Standard Warranty
Sofa Lab's Standard Warranty is subject to the product being cared for in accordance with
the
relevant care and maintenance guides. Materials and components that form part of your product are warranted
against failure due to material and manufacturing faults, as outlined in the table below.
|
Coverage |
Period |
| Soft Components | Failure of soft components including foam, feather, fibre filling, synthetics, coverings, zippers, threading and stitching as a result of a manufacturing or material defect, except where stated in Exclusions. Note: Foam, feather and fibre filling will soften over time and shape to the user as a result of normal wear and tear. | 1 Years |
|---|
| Hard Components | Failure of hard components including suspensions, springs, mechanisms, legs, hardware, fixtures and fasteners as a result of a manufacturing or material defect, except where stated in Exclusions. | 2 Years |
|---|
| Timber Frame | Loss of structural integrity to the frame as a result of a manufacturing or material defect, except where stated in Exclusions. | 5 Years |
|---|
| Fabric Upholstery | Coverage of fabric upholstery as a result of a manufacturing or material defect, except where stated in Exclusions. | 1 Years |
|---|
How to Lodge A Claim
Our Customer Support Team are able to assist with any issues you may experience with your purchase. To lodge
a
claim, please notify Sofa Lab of the defect within 7 days of the defect occurring by
either
telephone (02) 9114 6680 or by email to [email protected].
The following details will be required when lodging a claim for assessment:
- Your order number
- A list of the product/s or component/s affected
- A description of the defect that has occurred
- Photographs showing the location of the defect on the product/s or component/s, as well as a close up
photo
showing the issue in detail
At times, further information may be required to accurately assess a claim. In order to expedite this
process,
please respond promptly to all requests made by our Customer Support Team.
Sofa Lab reserves the right to determine whether a part has failed due to a defect or wear
and
tear and whether a product or component should be repaired or replaced. Any repair or replacement under this
warranty is limited to the defective part/s only.
Warranty Exclusions
Sofa Lab's Standard Warranty does not apply to products sold as seconds, floorstock or
clearance, repaired products, or products with a defect which has been drawn to the customer’s attention
before
purchase. Additionally, the following warranty exclusions will apply if the product or component:
- has not been directly purchased through Sofa Lab
- is no longer located in Australia
- has been modified or repaired without prior authorisation
- has had tags or serial numbers removed
- has been mishandled or used inappropriately, or in a manner which may be deemed abnormal to its
prescribed
use
- has not been properly cared for and maintained
- has become defective or damaged due to pets
- has become defective or damaged due to spills including acid, solvent, dyes and other corrosive
materials
- has become defective or damaged as a result of fading, burns, bleaching, stains or UV damage by way of
sunlight, chemicals, other materials or other natural phenomena (unless stated otherwise)
- has become defective or damaged due to misuse, commercial use, improper handling or in a manner which is
greater than, or exceptional to normal domestic use
Defects which arise as the result of normal wear and tear will not be covered. Any defect which has already
been
explained or described at the point of purchase will not be covered. Characteristics and properties of
natural
materials including leather, fabric, timber, stainless steel and aluminium among others are not considered
to be
defects, and form part of this exclusion.
This warranty is not transferable. It is limited to the original purchaser specified in the original sales
order
at the original delivery address.
To benefit under this warranty, the purchaser must formalise a claim with Sofa Lab in
writing,
clearly describing the issue within 7 days of the defect occurring.
Australian Consumer Rights
Our 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
the failure does not amount to a major failure.
Please visit https://consumer.gov.au/consumers-and-acl
for more information.
