Secret Sofa Warranty

Contents

    Consumer Guarantees

    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.

     

    General Warranty Information and Exclusions

    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:

    1. All warranties are non-transferable and apply to the original customer only.
    2. This warranty does not cover any goods that are sold as seconds, floor stock or as part of a clearance sale where goods have a defect that has been pointed out to the customer prior to the purchase of goods.
    3. The warranty does not cover goods that have been relocated from their original delivery location by transporters not approved by Secret Sofa or the relocation caused damage due to improper packaging and transportation.
    4. Warranties do not cover sofas that have been used commercially or by third parties. The exclusions include (but are not limited to) sofas that have been used for:
      1. Styling and photography
      2. Interior design or real estate styling
      3. In a holiday rental such as an AirBNB
      4. In a commercial premises such as an office or waiting room
      5. Any other non-residential use
    5. Product that has been misused or abused and exposed to abnormal conditions that may damage the sofa. The following conditions include, but are not limited to:
      1. Where the product has been used in an abnormal manner or subject to extreme use.
      2. Where products that have been stored or assembled incorrectly.
      3. the product is abused, misused, dropped, crushed, impacted with any hard surface.
      4. More than “normal” wear and tear.
      5. Has had loads in excess of 100kg on any seat.
      6. Has been used outdoors.
      7. Exposed to extreme heat or cold.
      8. Not maintained properly or used after partial failure, including (but not limited to) exposure to water, moisture of any kind, direct sunlight, extreme heat or bright light such as lamps, salt air, spills such as chemicals, acid, solvents, dyes or other corrosive materials, ink, paint, or body fluids, makeup, fake tan, abrasive cleaners, aftermarket fabric or leather cleaning or care products other than products specifically recommended by Secret Sofa.

     

    Normal Wear and Tear

    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:

    • Leather, as a natural material, will always soften, stretch, gain wrinkles and creases and alter its patina and appearance over time.
    • Natural leather will have scars, marks and differing pore density. All natural leathers differ from panel to panel. These things are regular characteristics of leather and are not an issue with your product.
    • Fabric will alter in appearance over time and traits like pilling, pile angle alteration and shading due to prolonged or regular use are part of the normal life cycle of most fabrics.
    • Velvet will crush and the fibres will move when you use the product. Velvet can also be susceptible to marking, but this is a regular characteristic and part of what gives the velvets their vintage look.
    • Lounge seating, whether it be foam, polyester, steel or feather will lose some of its height, move in shape where it is commonly used. This is normal and can occur over a  period of time and should be expected with prolonged use.

     

    Platinum 10 Year Sofa Warranty

    1. Frame 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.

    2. All other parts Warranty

    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:

    • Leather - covered against total breakdown of hide such as open fissures or tears due to manufacturing or material defects.
    • Fabric - covered against manufacturing and material defects.
    • 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
    3. Zips and Clips

    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.

     

    Gold 3 Year Sofa Warranty

    1. Frame Warranty

    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.

    2. Slip Cover Warranty

    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.

    3. All other parts Warranty

    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.
    • 4. Zips

      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.


    Repair and Replacement

    Secret Sofa reserves the following rights:

    • to request photos and/or videos to assess warranty claims.
    • to ask the claimant to assist with any transport costs or call out fees.
    • to assess the problem and determine whether the product has failed due to a defect or due to general wear and tear. Secret Sofa will take into account if the request is seen as unreasonable.
    • to require a return of the good(s) in relation to which warranty is claimed before Secret Sofa provide a refund or replacement.
    • to request proof of purchase for any warranty claims.
    • to determine whether a return, refund or replacement is the most appropriate solution.
    • in circumstances where a repair, replacement or refund is required, Secret Sofa will determine an appropriate contribution from the claimant based on how long the claimant has had the product and how the product has been used over its lifetime.

    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.


    Making a Warranty Claim

    Please note the following with regard to warranty claims.

    1. It is the responsibility of the claimant to cover the cost of freight.
    2. The claimant understands that our regular service may not include full service to regional areas. If we do not have a service partner in your area, you may be required to pay transportation for the servicing of your product.
    3. If it is found that the product has failed, Secret Sofa will cover the cost of repairs.

    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 1-2 business days.