ARK Delivery Policy

This Policy governs project delivery, unloading, temporary storage, delivery evidence and delay. Delivery and Handover are separate project stages.

1. Purpose
This Policy explains how ARK manages delivery, unloading, temporary on-site storage, inspection and delivery-related delay for project items supplied through ARK Kitchen.

2. Application
This Policy applies where identified in the Project Contract Schedule or Accepted Quotation.
It may apply to:
cabinetry and panels;
hardware and accessories;
laminate or other benchtops;
specialist benchtops and splashbacks;
ARK-supplied sinks;
project-specific materials.
Delivery and installation are separate activities even where they occur on the same day or are included in one price.

3. Related documents
This Policy must be read with the applicable:
ARK Standard Kitchen Project Terms;
Project Contract Schedule;
Accepted Quotation;
Payment & Cancellation Policy;
Variations & Change Control Policy;
Kitchen Installation Policy;
Site Readiness Requirements;
Project Record.

4. Delivery Scope
Delivery includes only the items and services expressly stated in the Accepted Project Documents.
Unless expressly included, delivery does not include:
demolition;
moving unrelated furniture or appliances;
hoisting or crane work;
extraordinary stair or lift handling;
long-term storage;
unpacking or disposal beyond normal ARK installation activity;
repair of unsafe access routes.

5. Delivery planning
ARK may confirm:
date or delivery window;
site contact;
access route;
parking or loading needs;
unloading location;
whether installation follows immediately;
special handling requirements.
Delivery dates are estimates unless expressly guaranteed.

6. Conditions before delivery
ARK may require before dispatch:
applicable payment in cleared funds;
site readiness confirmation;
safe and lawful access;
confirmation that the receiving area is dry and secure;
required authority or body-corporate approval;
availability of the Client or authorised representative where needed.

7. Access information
The Client must disclose known restrictions, including:
narrow or steep driveways;
restricted parking;
stairs;
lifts and booking requirements;
limited carrying routes;
low clearances;
unsealed or unsafe access;
restricted delivery hours;
building or body-corporate rules;
distance from unloading point to work area.
Materially different access may require a Variation, extra labour, equipment or rescheduling.

8. Safe unloading area
The Client must provide a reasonably safe unloading and carrying route.
ARK may postpone or modify delivery where conditions present an unreasonable risk to:
people;
goods;
vehicles;
the property;
neighbouring property.
ARK is not required to carry large items through an access route that is materially unsafe or unsuitable.

9. Client attendance and authority
The Client or an authorised representative must be available where required to:
provide access;
identify the receiving area;
manage security or alarm requirements;
confirm any delivery-only handover.
ARK may proceed without attendance where written access authority and a suitable secure location have been agreed.

10. Delivery and installation sequence
For standard ARK kitchen projects, cabinetry may be delivered as part of the installation mobilisation.
Where installation follows immediately, delivery inspection and installation records may be combined in the Project Record.
Delivery of cabinetry does not by itself mean:
Practical Completion;
Handover;
transfer of all project responsibility;
commencement of ARK's written warranty.

11. Specialist supplier delivery
Custom benchtops, hard-surface splashbacks, glass or other specialist items may be delivered and installed by an ARK-appointed supplier or fabricator.
The Client must comply with reasonable access, curing, handling and no-use requirements communicated for those items.
ARK remains the Client's initial contact where the specialist work was supplied through ARK.

12. Delivery inspection
ARK will conduct the checks reasonably applicable to the delivery method and record any known delivery exception.
The Client or authorised site contact should inspect packages and visible surfaces where reasonably practicable. A delivery receipt, absence of a signature or failure to identify a concealed issue immediately does not permanently waive a later valid right.
Delivery inspection is evidence of condition at that time. It is not Project Handover unless the Handover requirements are separately met.

13. Visible delivery damage
Visible delivery damage should be reported promptly and supported by photographs before the affected item is altered or installed where practicable.
ARK may assess:
dispatch records;
vehicle and delivery records;
packaging;
site photographs;
handling after delivery;
installation activity.

