WARRANTY

HOME SWEET HOME SOFAS & LIVING PTY LTD

To make a warranty claim with Home Sweet Home Sofas & Living, you should submit your claim, along with proof of purchase, through the Home Sweet Home Sofas & Living Customer Care portal. For more detailed information about your rights under Australian Consumer Law and consumer guarantees, you can visit www.consumerlaw.gov.au.

Exclusions from Warranty Coverage:

You will not be entitled to a remedy under the Home Sweet Home Sofas & Living Warranty if:

• The product has been misused or improperly handled, resulting in damage.
• You received what you requested but later changed your mind, found a cheaper option elsewhere, or decided you no longer like the purchase.
• You were aware or informed of any faults before purchasing the product.
• The issue is a result of normal wear and tear.
• The damage occurred due to improper assembly or modification, unless performed by Home Sweet Home or their contractors.
• The product was damaged due to abnormal use, misuse, or abuse.
• Improper care or maintenance led to damage, including issues with fabric, leather, or timber.
• The damage pertains only to external or product packaging.
• The damage occurred during your own handling and transportation of the goods.
• There are insignificant minor variations in product dimensions, colour, grain, or finish.
• The product has insignificant minor imperfections or superficial blemishes.

Care Instructions:

Lounges - Fabric/Material Upholstered:

• Use furniture as intended. Avoid sitting on the arms of lounges or pivoting on the back legs of chairs.
• Cut loose threads rather than pulling them.
• Vacuum with a soft attachment to remove dust, and avoid harsh brushing or sharp objects that may snag threads.
• Keep pets off fabric-upholstered furniture.
• Follow specific care and cleaning instructions for your fabric furniture.

Leather/Synthetic Upholstered:

• Do not use a vacuum cleaner on leather lounges.
• Regularly apply a leather conditioner to prevent drying, cracking, and peeling.
• Leather peeling can be caused by body oils, salts, or certain medications. Clean spills immediately and use cleaning products designed for leather.
• Keep leather furniture out of direct sunlight to avoid drying, fading, and cracking.

Timber Finishes:

• Use furniture as intended and avoid extreme conditions that may cause cracking. Use coasters and protective coverings to prevent damage from hot objects and spills.
• Clean surfaces regularly with a nonabrasive, damp soft cloth.

Mattresses:

• Rotate your mattress regularly and use a high-quality mattress protector. Clean stains with mild detergent and cold water. Avoid jumping on the bed or allowing pets to sleep on it.

Warranty Terms & Conditions:

• Refunds: Refunds are not provided for incorrect product or colour choices or if the goods are no longer required.
• Defects: The warranty against defects applies only to products used for normal domestic purposes.
• Liability: Home Sweet Home Sofas & Living is not liable for incidental loss or damage arising from the installation or operation of the product.
• Transportation: Replacement product transportation is at Home Sweet Home's discretion.
• Proof of Purchase: A warranty claim must be accompanied by the Original Tax Invoice as proof of purchase.
• Warranty Period: The warranty covers defects in materials and workmanship for twelve months from the date of purchase.
• Repair or Replacement: Home Sweet Home will repair or replace defective goods at their discretion. Replaced or repaired items will only carry the unexpired portion of the original warranty.

Warranty Exclusions:

General Exclusions:

• Defects caused by mishandling or misuse of the product.
• Defects resulting from transportation and cartage by the purchaser or their agent.
• Defects due to failure to maintain the product as per the provided care and maintenance instructions.
• Damage arising from modifications, alterations, improper assembly, tampering, abnormal use, or abuse.
• Defects in products sold with pre-existing faults or as-is off the floor.
• Natural characteristics of the material used.

Lounges:

• Fabric/Material/Foam: Warranty excludes sun damage, fading, pulling of material, cuts, pilling, stretching, sagging, normal wear and tear, accidental damage, and damage from the use of harmful chemical agents.
• Leather/Synthetic: Warranty excludes sun damage, stretching, fading, sagging, peeling, body impressions, and failure to maintain as per guidelines. Damage from medications or residue in perspiration is also excluded.

Timber Products:

• Timber: Excludes cracking due to environmental conditions beyond control, natural characteristics of the material, use of harmful cleaning agents, or damage from heat and sun exposure.

Mattresses:

• Staining and Soiling: Excludes stains, body impressions less than 32mm, failure to follow maintenance guidelines, and use of harmful cleaning agents.

Marble:

• Unique Characteristics: Marble and Travertine are natural materials with unique markings, patterns, and colour variations.
• Protective Measures: Use protective heat coverings for hot objects; a tablecloth alone is insufficient. Always use coasters for glasses, bottles, or cups. Clean spills immediately and remove dirt and dust with a warm, damp cloth.
• Natural Variations: Colour and texture variations are inherent to natural products like stone, marble, and timber. These are not considered faults.

Fibre Reinforced Concrete (FRC):

• Characteristics: FRC offers an industrial look and features natural variations in colour and characteristics. Marks, stains, and hairline cracks may develop over time and are part of it's character, not defects.
• Warranty: Variations and signs of wear are not covered under the manufacturer’s warranty.

