Home Sweet Home Sofa’s & Living Warranty.
To make a warranty claim, please log a claim (with proof of purchase) via the Home Sweet Home Sofas and Living Customer Care portal.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au
You will not be entitled to a remedy under this Home Sweet Home Sofas and Living Warranty for:
- misused a product in any way that caused the problem; or
- received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
- knew of, or were made aware of, the faults before you bought the product
- Normal wear and tear
- Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly or modification)
- Damage arising from abnormal use, misuse or abuse
- Damage arising from improper care or maintenance (e.g. fabric, leather, or timber)
- Damage to external or product packaging
- Damage occurring during your own handling and transportation of goods
- Insignificant minor variations in product dimensions, colour, grain or finish
- Insignificant minor imperfections or superficial blemishes
FABRIC / MATERIAL UPHOLSTERED
Please ensure that your furniture is used as it was intended. Do not sit on arms of lounges, and do not pivot on the back legs of chairs.
If a thread becomes loose on the fabric, simply cut it off. Do not pull it. Dust is best removed using your vacuum cleaner with the appropriate soft attachment. Avoid harsh brushing and sharp objects (rings, buckles, toys) as it will cause snagging of threads. Do not allow cats and dogs to walk on fabric upholstered furniture. As many fabrics differ in properties, it is best to follow the unique care and cleaning instructions labelled on your fabric furniture.
LEATHER / SYNTHETIC UPHOLSTERED
Never use a vacuum cleaner on your leather lounge.
Apply a leather conditioner regularly as this will keep the leather from drying out and developing cracks and peeling.
Peeling of Leather – can be caused by Body oils and salts and certain Medications including but not limited to, some chemotherapy, blood pressure and heart medications. Residue of these medications can be excreted in perspiration and cause additional stains and damage.
Home Sweet Home recommends the use of Guardsman Products on our Lounge suites.
Wipe down with a clean soft dry cotton cloth regularly as this will remove dust from the leather and keep it looking its best.
Clean any spills immediately with a soft dry cloth.
Leather should never be cleaned by prolonged soaking in soap or water as this can damage the leather even more than the initial stain you are trying to remove.
Never use any cleaning products that are not designed for Leather.
Keep your Leather out of Direct Sunlight. As with any product, prolonged exposure of furniture to direct sunlight will harm it. Direct exposure to Sunlight will cause the leather to dry out and fade in color and crack
LACQUERED, PAINTED AND RAW TIMBER FINISHES
Please ensure that your furniture is used as it was intended. Do not sit or stand on table tops and do not pivot on the back legs of chairs.
Natural timber and veneer finishes will show distinctive variations and markings in timber nail holes, timber knots, bleeding, patches and color variations which are evidence of being produced from genuine timber materials. Cracking may also occur due to changing environmental conditions. These are common and are not considered a fault. Always use protective heat coverings to protect against hot objects. A tablecloth is not sufficient. Always use coasters when placing glasses, bottles or cups on the surface. Regularly clean surface by wiping with a nonabrasive, damp soft cloth. Never close an extension table with sticky or acidic material on the surface.
Mattresses typically last many years, but a few simple procedures can add years to their lives and improve your sleep comfort as well.
Ensure you take extra good care of your mattress and following the tips below will ensure you get the best out your mattress.
Note: Mattresses with Pillow Top should only be turned around not flipped!
Rotate your mattress. Most people tend to sleep in the same spot on their mattress every night. This can lead to uneven wear on the coil springs that provide support. To minimize this wear and to maximize comfort, manufacturers recommend that you turn your mattress every two weeks in the first three months after purchase. After that, turn it every two months. To turn a mattress, rotate it head to foot and then flip it over. Further disperse wear patterns by rotating or flipping only on occasion.
Use a high quality, washable mattress protector to keep your mattress free from stains.
Clean stains with mild detergent or soap and a clean cotton cloth dampened with cold water. Do not use volatile chemical removers, as they can degrade the mattress fabric and underlying materials.
Do not allow your children (or adults!) to jump on your bed. Roughhousing can damage your mattress and avoid where possible animals sleeping in your bed.
