About Us

Welcome to Blanc9

Blanc9 is an online retail and lifestyle store operating through blanc9.shop. We offer practical and attractive products intended to add convenience, comfort and enjoyment to everyday life. References in this statement to “Blanc9”, “we”, “us” or “our” mean the operator of blanc9.shop. Our customer service email is info@blanc9.shop.

Our aim is to make online shopping clear and straightforward. We seek to describe products accurately, display prices transparently, provide useful order information and support customers before and after purchase. The product page, checkout page, order confirmation and the policies available on this website together explain the key terms applying to an order.

Our products

Our range may include home, lifestyle, personal, seasonal, gift and everyday-use products, including personalised or made-to-order goods where stated. The selection may change over time. Product photographs are intended to represent each item fairly, but colours, tones, textures and finishes may appear different depending on screen settings, lighting and natural variations in materials. Measurements are approximate unless a product page expressly states otherwise. Customers should review dimensions, materials, compatibility, intended environment, care information, age guidance and safety instructions before ordering.

Where an item is handmade, hand-finished or made from natural materials, minor differences in grain, colour, texture, pattern or finish are not normally faults; they are part of the character of the product. Nothing in this statement limits a customer’s rights where goods are unsafe, faulty, not as described, not of acceptable quality or unfit for a purpose made known to us.

Personalised and made-to-order products

Some products may be printed, engraved, cut, coloured or otherwise produced to a customer’s chosen wording, design, size or specification. The product page will identify when an item is personalised or made to order. Customers are responsible for checking names, dates, spelling, punctuation, measurements, orientation and other submitted details before payment. Where we provide a proof, production may begin after the proof is approved or after the stated approval deadline.

Personalisation does not reduce the customer’s right to receive goods that match the agreed specification and are of acceptable quality. However, clearly personalised or made-to-specification goods are excluded from our voluntary change-of-mind policy once the order has been accepted for production.

Responsible display and installation

Customers should use products only for their stated purpose and follow supplied assembly, installation, age, electrical, care and safety instructions. Outdoor suitability, weather resistance, batteries, fixings and accessories are included only when expressly stated on the product page. A suitably qualified or competent installer should be used where the product, location, weight, height, electrical connection or supporting surface makes this appropriate.

Ordering from us

Orders are placed through blanc9.shop. Before submitting an order, customers can review their basket, correct errors and see the total price payable. Any mandatory charges will be shown before payment. Standard delivery is free on all orders, and our usual estimated delivery time is 15–20 days. More detail appears in our Shipping Policy.

An acknowledgement that we have received an order does not itself mean that we have accepted it. A contract is formed when we send an order confirmation accepting the order or, if earlier, when we dispatch the goods. We may decline or cancel an order where an item is unavailable, a price or description contains an obvious error, payment cannot be authorised, delivery is not possible, or we reasonably suspect fraud or unlawful activity. If we cancel after payment, we will refund the amount paid for the cancelled item.

Customer care

For questions about products, orders, delivery, returns, privacy or these policies, email info@blanc9.shop. Please include the order number when contacting us about an existing order. We aim to respond within a reasonable time and to resolve concerns fairly.

If a customer tells us that a product is damaged, faulty, missing or incorrect, we may request photographs or other reasonable information so that we can investigate and arrange an appropriate remedy. Any request for evidence will be proportionate and will not be used to remove or reduce rights provided by the Australian Consumer Law.

Fair dealing

We do not permit fake or misleading reviews. Any incentivised review must be clearly identified, and we may take reasonable and proportionate steps to verify, moderate and remove reviews that are fake, unlawful or misleading. We will not suppress genuine negative reviews merely because they are unfavourable.

We also seek to avoid hidden mandatory charges, misleading urgency claims and other unfair commercial practices. Promotions are subject to their published terms and availability. A comparison price or discount will be presented only where we have a reasonable basis for it.

Important information

Our policies are written for customers purchasing as consumers in Australia. Mandatory consumer protections continue to apply regardless of anything in our policies. These policies may be updated to reflect changes in our operations or the law. The version in force when an order is accepted generally governs that order, except where a change is required by law or benefits the customer.

This About Us statement is general information about our store. It is not a substitute for the Return and Refund Policy, Privacy Policy, Terms of Service, Shipping Policy or Legal Notice, all of which should be read where relevant.

How we select and describe products

We assess products by reference to their stated materials, dimensions, finish, intended use, production method and available supplier information. A product page may also explain whether an item is decorative, suitable for outdoor use, supplied with fixings, made to order or personalised. Customers should rely on the written description and specification rather than assuming that accessories, frames, tools, fixings or background objects shown in a lifestyle photograph are included.

