Last updated: March 22, 2024
AUSTRALIAN CONSUMER LAW
The sale of Goods by Supreme Furniture will be subject to certain laws including, without limitation, the Australian Consumer Law (“ACL”). Our Goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable 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. This policy is in addition to any rights you have at law including under the ACL which is Schedule 2 of the Competition and Consumer Act, 2010 (“Act”).
Returns
Have you changed your mind?
At Supreme Furniture, we value your satisfaction with our products and services. However, we do not accept returns of goods solely due to a change of mind or a wrong decision. Each return request is assessed on a case-by-case basis. To lodge a return request please ensure the following requirements:
- You have clear proof of purchase, such as a receipt;
- The product and its packaging are in original condition, including any manuals and accessories; and
- The product is not an excluded product (see list below).
We do not offer “change of mind returns” on the following products:
- Floor Stock
- Clearance Stock
- Special Orders (“Custom Made” or “Made To Order” Products)
In the event of a home delivered order, the delivery fee will not be refunded for change of mind returns. If you request us to collect the goods from your premises we will also charge a pickup fee. Alternatively, you can return the order to the store. We will confirm the amount of this pickup fee before your pickup is confirmed.
Cancellation Policy:
A 30% fee of the full order amount will be charged for cancellations of orders. No cancellation or exchange is allowed on layby and Custom Made or Made To Order (MTO) orders. If we cannot stop the shipment of the order at the time of cancellation, then you will be required to refuse delivery or return the Product(s) in order to receive a refund.
Refunds Time Frame and Method:
Refunds for approved returns or cancellations will be processed within 14 business days from the date the returned products are received by us or the cancellation request is approved. Refunds will be issued via bank transfer or using the original payment method used for the purchase unless otherwise specified. Please note that the time taken for the refund to reflect in your account may vary depending on your financial institution.
Where we are required to refund your payment (due to rejection or cancellation of your order, or for any other reason), we will use our best endeavours to process your refund promptly.
The time it takes for you to receive a refund will depend on how quickly your financial institution processes the refund.
Faulty or damaged products?
We ask that you check any product delivered to you to determine if it is damaged. If a product is damaged at the time of delivery, then you should refuse to accept delivery of that product and notify the store fulfilling your order or our Customer Service team. If you notice damage to a product after delivery, you should notify us within 7 days of delivery. If you wish to obtain a refund rather than a replacement, we will only refund the delivery fee if the products are determined (after assessment) to be faulty and the fault did not arise through any misuse, abnormal use or negligent use of the products by you.
Warranty
What is the Guarantee Period?
Made To Order (MTO) Lounges:
Lifetime frame warranty
2 years on electrical or mechanical components
2 years on Foam
2 years on Fabric/Leather
Custom Made Lounge:
10 years frame warranty
2 years on electrical or mechanical components
2 years on Foam, but the warranty may vary depending on the specific material chosen
1-year on Fabric/Leather, but the warranty may vary depending on the specific material chosen
All Other Lounge Products:
5 years frame warranty
1 year on electrical and mechanical components
1 year on Fabric/Leather, but the warranty may vary depending on the specific product
Living and Dining Furniture:
1 year warranty unless otherwise specified
Bedroom Furniture
1 year warranty unless otherwise specified
Mattresses:
2 years to 10 years, but the warranty may vary depending on the specific product
For Products Sold as “As Is/MOF/Floor Stock”:
- For products sold for less than $250: 3 months.
- For products sold between $250 and $1000: 6 months.
- For products sold over $1000: 1 year.
Please note that this applies specifically to products sold as “As Is/MOF/Floor Stock” and overrides any other wording on the Tax Invoice.
What are the Exclusions to the Guarantee?
Unfortunately, the Guarantee does not apply to:
- Normal wear and tear, including pilling, fading, loss or deterioration (of the whole product or its components)
- Damage caused by bodily fluids or excretions, including but not limited to urine, vomit, or faeces.
- Damage caused by the use of medications, chemicals, or substances that may have adverse effects on the product’s materials or finish.
- Damage caused by improper use, cleaning, negligence, treatment, transportation, storage of the products or otherwise caused by your acts and/or omissions
- Damage caused through any modifications, alterations, improper assembly, tampering or products used in an abnormal manner and not for the product’s intended purposes
- Damage caused by exposing the products to the sun, extreme heat or cold, or chemicals/agents that are known to damage the finish of the product
- Body impressions on mattresses, sofas and chairs where the indentation is less than 32mm
- Damages caused by natural disasters or unforeseeable events beyond human control.
- Defects in products that are sold “As Is” which were brought to your attention on purchase
- Products used for commercial purposes
Examples of fair wear and tear may include:
- Fabric:
- Fading of fabric due to exposure to sunlight.