Vacuum – The easiest way to tackle dust is to use the upholstery tool on your vacuum cleaner to go over the top and sides of the mattress and as much of the box spring as you can access. Press firmly on the tool to draw out dust beneath the fabric’s surface. Then use the crevice tool to get into the quilting, along the edge welting, and where any pillow top is attached. If you have a garment steamer, go over the mattress with the steamer before you vacuum to help kill and remove dust mites lurking near the surface.
Kill odors – For any telltale odors, spray the mattress and box spring with a recommended disinfectant spray which is safe to use on fabric.
Warranty Terms & Conditions
Refunds will not be given for incorrect choice of product or colour, or if goods are no longer required.
The warranty against defects only applies to products that are used for normal domestic purposes and excludes products used for commercial use.
Home Sweet Home Sofa’s & Living will not be liable for any incidental loss or damage arising from the installation or operation of the product.
Transportation for replacement products is at the discretion of Home Sweet Home.
We will not be liable for any costs or losses suffered by you including consequential loss, damages or loss of profit as a result of any defects of the goods or any failure, malfunction or deterioration of the goods.
WARRANTY TERMS GENERAL
Proof of purchase in the form of the Original Tax Invoice must be produced at time of notification of the defect for a warranty claim to be considered.
In some cases, Home Sweet Home may require onsite inspection and or photographic evidence of the fault.
We warrant that all goods supplied by us will be free from defects in materials and workmanship for the period of
Twelve months from the date of purchase.
We will repair or replace at our option, any goods that are defective by reason of faulty workmanship or defective
Materials. Some replacement parts may be subject to availability and may differ from the one’s originally supplied
In this instance the replacement parts will be of a comparable functionality. Replaced or repaired items will only
Carry the unexpired portion of the original warranty.
Upon delivery of Goods you must inspect the Goods and sign the acceptance of delivery, once the goods are signed for we assume that you are satisfied with the goods and Home Sweet Home Sofa’s & Living P/L will not be liable for any future damage claims, you must notify us in writing within 24 hours of delivery of any faults, defects, damages or inconsistency with the quantity, quality, description or quotation in respect of the Goods delivered. If you fail to comply with this clause the Goods will be deemed to be free of any defect and you are deemed to have waived any right of claim in respect of the Goods under this clause.
The warranty covers all parts found to be defective in workmanship and /or materials during the warranty period.
Warranty is not transferable to another person and is only valid to the original purchaser.
WARRANTY TERMS FOR LOUNGES, RECLINERS AND OTHER LIVING PRODUCTS
12 Months Limited Warranty on – Material, Fabrics, Synthetic & Leather
12 Months Limited Warranty on – Electrics, Motor Parts
3 Year Limited Warranty on Mechanism
5 Year Limited Warranty on Frame
WARRANTY TERMS FOR TIMBER PRODUCTS
12 Months Limited Warranty on Timber Products
WARRANTY TERMS FOR MATTRESSES
5-10 Year Limited Warranty dependent on Manufacturer and Supplier
Warranty will not cover
Defects caused by mishandling and or misuse of the product (See General Care)
Defects caused by transportation and cartage by purchaser or their agent.
Defects caused by failure to maintain the product in accordance with care & maintenance instructions (Refer to Manufacturers instruction label attached to product and general care).
Damaged caused through any modifications, alterations, improper assembly, tampering or products used in an abnormal manner or subject to abuse and not used for the products intended purposes
Defects made known to Customer on products sold damaged as is off the floor or sale items with pre-existing faults.
Anything that is a result of a natural characteristic of the material used
Fabric/Material/Foam – Sun Damage, fading, pulling of material/fabric, cuts from sharp objects, pilling, stretching sagging of material/fabric/synthetic. Sagging of Foam, stitching, normal wear and tear and accidental damage, cleaning with chemical agents detrimental to the finish of the product.
Leather/Synthetic – Sun Damage, Stretching, fading, sagging of Leather, piling or Peeling of covering material or leather paint which can be caused by certain Medications including but not limited to some Chemotherapy, Blood Pressure and Heart Medications. Residue of these medications can be excreted in perspiration and cause additional stains and damage. Body impressions on sofas and chairs, Failure to maintain the covering material as per manufacturers guidelines.
Cracking of Timber due to changes in environmental conditions that is beyond the control of Home Sweet Home. Anything that is a result of a natural characteristic of the material used. Use of chemical cleaning agents that are detrimental to the timber finish or damage from heat and sun exposure.