14. Concealed damage
Damage not reasonably visible at delivery should be reported promptly after discovery.
The recipient should preserve:
packaging where relevant;
damaged component;
photographs;
delivery information.
Delay does not automatically remove a legal right, but lost evidence or continued damaging handling may affect cause assessment.

15. Temporary on-site storage before installation
Where ARK delivers cabinetry or components before installation, the items must be kept in the agreed dry, secure and reasonably protected location.
The Client must not unpack, move, use, load, wet, alter or allow another trade to interfere with the items unless ARK agrees.
Temporary delivery to site does not transfer the project into Handover and does not by itself start the ARK warranty periods.

16. Responsibility while in ARK custody
ARK will take reasonable care of project goods while they remain in ARK's custody or control for delivery and installation.
Responsibility for loss or damage is determined by the accepted Contract Documents, actual custody, cause and applicable law. This Policy does not create a right for ARK to avoid responsibility for damage caused by ARK's failure to use reasonable care.

17. Responsibility after delivery-only receipt
For a delivery-only item, the receiving person must provide safe receipt and reasonable protection after delivery.
Risk and title are governed by the ARK Standard Kitchen Project Terms and Project Contract Schedule. Delivery does not remove ARK's continuing responsibility for a Covered Defect, delivery damage caused by ARK or a right that cannot lawfully be excluded.

18. Client-controlled delivery delay
A Client-controlled delay may arise where:
the site is not ready;
access is unavailable;
another trade blocks the route;
payment has not been made;
the Client postpones the date;
required approval is missing;
site conditions are unsafe.
ARK may move the project to the next reasonably available delivery or installation slot.

19. Failed delivery
If delivery cannot proceed because of a Client-controlled issue, ARK may charge reasonable and evidenced costs for:
transport;
labour;
handling;
redelivery;
supplier rescheduling;
storage;
remobilisation.
ARK will not charge the Client for a failed delivery caused solely by ARK's own error.

20. Storage caused by delay
Where completed or committed goods cannot be delivered or installed because of a Client-controlled delay, storage is governed by the Payment & Cancellation Policy.
No arbitrary daily penalty applies. Any charge must reflect reasonable cost and prior notice where practicable.

21. Weather and external conditions
ARK may postpone delivery where severe weather, flooding, unsafe wind, road closure or another external condition creates unreasonable risk.
ARK will provide an updated planning window when reasonably practicable.

22. Damage to property during delivery
ARK will take reasonable care of driveways, paths, walls, doors and other property during delivery.
The Client should disclose fragile, restricted or pre-existing conditions. ARK may record relevant pre-delivery photographs.
ARK is not responsible for pre-existing damage or a condition not caused by ARK.

23. Packaging and waste
Where installation is included, ARK will remove ordinary ARK-generated installation packaging and waste as stated in the Installation Policy.
For delivery-only items, packaging removal applies only if expressly included.
The Client should retain packaging temporarily where a concealed delivery-damage claim may require it.

24. Changes to delivery arrangements
A requested change to date, address, access method or receiving location may affect price and timing.
Material changes must be confirmed through ARK and may require a Variation.

25. Reporting a delivery issue
A report should include:
the ARKCode assigned to the relevant Project Record, or another project reference if an ARKCode has not yet been issued;
delivery date;
affected item and exact location;
photographs;
when the issue was discovered;
who handled or moved the item after delivery.
The ARKCode identifies the delivery's project record, not the person receiving the goods or the property. After Handover, formal issues should use ARK Support.

26. myARK and Project Record
ARK may preserve:
the ARKCode and Project Record reference;
delivery booking and access information;
dispatch and delivery status;
photographs;
exception records;
failed-delivery notice;
reasonable additional cost;
supplier delivery records.
Delivery records remain connected to the same activated project record unless the delivery relates to a separately activated project.

27. Consumer rights
Nothing in this Policy excludes ARK's responsibility for failure to exercise reasonable care or any right or remedy that cannot lawfully be excluded.