Warranty Information

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.

 

Warranty - Start from the date of purchase

  1. Electric Fireplace and Indoor furniture - 12 months warranty for manufacturing faults and defects. Outdoor furniture - 3 years structural warranty for manufacturing faults and defects to the frame only. No warranty for Cushions. Any additional warranties offered for a particular item or product displayed on the Site will appear on that product's product information web page.
  2. Warranty applies to products used in private household only. It does not apply to commercial applications. If an item/part should fail as a result of manufacturing faults and defects under normal domestic use, we are at our discretion to repair, or replace the item/part.
  3. This warranty only applies to the original purchaser where the products are delivered to an Australian delivery address and remain in Australia. This warranty is not transferable.

 

What do I do if I have a problem?

All warranty claims must be directed through Customer Service. Please do not return or post items before obtaining instructions from Customer Service - if you do, there is a risk that your returned item may not be identifiable and your claim may not be accepted. In order to make a claim, please be prepared to provide Customer Service with:

  1. The purchaser’s name and order number
  2. A detailed description of the issue
  3. Photos (and/or video) showing the suspected issue

How will my problem be resolved?

After reviewing the informationyou have provided, we will work with you to resolve the problem you have encountered. If your product is determined to be faulty, one of the below solutions will be offered to you, in the following order:

  1. Spare Parts: If the issue can be resolved by us sending you small spare part(s) – we will immediately send you the required spare part(s) at our cost.
  2. Partial Refund/Credit: For minor imperfections or superficial defects – we will offer you a partial refund or store credit in an amount commensurate with the extent of the defect, to keep the product as is. This can often be a time-saving and low-risk solution that reduces wastage and environmental impact of shipping products or parts back and forth between us.
  3. Replacement: If the fault can be solved by the provision of a replacement but not a spare part – we will send you a replacement as soon as possible. Please note that we may or may not require the return of the faulty product prior to sending a replacement, at our discretion.
  4. Full Refund/Credit: 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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

If the fault cannot be solved with a spare part and no replacements are available within 4 weeks, and you choose not to accept an alternative product, we will offer you a full refund or a pro-rata refund depending on how long you have used the product for.

What types of product faults are covered?

Moda Living warrants all goods to be free from defects in material and workmanship, and of acceptable quality and durability in every possible way!

The warranty does not cover:

  • Products used in commercial, rental trade or other non-residential use.
  • Normal wear and tear associated with the products and components*.
  • Damage or defects are caused by improper use, misuse, abuse, accident, negligence and environmental factors.
  • Damaged caused directly or indirectly caused by unprofessional assembling, unauthorized repair, alteration or modification.
  • Damaged caused by improper cleaning and treatment of the product with chemicals
  • Damage to packaging only
  • Minor variations in dimensions, colour, grain or finishing
  • Very minor chips or superficial blemishes
  • Item located outside of Australia
  • The cost of transporting the product to and or from the specified place of repair or replacement.

* Fabrics, cushioning and filling will show signs of wear and tear with use. Fabrics and leathers will fade and crease. Foam and fillings will soften and form to the shape of the user over time. Depending on the covering and degree of use, the covering and cushion fillings may need to be replaced periodically at the purchaser’s expense. Scars, marks and differing pore density and colour are natural characteristics of leather and not to be considered defects.. Modaliving reserves the right to determine at its discretion whether a component has failed due to a defect or wear and tear.

Some points to remember

  1. DIY Solutions: Sometimes a simple DIY or “Self Help” solution is the simplest way to solve a minor issue. As an online retailer, we may require you to use such DIY solutions. For example, if a mark or on a product can be removed by some simple cleaning, or a minor defect can be solved by using a replacement part, or with the use of common tools – you may be required to use DIY solutions, and will be compensated with a partial refund or store credit in an appropriate amount.
  2. Packaging: Our product packaging is designed to protect the product during delivery to you. The packaging may sustain some wear or damage during transit however if the product inside is protected then it has served its purpose and this would not be considered an issue.
  3. Minor Visual Variations: Many of our products and components of our products are hand-made and there may be minor variations in colour and finish between each item, and between the corresponding images shown on the Moda Living website (sometimes due to screen types and resolutions, or in situ lighting conditions). It can be said that no two pieces of furniture are identical!
  4. Product Maintenance: To ensure the durability and longevity of your products, please perform regular maintenance and consider the use of care products such as leather care kits and timber oil. Products used outdoors, even outdoor furniture, will eventually rust, wear or fade. Your maintenance and local environmental conditions will in a large part determine how long your products will last (for example products used near water or the ocean will rust faster than normal).