Agreement of Terms and Conditions

This document outlines the Terms and Conditions that you agree to when purchasing items from Sanctum Screens (Sanctum) – either directly from their workshop and showroom, and / or by ordering through the website.

These Terms and Conditions are documented in good faith and are subject to change at any time. 

Production timelines

Sanctum carries a select range of screens for immediate delivery.

We also keep some popular items in a semi-completed form e.g. we will have some more popular screen items cut, but not powder coated, allowing us to accelerate production timelines where we can.

Due to the huge number of size, design, colour and finishing variables, the majority of our screens are MADE TO ORDER to your specifications.  

Please note that hand-finished custom craftsmanship does take time.

We can cut and finish screens in standard designs, sizes and colour configurations in around 3 weeks from receipt of your order.

For custom sizes and projects, please allow around 4-6 weeks to complete your order – from the time we have received your deposit and artwork has been approved.

Please note that orders are processed in the sequence in which they are received.   We do have busy periods e.g. the 2 – 3 month period before Christmas during which we receive high order volumes and production schedules may run a little slower than normal. We will not risk compromising quality for speed, and we appreciate your understanding in this regard.

We can process orders urgently, BY MUTUAL AGREEMENT. Please advise us of your requirements at the time of booking, so we can make sure we can schedule your project to meet your deadlines.

To accelerate progress, please ensure we have a clear brief and accurate measurements, together with all material and colour preferences. Also, please confirm we have accurate delivery address and instructions.

Payment terms

Upon placement of your order, you will receive a written invoice, which will provide a detailed summary of your purchases.  

Please check that the specifications detailed are correct and advise us if any of these details need revision.

Depending on the payment term requested, we will typically do one of the following:

  • Process your payment for your online order automatically at the time of purchase;
  • Send an order confirmation and tax invoice with our bank details for a direct transfer of the deposit;
  • Process a credit card payment (in person or over the phone); or
  • Handle your payment face-to-face when you collect your screen/s.

For standard size screens with accelerated production timelines, we will typically require payment at the time of order.

For custom configurations and for installation projects which may take longer to supply, we will typically require a 50% deposit with the balance on completion.

IMPORTANT NOTE: Regardless of your chosen item/s and payment method, your order will proceed on the basis of a clear understanding and agreement that all goods remain the property of Sanctum until payment has been received in full.  This may include reclaiming and / or removal of any goods that have not been paid for in full within 30 days after project completion. Any additional costs incurred in the recovery of unpaid accounts are to be covered by the purchaser prior to the transfer of ownership. 

Order changes

From time to time, project specifications do change e.g. a screen size or design may vary and / or a colour change may be required. If you order product/s from Sanctum and require changes, please contact us as urgently as possible as soon as you become aware of the issue.

We will make all reasonable efforts to accommodate and assist with changes to help your project flow smoothly – and providing the changes are received before production has commenced, we will do our best to accommodate these changes without extra cost.

Once an order has been placed, Sanctum will book your order into the system for production.

If your order is for standard items, then instructions will proceed rapidly for the fabrication of the relevant items.

For custom requests, we will prepare artwork for your approval, based on instructions received.   Once this artwork is approved, we will then commence fabrication.

Orders can be changed providing clear instructions are received in writing by Sanctum prior to the start of production.

If changes are made once production has started, then it may still be possible to change. However there may be additional costs involved to cover the extra production expenses incurred.

Likewise, if artwork has been accurately prepared to your specifications, then changes beyond this point may incur additional costs to cover the duplication of labour.

Once items have been cut or fabricated, then it is no longer possible to make changes to your order.  

Australia-wide shipping terms

Sanctum offers an Australia-wide delivery service.

Due to the large and awkward size of most of our product range, we will either handle deliveries with our own vehicles and drivers (within 200km of our workshop), with local couriers and / or with national freight companies.

All orders are packed to ship safely and to arrive at your address in perfect, unblemished condition.

This includes individual wrapping of the pieces, plus packing of your shipment on a pallet when 3rd party freight companies are involved.

Delivery times may vary depending on your location and chosen shipping option. We will contact in advance of shipping to confirm timing and suitability, and where possible will endeavour to work with you to coordinate delivery timing that works for all parties.

