Echo Grove Warranty

Echo Grove Pty Ltd ACN 600879025 and/or its authorised agents provide this warranty (“Warranty”) for its products that have been purchased in Australia. This Warranty is subject to the Australian Competition and Consumer Act 2010 (“Australian Consumer Law”). The benefits provided in this Warranty are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates. The Warranty period commences from the date of sale. The period of the Warranty will be:

(a) 5 years for upholstery frames (including sofas, daybeds, chaise, armchairs and recliners, and excluding occasional chairs, dining chairs and barstools);

(b) 2 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and 1 year for powered recliner mechanisms).
(c) 1 year for all other products. 

This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.

Exclusions: Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floor-stock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product. All warranty claims must be reported to Echo Grove Customer Service within 3 days of origination of any issue or default occurrence, warrant claims reported to Echo Grove Customer Service outside of this period will not be covered under warranty. 

 

In addition, this Warranty will not apply if:
(a) Repairs to a product are made or attempted by a service provider other than one approved by Echo Grove. (b) The product has not been used or maintained in accordance with the manufacturer or retailer’s instructions as provided with the product. (c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure. (d) Damage or degradation of leather or fabric coverings is attributed to improper maintenance, care, or handling; that is, the regular removal of dust and dirt by appropriate means and the application of endorsed cleaning and leather nourishing products used in conjunction with the appropriate applicators in the correct fashion as per the application's specifications. (e) The product has been modified, incorrectly adjusted, or operated, subjected to the incorrect electrical supply or inconsistent electrical supply, or used with inappropriate accessories. (f) The product is tampered with in any way. (g) The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.


Mattress Warranty: Echo Grove will pass on any warranty on a mattress provided to it by a mattress manufacturer to you. The warranty period is as specified by the manufacturer. 

Consumer Guarantees: 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. 

How to make a claim
To claim under the Warranty, you must, within 3 days of origination of any issue or default occuance;
(A) For all products, notify Echo Grove Customer Service by ringing 07) 3376 7401 or emailing sales@echogrove.com.au and return the product for repair/inspection to the location identified by Echo Grove Customer Service.

You will be required to pay for the associated costs (including any freight and insurance charges) unless these costs are deemed significant in which case we will arrange for the product to be assessed either at your premises or ours at our cost. A customer care claim form is available upon request to assist with furniture claims. Please fill in and send to us using the address information below, or by post to:

Echo Grove Customer Service
75 Spine Street, Sumner, Queensland 4074
sales@echogrove.com.au


We will assess the product to determine the nature of the issue, whether you are entitled to a remedy, and in the case of a minor failure, the remedy that will be made available to you. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. Before a claim will be processed, we require proof of purchase from you, which shall comprise the original sales docket receipt or another form of proof of purchase. We will do our best to resolve the issue in a timely manner although we cannot provide a guaranteed resolution timeframe as each furniture claim will be assessed individually.

Warranty terminology: Within this warranty, there is reference to specific terminology representing specific values. Should you, the customer, be unsure and require further explanation surrounding any aspect of this warranty including its application, longevity, exemptions or claim requirements, please notify Echo Grove Customer Service by ringing 07) 3376 7401 or emailing sales@echogrove.com.au.

(a) 'endorsed', we endorse care cover and offer their products for sale in-store and online.

(b) 'deemed significant', we do not deem any return costs that are equal to or less than the original delivery charges to be significant.

(c) 'at our cost', in relation to 'deemed significant' (above), if a return cost is deemed significant, we will compensate the amount in addition to the original delivery charge.

(d) in addition, to 'significant' (above), any items collected from any of our locations, by anyone or third party, other than that specified by Echo Grove staff, is deemed as a customer pick up and must be returned at the customer's cost.