Warranty Information

The Elite Home Direct Warranty program has been designed to ensure its customers are provided with the best possible protection for your new furniture. Our aim is to ensure your furniture stays looking great in 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. 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 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. 

Warranty Period

Unless otherwise specified in writing by Elite Home Direct (e.g. in a Sales Order), Elite Home Direct warrants that:

The frame used in each piece of Elite Home Direct furniture is guaranteed against failure due to a manufacturing defect for 5 years;

The electronic and motion components for all recliners and sofa beds are guaranteed against failure due to a manufacturing defect for a period of 2 years from the date of purchase;

All components of your product other than the above mentioned (including leather, fabric, lacquered and other timber finishes, chrome, and metal) are guaranteed against failure due to a manufacturing defect for a period of 2 years from the date of purchase.

Fragile items including marble, glass, the stone are only guaranteed due to their fragile nature when we deliver to you or your pickup; we don’t take responsibility should there be any damage or brokerage after 24-hour delivery or any time after your pickup. But we can offer to replace any damaged fragile item with a base cost to you.

To be entitled to claim under the Elite Home Direct warranty against defects, the defect in the part or product must appear within the relevant time period set out in items the above.

Exclusions (Subject To The Australian Consumer Law)

To the maximum extent permitted by law, and subject to the Australian Consumer Law, Elite Home Direct is not liable, whether in contract, tort (including negligence), under any statute or otherwise, for or in respect of:

Normal wear and tear (refer to the Caring for Your Furniture below). In this regard, please note that the following may occur as a result of natural and normal usage:

(a)   leathers and fabrics will fade and crease;

(b)   foam and fillings will soften and form the shape of the user over time;

(c)  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;

(d)   scars, marks, and differing pore density and color are natural characteristics of leather;

(e)   the leather and fabric products are upholstered by hand and therefore, the size and weight of these products may have minor variations of up to 5% from the sample products or from any product specifications you have been quoted,

Damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily fluids;

Damage caused by improper cleaning, negligence, treatment of the product with chemicals, exposing the product to the sun, extreme heat or bright light such as lamps, or otherwise caused by your acts and/or omissions; or

The cost of transporting the product to and/or from the specified place of repair or replacement.

The warranty against defects is not transferable. It is limited to the original purchaser specified in the original Sales Order. The warranty against defects only applies to products that are used for normal domestic purposes and excludes products used for commercial purposes.

How To Claim A Warranty Against Defects

To claim under these warranties against defect, the Purchaser:

 must cease using the product immediately after the defect appears, and must notify Elite Home Direct within 7 calendar days after the defect appears; provide Elite Home Direct a copy of the original Sales Order or Tax Invoice.

To make a claim, you can lodge a service ticket by email or phone our service department.

Once a claim has been lodged with our service department, Elite Home Direct will assess your claim, and respond within 10 business days.

The purchase must bear the expense of making the claim, and the cost of all freight, house calls, labor, and other items. These will be charged to the Purchaser at standard Elite Home Direct rates. 

Remedies for warranty against defects

If a part or product is determined by Elite Home Direct to have a manufacturing defect, Elite Home Direct will, at the election of Elite Home Direct, choose whether to repair or replace that part or product. 

Under the Elite Home Direct warranty against defects, the purchaser has the right to repair or replacement of the defective part or product only. 

To the maximum extent permitted by law, unless expressly set out in these warranties against defect, and subject to any condition, warranty or right granted or implied under the Australian Consumer Law or any other law which cannot by law be excluded by agreement, Elite Home Direct has no liability to the purchaser under the warranty against defects (other than repair or replacement of the defective part or product), whether in contract, in tort (including negligence), under any statute or otherwise, for any loss or damage of any kind suffered by you or any other person in connection with the goods including, but not limited to, indirect and consequential loss