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The Custom Sofa Centre Extended Co-Contribution Warranty

The Custom Sofa Centre provides the following extended warranties to the original purchaser, and it is not transferrable. It requires that you provide proof of purchase, and the extended warranty on your purchase to have been registered within 14 days of the supply or delivery, and such registration has been receipted.

  1. Frame Warranty

    The internal frame construction of The Custom Sofa Centre lounge furniture is covered against manufacturing and material defects for a period of seven (7) years*. This is provided that the defect is not a result of normal wear and tear, misuse or a natural characteristic of the material used. Mechanism Warranty

  2. Mechanism Warranty

    The mechanisms (recliner &/or sofa bed) of our furniture is covered against defects for a period of seven (7) years*. This is provided that the defect is not a result of normal wear and tear, misuse or a natural characteristic of the material used.

  3. Component Warranty

    The padding, comfort foams, suspension system, stitching, sofa base dust cover, and mattresses (recliner &/or sofa bed) of The Custom Sofa Centre lounges are covered against defects for a period of seven (7) years*.

  4. Seating Foam Warranty

    All foam used in the seat cushions of The Custom Sofa Centre lounges is covered against material or manufacturing defects for a period of seven (7) years*. Softening of foam should be expected as a result of normal use and is not to be confused with loss of resilience.

  5. Leather Warranty

    The leather upholstery of The Custom Sofa Centre lounges is covered against splitting and tearing due to manufacturing and material defects for a period of seven (7) years*. This is provided that the defect is not a result of normal wear and tear, misuse or a natural characteristic of the material used.

  6. Fabric Warranty

    The fabric upholstery of The Custom Sofa Centre lounges is covered against manufacturing and material defects for a period of seven (7) years*. This is provided that the defect is not a result of normal wear and tear, misuse or a natural characteristic of the material used.

*As per pro rata schedule opposite.

Schedule

Repairs
Year 0 - 10%
Year 1 - 20%
Year 2 - 350%
Year 3 - 460%
Year 4 - 570%
Year 5 - 680%
Year 6 - 790%

In the event we need to carry out a repair to remedy a minor or major manufacturing fault that is not attributable to misuse or normal wear and tear, you will need to pay the percentage (%) of initial inspection fee to assess the repair cost and if accepted the percentage (%) of the repair costs, as per the table shown opposite.

E.G. In year 3-4, if the standard inspection fee is $189 costs, you pay (60%) $113.40. If you accept the quote or repair costs of $200, in this example you would be required to pay $120 (60%). The total cost would be $233.40

For major faults, you can choose whether to have a repair or refund. For minor faults we reserve the right to choose whether to provide a repair or refund. A major fault is defined as something that makes the sofa impossible to use or changes its appearance, even if repaired.

Refunds
Year 0 - 10%
Year 1 - 20%
Year 2 - 350%
Year 3 - 460%
Year 4 - 570%
Year 5 - 680%
Year 6 - 790%

In the event we are unable to repair the sofa to remedy a minor or major manufacturing fault that is not attributable to misuse or normal wear and tear, you will receive a refund as shown opposite.

E.G. If in year 3 - 4 a refund is agreed too for a sofa that you paid $2,000 for then we would assess your refund to be $600 (30%).

For major faults, you can choose whether to have a repair or refund. For minor faults we reserve the right to choose whether to provide a repair, replacement or refund. If the sofa is to be replaced, then the original sofa must be returned when requested to do so.

A major fault is defined as something that makes the sofa impossible to use or changes its appearance, even if repaired. If a full refund is offered under the major manufacturing defects, the goods will be collected prior to any funds being paid. If refunded, then no further warranty or claims will be applicable.

What does my extended warranty exclude?

The Custom Sofa Centre’s warranty policy specifically excludes claims for:

  • Products used in commercial, rental trade, institutional or other non-residential use.

  • The normal and expected settling of soft filling such as polyester fibre.

  • The stretching of leather or fabric as a result of normal wear.

  • Failure to maintain feather fill as advised resulting in compacted fill.

  • Natural settlement of foam due to normal wear and tear.

  • Fabric pilling.

  • Leather grain variation, colour variation, wrinkling, markings, scars resulting from the natural features of the hide.

  • Damage or degradation of leather or fabric coverings not properly maintained; that is, the regular removal of dust and dirt by appropriate means and the application of endorsed cleaning and leather nourishing products as instructed at the time of sale.

  • Damage to leather or fabric coverings due to the application of chemicals, cleaners or conditioners not endorsed by The Custom Sofa Centre.

  • Discolouration of leather or fabric coverings resulting from exposure to direct sunlight, extreme heat or similar conditions.

  • Damage to leather or fabric coverings caused by the transference of perspiration, body oils or the corrosive ingredients contained in personal care products such as hair gels and skin creams.

  • Surface scratches, dents, chips, marks, accidental breakages, normal wear and tear or damage resulting from misuse or abuse.

  • Damage incurred during handling and transportation of the product by the customer or their contractor.

  • Damages resulting from dye transfer from rugs, cushions, jeans, and other clothing.

  • Furniture repaired by contractors not endorsed by The Custom Sofa Centre.

  • The cost of transportation from the purchaser to The Custom Sofa Centre or its agents if the claim is not covered by the standard warranty conditions.

  • Warranty does not cover faults caused by the product being installed incorrectly or used not in accordance with the product care manual.

  • Exceeding weight limitations.

  • Frame, seam & cushion alignment that are within the handcrafted tolerance level of 15mm for fixed seats and 20mm for modular and or motion seats.

What should I do if I require assistance?

Our Customer Care Centre operates from 9:00am – 5:00pm AEST, Monday – Friday, for all your after sales product and delivery queries please contact our Customer Care Centre by emailing customercare@thecustomsofacentre.com.au

Warranty Claim Procedure

If you would like to submit a warranty claim, please send an email to help@thecustomsofacentre.com.au along with a copy of your purchase order, an explanation of your concern and at least 2 photos/short videos in reference to the issue. Please ensure that you report any concerns or defects within 7 days of noticing it. Once you have raised a warranty request, we may arrange for a Customer Care team member or contractor to visit your home. The team member or contractor will assess your furniture to verify that the product presents manufacturing defects. More than one inspection may be required.

When accessing your claim, the team may request that you email further pictures to support your claim.If your claim is valid, The Custom Sofa Centre will repair, replace or refund the defective product under the terms and conditions of Australian Consumer Law.We remind our customers that softening of cushioning should be expected as a result of normal use and is not to be confused with the loss of resilience.

These warranties are not transferable, and any service is available only to the original purchaser.

Where a non-warrantable fault or defect is found upon inspection the customer is liable to pay a service call out fee of $189 including GST.

Our in-home warranty service only operates within a distance from our store of 50 Kilometres.Please note that a service request requiring travel above this distance from the store will incur additional travel charges or require the customer to return item back to the store of purchase for repair, replacement, or refund.

Other rights

The benefits given by this warranty are additional to other rights and remedies that you may have under law. 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.

Frame, seam & cushion alignment, scuff marks, compression indentations, the change of shape in cushions, colour variation, fabric stretching, loose or fraying stitching, tears to dust covers & small tears do not constitute a Major Fault. This extended co-contribution warranty is not applicable to major defects where the original purchase agreement warranty applies.