Shopping Policy & Terms and Conditions

Last Updated: April 2026  |  ABN: 30 787 789 274

[email protected]  |  1300 701 228  |  biso.com.au

IMPORTANT: By accessing our website or placing an order with BISO Arts & Crafts, you confirm that you have read, understood, and agreed to these Terms and Conditions in full. If you do not agree, please do not use our website or place an order.

Part 1 — About These Terms

1.1 Who We Are

BISO Arts & Crafts (“BISO”, “we”, “us”, “our”) is an Australian business registered under ABN 30 787 789 274, operating from Western Australia. We source and sell authentic, handcrafted Sri Lankan arts, wooden carvings, masks, statues, and home decor items to customers across Australia via our website at biso.com.au.

1.2 These Terms

These Terms and Conditions (“Terms”) govern your use of our website and your purchase of products from us. They form a legally binding agreement between you (“the customer”, “you”) and BISO Arts & Crafts.

These Terms apply to all orders placed through biso.com.au, whether as a guest or registered account holder. By completing a purchase, you agree to be bound by these Terms in addition to any other policies referenced herein, including our Privacy Policy.

1.3 Changes to These Terms

We reserve the right to update or modify these Terms at any time. Changes will be posted on our website with a revised date. Continued use of our website or placement of new orders after any changes constitutes acceptance of the revised Terms. We recommend checking this page periodically.

1.4 Governing Law

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Western Australia, without limiting your rights as a consumer under the Australian Consumer Law.

Part 2 — Website Use

2.1 Eligibility

By using our website, you confirm that you are at least 18 years of age, or that you are accessing the site with the consent of a parent or legal guardian. You confirm that all information you provide to us is accurate, current, and complete.

2.2 Account Registration

You may create an account to shop on our website. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Please notify us immediately at [email protected] if you suspect any unauthorised use of your account.

We reserve the right to suspend or terminate accounts that we believe are being used fraudulently or in breach of these Terms.

2.3 Prohibited Use

You must not use our website to:

• Post or transmit any unlawful, harmful, or misleading content
• Attempt to gain unauthorised access to any part of our website or systems
• Scrape, copy, or reproduce our product listings, images, or descriptions without our written permission
• Use automated tools or bots to interact with our website
• Engage in any conduct that could damage, disable, or impair our website
• Impersonate another person or entity

2.4 Website Availability

We aim to keep our website available at all times but do not guarantee uninterrupted access. We may suspend or withdraw access to our website for maintenance, updates, or other operational reasons without prior notice. BISO is not liable for any loss or inconvenience caused by website downtime.

2.5 Third-Party Links

Our website may contain links to third-party websites, including our artisan partners and social media platforms. These links are provided for convenience only. BISO does not endorse, control, or take responsibility for the content or practices of any third-party websites. You access such sites at your own risk.

2.6 Intellectual Property

All content on biso.com.au — including product photographs, descriptions, the BISO brand name and logo, blog articles, and artisan stories — is owned by or licensed to BISO Arts & Crafts and is protected by Australian copyright law.

You may not reproduce, republish, distribute, or commercially exploit any content from our website without our prior written consent. Personal, non-commercial use (such as saving a product image for your own reference) is permitted.

The cultural heritage and traditional designs reflected in our products are the creative work of our artisan partners. We acknowledge and respect their intellectual and cultural contributions.

Part 3 — Ordering

3.1 How a Contract is Formed

When you place an order on biso.com.au, you are making an offer to purchase the selected products. A binding contract between you and BISO is only formed when we send you an order confirmation email. Until that point, we reserve the right to decline or cancel your order for any reason.

We reserve the right to refuse or cancel orders where:

• A product is listed at an incorrect price due to a typographical error
• The product is no longer available or is out of stock
• We are unable to verify payment or identify suspected fraud
• The order cannot be fulfilled for logistical reasons

If we cancel your order after payment has been processed, we will issue a full refund promptly.

3.2 Order Confirmation

Once your order is placed and payment is verified, you will receive an order confirmation email to the address provided at checkout. Please check your spam or junk folder if you do not receive it within 30 minutes. If you have not received a confirmation within 24 hours, contact us at [email protected].

3.3 Accuracy of Product Descriptions

We make every effort to ensure our product descriptions, images, dimensions, and materials are accurate. However, please be aware that:

• Product photographs are taken under studio lighting and colours may appear slightly different on your screen depending on your display settings
• Sizes and weights listed on product pages are approximate guides only — because every item is made entirely by hand, small variations in dimensions and weight are natural and expected
• We reserve the right to correct any errors in product descriptions at any time

All BISO products are individually handcrafted by skilled artisans in Sri Lanka. Because every piece is made entirely by hand, sizes and weights listed on our product pages are guides only — small differences in dimensions and weight are a natural and expected part of the handmaking process. Minor natural variations in size, weight, colour, wood grain, and painted finish are inherent characteristics of genuine handmade goods, not defects. These differences make each piece truly one of a kind and are not grounds for return or refund unless the item significantly misrepresents its listing. If you have any concerns, please contact us at [email protected] before purchasing.

