customer was incomplete or incorrect. This may include an incorrect address, undisclosed stairs or access restrictions, or an inability to contact the nominated recipient.
7. OSMEN reserves the right to postpone or decline a delivery where our delivery team reasonably considers the location or requested delivery method unsafe. This may include construction sites, unsafe or obstructed access, unsuitable stairs or other hazardous conditions. OSMEN will not deliver goods over balcony railings or through windows.
8. Standard OSMEN deliveries are scheduled according to our delivery routes and the customer's postcode. Certain areas may only be serviced on designated days. Requests for delivery outside the standard schedule may incur an additional fee and are subject to availability.
9. Delivery charges are generally calculated according to the applicable delivery area and service. Additional freight or handling charges may apply to unusually large, heavy or high-volume orders. Where additional charges are required, OSMEN will advise the customer and provide a quote before arranging the relevant delivery service.
10. Customers should inspect goods at the time of delivery where reasonably possible. Any visible damage to the goods should be reported to the delivery driver and to OSMEN's Service Team as soon as possible at service@osmen.com.au, together with photographs where available.
11. Any damage to the customer's property that is believed to have occurred during delivery should also be reported to the delivery driver and to service@osmen.com.au as soon as possible, with supporting photographs where available. OSMEN's Service Team will review and follow up the report.

Delivery by Third Parties

1. Where OSMEN is unable to deliver an order using its own delivery service, we may engage a third-party courier, carrier or freight company to complete the delivery.
2. Customers must provide an accurate Australian delivery address and appropriate contact details. We do not deliver to PO boxes or freight-forwarding addresses.
3. Customers must advise OSMEN of any access restrictions or special delivery requirements before dispatch, including gated access, apartments, high-rise buildings, stairs or locations where the recipient must be present.
4. Third-party carriers may operate under different delivery schedules and procedures from OSMEN's own delivery service. As a result, we may be unable to provide an exact delivery time. Where available, tracking information or an estimated delivery date will be provided.
5. Additional charges may apply where special freight services, difficult access, redelivery or other circumstances outside the standard delivery service result in additional carrier charges. Where reasonably practicable, OSMEN will advise the customer of these charges before they are incurred.