Returns/Refunds – Warranty Claims

Warranty Claims

For warranty purposes, Xchange Design is the manufacturer and selling agent and will manage the warranty claim process on behalf of our customers. Manufacturer warranties will vary depending on the products purchased and can be accessed via the links on this page. 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.
In addition to all rights and remedies to which you may be entitled under the Australian Consumer Law and any other relevant legislation, the manufacturers we represent offer the further express warranty terms outlined separately via the links on this page.

Making a Claim

Customers who have purchased products from Xchange Design and experience product failure within the manufacturer warranty period may be entitled to make a warranty claim to cover the costs of repair or replacement of the product.
Xchange Design will manage the warranty claim process on behalf of the customer and final decision on the warranty claim sits with the manufacturer.
Custom fabric or leather that is applied to products that has not been supplied by the product manufacturer will be subject to warranties provided by the fabric/leather manufacturer and will not be covered by product manufacturer warranties. If Xchange Design has supplied the fabric/leather, please contact our customer service team for warranty details. Customers who have provided their own fabric/leather will need to contact their supplier for warranty issues relating to fabric/leather.
To make a warranty claim, please ensure you have the following information. This will assist in expediting the warranty claim:

  • Proof of purchase (copy of invoice, point of sale receipt or sales order);
  • Image and description of fault;
  • Address where the product is currently located;
  • Contact details of the claimant (must correspond to the purchaser’s details);
  • For claims relating to Xchange Design seating, an image of the “PO Number”, which is usually located under the seat frame.

Please note that manufacturer warranties only apply to original purchasers. Where a product has been purchased second hand, Xchange Design and the manufacturer will no longer be liable for claims against product warranties. This does not affect any rights or remedies to which you may be entitled under the Australian Consumer Law.

Once these details have been obtained, please contact Xchange Design service on 0423175233 or via email, contact@xchangedesign.com.au

Our service department will usually respond within 5 working days. Given the nature of the products sold and location of our manufacturing partners, warranty claims are usually finalised within 30 days if the parts are located in Australia. However if the product requires repair using parts that need to be sourced internationally or the product needs to be replaced, this could take up to 3 months.
Note that the customer is responsible for the cost of delivering the product to their nearest Xchange Design store or Dealer and picking up once the warranty process is complete. If the warranty claim is approved by the manufacturer, the costs of providing the remedies as set out in the manufacturer’s Express Warranty will be covered by the manufacturer or Xchange Design.

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