Warranty & Returns Policy

Warranty Exclusions:

Our warranty does not apply if:

The product has not been assembled, maintained, cleaned, installed or operated in accordance with the manufacturer's instructions or recommendations.
The product has been subjected to abuse, improperly treated, neglected, or misused.
The product has been exposed to the elements; and/or
repairs, maintenance or service have been done by an unauthorized person.
This warranty does not extend to chips, scratches and marks occurring in products surfaces.
This warranty does not extend to products which are intended for commercial use.

Warranty call out fees if apply:

Warranty claims are covered to the address specified on your invoice, Suave Furniture at there discretion may warrant products if moved to new property if they believe it wasn't caused by move, also there is a service fee to come and inspect but will be refunded if it is a fault with the product.
If you have moved property outside of Melbourne metro or further distance this will incur additional fees.
If you have arranged to pick up goods from one of our stores or warehouse you will have to arrange to bring it back to be inspected.

SPECIFIC EXCLUSIONS – LEATHER / FABRIC, UPHOLSTERED FURNITURE

The following specific exclusions and product specific issues relate to leather / fabric, upholstered furniture.

The natural features of leather result in finished products that display variation and individual characteristics.
Leather - Due to the natural variations and characteristics of leather, the supplier cannot guarantee total uniformity of each piece of furniture. Natural variations include but not limited to grain and colour variation, vein lines, insect bites, creasing and healed scar marks.

iii. Fabric – The occurrence of pilling is not considered a defect or fault as it is a result use and does not affect the durability or functionality of the fabric.

Upholstery – All foam cushions experience normal settling (softening) with use. Fiber fill cushions will compact and reflect body impression as a result of use. This is part of the natural ageing process. Any other issues as a result of normal wear and tear including creasing and puddling of cushion covers.

SPECIFIC EXCLUSIONS – TIMBER / TIMBER VENEER FURNITURE ITEMS

The natural features of timber result in finished products that display variation and individual characteristics. These characteristics include but are not limited to colour variation, knots, wavy irregular grain patterns, gum veins and non-directional grain, which should not be mistaken for faults. Uniformity of each piece of furniture as a result cannot be guaranteed.

What about my rights under the Australian Consumer Law?

Your purchase of products from Suave Furniture is subject to certain laws including, without limitation, the Australian Consumer Law. The Australian Consumer Law provides you with certain rights that cannot be excluded, including that the products must be of acceptable quality, reasonably fit for the purpose that Suave Furniture represents they will be fit for, and that the products will correspond with any relevant description. Nothing in Suave Furniture Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.

How do I make a warranty claim?

Please contact your Suave Furniture store of purchase.

Your claim must include:

Photographs clearly showing the alleged fault;
A copy of your purchase invoice; and
Details of the claim being made.

Your warranty claim can only be assessed when all the above items are provided.

Change of Mind Policy

Under Australian Consumer Law, you are not entitled to a refund on a product if you change your mind. Please take care in selecting products, as a change in mind is not a refundable event.

You are also not entitled to return a product if you have found a similar product elsewhere cheaper, you have damaged the product or, you decide that you no longer have a use for the product.

Suave Furniture may, in its absolute discretion, permit a change of mind exchange, in limited circumstances, however, we are not legally obliged to do so. Suave Furniture is unable to exchange items that have been used or damaged under our change of mind policy.

How long will it take for my claim to be processed?

Once you have submitted your warranty claim with all required details, your local Suave Furniture retail store will contact you within 5 business days to discuss your claim, request any further information that may be required to assess your claim, and to provide you with a timeline for your claim.

The resolution of your warranty claim will be dependent on:

Being provided with all information necessary to assess your claim, including further information that may be required, in addition to the initial information required as part of your claim; · Whether a physical assessment of the product is necessary in Suave Furniture opinion and the availability of Suave Furniture and you to provide access to the product; and · Availability of service technician or replacement parts.

Whether a product is replaced, refunded or repaired will be at absolute discretion, subject to the operation of the Australian Consumer Law. You must, at all times, cooperate with Suave Furniture in relation to the resolution of your warranty claim, including providing access to the product as requested by Suave Furniture. In the event that you fail to reasonably cooperate with Suave Furniture in relation to a warranty claim, Suave Furniture may close your warranty claim without resolution, which may affect your legal rights to make a warranty claim in the future.

REFUND POLICY:

CHANGE OF MIND POLICY

Under Australian Consumer Law, you are not entitled to a refund on a product if you change your mind. Please take care in selecting products, as a change in mind is not a refundable event.

You are also not entitled to return a product if you have found a similar product elsewhere cheaper, you have damaged the product or, you decide that you no longer have a use for the product.

WHAT IS SUAVE FURNITURE’S REFUND POLICY?

Where it is established that a refund is required to be made to you, your refund shall be processed against the original card/bank account that made the purchase. If the original card/bank account is not available, Suave Furniture shall not be required to make a refund to an alternate card/bank account until such time that the customer satisfies Suave Furniture of the identity of the owner of the product.

Suave Furniture does not cancel order due to delays that our out of our control. Eg: shipping delays, overseas lockdowns, material out of stock.

Special order require a 50% deposit unless agreed otherwise upon time of sale & can not be cancelled in anyway.

It is up to customer to make sure goods have easy access for delivery and fit into there house.

A refund will only be processed once the affected product has been returned to Suave Furniture.

WHEN AM I ENTITLED TO RETURN A PRODUCT?

You are entitled to return a product under circumstances where:

The product/s delivered to you do not correspond with your order; or
There is a major failure with a product, as defined in the Australian Consumer Law.