Warranty

ABN 25 629 161 799
Updated November 2019

Design.Online warrants all Design.Online branded products and selected components of those products, as are specified in this warranty, against failure due to a manufacturing defect for the period referred to in the below table (Warranty Period) subject to these terms (Warranty). Please note that each Warranty is specific to a product or a component of a product.

Each Warranty Period commences on the date of delivery of the product to you. Replacements or repairs do not reset the start date of the Warranty Period.

Please note the exclusions to this Warranty that are listed in this document.

Warranty Periods

SmartSofa

Steel frame: 15 years

SmartSofa covers, suspension, brackets, cushions and legs: 6 years

Flex Bed

Steel frame: 15 years

Flex Bed covers, headboard, brackets, bases and legs: 6 years

Sleep800 Mattresses

Mattress core: 10 years

Mattress removable cover: 2 years

Bedding Accessories

Year Round Quilt, Tailored Tencel Sheet Set and Tailored Tencel Quilt Set: 1 year

Comfort Plus Pillow: 1 year

Other Products

Dining Table: 2 years

Pop Cushions: 1 year

What is not covered by the warranty?

This Warranty does not apply to:

  • any exclusions specifically listed for the relevant product or component in the above table;
  • any products that are purchased or used for business purposes;
  • where the Warranty would normally apply to a product, but the product has:
    - not been purchased directly from Design.Online;
    -been modified, tampered with, changed or altered without approval from Design.Online;
    - had any product tags removed, altered or defaced;
    - been delivered to a locality outside of Australia whether by Design.Online, another third party or the original purchaser; or
    - at any stage during the use of the product by the original purchaser, the purchaser transports the product to a locality outside of Australia;
  • where the Warranty would normally apply to applicable components of a product, but the components of the product have:
    - not been purchased directly from Design.Online
    - been modified or changed without approval from Design.Online;
    - had any product tags removed, altered or defaced
    - been delivered to a locality outside of Australia whether by Design.Online, another third party or the original purchaser; or
    - at any stage during the use of the product by the original purchaser, the purchaser transports the product to a locality outside of Australia;

  • where the product is a Sleep800 Mattress, sagging that is less than a sagging depth of 25mm and sagging that occurs naturally over time as a result of normal use of the product. In order to accurately measure the sagging depth, first stretch a length of string over the entire width of the fully stripped mattress and, when the string is taut, use a ruler or tape to measure the distance between the string and the deepest indentation in the mattress;
  • comfort preferences;
  • fabrics supplied by you or outside suppliers. Please note that fabrics and leathers supplied by an outside supplier may be covered by the supplier’s own warranties;
  • normal wear and tear associated with the products and components. Fabrics, suspension components, cushioning and fillings will show signs of wear and tear with use. Fabrics will fade and crease. Foam and fillings will soften and form to the shape of the user over time. 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. Design.Online reserves the right to determine at its discretion whether a component has failed due to a defect or wear and tear. Any item requiring replacement due to wear and tear will be at your own expense;
  • colour variations caused by exposure to the local environment for products including but not limited to fabrics, except where the products and components become unserviceable within the applicable Warranty Period due to loss of colour and/or strength from normal usage and exposure to local conditions, including sunlight, mildew and atmospheric chemicals;
  • damage caused by use of parts and consumables that are not the genuine manufacturer’s parts and consumables. Please note that for any item that is not actually manufactured by Design.Online, we will only provide that repair or replacement service to the extent that we can obtain the manufacturer’s approval to do so on their behalf, otherwise we will not offer that repair or replacement warranty for such item;
  • freight, call-out fees, labour and other items associated with making a claim under this Warranty where the claim is an invalid warranty claim. If the claim is a valid warranty claim, then Design.Online will only be liable for the costs that it has pre-approved in writing, where pre-approval must be obtained by you prior to you incurring those costs. All costs for which pre-approval in writing is not obtained by you in accordance with this paragraph are excluded from this Warranty and they will be charged to you at standard Design.Online rates; and
  • products or components that become defective as a consequence of misuse, negligence, abuse, lack of proper care and maintenance, use that is not in accordance with the specifications or instructions of the manufacturer or Design.Online, use that is not consistent with the product’s weight load and capacity requirements, improper installation, accidental damage, commercial use or handling in transit. You must use and maintain the products and components in accordance with the care instructions for the relevant product and component as provided on Design.Online’s website and any other information made available you by Design.Online. If a component of a product becomes defective, you must not attempt to repair it yourself. Doing so may cause damage which is not covered by this Warranty.

Who does this warranty extend to?

This Warranty only applies to the original purchaser of the products where the products are delivered to an Australian delivery address and remain in Australia for the life of the product. You cannot assign or transfer any benefit conferred by this Warranty. All subsequent purchasers acquire the products ‘as is’ and without the protection of the Warranty.

How do you lodge a warranty claim?

Design.Online Customer Service must be notified of any defect within 14 days of the defect occurring by either the telephone number 1300-13-DESIGN.ONLINE (5464) or by email to info@design.online. You must provide the following information upon notification of the defect:

  • your name; and
  • order delivery address; and
  • your phone number; and
  • Online product details; and
  • details of the defect claimed.

Once notification of a defect is received by Design.Online, a representative of Design.Online Customer Service will help determine whether your warranty claim is valid, and if it is, will inform you how Design.Online will honour it. You may be required to provide Design.Online with:

  • photographic evidence of the defect; and/or
  • a written explanation of the defect

During the process, Design.Online Customer Service may, before providing the warranty service, require that you respond to questions designed to assist with diagnosing potential faults and follow their procedures for obtaining the Warranty. You must respond to all requests promptly.   

Design.Online reserves the right in its absolute discretion to determine whether a part has failed due to a defect or wear and tear.

How will a valid warranty claim be honoured?

All warranty claims determined by Design.Online Customer Service to be valid will be honoured. 

To honour a warranty claim relating to a product, Design.Online will, at its option:

  • replace the product or supply an equivalent product. When a product or component is replaced, any replacement item becomes your property and the replaced item becomes Design.Online’s property; or
  • repair the product; or
  • pay the cost of replacing the product by acquiring an equivalent product. When a refund is provided, the returned product becomes Design.Online’s property and must be returned to Design.Online; or
  • pay the cost of having the product repaired.

Components replaced under this Warranty may vary in colour and texture to the original and such variations are not considered a defect.

Any repair or replacement under this Warranty is limited to the defective component only.

Disclaimer

To the extent permitted by law, all other warranties implied or otherwise not set out in this Warranty are excluded and Design.Online will be under no liability in contract, tort (including without limitation, negligence, or breach of statutory duty) to otherwise compensate the party eligible to make a warranty claim for:

  • any increased profits or expenses; and
  • any loss of profit, revenue, business, contracts or anticipated savings; and
  • any loss or expense resulting from a claim by a third party; and
  • any special, indirect or consequential losses or damages caused by Design.Online’s failure to complete or delay in completing any of its obligations in this Warranty.

Limitations on Disclaimer

If the supply of the products to you is a consumer sale pursuant to the Australian Consumer Law, the following statement applies. In the following statement, ‘our’ means Design.Online and ‘you’ means the purchaser:

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 given by this Warranty are additional to other rights and remedies that you may have in relation to our products. Any paragraph of this Warranty which is unenforceable or void is to be severed and the rest of this Warranty will remain in force.

Contact

If you have any questions or comments in relation to this Warranty, please contact:

Design.Online
1800 841 899
info@design.online
www.design.online
123 Turrella St
Turrella NSW 2205 Australia