If you believe that your product is faulty or damaged, in addition to your rights as a consumer under the Australian Consumer Law, the Freedom Warranty may apply to you.
To help us process your claim as quickly as possible, for homewares products please drop in to your nearest store, and for furniture products please fill out the Warranty Claim Form and email to firstname.lastname@example.org. Warranty Claim Form (1.18MB)
The full Freedom Warranty is set out below.
Steinhoff Asia Pacific Limited ACN 051 493 764 trading as Freedom and/or its authorised agents (“Freedom”
” or “us
” or “our
”) provides this warranty (“Warranty”)
for its products that have been purchased in Australia. This Warranty is subject to the Australian Competition and Consumer Act 2010 (“Australian Consumer Law”). The benefits provided in this Warranty are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates. The Warranty period commences from the date of sale. The period of the Warranty will be:
(a) 10 years for frames for sofas, daybeds, chaise, armchairs and recliners;
(b) 2 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and recliner mechanisms), pendant lights and any other product which Freedom identifies in writing as attaching this Warranty; and
(c) 1 year for all other products.
This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.Exclusions
: Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product. In addition, this Warranty will not apply if:
(a) Repairs to a product are made or attempted by a service provider other than one approved by Freedom.
(b) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
(c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure.
(d) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
(e) The product is tampered with in any way.
(f) The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.Mattress warranty:
Freedom will pass on any warranty on a mattress provided to it by a mattress manufacturer to you. The warranty period is as specified by the manufacturer. Consumer guarantees:
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. How to make a claim
To claim under the Warranty, you must:
(a) for curtains and blinds, notify Freedom Curtains and Blinds Customer Service by ringing 1800 676 612 or emailing email@example.com and return the product for repair/inspection to the location identified by Freedom Curtains and Blinds Customer Service;
(b) for all other products, notify Freedom Customer Service by ringing 1300 135 588 or emailing firstname.lastname@example.org, and return the product for repair/inspection to the location identified by Freedom Customer Service.
You will be required to pay for the associated costs (including any freight and insurance charges), unless these costs are significant in which case we will arrange for the product to be assessed either at your premises or ours at our cost. A customer care claim form is available here to assist with furniture claims. Please fill in and send to us using the address information below, or by post to:
Freedom Customer Service
Level 4, 1 Epping Road
North Ryde NSW 2113.
We will assess the product to determine the nature of the issue, whether you are entitled to a remedy, and in the case of a minor failure, the remedy that will be made available to you. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. Before a claim will be processed we require proof of purchase from you, which shall comprise the original sales docket receipt or another form of proof of purchase. We will do our best to resolve the issue in a timely manner.
For any queries please call:
(a) for curtains and blinds, Freedom Curtains and Blinds Customer Service on 1800 676 612 or email email@example.com;
(b) for all other products, Freedom Customer Service on 1300 135 588 or email firstname.lastname@example.org. Click here
to see Freedom’s Returns Policy.