3.4 Stock Availability

Product availability is shown on our website but is not guaranteed. In the event that an item you have ordered becomes unavailable after your order is placed, we will contact you promptly to offer a suitable alternative, a store credit, or a full refund.

3.5 Pre-Orders

Some items may be available for pre-order where stock is being sourced directly from our artisans in Sri Lanka. Pre-order lead times are indicated on the product page. By placing a pre-order, you accept that delivery may take longer than standard orders. Pre-order payments are processed at the time of ordering. You may cancel a pre-order for a full refund at any time before the item is dispatched by contacting us at [email protected].

3.6 Customisation & Bespoke Orders

We accept custom and bespoke orders through direct enquiry at [email protected]. Custom orders are subject to separate agreement on pricing, lead times, and specifications. As custom items are made specifically for you, they are non-refundable and non-exchangeable unless they arrive faulty or significantly different from what was agreed in writing.

Part 4 — Pricing & Payment

4.1 Pricing

All prices on our website are displayed in Australian Dollars (AUD) and include Goods and Services Tax (GST) where applicable. Prices are subject to change without notice. The price applicable to your order is the price shown at the time you complete your purchase.

4.2 GST

BISO Arts & Crafts is registered for GST in Australia. GST is included in the displayed price for all products sold to Australian customers. A tax invoice will be provided in your order confirmation email.

4.3 Pricing Errors

If a product is listed at an incorrect price due to a typographical error or system fault, we reserve the right to cancel the order and issue a full refund, even after an order confirmation has been sent. We will notify you as soon as the error is identified and offer you the option to reorder at the correct price.

4.4 Promotional Pricing & Discount Codes

From time to time we may offer promotional pricing, sale items, or discount codes. Promotional prices are only valid for the specified period. Discount codes must be applied at checkout and cannot be applied retrospectively. We reserve the right to withdraw promotions at any time.

Sale items are sold at a reduced price and are eligible for return only where required under Australian Consumer Law (i.e., the item is faulty, damaged, or incorrectly described).

4.5 Payment Methods

We accept the following secure payment methods:

• Visa and Mastercard (via Stripe)
• PayPal

All transactions are encrypted using SSL technology. BISO does not store, access, or retain your full credit card or banking details. Payment processing is handled entirely by Stripe and PayPal, which comply with PCI DSS security standards.

4.6 Payment Failure

If your payment is declined or fails, your order will not be confirmed. Please check your payment details and try again, or contact your bank. If you continue to experience issues, contact us at [email protected] and we will assist you.

4.7 Currency

All transactions are processed in Australian Dollars (AUD). Our website displays prices in AUD by default, with an option to view approximate USD equivalents for reference only. The AUD price is the binding price at checkout. Any currency conversion fees charged by your bank or payment provider are your responsibility.

Part 5 — Shipping & Delivery

5.1 Shipping Destinations

We currently ship to all states and territories within Australia. We do not currently offer international shipping. If you are located outside Australia and would like to enquire about ordering, please contact us at [email protected].

5.2 Shipping Costs

Shipping costs are calculated at checkout based on the weight, size, and destination of your order. Free shipping is available on orders over $100 AUD. Some selected items may qualify for complimentary shipping regardless of order value — this is indicated on the product page.

5.3 Dispatch Timeframes

Orders are typically dispatched within 2–5 business days of payment confirmation. During peak periods (such as Christmas, Easter, or following promotional sales), dispatch times may be longer. You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Pre-orders and custom orders have separate lead times as communicated at the time of ordering.

5.4 Estimated Delivery Times

Once dispatched, estimated delivery times are:

• Western Australia: 2–5 business days
• New South Wales, Victoria, Queensland, South Australia: 5–10 business days
• Northern Territory, Tasmania, and remote areas: 7–14 business days

These are estimates only and are not guaranteed. Delays may occur due to carrier issues, weather events, or peak periods. BISO is not liable for delays outside our control once an item has been dispatched.

5.5 Packaging

All items are carefully packed to protect them during transit. Fragile items are individually wrapped and boxed with protective materials. We take care to ensure your purchase arrives in the condition it left us.

5.6 Risk & Title

Risk of loss or damage to your order passes to you upon delivery to the delivery address you provided. Title (ownership) of the goods passes to you upon receipt of full payment.

5.7 Undeliverable Parcels

If a parcel is returned to us as undeliverable due to an incorrect address, failure to collect, or other reasons within your control, we will contact you to arrange re-delivery. Re-delivery shipping costs will be at your expense. If we are unable to contact you within 14 days, we reserve the right to issue a partial refund (excluding original and re-delivery shipping costs).

