Your rights come first
Australian Consumer Law gives consumers rights that cannot be removed by a store policy or a manufacturer warranty. These include acceptable quality, reasonable durability, safety, and matching the description or agreed purpose.
Those rights may continue after a stated warranty period ends. What is reasonable depends on the type of furniture, its price, how it was described and the circumstances of use. Our change-of-mind policy is a separate benefit.
Product warranties
Where a manufacturer or supplier provides an additional warranty, its verified period and conditions belong with the particular product. Different components, such as a frame, upholstery, motor or mechanism, may have different cover. Keep the warranty document and proof of purchase.
Additional warranty cover varies by product. If you need warranty details before buying, contact us with the SKU. You can always ask FurnitureFurniture for help with a purchase from us, whether or not an additional warranty exists.
Tell us about the problem
- Give us the order number, product name or SKU and a description of what is wrong and when it appeared.
- Include clear photos or a short video if they help show the fault. For moving furniture, stop using an unsafe mechanism rather than demonstrating it.
- Keep labels, instructions and any relevant care or assembly information. Reasonable proof of purchase can include our order records, an invoice or another record that identifies the transaction.
- We assess the issue and may arrange further information, inspection or collection. We explain the proposed remedy and keep you informed.
Repair, replacement or refund
For a major failure, you can choose a refund or replacement, or keep the furniture and seek compensation for its reduced value. A major failure can include unsafe furniture, a substantial difference from the description, or a serious problem that cannot readily be fixed.
For a minor failure, we can arrange a free repair within a reasonable time. If it cannot be fixed in that time, further remedies become available. Compensation for reasonably foreseeable loss may also apply.
We will discuss parts or a suitable repair where that is the practical solution. You do not have to accept a gift voucher instead of a refund you are entitled to, or perform an unsafe repair. If a matching replacement is unavailable, we discuss the appropriate alternative remedy.
Collection, inspection and costs
You do not need the original packaging to report a fault. For furniture that is large, heavy or difficult to return, we arrange collection or cover reasonable transport costs. Once a fault is confirmed, we reimburse reasonable return costs you have already paid; keep your receipts.
The change-of-mind restocking fee does not apply to a consumer-guarantee remedy. If an assessment may involve a charge because no product problem is found, we give a reasonable estimate before collection and explain when it would apply.
Care, use and normal changes
Furniture changes with use. Timber grain, natural texture and the expected settling of cushioning are not automatically defects. Equally, calling something normal wear does not settle whether the product is acceptably durable or matches what was sold.
Damage caused by misuse, an accident, unsuitable cleaning, incorrect assembly or ignoring a known care requirement may fall outside a warranty. We assess the cause and the information supplied with the product. An unrelated care issue does not automatically cancel all rights.
Use the furniture for its stated purpose and follow the specific instructions. Check suitability with us before buying for commercial use, unusual loads or an exposed outdoor setting.
Safety and recalls
Stop using furniture that appears unsafe and keep others away from it. Contact us with the product details. If a recall or safety action affects a purchase, follow its specific instructions; do not sell, give away or dispose of an affected product while the remedy is being arranged.
Reviewing an outcome
If you disagree with an assessment, tell Customer Care what you believe has been missed and ask for a review. We will explain the information considered and our response. You may also seek help from your state or territory consumer-protection agency or an appropriate tribunal. Nothing in this policy prevents that.