Outdoor Furniture:

• Fabric Fading: All fabrics, including outdoor fabrics, will fade with sun exposure, particularly in Australia’s harsh UV climate. Keep cushions inside or covered with a waterproof outdoor cover.
• Warranty: Fading is not covered under warranty. The best care is to use custom-made, fitted covers in acrylic or polyester waterproof material.

Making a Claim:

1. Notification: Cease using the product immediately upon noticing a defect.
2. Customer Care Form: Fill out the 'Customer Care Form.'
3. Assessment: Home Sweet Home will assess your claim and respond within 5 business days. They may require photographic evidence or an onsite inspection.
4. Repair/Replacement: If a defect is confirmed, Home Sweet Home will repair or replace the product at their discretion. All repair or replacement parts will be covered at Home Sweet Home’s expense, but other expenses, including removal costs, may be your responsibility.
5. Liability: Home Sweet Home is not liable beyond the repair or replacement of defective parts or products.

Consumer Guarantee:

Australian Consumer Law: Home Sweet Home goods come with guarantees under Australian Consumer Law.

You are entitled to a replacement for a major failure and to have the goods repaired or replaced if they fail to meet acceptable quality standards, as determined by Home Sweet Home.

Frequently Asked Questions (FAQ)

Terms of Sale:

• Payment: Full payment is required before pickup or delivery. Accepted methods include cash, cards, direct debit, and finance solutions.
• Delivery/Pickup: Home Sweet Home will contact you to arrange pickup or delivery once products arrive in-store. Additional fees apply for missed deliveries. Pickup should occur within 7 days.

Warranty Exclusions:

• Exclusions: Includes damage from incorrect assembly, storage, use, or cleaning, normal wear and tear, impact or accident damage, stains, rips, pilling, peeling, creasing, fading, or discolouration from sunlight.

How to Claim:

• Contact: Notify Home Sweet Home within 7 days of defect appearance. Cease using the product immediately. Provide proof of purchase (Original Tax Invoice).

Correction of Problem:

• Repair/Replacement: Home Sweet Home may examine the product to determine if the defect is covered. If so, they will repair or replace the product at no cost.

Transportation Costs:

• Costs: Transportation costs are at Home Sweet Home’s discretion.

Repair Costs:

• Responsibility: Repair or replacement parts are covered, but you may be liable for additional expenses, including removal costs.

Liability:

• Limitations: Home Sweet Home’s liability is limited to repair or replacement of defective parts or products.

Consumer Guarantee:

• Entitlements: Under Australian Consumer Law, you are entitled to replacements or repairs for major failures or unacceptable quality issues, as determined by Home Sweet Home.

Important Notice:

By processing and confirming an order, the customer agrees to the following:

• Custom Made or Ordered Items: No refunds, cancellations, or returns. Cancellations incur 100% of the total price.
• Standard Goods: Cancellations incur a 30% fee.
• Sale Items: No refunds or exchanges. Claims are not recognized on sale, off-floor, or as-is items.
• Timber Furniture: Subject to natural settlement cracks and movement, which are not covered under warranty.
• Material/Fabric/Synthetic/Leather: Pulling, pilling, stretching, sagging, and normal wear and tear are not covered.
• Guardsman Products: Recommended for protection.
• Goods Ownership: Goods remain the property of Home Sweet Home Sofas and Living P/L until payment is made in full.
• Delivery Delays: Approximate delivery/waiting periods are based on current information from manufacturers; suppliers cannot be held responsible for delays.
• Warehouse/Store Hold: Goods can be held for a maximum of 14 days, after which storage fees apply.
• Delivery Charges: A second delivery fee will be charged if no one is available to receive goods on the arranged day.
• Warranty Claims: Accepted only with the original receipt of purchase.
• Payment Terms: Minimum 30% deposit on sale items, 100% on custom-made or ordered items.
• Full Payment: Required before delivery. Failure to collect or take delivery within 21 days after contact may result in the cancellation of the sales order and forfeiture of all monies paid.

Custom Order Terms:

• Payment: Full payment required for special or custom orders.
• Cancellation: No refund for cancellations. All payments are forfeited with a 100% cancellation fee.
• Deposits: Deposits are forfeited if the order is canceled.
• Delivery: If goods are not collected or delivered within 21 days from the date of contact by the Delivery department, the Sales Order is canceled, and all payments are forfeited.

Layby Terms:

• Please note that layby services are not offered for in-store purchases.
• There is no option to hold or reserve stock.
• Full payment is required at the time of purchase.

Delivery Information:

• Presence: Be present at the delivery point on the scheduled day and time. An additional fee applies if delivery cannot be completed due to your unavailability.
• Date Changes: Notify at least 48 hours prior to a scheduled delivery or pickup to avoid a $50 storage fee.
• Service Scope: Door-to-door delivery. Moving goods past the door is at the driver’s discretion and not covered for damages.
• Fit: Ensure goods will fit through doorways and into their intended location before delivery.
• Inspection: Inspect goods before signing acceptance. After signing, you are considered satisfied, and no future damage claims will be accepted.
• Failure to Collect: Goods not collected within 21 days from the date of contact will result in cancellation of the Sales Order and forfeiture of all payments.