5.8 Delivery Address

Please ensure your delivery address is accurate at the time of ordering. BISO is not responsible for orders delivered to an incorrect address provided by you. If you notice an error in your delivery address after placing an order, contact us immediately at [email protected]. We will do our best to update the address before dispatch, but cannot guarantee changes once an order has been shipped.

5.9 Tracking

A tracking number will be included in your shipping confirmation email for all orders. You can use this number to track your parcel through the carrier’s website. If your tracking shows the parcel as delivered but you have not received it, please check with neighbours or your building manager first, then contact us.

Part 6 — Returns, Refunds & Exchanges

Your rights under the Australian Consumer Law (ACL) apply in addition to this policy and are not limited by anything stated here. If there is any conflict between this policy and the ACL, the ACL prevails.

6.1 Understanding Handmade Variation

All BISO products are individually handcrafted by artisans using traditional Sri Lankan techniques. The following are inherent characteristics of authentic handmade goods and do not constitute defects:

• Sizes and weights listed on product pages are approximate guides only — small differences in dimensions and weight are a natural result of the handmaking process and are to be expected
• Differences in wood grain, knots, texture, and natural colour tones
• Slight variations in hand-painted colours and finishes compared to product photographs
• Small tool marks or surface texture differences visible upon close inspection

If you have questions about a specific product before purchasing, contact us at [email protected] and we will provide additional detail or photos.

6.2 Change of Mind Returns

We offer a 30-day change of mind return window from the date of delivery. To be eligible:

• The item must be unused, undamaged, and in its original condition
• The item must be returned in its original packaging
• You must contact us at [email protected] before sending any item back
• The return must be initiated within 30 days of the confirmed delivery date

Change of mind returns are not accepted for:

• Gift cards
• Custom or bespoke orders made to your specifications
• Items that have been used, assembled, modified, or damaged after delivery
• Items returned outside the 30-day window

Return shipping costs for change of mind returns are the customer’s responsibility. We recommend using a trackable service. BISO is not responsible for items lost or damaged in return transit.

6.3 Faulty, Damaged, or Incorrectly Described Items

Under the Australian Consumer Law, you are entitled to a remedy if a product:

• Has a fault or defect that goes beyond the natural handmade variation described in clause 6.1
• Does not match its product description in a significant way
• Is not fit for its stated purpose
• Arrives damaged due to transit

Please contact us at [email protected] within 30 days of delivery with:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging

We will assess your claim and offer an appropriate remedy, which may include:

• Replacement of the item (subject to stock availability)
• Store credit
• Full refund to your original payment method

For major faults under the ACL, you may choose your preferred remedy. For minor faults, BISO reserves the right to offer a reasonable remedy such as repair, replacement, or partial refund. Return shipping costs for faulty or incorrectly described items are covered by BISO.

6.4 Transit Damage

If your order arrives damaged in transit, please photograph the item and all packaging immediately upon receipt and contact us within 5 days of delivery at [email protected]. Please retain all original packaging as it may be required for a carrier claim. We will arrange a replacement or refund promptly.

6.5 How to Initiate a Return

1. Email [email protected] or call 1300 701 228 within 30 days of delivery
2. Include your order number, the reason for your return, and photos if applicable
3. We will review your request and respond within 2 business days with a decision and return instructions
4. Once approved, carefully repack the item in its original packaging. We will email you our return address — please do not send any item back until you have received this from us
5. Email us your tracking number so we can monitor the return

Do not return any item without receiving prior written approval from us. Returns sent without approval may not be accepted and will be returned to sender at your cost.

6.6 Refund Processing

Once we receive and inspect your returned item, we will notify you within 3 business days of our decision. If approved, your refund will be applied to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Please note:

• Original shipping fees are non-refundable unless the item was faulty, damaged in transit, or incorrectly described
• Return shipping costs for change of mind returns will be deducted from the refund amount
• Sale and promotional items are only eligible for refund under the ACL (faulty, damaged, or incorrectly described)
• Store credits do not expire and can be applied to any future BISO purchase

6.7 Exchanges

We offer exchanges for a different product or size within 30 days of delivery, subject to stock availability. Items must be returned in their original, unused condition. To request an exchange, email us at [email protected] with your order number and the item you would like instead — we will guide you through the process. Please note that because all BISO products are individually handcrafted, the replacement item may have minor natural variations in size, weight, colour, wood grain, or painted finish. These are the hallmarks of genuine handmade goods and are not defects. If you would like to see photos of the available replacement piece before we proceed, just ask and we will be happy to share them.

6.8 Gift Returns

If you received a BISO item as a gift, please contact us with the original order number (if available) and your own contact details. We can generally offer store credit or an exchange within 30 days of the original delivery date.

