Warranties & Returns
If you have any concerns regarding a product you have purchased from us, please raise a support ticket and attach any photos which might help us resolve the situation as quickly as possible.
Unless we otherwise stipulate all:
a. in store transactions (“standard transactions”)and orders on finance, require a 20% deposit (which cannot be paid by finance), made to order transactions require a 50% deposit ; and
b. online transactions including related delivery and additional charges (if any) require payment in full at time of purchase.
i. Cancellation on standard transactions and online transactions will incur a cancellation fee of 20% of the invoice value. Cancellation on made to order transactions and orders on finance will incur a cancellation fee of 50% of the invoice value. This fee will be deducted from the refund of any money you have already paid. This fee reflects our reasonable costs.
ii. If for any reason we are unable to supply the goods any monies paid will be refunded to you.
iii. Please note that under relevant health regulations, all soft furnishing items (including sheets, pillows, pillow cases, mattress toppers etc.) are non-refundable unless faulty. We encourage you to make your selection carefully prior to your purchase.
3. Refund policy
i. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.
ii. Please choose carefully however as we do not refund simply for change of mind or circumstances.
i. We provide the following supplier warranties against defects:
a. Timber: 1 year structural;
b. Lounge: 5 year structural on frames; 3 year on seating and mechanisms (mechanisms covered to 120 kg weight load only) and 1 year on stitching/covering; and
c. Electric Recliners: 3 year on motors and mechanisms (mechanisms covered to 120 kg weight load only) and 1 year on lights, USB charges, switches and bluetooth devices.
All other goods sold by us are covered by manufacturers’ warranties (if applicable).
ii. Defects covered by our supplier warranties will be repaired or replaced at our discretion (subject to your rights under the ACL) without cost to you for parts or direct repair labour.
iii. Our supplier warranties do not cover, and we are not liable for, any fading or other change in colouration (“exposure”), any damage caused by general day to day wear and tear (“general usage”) or if the goods are used in a manner outside of their prescribed or ordinary use. All other warranties and liability of Focus On Furniture for any loss or damage, direct or consequential, is expressly excluded.
iv. The rights given by our supplier warranties are in addition to any rights and remedies you may have under the ACL and other laws. To claim under our supplier warranty you should call our head office on 03 9238 6999 or write to “Warranties Officer: Focus On Furniture Pty Ltd, 11 Siddons Way, Hallam VIC 3803”. Subject to your rights under the ACL, you are responsible for all costs associated with the claim including all freightage and transport costs. You must be the original purchaser and provide sufficient evidence of your proof of purchase to apply.