- Creases and wrinkles in the upholstery caused by normal sitting and use.
- Slight softening or compression of cushions and padding over time.
- Pilling (formation of small balls of fibres) on the fabric surface due to friction.
- Slight colour fading or loss of vibrancy over time.
- Minor fraying or loosening of stitching on the upholstery.
- Leather:
- Natural colour variations or patina development.
- Creases and wrinkles in the leather caused by normal use.
- Softening and shaping of the leather due to regular use.
- Natural variations in grain texture and markings on the leather surface.
- Timber:
- Minor scuffs or scratches on the wooden frame from regular use.
- Slight colour variations due to aging or exposure to light.
- Natural wood grain patterns and knots.
- Small dents or indentations from everyday use.
- Stone:
- Minor surface imperfections or variations in texture.
- Slight colour variations or patina development.
- Surface scratches or marks that develop with normal wear.
- Natural veining or variations in colour and texture.
- Metal:
- Minor scratches or abrasions on metal surfaces from normal use.
- Slight colour changes or patina development on metal finishes over time.
- Light scratches or marks on metal surfaces.
- Minor tarnishing or patina development on metal finishes.
It is important to note that fair wear and tear do not include significant damage, stains, tears, or breakage that result from misuse, negligence, accidents, spills, or intentional damage. Damage caused by pets, sharp objects, spills of corrosive substances, or improper cleaning is not considered fair wear and tear and may not be covered under warranty.
Breaking-In Period for Foams:
During the first month of use, the foam and filling materials in your sofa may undergo a breaking-in period, which can vary depending on usage. Initially, the foams may feel firmer and the cushions might have a slightly different shape due to their new condition. This is a natural characteristic of high-quality foams and is not considered a defect.
As you use the sofa regularly during this period, the foams will gradually adjust and conform to the shape of the user, providing increased comfort and support. This breaking-in process is expected and does not affect the overall durability and longevity of the sofa.
How do I claim my Guarantee?
Eligibility:
- The defect must appear within the relevant time period specified in your warranty or on your invoice.
How to Claim:
- Notify the store via email about the defect.
- Subject Line for Email: Warranty Claim for Invoice Number XX-XXXXXXXX
- Include at least two photos or a video clearly showing the fault.
- Provide a detailed description of the fault in your email.
Response Time:
- Our service team will respond within 2-5 business days.
Is the Guarantee Transferable?
The warranty against defects is not transferable and applies only to the original purchaser specified in the original Sales Order. It is limited to products used for normal domestic purposes and excludes products used for commercial purposes.
How Does Guarantee Resolution Work?
If a part or product is determined by Supreme Furniture to have a manufacturing defect, we will choose whether to repair or replace the part or product, and the warranty on that part will continue from the purchase date. The original guarantee period still stands if a replacement product or repair is offered as part of your warranty claim.
Example: A lounge is purchased with a 2-year warranty and has an issue 18 months into the warranty period and is swapped over. The new product warranty is only 6 months, as the original date of purchase was 18 months prior.
Supreme 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). This may include a partial refund upon return of faulty goods after a significant period of use.
Supreme Furniture will not be liable for freight or shipping expenses in relation to warranty claims if you are located outside of 50km from the closest store. Goods are to be returned or exchanged at your nearest store only if/when approved by Supreme Furniture.
Guarantee for Commercial Use?
Products used for commercial purposes are not covered by any warranty.
Transit Damaged
At Supreme Furniture, we prioritize the secure packaging of your orders to ensure their safe transit. In the unlikely event that an item arrives damaged, faulty, or broken, please don’t hesitate to contact us. Once the issue is verified, we will gladly assist you in arranging a replacement or repair.
To ensure a smooth process, we kindly request that you carefully inspect all goods before signing the acceptance of the product upon delivery or collection. In case of any damages, please promptly inform our store staff or the delivery/courier driver, and ensure that it is recorded on any delivery sheet. Please understand that Supreme Furniture cannot be held responsible for damages that may occur if the goods are not checked directly from the store or warehouse.
For any reports of damages upon delivery receipt, we kindly ask that you notify within 7 days of the arrival in writing and include images of the product, consignment labels, and the entirety of the internal and external packaging for our consideration. This information is crucial for us to expedite the resolution process and provide you with the best possible assistance. Unfortunately, if damages are not reported to us within 7 days of delivery receipt, we cannot be held responsible.
Delivery Charges
We will charge additional delivery fees and reschedule delivery dates if you cannot take delivery after it has been confirmed.
Change-of-mind returns will be at your cost.
Authority Return
Goods will not be accepted for credit after dispatch without a Goods Return Authority. You will be liable for all delivery and insurance charges for returned goods.
Free Gifts Warranty
No warranty is provided for free gifts.