Shipping, Delivery & Returns

Last updated: 31 July 2026

Applies to products purchased through MVP Products and the Cloud by MVP furniture, fittings and equipment (FF&E) range.

1. Made-to-order, internationally supplied

Most items we supply are made to order and manufactured by our overseas supply partners, primarily in China. They are not held in stock in Australia and are produced once your order is confirmed. Because each order is manufactured to your specification and shipped internationally, our process differs from standard local retail. Product images are indicative renders or samples, and items may be substituted with equivalents of equal or better quality where a specified component is unavailable.

2. Lead times

As our products are made to order and shipped from overseas (primarily China), lead times are longer than domestic retail. Indicative lead time is approximately 10 to 16 weeks from confirmed order and receipt of deposit, depending on the items selected, production schedules, international freight, and customs clearance. Your specific lead time is estimated at the time of quotation and confirmed on order. Lead times are estimates only and are not guaranteed. We are not liable for delays caused by manufacturing, international freight, shipping schedules, port congestion, customs or quarantine inspection, weather, or other factors outside our reasonable control. We strongly recommend placing your order early so delivery aligns with your build, fit-out, or handover program.

3. Freight, customs and import

Freight from our overseas partners to your nominated Australian address is quoted with your package. Unless your quotation expressly states otherwise, quoted prices include international freight and the applicable import duties and taxes required to clear the goods into Australia. Where any duty, tax, levy, or inspection charge is not included, it will be identified in your quotation. Delivery timeframes include an allowance for customs clearance but may be affected by inspection or documentation requirements beyond our control.

4. Delivery and installation

Delivery to your nominated address is quoted with your package. Assembly, placement, and installation are quoted on application. We coordinate delivery and installation to align with your program where possible. You are responsible for ensuring safe and adequate access to the delivery location. Risk in the goods passes to you on delivery.

5. Payment and orders

Orders are placed on a quotation basis. A deposit is required to confirm your order and commence production; production and freight are only scheduled once the deposit is received. The balance is payable in accordance with the terms set out in your order or quotation. Prices are based on costs at the time of quotation. Where exchange rates, freight, duties, or supplier costs change materially before your order is confirmed, we may need to re-quote.

6. Cancellations and change of mind

Because our products are made to order and manufactured overseas, cancellations are limited once production or freight has commenced. You may cancel or vary an order before production begins, subject to the terms of your order. Deposits may be non-refundable to the extent that costs (including materials, production, or freight) have already been incurred on your behalf. We do not offer change-of-mind refunds on made-to-order items once production or international freight has commenced.

7. Faulty, damaged or incorrect goods (your consumer rights)

Nothing in this policy limits or excludes your rights 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 to 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. Because goods are shipped internationally, please inspect your delivery on arrival and contact us promptly, ideally within 7 days of delivery, at support@mvpgroup.group with your order details, a description of the issue, and photographs, so we can assess and arrange repair, replacement, or refund as required by law. Please retain all packaging until any issue is resolved, as it may be needed to assess transit damage.

8. Contact us

For any shipping, delivery, or returns questions, please contact:

MVP Consultants Pty Ltd (trading as MVP Group)
Email: support@mvpgroup.group
Address: 10 Davenport Street, Karrinyup, Perth WA 6018