Customer Pickups:

• Transport Responsibility: You are responsible for transporting the goods and securing them. Home Sweet Home is not liable for damage caused during transport.
• Inspection: Inspect goods before leaving the warehouse. If packed in a manufacturer’s box, open and check before leaving.
• Liability: Home Sweet Home is not responsible for damage once goods leave our warehouse.
• Failure to Collect: Goods not collected within 21 days from the date of contact will result in forfeiture of the Sales Order.
• Pickup Changes: Any change to the agreed pickup incurs a $50 storage fee.

Extended Warranty:

• Coverage: Two options available: Gold Tier and Platinum Tier, offering different coverage levels.
• Eligibility: Only applicable to delivered products. Pickups void this policy.
• Purchase Timing: Must be purchased before delivery and is non-transferable.
• Additional Coverage: This warranty is in addition to the standard warranty and consumer rights under Australian Consumer Law.
• Consumer Rights: Includes rights to replacement, refund, and repair under Australian Consumer Law.
• Terms Updates: Home Sweet Home reserves the right to update terms and conditions.
• Responsibility: The Purchaser must read and understand the terms and conditions.

Warranty General Terms:

• Defects Coverage: Goods are covered for defects in materials and workmanship for twelve months from purchase.
• Claims: Home Sweet Home reserves the right to inspect goods and may replace, repair, or issue a credit note based on findings.
• Inspection: Inspect goods upon delivery and sign acceptance. No future damage claims will be accepted after signing.
• Notification: Claims for faults, defects, or inconsistencies must be submitted through the customer care form within 24 hours of delivery. Failure to notify within this time frame will be deemed acceptance of goods as defect-free.

WHAT THIS WARRANTY COVERS: 

This Extended Warranty covers the following as outlined below:

TYPE	STANDARD WARRANTY	EXTENDED WARRANTY
		GOLD WARRANTY TIER	PLATINUM WARRANTY TIER
Lounges – Fabric or Leather	1 year – material, fabric, synthetics, and leather  1 year – electrics, motor parts  3 years – mechanism  5 years – frame structural warranty	3 years – material, fabric, synthetics, or leather  4 years – electrics, motor parts  4 years – mechanism  10 years – frame structural warranty	5 years – material, fabric, synthetics, and leather  5 years – electrics, motor parts  5 years – mechanism  20 years – frame structural warranty
Timber	1 year – timber products  1 year – bed slats	3 years – timber products  3 years – bed slats	5 years – timber products  10 years – bed slats
Marble	1 year of total coverage	3 years of total coverage	5 years of total coverage

 

Extended Warranty Coverage and Exclusions:

Coverage:

1. Fabric/Leather Lounges:

   • Coverings: Faults from manufacturing leading to abnormal wear or colour changes.
   • Mechanisms: Malfunctioning parts like recliner handles, glideaways, steel springs, flick handles, and lift mechanisms.
   • Frame, Foam, Seat: Loose or broken feet, arms separating from the frame, damages to structural frames or springs due to natural causes.
   • Power/Electrical: Malfunctioning electrical parts and motors, including USB ports and recliner parts.

2. Timber Products:

   • Cracking/Splitting: Timber cracks and splits due to natural causes.
   • Broken Parts: Bed slats and side rails.
   • Exclusions: Timber in dining chairs.

3. Marble Products:

   • Natural Splitting: Splitting in marble.
   • Peeling: Peeling on polyurethane covers (not from spills or drops).

Exclusions:

1. General:

   • Damage unrelated to furniture quality, fire, flood, pest damage, natural disasters, normal wear and tear, chemical damage, spills, sun/heat exposure, willful acts, pet damage, cuts, fading, stains, burns, accidental damage, failure to follow maintenance instructions, torn threads, or loose stitching.

2. Lounges:

   • Material Issues: Stretching, sagging, tears, pilling, fading, body impressions, and peeling caused by medications.
   • Batteries: Replacement of spent or rechargeable batteries.
   • Noise: Minor noise from mechanisms.
   • Cords/Wires: Damage from tampering or abuse, or if deemed defective in workmanship or materials.
   • Weight: Frames damaged from excess weight or supporting weights over 120 kg.

How to Make a Claim:

1. Immediate Action: Cease using the product upon detecting a defect.
2. Claim Submission:
   • Fill out the customer care form at Home Sweet Home's Customer Care.
   • Provide a copy of the original sales order or tax invoice.
3. Assessment: Home Sweet Home will respond within 5 business days.
4. Inspection and Decision: Home Sweet Home may inspect, repair, replace, or issue a credit note. Photo evidence or an onsite inspection might be required.

Extended Warranty Claims Process:

Inspection and Assessment:

1. Home Sweet Home’s Rights:

   • Inspection: Home Sweet Home may inspect the product to assess the claim.
   • Repair/Replace/Credit Note: Home Sweet Home has the discretion to repair, replace, or issue a credit note for the product.

2. Evidence Requirements:

   • Photographic Evidence: Home Sweet Home may request photos of the defect.
   • Onsite Inspection: In some cases, an onsite inspection may be required.