Warranty & Returns Policy
Customers who have purchased products from Xchange Design Australia 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.
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.
For warranty purposes, Xchange Design Australia acts as agent for the manufacturers we represent 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 in the downloads section. The final decision of 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.
Additionally, manufacturer warranties only apply to original purchasers. Where a product has been purchased second hand, Xchange design and the manufacturer are 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.
Exchanges & Returns:
Please choose carefully as refunds are not provided for change of mind or incorrect selection. We recommend you carefully preview any orders before proceeding with your order. If you make an error please contact our customer care team for assistance at [email protected].
At Xchange design we want our customers to be completely satisfied with their purchase.
We therefore recommend you read our Cancellation & Returns Policy prior to you making a purchase from Xchange design Australia, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. This policy should be read in conjunction with our Sales Terms which are found on our website.
We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.
We will not accept the return of the Goods delivered to you if the Goods delivered have been accepted or deemed accepted by you or you wish to change your mind and cancel the Sales Order, unless we choose to do so in our sole discretion.
If we do accept a cancellation of your Sales Order, you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot or store, as we nominate, and you agree to return the Goods in their original condition, accompanied by the original Sales Order docket receipt or another form of proof of purchase. You also agree that we are entitled to deduct from any refund of the Payment made by you, the cost of the original delivery and an amount that we reasonable believe reflects the loss to us in accepting the cancellation, including any storage costs and any mark down of the price of the Goods.
Consumer Guarantees and Your Rights:
Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.
In addition to all rights and remedies to which you may be entitled under the ACL and any other relevant legislation, we offer, on behalf of the manufacturers of the Goods, the respective manufacturers’ express warranties for those Goods as outlined on the Warranties section of our website (Express Warranties). The Express Warranties do not exclude, restrict or modify any of your statutory rights or remedies.
Goods Damaged in Transit:
If any goods arrive damaged, please contact us at [email protected] us as soon as possible. Xchange Design will arrange to have the damaged goods returned to a Xchange design warehouse and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Should Xchange design approve any amount of refund, it will be made via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection.
Where Xchange design considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Xchange design will be at Xchange design’s cost. Otherwise you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot or store, as we nominate, and you agree to return the Goods in their original condition.
Should Xchange design deem the product be repaired, you may return goods we have delivered to you by mail by contacting us at [email protected].
You may also contact or where your goods were despatched from, and a Xchange design staff member will assist you with any return or repair. This may include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement.
Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
If any goods cannot be easily returned to us or a Xchange design warehouse, due to their size, the fault or because they have been affixed or installed in your premises, please contact us and we will arrange an inspection to assess the goods.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
We recommend you follow the following steps to ensure an efficient returns process:
Report your return in writing to Xchange design by sending an email to either [email protected] or calling 0423175233
Pack the goods to be returned as carefully as possible.
Please retain original packing as this way the goods are ideally protected against damages in transit.
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