Warranty, refund, cancellation and privacy policies

Warranty

We provide a warranty up to 12 months from the order date to the original purchaser. The warranty applies only under normal domestic usage and covers all manufacturing defects; workmanship or materials.

Chaise Sofas will repair or replace defective parts at our discretion, as deemed appropriate by Chaise Sofas.

If a defect is found Chaise Sofas should be notified promptly using the Chaise Sofas Service Form. We will be happy to resolve any issues quickly. Appropriate photographs should be attached to the service form to correctly identify the issues and affected parts.

No liability will be accepted for additional damage caused by delayed notification of the original defect.

The warranty does not apply to any damage resulting from situations including, but not limited to, misuse, exposure to extreme temperature, negligence, incorrect assembly, accidental damage, normal wear and tear, unauthorised repair, or similar actions.

Fabric and vinyl shrinkage or piling, fading, deterioration due to the application of chemical after-treatments, damage due to improper or ineffectual cleaning are not covered under warranty.

Leather and bonded leather fabrics require regular nourishment using a quality leather rejuvenating product, and are subject to normal wrinkles and creasing. The leather grain and patina are a feature of a natural product and are not a defect covered under warranty. Failure of leather fabrics where inappropriate or no treatment has occurred will not be considered under warranty.

The warranty covers any transit damage caused by the international freight or Chaise Sofas transport only.

If on unpacking your new Chaise Sofa you discover any major defects or damage just complete our Service Form and we will arrange a service visit to replace the affected pieces, no problem!

It's a good idea to open the cartons carefully and keep all the packaging until you have assembled and thoroughly checked your new sofa.

Refund or Exchange

We are not required to provide a refund or replacement if you change your mind. Please choose very carefully when selecting the size, colour and style required.

If you wish to exchange your unfulfilled order for a different item you can reorder. For example, you may wish to change the item colour, or select a different size.

If you wish to return an item for refund you must notify us within 24 hours of receiving the goods. A Return Merchandise Authority (RMA) will be issued at the sole discretion of Chaise Sofas.

All items returned must be in the same condition as supplied; unused, unassembled, complete with all fixings, instructions and with original undamaged packaging.

Returned items must be checked and repackaged by Chaise Sofas before any refund will be considered. Please allow up to seven days for this inspection.

Items accepted for restocking will be refunded less a restocking charge.

Items returned to a Chaise Sofas warehouse will be subject to a 25% restocking fee. Items returned using Chaise Sofas vehicles will be subject to a 35% restocking fee. The restocking fee covers our cost to collect, inspect and repackage the item and make the item ready for a future client purchase.

You can request a return by clicking here. We will schedule a collection of the items at the next available opportunity.

Chaise Sofas offers a great delivery and assembly service at a very competitive rate. If you are eligible for a refund for your product due to a defect or when there is no replacement available, the refund will not include any delivery or assembly costs. These services will only be refunded based on their own merit.

If you are not happy with the delivery or assembly service we have provided please complete our Service Form and we will do our best to rectify the situation.

This refund policy is not intended to exclude or limit any rights which you may have under Australia Consumer Law.

Cancellations

There is a lot of work involved from when you place your order until you receive your order. Last minute cancellations cost time and money, when we could be passing on the savings to you and other customers.

Cancellation of unfulfilled orders will be accepted at the sole discretion of Chaise Sofas and will only be considered within 48 hours of placing your order.

Agreed deposits are non-refundable. Balance payments will be refunded in full.

To cover processing and product handling costs cancellations will be subject to a cancellation fee of at least 15%, or the value of your agreed deposit, whichever is higher.

You are responsible for confirming all furniture dimensions with measurements in your home.

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under 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.

You have the right to have goods replaced, repaired or to receive a refund where:

  • the goods are faulty
  • the goods are wrongly described
  • the goods are different from a sample shown to you, and/or
  • the goods do not do what they are supposed to do.

These consumer guarantees are implied into all consumer contracts and cannot be excluded, restricted or modified.  These are in addition to any voluntary warranties offered by a manufacturer.

Any shipping costs to return the original product to Chaise Sofas will be at our cost when we consider the goods to have breached a consumer guarantee. If on examining goods returned to Chaise Sofas the goods are found not to be in breach of the consumer guarantees, Chaise Sofas may charge you a fee for examining the goods, and any cost to return the goods to you. 

Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that the problem with the goods was not your fault. 

Consumer Guarantees do not apply where in Chaise Sofas reasonable opinion the goods became unacceptable due to fair wear and tear, or the customer’s misuse, failure to use the goods in accordance with manufacturer's instructions, or failure to take reasonable care.

Contact

Where you have an issue relating to your order, please immediately contact Chaise Sofas by using our Service Form located at https://service.chaisesofas.com.au.

Privacy Policy

This policy covers how Chaise Sofas treats personal information that we collect and receive, including information related to your use of the Chaise Sofas website, products and services. Personal information is information about you that is personally identifiable like your name, address, email address, or phone number, and that is not otherwise publicly available.

This policy does not apply to the practices of companies that Chaise Sofas does not own or control, or to people that Chaise Sofas does not employ or manage.

Information Collection and Use

Chaise Sofas collects personal information when you request information from us, and may collect personal information when you use the Chaise Sofas website www.chaisesofas.com.au or the pages of certain Chaise Sofas affiliate sites. Chaise Sofas may combine information about you that we have with information we obtain from business partners or other companies.

When you call us we ask for information such as your name, email address, post code and furniture interests. Once you call Chaise Sofas and answer our questions, you should not consider yourself anonymous to us.

Chaise Sofas collects information about your transactions with us.

Chaise Sofas automatically receives and records information on our server logs from your browser, including your IP address, Chaise Sofas cookie information, and the page you access.

Chaise Sofas uses information for the following general purposes: to customise the advertising and content you see, fulfil your requests for products and services, improve our services, contact you, conduct research, and provide anonymous reporting for internal and external clients.

No child under 13 should call us or request information from our website. If you request information from us, we will presume that you are over 13 years of age.

Information Sharing and Disclosure

We will not share your personal information with third parties.