All Secret Sofa sofas are covered by the Australian Consumer Guarantee under Australian Consumer Law.
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.
The benefits outlined are in addition to your rights under the Australian Consumer Law. The warranty covers the replacement or repair of a product that has a manufacturing or material defect. This does not cover regular wear and tear that may occur with general or vigorous use of the sofa. It also does not include changes in product that occur due to a natural characteristic of material used.
TO MAKE A WARRANTY CLAIM, PLEASE ACCESS OUR WARRANTY CLAIM FORM LOCATED AT THE BOTTOM OF THIS WEB PAGE.
Our warranties are designed to protect you against manufacturing defects over the life of your sofa. This does not cover regular wear and tear that may occur with general or vigorous use of the sofa.
Our sofas have very specific care instructions. You should read and abide by these instructions when cleaning or maintaining your sofa to ensure you do not void any warranty, as the warranty does not cover damage that has occurred due to improper care. Use of any aftermarket care or cleaning products not explicitly endorsed by Secret Sofa nullifies our warranty and passes the duty of care onto the cleaning supplier.
We reserve the right to assess the problem and determine whether the product has failed due to a defect or due to general wear and tear.
Please do not push or drag sofas across surfaces as this can damage the frame (and snap the legs) and is not covered under any warranty.
The following exclusions apply to the warranty:
Please note that the following is considered normal and may occur as a result of normal and natural use, and as such these changes are not covered by our warranty:
Secret Sofa frames are either laminated timber or steel and are covered against manufacturing and material failure for 10 years. This is conditional that the breakdown is not a result of abnormal use, improper use or willful damage.
All other parts of your sofa are covered by our 3 year warranty. The warranty covers manufacturing defects only and not normal wear and tear, natural characteristics of items or items that have been abused or treated unusually or improperly.
The parts covered include:
Zips and clips are not covered by the warranty.
Extreme caution should be taken when using any clipping mechanism. We do not recommend removing the clips on a regular basis. All zips are for upholstery purposes only and should not be removed. If they are to be removed, great care and professional assistance should be used as zips are easily broken if not handled properly. Zips are not covered under warranty for this reason.
To make sure you can get the best out of your sofa, we highly recommend you read our detailed care instructions.
Secret Sofa frames are either laminated timber or steel and are covered against manufacturing and material failure for 3 years. This is conditional that the breakdown is not a result of abnormal use, improper use or willful damage.
Slip covers are covered against manufacturing defects and material defects for a period of 1 year. This is provided the breakdown is not a result of normal wear and tear, or a natural characteristic of the material used.
Please note: Do not remove your slip cover for cleaning.
The best way to maintain your slip cover is to have it professionally steam cleaned. When steam cleaning, please leave the covers on the sofa and seat cushions.
Damage that may be sustained by removing slip covers or placing the slip covers in a regular washing machine is not covered under the warranty. Slip covers are designed to offer a unique look and style only and the above care should be taken when maintaining the slip cover.
All other parts of your sofa are covered by our 1 year warranty. The warranty covers manufacturing defects only and not normal wear and tear, natural characteristics of items or items that have been abused or treated unusually or improperly.
The parts covered include:
Leather - covered against total breakdown of hide such as open fissures or tears due to manufacturing.
Fabric - covered against manufacturing and material defects.
Slip Covers - covered against manufacturing and material defects. Zips on slip covers are not included in this portion of the warranty.
Seat Cushions - covered against material or manufacturing defects. Each individual seat is stress tested to hold up to 100kg and the warranty applies as such.
Seating suspension systems, sewing and under covers - covered against breakdown.
Caution should be taken when using any joining or clipping mechanism. We do not recommend removing the clips on a regular basis. All zips are for upholstery purposes only and should not be removed. If they are to be removed, great care and professional assistance should be used as zips are easily broken if not handled properly. Zips are not covered under warranty for this reason.
To make sure you can get the best out of your sofa, we highly recommend you read our detailed care instructions.
Secret Sofa reserves the following rights:
Where Secret Sofa determines in its absolute discretion that the appropriate remedy is to repair the goods and are capable of repair, Secret Sofa will aim to do so in a reasonable timeframe.
Please note the following with regard to warranty claims.
To make a claim, please fill out our Warranty Claim Form. Our Sales and Delivery team members are not authorised to handle warranty claims or discuss any issues with you. The Warranty Claim Form will be duly assessed by the correct team member.
This should be done within 14 days of noticing the issue.
Please provide as much information about the issue as possible.
We will respond within 5-10 business days.