5. WARRANTY POLICY:
These terms and conditions are subject to the Australian Competition and  Consumer Act 2010 (Australian Consumer Law). 

a. 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.

b. Koala Living provides a warranty against manufacturing defects which  commences from the date of collection or delivery of your purchased product(s) and will end as specified below:
i. For manufacturing defects in the internal frame used in Koala  Living lounges - 10 years;
ii. For manufacturing defects in the electronic and motion components for Koala Living Furniture (these include recliner mechanisms, adjustable head/side rests and mechanical accessories supplied by Koala Living) – 12 months;
iii. For manufacturing defects for all lounge components other than those mentioned in paragraphs b.(i) and b.(ii) (including upholstery, coverings, foam, finishings) – 2 years;
iv. For manufacturing defects for all other Koala Living products – 12 months. 

c. The warranty period specified above is not extended from the date any  replacement item is provided – it will end upon the expiration of the  relevant period from the date the initial item was received.

d. This warranty is not transferable.

Exclusions to warranty
Subject to the Australian Consumer Law, this warranty does not apply to the following:

a. Damages as a result of using goods that were not designed or  intended to be applied on your purchased Koala Living product(s). This  further includes damages to leather or fabric coverings due to the  application of harmful chemicals or cleaning practises.

b. Damages as a result of extreme use or exposure that goes beyond  normal wear and tear. This includes any exposure to un-intended  outdoor elements such as rain, heat, or direct sunlight (unless the item  is specified for outdoor use), discolouration of leather or fabric  coverings resulting from exposure to direct sunlight, extreme heat, or  similar conditions.

c. Damages resulting from dye transfer from rugs, cushions, jeans, and  other clothing. This also includes 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.

d. Damages caused by any modification, alterations, or improper and  incorrect assembly and in general using a product for anything other  than their original and described purposes. This also includes if a  product is relocated from its original delivery location and the relocation  caused damage due to improper packaging and transporting. 

e. Furniture repaired by contractors not endorsed by Koala Living.

f. Damages as a result of failure to follow the care instructions and manufacturer’s instructions/specifications as provided by Koala Living.

g. Accidental damages.

h. Products used in commercial, rental or any other non-residential use.

i. Goods sold as ex-display, clearance, floor stock or ‘As Is’ where this  condition of sale has been brought to the customers attention or was readily visible before the purchase, (noting that the Australian  Consumer Law still applies if an unrelated fault arises).

j. Body impressions on foams, sofas, mattresses with indentation, natural  moulting of rugs, compression of natural fibres like feather or patina  from natural leather products.

k. Indentations or markings which are considered a characteristic of the  products such as grain or knots in wooden pieces, rough finishes in  products sold as distressed design, buff marks on stainless steel,  veins, patterns and swirls present in marble, visible grains on natural  cowhides and leather products. *Many of our products are unique, a  variation of 20% to the live product in store or as featured online can be expected and variations to this degree are common.

l. Damages as a result of claw marks, scratches, or bodily fluids caused by pets.

m. Damages caused by improper mounting of products to walls including  tall cabinets and shelving (all mountable merchandise should be  secured using individual brackets. This warranty does not apply to items that have fallen or are damaged due to the use of chains, cable  ties, or wires that are insufficient to support the product, anchor hooks, or weight.

n. This warranty does not extend to the care and maintenance of mirrors  nor damage from accidental breakage. This includes where the mirror  was not correctly secured or hung or exposed to excessive moisture  and condensation.

o. Leather grain variation, colour variation, wrinkling, decorative markings,  and scars resulting from the natural features of the hide/leather. Pressure marks in velvet or other upholstery can occur due to the  packaging. However, we note that these disappear after unwrapping your items and materials will benefit from a gentle steam and brushing with a velvet brush or moist micro-fibre cloth to  help remove pressure marks.

p. The product has been modified, incorrectly adjusted or operated,  subjected to incorrect electrical supply or inconsistent electrical supply  or used with inappropriate accessories.

q. The product is tampered with in any way.

r. The product’s serial number, as applied by the manufacturer, has been  altered or removed from the product.

s. Damage is as a result of fair wear and tear (further details below). t. If the goods were used in an abnormal manner. This includes if we  suspect the product is abused, misused, dropped, crushed, impacted  with any hard surface, exposed to extreme heat (including fire) or cold,  not maintained properly or continued to be used after partial failure. 

It is the responsibility of the customer to check all goods carefully as this warranty  will not apply in the event of any of the above exclusions. Koala Living encourages  the customer to record the condition of the item(s) at point of sale with photographs. 

