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Warranty

WE ARE HERE FOR YOU

Our aim is to ensure your furniture stays looking great into the future, and in the unlikely event a problem may arise; it will be dealt with appropriately and with a minimum of inconvenience to you. Koala & Tree provides the following warranties to the original purchaser; provided it was bought from a Koala & Tree store and proof of purchase is presented. Our objective is for you to have a pleasurable experience with us and to maintain customer satisfaction.

THE WARRANTY

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 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.

ADDITIONAL WARRANTIES

 11.1 Frame Warranty

The internal frame construction of Koala & Tree lounge furniture is warranted against manufacturing and material defects for ten (10) years*. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used.
 
11.2 Leather Warranty
 
The leather upholstery of Koala and Tree sofas is covered against splitting and tearing due to manufacturing and material defects for a period of ten (10) years**. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used.
 
11.3 Fabric Warranty
 
The fabric upholstery of Koala & Tree sofas is warranted against failure due to manufacturing and material defects for a period of ten (10) years**. This is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used.
 
11.4 Seating Foam Warranty
 
All foam used in the seat cushions of Koala and Tree sofas is warranted against failure due to manufacturing and material defects for a period of ten (10) years**. Foam and fillings will soften and form to the shape of the user over time. Softening of foam should be expected as a result of normal use and is not to be confused with loss of resilience.
 
11.5 Component Warranty
 
The padding, comfort foams, suspension system, stitching, sofa base dust cover and mattresses of Koala and Tree are warranted against failure due to manufacturing and material defects for a period of ten (10) years**.

*As per pro rata schedule below.

In the event we need to carry out a repair to remedy a minor or major fault that is not attributable to normal wear and tear, the customer will need to pay the % of repair cost shown in the table above. E.g. In year 4-5 a repair costs $200, you would be required to pay $90 (45%) of the total cost of repair
 
11.6 Electric and motion components for all Koala & Tree furniture are warranted against failure due to a manufacturing defect for a period of 12 Months.
 
11.7 Accessories supplied by Koala & Tree are warranted against failure due to a manufacturing defect for a period of 12 Months.
 
11.8 Electrical accessories supplied by Koala & Tree are warranted against failure due to a manufacturing defect for a period of 12 months. Please note: light globes are not warranted.
 
11.9 Any repair or replacement under this warranty is limited to the defective part only. Freight, house calls, labour and other items are charged to the purchaser at standard Koala & Tree rates and are not included in this warranty. Covering components replaced under this additional warranty may vary in colour and texture to the original.
 
11.10 Koala & Tree reserves the right to decide whether a component should be repaired or replaced. Koala & Tree Customer Service must be notified of any defect within 14 days of the defect occurring.
 
11.11 Floor stock: please be aware that if an item is sold off the floor, it is sold ‘as is’. Check all goods carefully as no refund or exchange will be provided. Ex-display items are sold with 12 months warranty on all components.

This Additional Warranty will end immediately if the furniture becomes defective as a consequence of misuse, used outdoors, lack of proper care and maintenance, commercial use or handling in transit. 

WHAT DOES MY WARRANTY EXCLUDE?
 
Koala & Tree Warranty Program specifically excludes claims for: Products used in commercial, rental trade, institutional or other non-residential use:
 
12.1 The normal and expected settling of soft filling such as polyester fibre and leather.
 
12.2 Leather grain variation, colour variation, wrinkling, markings, and scars resulting from the natural features of the hide.
 
12.3 Damage or degradation of leather or fabric coverings not properly maintained; that is, the regular removal of dust and dirt by appropriate means and the application of endorsed cleaning and leather nourishing products as instructed at time of sale.
 
12.4 Damage to leather or fabric coverings due to the application of chemicals, cleaners or conditioners not endorsed by Koala & Tree.
 
12.5 Discolouration of leather or fabric coverings resulting from exposure to direct sunlight, extreme heat or similar conditions.
 
12.6 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.
 
12.7 Surface scratches, dents, chips, marks, accidental breakages, normal wear and tear or damage resulting from misuse or abuse.
 
12.8 Damages incurred during handling and transportation of the product by the customer or their contractor.
 
12.9 Damages resulting from dye transfer from rugs, cushions, jeans and other clothing.
 
12.10 Furniture repaired by contractors not endorsed by Koala & Tree.
 
12.11 The cost of transportation from the purchaser to Koala & Tree or its agents, if claim is not covered by the standard warranty conditions.
 
12.12 Failure to maintain feather fill as advised resulting in compacted fill.
 
12.13 Natural settlement of foam due to normal wear and tear.
 
12.14 Fabrics, leathers, suspension components, cushioning and fillings will show signs of wear and tear with use. This Additional Warranty does not cover normal wear and tear.
 
12.15 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.
 
12.16 Scars, marks and differing pore density and colour are natural characteristics of leather and not to be considered defects.
 
12.17 If the Goods are of a rustic or organic nature, then surface details may vary from imagery and display models. As their characteristics are natural properties of the product, the warranty does not apply. 

WHAT SHOULD I DO IF I REQUIRE ASSISTANCE?

For all your after sales product, warranty and delivery queries please contact our Customer Care Centre: (03) 9988-2175. 
Our Care Centre operates from 9am – 5pm EST, Monday to Friday. If you call outside of these hours you may leave a message and a representative will return your call on the next business day. You may also contact us via email on: cs@koalaliving.com or postal address: P.O Box 5089 Bentleigh East VIC 3165
 
Once you have raised a request for service we may ask you to send us photos or arrange for a Customer Care team member or contractor to visit your home. The team member or contractor will assess your furniture to verify that the product presents manufacturing defects. More than one inspection may be required. If your claim is valid, Koala and Tree will repair, replace or refund the defective product under the terms and conditions of Australian Consumer Law. We remind our customers that softening of cushioning should be expected as a result of normal use and is not to be confused with the loss of resilience. These warranties are not transferable and service is available only to the original purchaser.