Refund and Returns Policy

 

Overview

Product Warranty Policy

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 for 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.

Purchasing from Furniture Pro:

Furnlink will accept product returns and assist you to repair, replace or issue you with a refund under warranty where:

• The product is found to be defective/incorrect/incomplete/faulty, and;
• If your product or order is incorrect or incomplete, you are required to notify Furniture Pro and provide photos within 3 business days of receiving your delivery.
• You have an order reference/ receipt or adequate proof of purchase.

Product Warranty:

Listed/ extended product defect and/or structural warranty periods such as 60-months or 5 years are limited to genuine defects only and do not cover wear & tear.

Product/s that have been used for a fair length of time prior to the defect being noticed may be subject to reduced compensation at the discretion of Furnlink and/Furniture Pro

If a fault arises in a product, you must notify Furniture Pro immediately and cease using the product.

Product Warranty Information:

The following terms and conditions apply to Furniture Pro products:

After reviewing the products and the fault is determined as a major failure where the product cannot be used for its intended purpose the customer can choose:

• a refund considering the following factors which may affect the amount refunded:
  • the type of failure.
  • the length of time since the product was purchased.
  • type of product.
  • how you are likely to have used the product.
  • the length of time for which it is reasonable that the product would be used.
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.
• an identical replacement, or one of similar value if reasonably available.

If the fault is determined as a minor failure where the product can still be used for its intended purpose Furnlink will at their discretion do one of the following:

• repair the goods.
• replace the goods with a product of similar type, value and features.
• offer a refund considering the following factors which may affect the amount refunded:
  • the type of failure.
  • the length of time since the product was purchased.
  • type of product.
  • how you are likely to have used the product.
  • the length of time for which it is reasonable that the product would be used.
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

Returns & Warranty Process:

1. The customer is required to complete the Warranty Claim Form.

2. Furniture Pro will then assess the claim considering the following factors…

• the type of failure.
• the length of time since the product was purchased.
• type of product.
• how you are likely to have used the product.
• the length of time for which it is reasonable that the product would be used.
• the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

3. Furniture Pro will either

a. conclude and skip to step 4. or,
b. ask for more information, photo and/or video evidence to be provided. Failure to provide more information, photo and/or video evidence will automatically deny the claim.
c. engage the product manufacture for further product/batch information history

4. Furniture Pro will accept or reject the warranty claim and notify the customer with all relevant and supporting details.

Product Replacements:

• Furniture Pro may replace the goods with a product of similar type, value and features if the product has been sold out and/or discontinued.
• Replacement Product/s warranty period/s start from the original purchase date and not from the time they were replaced.

Important:

• Furnlink reserves the right to assess the condition and age of goods before providing a repair, exchange or refund.
• You must monitor and regularly check product/s for defects and immediately cease using the product/s when a fault arises.
• Failure to meet conditions as laid out in this policy may result in a repair, exchange or refund being refused.

Purchasing from Authorised Distributors/ Retailers:

 

Furnlink warranty does not cover:

• Incorrect installation and assembly
• Delivery of new parts/products to another address other than original shipping address
• Any installation or inspection costs relating to a claim
• Claims made after the warranty period has expired
• General progressive fading after 6 months
• Failing to follow instructions or guidelines provided
• Failing to properly maintain or store goods correctly
• Product used for any purpose other than for which it is designed for
• Continued use of any product after a defect becomes apparent or should have become apparent to a reasonably prudent operator or user
• Marks on products that are produced in a moulding or manufacturing process (This includes the Ares and Artemis products which have markings made during the moulding process)
• Dark coloured tops in direct sunlight
• Stress marks to Werzalit made tops from manufacturing process
• Replaceable parts and optional accessories e.g. cushions, feet, screws etc. are not covered by warranty

To make a warranty claim please complete our warranty claim form. Claims are made by submitting a claim for approval by Furnlink. Warranty claim approval is always at Furnlink’s discretion. Furnlink reserves the right to reject any claim it deems ineligible under Furnlink’s terms and conditions.

Any orders that include custom powder coated products, or custom modifications (such as cut down stools or table bases) cannot be returned due to a change of mind or wrong information given. Any custom orders that are approved for a warranty claim are subject to lead times that apply for the powder coating or modification.

 

If the claim is approved and covered by warranty Furnlink will send a replacement as soon as practically possible or have the product repaired. If Furnlink replaces the defected products they will be replaced with the same products previously supplied, unless the products are deemed unsuitable for the application by Furnlink

.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

.

Need help?

Contact us at [email protected] for questions related to refunds and returns opr warranties. telephone 0355 612514