Fair Wear and Tear

The below information is provided to demonstrate what fair wear and tear is and  when a warranty claim will be excluded as a result of fair wear and tear. Fair wear  and tear includes but is not limited to:

a. The normal and expected settling of soft filling such as feather or polyester  fibre in seating and leather products.

b. Damage or degradation of leather or fabric coverings not properly maintained;  including scuffs, tears and rips not appearing at the seams or stains on  materials sustained by inappropriate cleaning or aftercare and handling.

c. Natural settlement of foam due to normal wear and tear. This includes the  uneven settling of the foam due to usage habits.

d. Fabrics and leathers will fade and crease. Foam and fillings will soften and  form to the shape of the user over time. Depending on the covering and the  degree of use, the covering materials, cushion fillings and suspension may  need to be replaced periodically at the purchaser's expense. Koala Living  cannot guarantee the material will be made readily available to replace these  parts if requested as items become discontinued or unavailable. 

e. Scratches, dints, chips and cracks to hard surfaces such as marble, wood,  glass or resin from daily usage and impact.

f. Damage sustained during the incorrect assembly of items such as over tightening door handles to cracked mirror dressers or over drilling screws which result in cracked wooden fixtures.

g. Build-up of lint or pilling is common in most natural and synthetic fabrics with  use. As part of the routine maintenance, the build can be shaved using a  readily available handheld device called a lint shaver or fabric depillar.

h. Wrinkles: We assure you wrinkles in upholstery are extremely common  and often necessary for your comfort. In reality, these are called “comfort  wrinkles” or puddling. This is not a defect. You should expect some wrinkling  on a high-quality leather or fabric sofa, as we are stretching upholstery over a  soft and compressable surface. 

Variation Understanding: Koala Living sources many unique items that have natural  characteristics and are often produced with raw or unrefined finishes. Koala Living's  quality control team assess the product(s) on this basis, an item may have a minor  variation from the displayed models in relation to colour, shade, texture or feel but the item is still reflective of the display models. Where an item is a unique piece of  artwork we cannot guarantee many specific details within the piece will match the  example shown but will attempt to replicate the item within a reasonable expectation. 

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.  

Consumer guarantee remedies
The Australian Consumer Law broadly provides that if there is a major failure with  the product, the customer is entitled to:
(a) reject the product and get a refund; 

(b) reject the product and get an identical replacement, or one similar in value if  reasonably available; or 

(c) keep the product and obtain compensation from Koala Living for the drop in value  of the product caused by the major failure.

If there is a minor failure with the product, the customer is entitled to one or more of the following resolutions offered by Koala Living:
(a) a refund of the cost of the product; 

(b) replacement of the product; or 

(c) have the product repaired within a reasonable time. 

Exclusion of implied warranties
Subject to the above, to the full extent permitted by law, all warranties, conditions  and other terms express or implied by statute, custom or common law are excluded.  Nothing contained in these Terms & Conditions excludes or restricts any consumer  guarantee, warranty, condition, right or remedy implied by any statute (including the  Australian Consumer Law) which cannot be excluded, provided that, to the extent  that the statute permits, Koala Living is entitled to limit its liability as set out above for  a breach of a guarantee, condition or a warranty implied by that statute. 

How to make a claim
Koala Living require proof of purchase from you (the sales docket receipt or other  acceptable form of proof of purchase) before processing a claim. 
Koala Living provides the above warranties to the original purchaser, provided it was  bought from a Koala Living store or online and proof of purchase is presented.
Gifted or on sold products will be excluded from warranty if the original purchase  record cannot be found. 
Our objective is for you to have a pleasurable experience with us and to maintain  customer satisfaction. 

We encourage you to check the product upon collection in stores or upon receiving  delivery to make sure the product you purchased is up to your standard. Once  signed for as received in good quality, we may not be able to assist with later claims  of cosmetic damage. This does not apply to goods with any minor or major failure.  

To help us process your claim as quickly as possible, for all faults related to  homewares collected from store, please contact your nearest showroom and our  friendly staff will assist you in rectifying your concerns. 

For products that are delivered to your premises, collected from our distribution  centre, as well as all other warranty claims, please email us a photo/video of the  product, short description, and sales tax invoice number to cs@koalaliving.com. Our  dedicated team of customer service agents will get back to you in a timely manner.

For all faulty items, regardless of the category of the product, the nature of the fault (Major or Minor), or the decision made by Koala Living, the product must be kept with the customer, until a  drop off or collection is arranged. Koala living is under no legal obligation to provide  you with any service should you decide to dispose of goods yourself without our  authorisation. *If the fault is causing a hazard, please let us know and we would  expedite collection/drop off. 

If you make a claim under these terms and conditions for a refund, repair or  replacement you will be requested to provide adequate proof of the fault. If the fault  cannot be determined by what has been submitted an in-home inspection will be  arranged. We reserve the right to charge an upfront call out fee prior to inspection of  the product, in which case such fee will be refunded should we determine you have a  valid claim. 

In the unlikely event you are requested to return the product to Koala Living for  inspection/repair, you will need to arrange and pay for the transportation of the  product to the store or other address advised by us. If the product cannot be  returned easily because of its size or height, we will arrange and pay for the  transportation of the product. If we determine there is a valid claim, we will reimburse  you for any reasonable transportation costs paid by you. If we determine you do not  have a valid claim, you must reimburse us for any transportation costs that we have  paid and any return transportation costs. 

We will assess the product to determine the nature and cause of the issue, and in  the case of a minor problem, the remedy that will be made available to you. If there  is a major fault with the item we will ask you whether you would like a refund or  replacement. Sometimes we may have to engage with the manufacturer or repair  agent and liaise with them before offering a resolution. You will be advised of this  and the resolution time may be extended due to their availability.

Changes made as of 23/07/24