Steinhoff Asia Pacific Pty Limited ACN 051 493 764 trading as freedom and/or its authorised agents (“freedom” or “we” or “us” or “our”) provides this warranty for its products that have been purchased in Australia (“Warranty”). 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 that the contract of sale is completed. 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. To the extent that they are compatible with the consumer laws in Australia, the exclusions and provisos that apply to the freedom Warranty apply to the consumer guarantees.
How to make a claim
To claim under this Warranty or a consumer guarantee, you must:
(a) for curtains and blinds, notify freedom Curtains and Blinds Customer Service by ringing 1800 676 612 or emailing firstname.lastname@example.org and return the product for repair/inspection to the location identified by freedom Curtains and Blinds Customer Service;
(b) for all other products, complete an online claim form at https://freedom-au.zendesk.com/hc/en-us.
You will be requested to either return the product for inspection/repair, or we will arrange for the product to be inspected at your home. freedom reserves the right to charge an upfront call out fee prior to inspection of the product, in which case such a fee will be refunded should freedom determine you have a valid claim.
If you are requested to return the product to freedom for inspection/repair, you will need to arrange and pay for the transportation of the product to the store or other address advised by freedom. If the product cannot be returned easily because of its size or height, freedom will arrange and pay for the transportation of the product. If freedom determines there is a valid claim, it will reimburse you for any reasonable transportation costs paid by you. If freedom determines you do not have a valid claim, you must reimburse freedom for any transportation costs that freedom has paid and any return transportation costs.
freedom 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 (the sales docket receipt or another acceptable form of proof of purchase).
We will do our best to resolve the issue in a timely manner. For any queries please:
(a) for curtains and blinds, call freedom Curtains and Blinds Customer Service on 1800 676 612 or email email@example.com;
(b) for all other products, please visit our help centre https://freedom-au.zendesk.com/hc/en-us.