Warranty Policy

Author: Lee Davis  

Echo Grove Warranty

Echo Grove Pty Ltd ACN 600879025 and/or its authorised agents provides 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)   10 years for upholstery frames (including sofas, daybeds, chaise, armchairs and recliners, and excluding occasional chairs, dining chairs and bar stools);

(b) 2 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and 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. 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’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) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
(e) The product is tampered with in any way.
(f) 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:;
(A) For all products, notify Echo Grove Customer Service by ringing 0733767401 or emailing customerservice@echograove.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 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 here 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
customerservice@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.