Warranties and Consumer Guarantees
Consumer Guarantees
Our products come with guarantees that cannot be excluded under the consumer laws in Australia. You are entitled to have the item replaced or refunded for a major failure of the product. In addition, if there is a minor fault with the product you are entitled to have the product repaired within a reasonable time or have the goods replaced at the election of OZ Design Furniture.
Manufacturer Warranties
In addition to your rights under Australian Consumer Law, we also offer specific manufacturer's warranties on all our furniture ranges that vary depending on the supplier and country of origin. Please ensure you check each products’ individual information page to confirm warranty periods.
Manufacturer warranties cover the repair or replacement of products that present with a manufacturing or material defect within the warranty period. Such defects do not cover issues arising as a result of miss-use, poor maintenance, regular wear and tear or changes in materials as a result of natural characteristics of any material. Repair or replacement outcomes are at the election of OZ Design Furniture.
It is imperative goods are cared for as per their attached care label, in addition to following our detailed Product Care and Maintenance guides
Please note: Components can include the seat foam, back cushions, metal hardware, springs, etc.
Exclusions
Your warranty period commences from the date of receipt of your goods. The warranty shall be considered void if (subject to Australian Consumer Law):
a. It is considered normal wear and tear. See information on Product Care and Maintenance
b. Product is used for Commercial, contract, rental trade, institutional or other non-residential use.
c. Damage caused by improper cleaning, negligence, use after partial failure, treatment of the product with chemical, exposure of the goods to direct sunlight, extreme heat, bright lights, or similar conditions resulting in discolouration, or otherwise caused by your acts and/or omissions.
d. Damage by corrosive materials, such as acids or solvents, or dyes, inks, paints, human or animal bodily fluids.
e. Damage resulting from abnormal or improper use, improper assembly, abuse or acts of God.
f. If the furniture is not used correctly for the purpose intended, e.g., sitting on sofa arms or standing/swinging on dining chairs.
g. Damage incurred during storage, handling, and transportations of the product.
h. Floor samples or sales made on an ‘as-is’ basis will have limited warranty, and the price, age and condition of product will be taken in consideration.
i. Repairs to a product are made or attempted by a service provider, other than one approved by OZ Design Furniture.
j. The warranty against defect is not transferrable. It is limited to the original purchaser specified in the original Sales Order.
To claim under the warranty or a consumer guarantee, contact our Customer Care department via email to customercare@ozdesign.com.au . Provide details of your concerns along with a photo of the full product and of the area of concern. Please include photos of all external and internal packing if the product has just been delivered to you
Repair or Replacement Under Warranty
OZ Design Furniture reserves the right to:
- Require proof of purchase and related ID for any claim
- Request further information, images, or video to suitably assess warranty claims
- Request a claimant's arrangement of transport and cover of associated costs or call out fees
- Assess or request a supplier assess any concern to deem whether it may be a result of general wear and tear or any other exclusion under the warranty
- Require return of goods prior to issuing any repair or replacement
- Determine the solution of repair, replacement, or refund at their direction
- Provide outcomes adjusted according to the, expected lifetime, actual age, and condition of the product (as a result of relevant Care or Maintenance). Such as but not limited; to a partial refund upon return of faulty goods after a significant period of use.
OZ Design Furniture will not be liable for freight or shipping expenses in relation to warranty claims. Goods are to be returned or exchanged at your nearest store only if/when approved by OZ Design Furniture Online.
Third Party Additional Warranties
To protect your new furniture and to ensure that it looks good for many years to come it is advisable to have fabric, leather, timber or stone protection applied (unless your product has a specific note not to apply it). Our preferred product protection brand is Guardsman Australia.
In addition to cleaning and protective products, Guardsman offer an extended Accidental Damage warranty in addition to your Consumer Guarantees and OZ Design Manufacturer's Warranty which includes*:
- 5 Year Fabric Accidental Damage Warranty
- Toll - Free telephone advisory service
- Free cleaning solution and care leaflet
- Free home visits from a professional cleaner to resolve the problem
- Part or full replacement (at Guardsman's sole discretion) if stain or damage cannot be remedied *subject to the Product Warranty Terms and Conditions
Guardsman must be purchased on the same order as the product it is to accompany, and treatments must be applied before use of said goods.
Only protective products endorsed by OZ Design may be used on our furniture. See our care blogs around purchasing Guardsman for our recommended protective and care products.
Damaged on Arrival
We take special care in packaging your orders to protect them during transit. In the unfortunate circumstance where an item has arrived damaged, faulty or broken please contact us and once verified we will help arrange a replacement or repair for you.
You must examine all goods prior to signing the acceptance of the product in good condition at the point of delivery or collection. Any damages must be reported to the store staff or delivery/courier driver and recorded on any delivery sheet. OZ Design Furniture is not responsible for any damages that may occur, resulting from you not checking goods direct from the Store or Warehouse. Any reports of damages upon delivery receipt, must be made strictly within 24 hours of arrival, in writing and accompanied by images of the product itself, consignment labels and the entirety of the internal and external packaging for consideration.
Please refer to our Terms and Conditions or contact our customer care team at customercare@ozdesign.com.au for more information.
Incorrect Item Received
While we take care to ensure you get the items you ordered, sometimes we get it wrong. If you have found that an item delivered does not match what you have ordered or a part is missing, please contact us immediately and once confirmed we will arrange to ensure the correct item is made available upon return of any incorrect piece.
Please refer to our Terms and Conditions or contact our customer care team at customercare@ozdesign.com.au for more information.
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