While we make every effort to coordinate delivery timelines to work effectively with our customers, please note that THESE FACTORS ARE OUTSIDE OF OUR CONTROL.  

Please note that this freight quote is based on sending a single driver to complete the delivery.   If the screens are large and / or heavy, an additional person will need to be in attendance to assist with unloading.  

If this is not practical or you are unable to provide assistance, we can arrange to send a second person to help complete the delivery, and / or a tail lift truck to unload oversized pallets at your address.  Please advise at time of booking so we can confirm any additional freight costs for multiple person or tail-lift truck delivery.

Please note that when delivering your order on a pallet, the budget is to deliver the item/s to your address. While most drivers are generally helpful, the contract is to deliver the screens to your address, not to relocate them once they are onsite. Drivers will not reliably relocate your order to inside your property, or a nominated storage spot.

We frequently use contract drivers supplied and managed by the freight company, and we have no direct ability to communicate with, or to control, individual drivers.   Broadly speaking, the driver will give you an indication of timing for delivery, but coordinating actual times is not normally possible.  

Likewise, we can request drivers and local couriers to call prior to delivery, but there is no way to organise large, long-distance freight companies to make an advance call, and it is uncommon that they will call prior to delivery. While we can take every precaution to ensure a safe and timely delivery, delivery time frames are indicative only.  

When receiving deliveries, it is your responsibility to be available to meet the courier at the agreed time. If you are not available at the agreed time and / or the shipping supplier is unable to complete the delivery due to lack of access or assistance, then they may need to reschedule the delivery and you may incur extra costs for the extra delivery visit.

As a guide, local deliveries will be completed within 48 hours of talking with you, and Australia wide deliveries will be completed within 5 working days of the shipment leaving our workshop.

IMPORTANT NOTE: There are seasonal periods when we experience an increase of orders (e.g Christmas and / or Sale periods). During these periods, dispatch times may be longer than usual and we thank you in advance for your patience and understanding.

Please note that unless quoted or noted in writing, freight and shipping budgets do not include installation. A separate budget can be provided for this component if required.

Unless otherwise arranged, all shipments require a signature on delivery.

When a request is made for a parcel to be delivered and left unattended, you acknowledge that Sanctum and their Representatives will not be liable in any way for any loss or damage to the shipment left in accordance with this authority. 

International orders and returns

From time to time, Sanctum will supply screen orders to international clients, and will organise international shipping as part of this process. Please contact Sanctum for pricing and logistics details.

You are responsible for any additional local taxes, customs duties and / or port charges on your order.

We are required by law to accurately disclose the full value of the shipment and cannot alter this value.

If an order is refused by your country by no fault of our own, you are responsible for all shipping expenses and any additional costs incurred.

We will supply shipping details at the time of booking, and you are responsible for tracking your own shipment.

If your shipment does not arrive in good condition, or within the time frames indicated, please email us at so that may investigate or assist further. 

Unfortunately, Sanctum cannot handle returns for International orders unless there is specific evidence of shipping damage.

Return to Depot / Sender shipments

If a shipment is unable to be delivered to you due to an error where you are at fault e.g. incorrect details provided to us or no-one is in attendance at the point of delivery, , then your order may be returned to Sanctum, or to the local freight depot (in the case of long-distance orders.)

Sanctum will not be liable for re-postage of your order. If you wish to have the shipment re-delivered you will need to cover the cost of re-delivery to your address.

Cancellations and returns

All returns must be requested within 24hrs from receipt of your order.

No returns will be accepted without verification from Sanctum that we have approved the return.

Clearance, sales and seconds items cannot be returned or exchanged – these purchases are considered final.

Damaged items must be reported within 24hrs from receipt of your shipment (our freight companies and couriers typically require this for any insurance claims to be lodged). All returns must be finalised and returned to us within 7 working days of your receipt of order.

Please note Sanctum does not offer exchange or return of product for change of mind, so please shop carefully.  Please refer to the Order Changes section for information on changing product specifications after an order has been placed.

If you have received an item that is faulty or not what you ordered, you may apply for a credit note or exchange, provided that we are satisfied that an error was made in the consignment of the item purchased or that a fault has occurred before the item was delivered to you.

In the case of returns or exchange where Sanctum is at fault, we will pay the shipping costs for returning the faulty or incorrect item to Sanctum and for dispatching the replacement item to you.