Staining and soiling. Body impressions on mattresses where the indentation is less than 32mm. Failure to follow manufacturers maintenance guidelines. Use of chemical cleaning agents detrimental to the covering material.
Marble and Travertine are natural materials. Each piece is unique in markings and patterns and colour variation.
Always use protective heat coverings to protect against hot objects, a table cloth is not sufficient.
Always use coasters when placing glasses, bottles or cups on the surface. Any liquid spills should be wiped clean immediately. Remove dirt and dust by wiping with a warm, damp cloth.
Variations in colour or texture on natural products i.e stone, marble, timber.
This is a characteristic in the product and is not a fault. We cannot guarantee that each natural product is identical in colours, markings or texture.
Making a Claim
To make a claim, refer to customer care form. To claim under these defect warranties, the purchaser must:
- Cease using the product immediately after the defect appears,
- Fill out the 'Customer Care Form' .
Once notified, Home Sweet Home will assess your claim, and respond within 5 business days. If a part or product is determined by Home Sweet Home to have a manufacturing or material defect, Home Sweet Home will repair or replace that part or product at our discretion. In some circumstances we may require photographic evidence or an onsite inspection to assess your claim.
All repair or replacement parts and /or goods will be at our expense, but you may be liable for other expenses including but not limited to, cost of removal.
Home Sweet Home sofa’s and living has no liability to the purchaser under these defect warranties (other than repair or replacement of the defective part or product).
Home Sweet Home goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for a major failure. You are also entitled to have the goods repaired or replaced at the discretion of Home Sweet Home if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
FREQUENTLY ASKED Q & A
Terms of Sale
- Full payment for your purchase is required before pickup or delivery of your purchase. We accept cash, cards, direct debit and offer finance solutions.
- Delivery and Pickup?
- Once your products arrive in store we will contact you to arrange pickup or delivery. If delivery cannot be made at the arranged time for example you are not home, then an additional delivery fee will apply for second delivery. If you have arranged to pick up your goods, we would appreciate it if these goods are collected within 7 days.
- Warranty Exclusions?
- Warranty does not include Damage caused by incorrect assembly, storage, use or cleaning of the product. Normal Wear and Tear or damage caused by impact or accidents including but not limited to stains, rips, wearing, pilling, peeling, creasing or fading of upholstery or leather. Fading or discoloration caused by exposure to direct sunlight.
- How to claim?
- If your product is defective you can make a claim by contacting the Home Sweet Home store from where you made the original purchase within 7 days after the defect appears. You must cease using the product immediately after the defect appears. You will need to provide proof of purchase in the form of your Original Tax Invoice as part of your claim.
- What will be done to correct the problem?
Once notified Home Sweet Home may need to examine the product to determine if the defect is covered by the warranty. If it is covered, Home Sweet Home Sofa’s & Living will, at its choice, either repair the product or replace it with the same or comparable product at no cost.
- What are Transportations Costs when making a claim?
- Costs are at the discretion of Home Sweet Home
- Who is responsible for repair costs?
- All repair or replacement parts and/or goods will be at our expense, but you may be liable for other expenses including but not limited to, cost of removal (refer transportation costs).
- What is our Liability?
- Home Sweet Home has no liability to the purchaser under these defect warranties (other than repair or replacement of defective part of product).
- What is our consumer guarantee?
- Home Sweet Home goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement for a major failure. You are also entitled to have the goods repaired or replaced at the discretion of Home Sweet Home if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Terms and Conditions of Sale
By processing and confirming the order the customer agrees to the following;
-No refunds on custom made or ordered items.
-Custom made or ordered items cannot be cancelled or returned.
-Cancellation of custom made or ordered items will incur 100% of total price.
-Cancellation of standard goods will incur a 30% fee.
-No refunds or exchange of sale items.
-Refunds will not be given for customer’s incorrect choice of product or colour or where goods are no longer required, strictly no claims recognised on all sale, off floor and or as is items.
-No responsibility accepted on any furniture picked up from store.
-All timber furniture is subject to settlement cracks. Due to weather conditions. Humidity etc, the product will expand naturally or move which will form splitting and cracking of the timber.
-Check your goods before leaving.
-Goods remain the property of Home Sweet Home Sofas and Living P/L until payment is made in full.
-Where applicable, quoted approximate delivery/waiting periods are provided using current information provided by manufacturers, suppliers cannot be held responsible for delay.
