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Warranty Information

Warranty against defects

Waitrose Furniture goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and do not result in a major failure.

Proof of purchase is required for all warranty claims.

The Waitrose Furniture warranty commences from the date of collection or delivery of your purchased product(s).

The period of the Warranty will be limited to the inclusions covered below.

Lounge Suites
  • 3 year¬†for structural¬†on frames¬†of Leather/ Fabric Upholstered Products.
  • 2¬†year¬†on foam. Due¬†to the natural characteristics of foam, compression issues are determined that foam has softened beyond the foam manufacturer's indicated settling specification of 35% of original height for standard foam and 20% for high resilience foam.
  • 1 year¬†for fabric, leather, stitching, zippers, and¬†all mechanisms of¬†Leather/ Fabric Upholstered Products.¬†
Case goods furniture
  • 1 year¬†for all dining tables and chairs, buffets and display cabinets.
  • 1 year¬†for all entertainment units, coffee tables, end tables and consoles.
  • 1 year¬†for all beds, including all slat based beds, ensemble bases and bedheads.¬†
  • 1 year¬†for other bedroom furniture including dressers, tallboys, bedside tables, mirrors etc.
  • 1 year¬†for all study tables, chairs and bookshelves.

Outdoor Furniture

  • 1 year¬†for all components of all outdoor furniture.

Lightings

  • 1 year¬†for all components of all table lamps and floor lamps.

 

Our warranty covers the repair or replacement of any product protected under the manufacturing and structural Warranty; however, this does not include faults that result from normal wear and tear or a natural characteristic of the material used.

Waitrose Furniture has the right to replace, repair and provide a suitable remedy to all potential faults (Minor or Major) by adhering to the policies imposed or conditioned by the Australian consumer law.


For all faulty items, regardless of the category of the product, the nature of the fault (Major or Minor), or the decision made by Waitrose Furniture, the product must be kept with the customer until a drop-off or collection is arranged. Waitrose Furniture is under no legal obligation to provide you with any service; should you decide to dispose of goods.

 

Warranty Exclusions

1 Damages as a result of using goods that were not designed or intended to be applied on your purchased Waitrose Furniture product(s). This further includes damages to leather or fabric coverings due to the application of chemicals, cleaners or conditioners not endorsed by Waitrose Furniture.

2 Damages incurred during handling and transportation of the product by the customer or their contractor.

3 Damages as a result of extreme use or exposure that goes beyond normal wear and tear. This includes any exposure to un-intended outdoor elements such as rain, heat or direct sunlight (unless the item is intended for outdoor use as directed by Waitrose Furniture). Discoloration of leather or fabric coverings resulting from exposure to direct sunlight, extreme heat or similar conditions.

4 Damages resulting from dye transfer from rugs, cushions, jeans and other clothing. This also includes damage to leather or fabric coverings caused by the transference of perspiration, body oils or the corrosive ingredients in personal care products such as hair gels and skin creams.

5 Damages caused by any modification, alterations or improper and incorrect assembly and in general using a product for anything other than their original and described purposes. This also includes if a product is relocated from its original delivery location by transporters not approved by Waitrose Furniture and the relocation has caused damage due to improper packaging and transporting.

6 Furniture repaired by contractors not endorsed by Waitrose Furniture

7 Damages as a result of failure to follow the care instructions and manufacturer's instructions/specifications as provided by Waitrose Furniture

8 Accidental damages

9 Products used in commercial, rental or other non-residential use

10 Goods sold as ex-display, clearance, floor stock or 'As is' where this has been brought to the customers' attention before the purchase. It is the customer's responsibility to check all goods carefully as no refund or exchange will be provided for the mentioned category. This Warranty is not transferable to another product or person(s).

11 Body impressions on foams, sofas, mattresses with indentation

12 Indentations or markings which are considered a characteristic of the products such as obvious knots in wooden pieces, rough finishes in products sold as distressed design, buff marks on stainless steel, veins and swirls present in marble, visible grains on natural cowhides and leather products. 

13 Damages as a result of claw marks, scratches or bodily fluids caused by pets

14 Damages caused by improper mounting of products (all mountable merchandise should be mounted using individual brackets. Avoid the use of chain, cable ties and wire)

15 Waitrose Furniture is not liable for the care and maintenance of mirrors nor damage from accidental breakage. This includes where the mirror was not correctly secured or hung.

16 Pressure marks in velvet or other upholstery can occur due to the packaging. However, these quickly disappear after unpackaging your items and will benefit from a gentle steam and brushing with a velvet brush to help remove pressure marks.

17 Products were given as free gifts or free as part of promotional package 

All warranty assessments must be processed through the Waitrose Furniture customer service team.