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Refund policy


(In Store & Online Purchases)

Each piece of Queens Living Furniture is subject to the terms and conditions of the manufacturer’s limited warranty. Queens Living Furniture will make good by repairing or replacing any defect caused by sub-standard materials or workmanship covered by the manufacturer’s limited warranty. Proof of purchase including invoices and receipts must be provided. No other warranty is valid whether express or implied except by the effect of mandatory laws. The warranty does not cover normal wear and tear, damage caused by inappropriate cleaning methods, excessive loading or misuse of the goods. The purchaser should obtain and comply with the instructions relating to the care and maintenance for the goods purchased. The warranty is effective from the date the item/s have been delivered. The warranty only applies to the original delivery address. Queens Living Furniture goods come with guarantees provided by the Australian Consumer Law.


Unless otherwise specified in writing by Queens Living Furniture (in, for example, a Sales Order), Queens Living Furniture warrants that: (a) the frame used in each Queens Living Furniture lounge is guaranteed against failure due to a manufacturing defect for 5 years; (b) the electronic and motion components for all recliners and sofa beds are guaranteed against failure due to a manufacturing defect for a period of 1 years from date of purchase, excluding batteries and transformers that comes with a 12 month warranty; (c) all components of your product other than (a) and (b) above (including leather, fabric, stitching, suspension, springs, legs, lacquered and other timber finishes, chrome and metal, glass and marble, travertine and stone) are guaranteed against failure due to a manufacturing defect for a period of 1 years from date of purchase.


To claim under the Queens Living Furniture warranty against defects, the defect must appear within the relevant time period set out in clause (a), (b) and (c) above.


To the maximum extent permitted by law, Queens Living Furniture is not liable, whether in contract, tort, including in negligence, under any statute or otherwise, for or in respect of: (a) normal wear and tear. ‘Normal wear and tear’ means normal usage and includes, but is not limited to the following kinds changes occurring: i. Leather and fabrics will fade and crease ii. Foam and fillings will soften and form the shape of the user over time; iii. Depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchasers expense; iv. Scars, marks and differing pore density and colour are natural characteristics of leather; v. The leather and fabric products are upholstered by hand and therefor, 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. (b) damage caused by spills such as acids, solvents, dyes or other corrosive materials, ink, body paint, or bodily fluid; (c) 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 actions or omissions; or (d) the cost of transporting the goods to and/or from the specified place of repair or replacement. The warranty against defects is non-transferable and is limited to the original purchaser specified in the original Sales Order. The warranty against defects only applies to goods used for normal domestic purposes and excludes goods used for commercial purposes


Disclaimer on Color Differences:

Color variations in the product primarily arise from fluctuations in raw material suppliers and disparities in production timing. These factors are beyond our control. Due to the possibility of slight color variations between different production batches, we do not accept return requests related to product color differences.





To claim under the Queens Living Furniture Warranty against a defect, the purchaser: (a) must stop using the product immediately after the defect appears; and (b) must notify Queens Living Furniture within 7 days of the defect appearing; (c) provide Queens Living Furniture with a copy of the original Sales Order or tax invoice.


To make a claim, the purchaser can lodge a service claim on the Queens Living Furniture website or telephone the service department of Queens Living Furniture on 1300 380 018 or queensliving.furniture@gmail.com


Once a claim has been lodged with the Queens Living Furniture service department, Queens Living Furniture will assess the purchaser’s claim, and respond within 10 business days.


The cost associated with the claim including any costs of freight, house calls, labour and other items, is borne by the purchaser. The costs are based on standard Queens Living Furniture rates.






If a part or product is confirmed by Queens Living Furniture to have a manufacturing defect, Queens Living Furniture will, at its sole discretion, determine whether to repair or replace the defective part or product. Queens Living Furniture is not liable for any loss or damage of any kind arising in connection with the goods including, but not limited to, indirect and consequential loss, except as expressly stated in the warranty against defect, to the maximum extent permitted by law.