-Customers are to be aware that due to the nature of timber, there may be a slight difference in grain and shade from floor stock to delivered stock.
-Goods can only be held at the store for a maximum of 7 days, otherwise storage fee will be charged.
-The delivery charge is for one delivery only, if for any reason no one is home to receive goods on the arranged day a second delivery fee will be charged.
-Warranty claims will only be accepted with the original receipt of purchase.
-Goods not accepted without proof of purchase.
-Minimum 30% deposit on sale items or floor items.
-Minimum 100% deposit on custom made or ordered items.
-Full payment of your order will be required prior to delivery.
-Failure to collect or take delivery of goods after 21 days from the date of contact by our delivery department will result in the sales order being cancelled and all monies paid being forfeited.
CUSTOM ORDER TERMS
-By signing the customer agrees to the following;
-Payment in full is required for special or custom orders.
-If you cancel your order no refund will be given. All monies that have been paid will be forfeited 100% cancellation fee.
-All monies that have been paid as a deposit will be forfeited if order is cancelled.
-Failure to collect or take delivery of goods after 21 days from the date of contact by our Delivery department, will result in the Sales Order being cancelled and all monies paid being forfeited.
-By signing the customer agrees to the following;
-Laybys are for a maximum period of 12 weeks.
-A minimum payment of 30% deposit of the layby total must be paid.
-Fortnightly payments must be made or the layby agreement will be terminated which will forfeit a 100% cancellation fee of all monies paid.
-If you cancel your layby NO refund will be given.
-Your layby must be collected by the due date.
-To collect the layby you will need to provide the original receipt or photo ID.
-Failure to collect or take delivery of goods after 21 days from the date of contact by our Delivery department will result in the Sales Order being cancelled and all monies paid being forfeited.
-Before completing your layby payment you will need to give 4 week’s notice to Home Sweet Home Sofas & Living P/L as goods need time to be prepared for delivery.
DELIVERY INFORMATION, PLEASE READ AND SIGN
By signing the customer agrees to the following;
-Please ensure that you are present at the delivery point on the day of delivery and at the time discussed. If we are unable to complete the delivery as a result of you not being available at the pre-arranged time to accept the goods you will be subject to an additional delivery fee.
-If you wish to change your delivery date/or pickup date, you must notify us at least 48 hours prior to the scheduled delivery or you will incur a $50 storage fee.
-Home Sweet Home Sofas & Living P/L delivery service is door to door. In most cases our delivery drivers will be happy to move the goods past your door into their intended location, but we do not accept responsibility for any damage that may be caused to the goods delivered, or the customers property, in the event of an accident.
-It is at the discretion of our delivery drivers, if they will move goods past your front door after taking into consideration that this can be done in a safe manner.
-It is up to our delivery driver’s discretion if they will move goods past your front door, taking into consideration that this can be done in a safe and diligent manner.
-It is your responsibility as the purchaser, prior to delivery, to ensure that the goods being delivered will physically fit through doorways and walkways, into their intended location.
-Please inspect the goods prior to signing acceptance of delivery. Once the goods are signed for we assume that you are satisfied with the goods and Home Sweet Home Sofas & Living P/L will not be responsible for future damage claims.
-Failure to take delivery of goods after 21 days from the date of contact by our Delivery department will result in the sales order being cancelled and all monies paid being forfeited.
-By signing the customer agrees to the following;
-By signing this, you agree that it has been your decision to transport the goods you have purchased at Home Sweet Home Sofas & Living P/L to your intended destination.
-You agree that the loading and securing of the goods into your vehicle/trailer is your responsibility and that Home Sweet Home Sofas & Living P/L accepts no liability for goods damaged either by the means of transport chosen by you or by the way in which they are secured to your vehicle.
-You acknowledge that you have been given the opportunity to inspect the goods and are happy with the condition they are in prior to leaving the warehouse. If the goods are packed in a manufacturers box it is your responsibility to open the box and check the goods prior to leaving Home Sweet Home Sofas & Living P/Ls premises.
-Home Sweet Home Sofas & Living P/L accepts no responsibility for any damage caused to the goods once they have left our warehouse.
-Failure to collect the goods after the 21 days from the date of contact by our Delivery department will result in the sales Order being forfeited.
-Any change to agreed pickup will incur a $50 storage fee.