Warranty

WARRANTIES & RETURNS

Warranty Policy

Home Lux Australia prides itself in partnering with reputable wholesalers and manufacturers that offer exceptional quality Australian products.

Home Lux Australia and partnered wholesalers and manufacturers provides a 1-year manufacturer’s warranty on all furniture goods and 3-months manufacturer’s warranty on all electronic goods. Home Lux Australia and partnered wholesalers and manufacturer’s guarantees that when used in the intended manner, the products are free of material, design and manufacturing faults.

 

Scope of warranty

1. The warranty period starts on the date of the invoice and ends on the same day in the same month 1 years later, unless otherwise stated, and covers material, design and manufacturing faults.

2. The warranty covers only the products delivered, but not their installation or activities relating to their installation.

3. The warranty lapses immediately when modifications are introduced, repairs done or disruptions resolved without prior express permission from Home Lux Australia, their wholesalers or manufacturers.

Conditions

4. Condition for the validity of the warrant is that the products;

a. are used according to the application and purpose of use specifications

b. are handled according to the maintenance instructions, if such instructions are given in the assembly instructions

c. are not exposed to unusual circumstances

d. are not exposed to mechanical and physical loads that cannot be considered as intended for that product.

d. are not exposed to environmental influences, climate conditions or situations that can reasonably be expected to cause more than the usual level of wear.

5. The warranty only covers failure of the products caused by demonstrable material, design and manufacturing faults and that exceeds the average nominal failure rate. The warranty does not cover the misuse, mishandling or alterations to the product

6. The warranty does not cover

a. normal wear and tear or contamination, software faults or viruses, etc.

b. damage due to intent or gross negligence

c. deviations of the product compared with illustrations and information provided in in the installation, and or construction instructions

d. products which have been modified or repaired without permission from Home Lux, their wholesalers or manufacturers.

e. an incorrect combination with other installed products not intended for the purpose of the product

 

7. Returns

7.1 Change of mind is not covered by warranty nor is it endorsed by Home Lux Australia, their wholesalers or manufacturers

7.2 In the unlikely event that the item arrives damaged or faulty, the customer must submit a claim within 10 working days after receiving the product, using the form on the website. The report must include;

a. A detailed description of the problem or fault

b. Images or a short video clip of the damage in order to proceed with the warranty process.

The claim will be assessed and will need to be approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To be able to make a warranty claim, the customer must always report the number of the relevant invoice, complete a warranty claim form and provide the requested evidence.

7.3 If the customer would like a replacement for products that has been reported to be defective and has been appropriately assessed, they should specify this directly on the claim. Replacement products will always be charged to the customer in the first instance. As soon as the reported products have been returned to us, they will be credited after being checked, and deemed to fall under the warranty.

7.4 The customer is responsible for the return shipment and shipping costs. The transport costs will not be reimbursed by Home Lux Australia, their wholesalers or manufacturers.

7.5 If there is any doubt about whether or not the problem with the defective products falls under the warranty, the burden of proof of the existence of manufacturing, design and material faults lies with the customer. The customer should submit the proof in writing, with photographs or video to Home Lux Australia.

7.6 Home Lux Australia, their wholesalers or manufacturers are granted a reasonable period to examine the defective product for potential manufacturing and material faults.

7.7 If Home Lux Australia, their wholesalers or manufacturers considers an on-site examination necessary, the customer, installation technician, end user and others must grant free direct access and cooperation as needed. In case of doubt about the situation or the products, Home Lux Australia is entitled to invite representatives from other parties to inspect the product closely.

7.8 Home Lux Australia retains the right to take the final decision of whether a warranty claim is justified.

7.9 At the request of Home Lux Australia, the replaced products become the property of Home Lux Australia.

7.10 The warranty period will not be restarted when the warranty is fulfilled. Replacement products or parts are guaranteed until the end of the existing warranty period for the product or part that was replaced or in which it is installed from the original date of purchase.

8. Refunds

8.1 In the unlikely event that the item arrives damaged or faulty, the customer must submit a claim within 10 working days after receiving the product, using the form on the website. The report must include;

a. A detailed description of the problem or fault

b. Images or a short video clip of the damage in order to proceed with the warranty process.

The claim will be assessed and will need to be approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To be able to make a warranty claim, the customer must always report the number of the relevant invoice, complete a warranty claim form and provide the requested evidence.

8.2 The refund process will commence within 2 working days of receiving the completed claim and claims have been assessed for legitimacy and authenticity

8.3 Refunds will generally be processed within 14 working days of receiving the returned product

8.4 Home Lux Australia, their wholesalers or manufacturers reserve the right to grant a full refund claim and may at its discretion offer a partial refund

8.5 A full or partial refund may be determined where the returned product has been assessed and found that the claimed fault is caused by;

a. normal wear and tear or contamination, software faults or viruses, etc.

b. damage due to intent or gross negligence

c. deviations of the product compared with illustrations and information provided in in the installation, and or construction instructions

d. products which have been modified or repaired without permission from Home Lux, their wholesalers or manufacturers.

e. an incorrect combination with other installed products not intended for the purpose of the product

8.6 The customer is responsible for the return shipment and shipping costs. The transport costs will not be reimbursed by Home Lux Australia, their wholesalers or manufacturers.

9.1 Service

9.1 A product demonstrating manufacturing, design or material faults will be repaired or replaced within the warranty period by Home Lux Australia. If a repair is impossible, Home Lux Australia can replace it with an equivalent product in consultation with the customer, or resort to crediting.

9.2 If Home Lux Australia decides on replacement, a new product may vary in dimensions, construction, light characteristics, colour or otherwise, compared with the original product, because that product is no longer produced in that form or is no longer available.

9.3 Labour costs for dismantling and installation do not fall under this warranty. All ancillary costs engendered by the repair of faults, and involved with replacing and repair are paid by the customer. They include in particular, but are not limited to, the cost of assembly and dismantling, transport or sending of the defective and the repaired and replacement product. The customer also pays for the required starting up or new installation of the product within the framework of the warranty.

10. Liability clause

10.1 Home Lux Australia is not liable for any unusual or general activities resulting damage, economic loss, including the loss of actual or expected profit, interest, income, expected savings or transactions, damage to goodwill, and damage of any type done to third parties. The legal warranty rights remain unaffected and apply regardless of this warranty.

Final provisions

11. The customer will not rely on any other information or documentation than that supplied by Home Lux Australia. The customer will also not invoke any typing, printing and typesetting error in the Home Lux Australia documentation.

12. The customer can only transfer the rights to the warranty to third parties with the express permission of Home Lux Australia.

14. Disputes which cannot be resolved amicably shall be submitted exclusively to the Australian Competition and Consumer Commission.

15. Any provision in this scheme which is wholly or partially void, voidable or otherwise inapplicable does not affect the application of the other provisions. For every void, voidable or otherwise inapplicable provision, a valid provision will be substituted that comes as close as possible to the inapplicable provision in spirit.