Warranty Policy

FAULTS & WARRANTY POLICY

WARRANTY COVERAGE

Furniture Importer warrants that all products supplied are free from defects in materials and workmanship and are of acceptable quality, durability, and fitness for their intended purpose.

All warranties and consumer guarantees are provided in accordance with the Australian Consumer Law (ACL).

REPORTING A FAULT

If your item arrives with missing components, manufacturing defects, faults, or damage, please notify Furniture Importer as soon as possible, ideally within three (3) business days of delivery or collection.

When reporting an issue, please provide clear photos or video evidence showing the fault or defect to help us assess the matter promptly.

RESOLUTION OPTIONS

The appropriate resolution will depend on the nature and severity of the fault. Furniture Importer will work with you in good faith to reach a fair outcome. At our discretion, this may include one or more of the following:

  • Supplying missing parts or components
  • Arranging a repair
  • Replacing the product (subject to availability)
  • Offering an alternative product
  • Providing a partial or full store credit, refund, or replacement

You may be entitled to a refund or replacement where a major failure has occurred. For non-major failures, you may be entitled to a repair or replacement.

EXCLUSIONS – WHAT IS NOT COVERED

This policy does not cover issues arising from:

  • Normal wear and tear
  • Incorrect assembly, unauthorised modification, or alterations
  • Misuse, abuse, or abnormal use
  • Damage resulting from inadequate care or maintenance (including fabric, leather, or timber)
  • Damage limited to external or product packaging only
  • Damage occurring during customer-handled transport after collection
  • Minor variations in dimensions, colour, grain, or finish
  • Minor cosmetic imperfections or surface blemishes

Fabric Pilling

Fabric pilling is a natural occurrence associated with normal use and is not considered a fault. Pilling may be influenced by environmental conditions, friction, clothing fibres, or airborne particles.

Pills can generally be removed using a battery-operated fabric de-pilling device, available from most haberdashery or homeware retailers.

WHEN REFUNDS OR EXCHANGES ARE NOT AVAILABLE

You may not be entitled to a refund or exchange where:

  • You have changed your mind
  • You no longer require or cannot afford the item
  • You have found the item at a lower price elsewhere
  • The style, colour, or size is unsuitable
  • You were informed of the fault prior to purchase
  • The fault or damage was caused by you

PROOF OF PURCHASE

To request a repair, replacement, refund, or exchange, you must provide reasonable proof of purchase. Accepted documentation includes:

  • Tax invoice
  • Receipt or delivery note for online purchases (order confirmation emails alone are not sufficient)
  • Finance or payment plan documentation

If a tax invoice cannot be located, Furniture Importer may accept a bank or credit card statement only where the transaction amount exactly matches the product purchased. Transactions involving multiple items may limit our ability to verify proof of purchase.

UNSAFE, DEFECTIVE OR MISDESCRIBED GOODS

Your rights to a repair, replacement, or refund for unsafe, defective, damaged, or misdescribed goods are outlined in our Terms and Conditions and protected under Australian Consumer Law.

All faults should be reported within seven (7) days of becoming apparent to prevent further damage. Failure to notify us promptly may impact your entitlement under this policy.

YOUR CONSUMER RIGHTS

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If your product is faulty or fails to meet a consumer guarantee, please contact Furniture Importer promptly with your name and order number, and our customer care team will assist you.

OUR RIGHTS

Furniture Importer reserves the right to refuse a return or remedy where:

  • Proof of purchase cannot be reasonably established
  • Damage is determined to be the result of fair wear and tear
  • The product has been misused or not used in accordance with manufacturer instructions
  • Reasonable care has not been taken

PRICING CHANGES

All prices are correct at the time of publication and are subject to change at our discretion.

Due to increased costs from suppliers and transport providers, some price adjustments have been unavoidable. We endeavour to minimise price increases wherever possible.

PRODUCT AVAILABILITY & DELIVERY DELAYS

Due to factors outside our control, including supply chain and transport delays, some products may arrive at our warehouse later than expected.

Products not available for immediate collection or delivery are clearly marked on the product title and description. Availability dates are estimates and may change without notice.

Items cannot be collected or delivered before the stated availability date. We apologise for any inconvenience this may cause and appreciate your understanding.