The description of all furniture as detailed in the Sales Order is accepted as correct by the purchaser. The purchaser acknowledges that colour swatches and samples are only approximate guides, as leather, fabric, timbers and any stone product may vary in texture, colour and finish. Depending on the selected covering and finish, the furniture may differ in character and feel when compared with showroom furniture. Softness and creasing of the furniture may also vary from the showroom furniture. Prolonged exposure to direct sunlight can cause fading, drying and splitting to leather, fabric, timber and some stone products.






Queens Living Furniture reserves the right to change the design, price, construction and dimensions of its products without notice. The sales staff of Queens Living Furniture are available to assist with any queries regarding any products, but the final decision on any products including the suitability on a particular model, colour, finish or covering is entirely the purchaser’s responsibility. The purchaser should choose carefully because Queens Living Furniture does not refund or exchange if the purchaser has a change of mind.






A storage fee may apply if products are not collected or not able to be delivered within 28 days after Queens Living Furniture has given notice to the purchaser that the goods are available for collection.






The purchaser is responsible for returning the goods to Queens Living Furniture at the purchaser’s expense if the purchaser had collected the goods from Queens Living Furniture. Before goods are returned, the purchaser should make arrangements with Queens Living Furniture to receive the goods. So far as possible, Goods should be returned:




with both Goods and all packaging as far as possible in their original condition;


securely wrapped;


including our delivery slip;[or manufacturer’s delivery slip]


at your risk and cost.




Damaged/faulty products and refund policy



The following conditions apply to any product purchased from us. In addition, you have rights under the Competition and Consumer Act 2010 (Cth) and the Australian Consumer Law (as it is defined in that Act). To the extent that any part of our policy contradicts any part of the Australian Consumer Law, the Australian Consumer Law will prevail to the extent of the inconsistency.



Product warranties



Our product warranties differ depending on the product. The terms of each product warranty prevail in any instance where they are inconsistent with these terms and conditions.


Our warranties are:


for the original purchaser only.


valid from the date of delivery.


only valid for products that have been used exclusively for domestic use.


only to repair or replace the impacted pieces of a product (where applicable). We are under no obligation to replace or repair the entire product as a consequence of a manufacturing or material defect of one component of the product.


We require proof of purchase before undertaking any repairs or replacement under warranty.



Claiming warranty



Please email or visit the store that you purchased your product from to discuss the issue first. They will require the following information:


Your name and address so they can look up the purchase details.


A description of the issue and relevant photographs.


Once they have these details they will be able to assess and advise you on the next actions. This might require the item to be returned to the store. The purchaser will be responsible for the return of the product to the store in this circumstance.



Warranty exclusions



The warranty does not cover:


Damage resulting from modifications, misuse, cleaning, storage, transportation or as a result of product being used outside its intended purpose.


Damage, deterioration or discolouration resulting from the product not being maintained in accordance with the manufacturer’s instructions.


Damage caused by extreme heat, extreme cold or chemicals.


Pre-existing defects, wear and tear or discolouration in products sold “as is”, such as floor stock.


For more information, please refer to the warranty, care and maintenance information sheet relevant to your product.




Return policy



Customized Products (according to customers demand ,the product its made-to-order)


In the case of no defective problems, customized products are not accepted for any return and refund policy


Standard products


Queens Living will accept returns within 5 days of delivery of the item in the following circumstances:


The purchaser must cover all costs associated with the return of the product to the store.


The product must be in its original packaging, unused and in pristine, saleable condition.


Upon the return and a successful inspection of the product, a full refund will be offered, excluding original shipping and installation costs.


If the product is already damaged upon delivery, contact us immediately to report the damage. Failure to do so will make the purchaser responsible for the damage.



Indemnification of supplier by manufacturer



Under section 274 of the Australian Consumer Law, we have a liability to pay to you an amount equal to the lowest of the cost of replacing the Goods, the cost of obtaining equivalent goods, or the cost of having the Goods repaired.







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. To view the Queens Living Furniture Warranty Against Defects and a more detailed description of your rights and remedies under the Australian Consumer Law, see details above.



For information about the Australian Consumer Law visit: www.consumerlaw.gov.au