We may improve a product or its packaging over time. A change that does not materially affect the product’s appearance, quality, function or the customer’s statutory rights may be introduced without prior notice. If a material feature changes after an order is placed, we will not substitute the changed product without informing the customer and, where appropriate, obtaining agreement.

Materials, finishes and ageing

Metal, timber, acrylic, textile, composite, printed and coated products can react differently to sunlight, moisture, temperature, cleaning chemicals and physical contact. The product page and supplied instructions should be checked before placing an item outdoors, near machinery, or in a damp or high-temperature area. “Weather resistant” does not necessarily mean that a product can be permanently submerged or exposed to all conditions without maintenance.

Normal ageing, gradual fading, patination, minor surface variation and wear caused by use are not necessarily defects. This does not apply where deterioration is premature, inconsistent with the description, caused by an inherent fault, or otherwise means that the goods do not meet the standards required by law.

Order communication

Order acknowledgements, proof requests, approval reminders, dispatch notices and service messages are sent to the contact information supplied at checkout. Customers should check that their email address is correct and review junk or spam folders. A failure to see a routine message does not remove statutory rights, but it may delay a personalised order where production reasonably depends on the customer’s response.

We will not ask a customer to send a complete payment-card number, security code or account password by ordinary email. Suspicious messages purporting to come from us should be reported to info@blanc9.shop.

Product safety and recalls

Customers should read and retain warnings, installation instructions and care information supplied with a product. If we become aware of a material safety issue, we may contact affected customers using order records, publish a notice, suspend sales, provide corrective instructions, arrange a repair or replacement, or conduct a recall as appropriate. Customers should stop using a product and contact us if they reasonably believe it presents an unexpected safety risk.

Products offered to Australian customers must comply with applicable mandatory safety and information standards and must not be subject to an Australian ban. Where a notifiable safety incident or voluntary recall occurs, we will cooperate with the Australian Competition and Consumer Commission or other responsible regulator and make the notifications required by the Australian Consumer Law.

Our service commitments

We aim to communicate in plain language, honour published prices and promotions, protect personal information, respond reasonably to complaints, and offer the remedies required by law. We review repeated complaints, damage patterns and delivery problems so that product information, packaging and operational processes can be improved.

We do not promise that every product will suit every space or preference. Our responsibility is to provide accurate material information, supply goods conforming to the contract, and administer orders fairly. Customers remain responsible for decisions that depend on facts not disclosed to us, such as unusual installation surfaces, restricted premises or a need for a particular regulatory certification.

Quality checks

Depending on the product and fulfilment method, quality checks may include confirming the ordered design, checking obvious print or finish issues, reviewing packaging protection and verifying the number of components. These checks reduce avoidable errors but do not replace the customer’s legal right to a remedy if a problem is discovered after delivery.

Pricing and promotions

We aim to display the total mandatory price clearly before an order is placed. Promotional claims, comparison prices and limited-time statements should have a genuine basis and be explained sufficiently for customers to understand the offer. Discounts may be restricted to identified products or periods, but those restrictions will not be used to avoid rights applying to an accepted order.

Supporting personalised orders

Personalised production works best when instructions are clear. Customers may contact us before ordering if a product option, character limit, image requirement or measurement is unclear. We may request a higher-resolution file, confirmation of unusual wording or approval of a revised layout. We will not intentionally correct a name, date or wording supplied by a customer without agreement, because an unusual spelling may be deliberate.

If artwork cannot be reproduced at a reasonable quality, we may ask for an alternative or decline the personalised order and refund any amount paid. We will not replace a customer’s design with materially different content without permission.

Availability and discontinued products

Availability can change because of material supply, production capacity or quality concerns. If an item becomes unavailable before acceptance, we may decline the order. If availability changes after acceptance, we will explain the options, which may include waiting for a clearly stated period, accepting a suitable alternative voluntarily, or cancelling for a refund. A customer is never required to accept a materially different substitute.

Environmental considerations

We seek to avoid unnecessary packaging while providing sufficient protection for flat, rigid, sharp-edged or fragile products. Customers should reuse or recycle packaging where local facilities permit. Environmental statements about a product or material will be made only where we have a reasonable basis and will not be presented in a way that exaggerates the overall environmental benefit.

Continuous review

We may review product pages, supplier information and policies in response to customer feedback, legal developments and operational experience. Corrections are made when we discover a material error. Updating general website content does not allow us to rewrite the agreed terms of an existing order to the customer’s disadvantage.