Sanctum will not be liable for items damaged in return transit due to inappropriate packaging on your behalf. All items being returned to us remain your property until received by us.

Sanctum does not offer cash refunds on any items purchased on and will provide you with a credit note to the equivalent value of the purchased item/s. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and issue you a credit note where applicable.

Damaged deliveries

Any shipments received damaged or faulty must be reported to Sanctum within 24hrs of receipt of your delivery. This is due to strict insurance policy terms within our freight company Terms and Conditions, so we also have a very short timeframe to report this on to them.

Please alert us by phone on 07 3394 1988 and then send an image depicting the damage / fault with your name, order number and contact number through to

Once your email has been reviewed, we will contact you to discuss the issue.   Where possible, we will then arrange for a replacement to be sent to you or seek to work with you to find an alternate resolution.

Order cancellations by Sanctum

Sanctum reserves the right to cancel any order for any items/s listed on, if Sanctum determines, in its sole discretion, that the item is mispriced, out of stock, discontinued, or otherwise unavailable at the price listed via the website.

If Sanctum cancels an order placed via the website, Sanctum will send you an email confirmation of such cancellation and you will not be charged for your order. 

In the unlikely event that we cannot source or produce an ordered item, where possible, Sanctum will endeavour to help source an equivalent or similar product for you in its place. You are under no obligation to accept this alternate product unless you wish to proceed with your order.  

Privacy information and security

Online purchases with Sanctum are processed using the secure services of Fat Zebra.  The Fat Zebra Privacy Policy is available here.  

All information provided to Sanctum in the course of conducting our business is regarded as strictly confidential and is managed in accordance with Australian law. In the course of making purchases online you will be asked to provide certain personal information such as your name, address, telephone number, email address and credit card number. This information is stored internally by Sanctum in secure information systems.

Sanctum employs appropriate technical and managerial practices to ensure the security of all information and to prevent unauthorised access or disclosure of all personally identifiable information.

Sanctum will not sell, rent or disclose the information provided by you unless required to by law. We may, however, provide certain necessary information to third-party service providers or contractors who assist Sanctum to provide you with particular services.

We also use cookies which are small packets of information stored on your computer. Cookies do not contain any information that can be used to personally identify you such as your name, or any kind of financial information. Cookies contain information about the way in which you use our website and as such are a valuable tool for us in learning how to better provide our services to you and improve your experience of our website. If you do not want cookies on your system you must disable them in the preferences section of your browser.

Sanctum reserves the right to update its privacy and information security policy as necessary in response to any changes in business practices or any other as yet unforeseen circumstances. Any changes made will be posted on this section of our website.

If you have any questions in relation to any part of this policy or our terms and conditions please contact us at or phone us on 07 3394 1988 or 0438 847 466.


All information on this website is provided in good faith and is accurate to the best of our knowledge. If you become aware of anything that is inaccurate or misleading, please advise us by emailing and we will rectify it as soon as practicable.

While Sanctum strives to keep our website accurate and up to date, it may contain errors, inaccuracies or may not be current at the time of viewing.

Please note that during high traffic periods, our website inventory levels may become incorrect. Holding an item in your Shopping Cart will not reserve it, and it may still be purchased by other customers. A sale is not final until you have processed payment and received a confirmation of your order.

On very rare occasions double sales do sometimes occur. In such circumstances, Sanctum will make every effort to source an equivalent replacement product. Otherwise, Sanctum reserves the right to cancel any orders that we are unable to fulfil and will process a full refund of your order. We apologise in advance if this happens to you and thank you for your understanding.

Sanctum does its best to photograph and display all of our products to be as true to the supplied product as possible.  Many of the images on the Sanctum website are supplied to Sanctum by customers, builders and landscapers. We have reviewed them for accuracy where possible, but they may show features, elements or finishes that are not included with your order.

Unless otherwise specified, Sanctum does not provide warranties of any kind on any of its products or on any information provided on the website.

Neither Sanctum, nor its employees, agents or contractors are not liable for any damages whatsoever arising out of, or in any way related to the use of this website. This limitation applies to direct, indirect, consequential, special, and punitive or other damages you or others may suffer, as well as damages for loss of profits, business interruption or the loss of data or information.

All images contained on the website remain the property of Sanctum and cannot be used without written permission.

E & OE