Warranty & Claims Procedure

• Please unpack all goods & inspect for any damages.
• If there are issues with the products please email Elegant Collections head office team

at accounts@elegantcollections.com.au with as much details possible of what damage has occurred and include photos.

• Please keep all original packaging so that the items can be collected / returned
• If the insurance company does not wish the damaged item to be collected, buyer will be informed by the team to dispose the items. Buyer will be responsible for disposing off the damaged item(s).

Please mention the following details in your email as this will ensure a quick & speedy resolution to your matter:

1. Full Name

2. Order Number

3. Email Address

4. Postal Address

WARRANTY:

These terms and conditions are subject to the Australian Competition and Consumer Act 2010 (Australian Consumer Law).

1. This Warranty provides additional benefits to consumers, complementing their existing rights and remedies under the Australian Consumer Law and other applicable laws related to the covered products.

2. Elegant Collections warrants its products against manufacturing defects, with coverage commencing on the date of collection or delivery and expiring as outlined in the following terms:

• For manufacturing defects in the internal frame used in Elegant Collections lounges – 24 months for the following models: William, Hamilton, Plush, Cleo, Mornington, Chesterfield, Ava, Austin, Savannah and Grand Luxe Lounge. 12 months internal frame warranty for Madeline.
• For manufacturing defects in the internal springs used in Elegant Collections Mattress' - 5 years warranty.
• Electronic and motion components in Elegant Collections Furniture (such as recliner mechanisms, adjustable headrests, and mechanical accessories) are warranted against manufacturing defects for 12 months.
• Foam and stitching in Lounges are warranted against manufacturing defects for 12 months
• All other Elegant Collections products are warranted against manufacturing/structural defects for 12 months.

3. The warranty period for replacement items remains the same as the original item, expiring at the end of the relevant period from the initial delivery / pick up date.

4. This warranty is non-transferable and only applies to the original purchaser.

5. The warranty does not cover any kind of transportation charges. It will be the customers responsibility to transport the product to the assigned repair facility or distribution warehouse. We may assist in providing a 3rd party transport carrier for the picking and returning of the product at the customer's expense.

6. All original documentation including invoices and receipts must be provided. Due to legal record keeping requirements set by Consumer Affairs Victoria, any warranty claim raised by a purchaser will be handled via email through our head office team and not at a store level. We reserve the right to initially inspect a product in assessing a warranty claim.

EXCLUSIONS TO WARRANTY

This warranty does not cover the following, except to the extent required by the Australian Consumer Law:

1. Damage caused by using incompatible or unauthorised products, chemicals, or cleaning methods on your Elegant Collections product, including harm to leather or fabric coverings.

2. Damage resulting from excessive use, exposure, or environmental factors beyond normal wear and tear.

3. Damage caused by dye transfer from external sources such as rugs, cushions, clothing, or personal care products, including harm to leather or fabric coverings from perspiration, body oils, or corrosive ingredients.

4. Damage resulting from modifications, alterations, improper assembly, or using a product for purposes other than its original and intended use.

5. Furniture repaired by contractors not endorsed by Elegant Collections.

6. Damage caused by failure to follow Elegant Collections' care or manufacturer's instructions.

7. Accidental damage.

8. Products used for commercial, rental, or non-residential purposes.

9. Goods sold as ex-display, clearance, floor stock, or "As Is" where the condition was disclosed prior to purchase.

10. Impressions, indentations, or natural features such as leather grain variation, scars, or colour fading are considered inherent to the product and not defects.

11. Damage caused by pets, including scratches or bodily fluids.

12. Damage resulting from improper mounting of wall-hung items such as cabinets or shelves.

13. This warranty excludes coverage for mirror maintenance and damage caused by accidental breakage, improper securing or hanging, or exposure to excessive moisture or condensation.

14. Wrinkles or "comfort wrinkles" in upholstery, which are common and expected.

15. Velvet and other upholstery materials may exhibit temporary pressure marks due to packaging. These marks can be easily removed by gently steaming the area and brushing with a velvet brush or a damp microfiber cloth after unpacking.

16. Damage caused by improper electrical supply or tampering.

17. Wear and tear resulting from normal use, including scuffs, fading, or softening of foam and fillings over time.

Fair Wear and Tear

Examples of fair wear and tear include:

• Settling of soft fillings in seating or leather products.
• Fading, creasing, or softening of fabrics and leathers with regular use.
• Chips, swirl marks or scratches on hard surfaces from daily use.
• Foams and fillings may soften and conform to the user's shape over time.
• Damage caused by incorrect assembly, such as over-tightening or over-drilling.
• Natural fabric wear: Lint and pilling may occur on natural and synthetic fabrics over time.
• Comfort Wrinkles: Wrinkles and puddling on upholstery are a normal and necessary aspect of a comfortable sofa.