Part 7 — Consumer Guarantees & Australian Consumer Law

7.1 Your Statutory Rights

Nothing in these Terms limits or excludes any rights or guarantees you have under the Australian Consumer Law (ACL). As an Australian consumer, you have the right to expect that products we sell:

• Are of acceptable quality
• Are fit for any purpose we describe or you make known to us
• Match their description
• Come with full title and undisturbed possession

7.2 Consumer Guarantees Cannot be Excluded

Our products 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

7.3 Limitation of Liability

To the extent permitted by the ACL, BISO’s total liability for any claim arising from the purchase of our products is limited to the purchase price of the product(s) in question. We are not liable for any indirect, consequential, special, or incidental loss or damage arising from the use of our products or website.

This limitation does not apply where it is prohibited by Australian Consumer Law.

Part 8 — Product Use & Safety

8.1 Intended Use

All BISO products are handcrafted decorative art pieces intended for indoor display only. They are not designed or tested as toys, children’s items, or functional household objects. BISO is not liable for any damage or injury resulting from use of our products in a manner inconsistent with their intended decorative purpose.

8.2 Children & Pets

Our products may contain small parts, sharp carved details, or painted surfaces. We recommend keeping all BISO items out of reach of children under 12 years of age and pets. Supervision is recommended if items are accessible to children.

8.3 Outdoor Use

Our wooden items are designed for indoor display only. Prolonged exposure to direct sunlight, moisture, rain, or extreme temperature changes can cause warping, cracking, fading, or deterioration. BISO is not responsible for damage caused by outdoor use or improper storage.

8.4 Product Care

To maintain the quality and appearance of your BISO piece:

• Dust regularly with a soft, dry cloth
• Avoid prolonged direct sunlight
• Keep away from excessive moisture, steam, or humidity
• Do not submerge in water or use chemical cleaners
• Occasionally apply a small amount of natural wood oil to unfinished or lightly finished pieces to maintain lustre

Part 9 — Privacy

9.1 Privacy Policy

Your privacy is important to us. Our collection, use, and handling of your personal information is governed by our separate Privacy Policy, available at biso.com.au/privacy-policy. By using our website and placing orders, you consent to the practices described in our Privacy Policy.

9.2 Marketing Communications

We will only send you marketing communications if you have opted in. You may unsubscribe at any time by clicking the unsubscribe link in any email or by contacting us at [email protected]. Opting out of marketing will not affect transactional communications related to your orders.

Part 10 — Dispute Resolution

10.1 Contact Us First

If you have a complaint or dispute regarding an order or these Terms, please contact us first. We are a small, passionate team and we genuinely want to resolve any issues quickly and fairly.

Email:  [email protected]

Phone:  1300 701 228

Support:  7 days a week – call 1300 701 228 or email [email protected] anytime

We aim to respond to all complaints within 2 business days and to resolve issues within 14 business days.

10.2 External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you may contact:

• Consumer Protection WA: consumerprotection.wa.gov.au |  1300 304 054
• Australian Competition & Consumer Commission (ACCC): accc.gov.au |  1300 302 502
• Office of the Australian Information Commissioner (privacy matters): oaic.gov.au |  1300 363 992

10.3 Governing Law & Jurisdiction

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Western Australia. Nothing in this clause limits your rights as a consumer to bring proceedings in your local jurisdiction.

Part 11 — General Provisions

11.1 Entire Agreement

These Terms, together with our Privacy Policy and any specific product or custom order agreement, constitute the entire agreement between you and BISO regarding the purchase of our products and use of our website. They supersede all prior discussions, representations, or agreements.

11.2 Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be severed and the remaining Terms will continue in full force and effect.

11.3 Waiver

A failure by BISO to exercise or enforce any right under these Terms does not constitute a waiver of that right.

11.4 Force Majeure

BISO is not liable for any delay or failure to perform our obligations under these Terms where that delay or failure is caused by circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, supplier disruptions, carrier failures, or government actions. We will notify you as soon as practicable and make reasonable efforts to fulfil your order.

11.5 Assignment

You may not assign or transfer any rights or obligations under these Terms without our prior written consent. BISO may assign these Terms to a successor business without your consent, provided your rights are not materially affected.

Contact Us

For any questions about these Terms, your order, or our products, please reach out to our team:

Email:  [email protected]

Phone:  1300 701 228

Support:  7 days a week – call 1300 701 228 or email [email protected] anytime

Website:  https://biso.com.au/contact-us/

Instagram:  @biso_au

Facebook:  facebook.com/bisoarts

ABN:  30 787 789 274

This document is effective as of April 2026 and complies with the Australian Consumer Law (Competition and Consumer Act 2010) and applicable Western Australian law.

© 2026 BISO Arts & Craft