Warranty, Policies, Care
Warranty, Policies, Care and Privacy Information
Here at United House, we believe that our customers deserve more than just quality products at very low prices. Our warranty and specialised care instructions on our range of furniture give you added assurance on your purchase. This is an extension of our commitment to you.
Please carefully read through all warranty and care conditions relating to the product/s you have purchase or are thinking about purchasing.
The purchaser is responsible for reading and understanding the warranty and care conditions relating to your product, and filling out the warranty and care submission form prior to the commencement of using the product.
United House Furniture 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. Full details of your consumer rights may be found at www.consumerlaw.gov.au.
WARRANTY AGAINST DEFECTS
1. Our warranties against defects and remedies under these warranties are in addition to other rights and remedies of the purchaser under the Australian Consumer Law. Should your product be defective, you may choose to make a claim under the Australian Consumer Law or the United House Furniture Warranty Against Defects.
2. Unless otherwise specified in writing by United House Furniture (e.g. in a Sales Order), United House Furniture Limited warrants that:
2.1. The timber, wicker and frame used in each piece of United House Furniture is guaranteed against failure due to a manufacturing defect for a period of 2 years from date of purchase;
2.2. All components of your product other than 2.1 above (including fabric, 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 year from date of purchase.
3. To be entitled to claim under the United House Furniture warranty against defects, the defect in the part or product must appear within the relevant time period set out in items 2.1 and 2.2 above.
Exclusions (subject to the Australian Consumer Law)
4. To the maximum extent permitted by law, and subject to the Australian Consumer Law, United House Furniture Limited is not liable, whether in contract, tort (including negligence), under any statute or otherwise, for or in respect of:
4.1. Normal wear and tear (refer to the Caring for Your Furniture below). In this regard, please note that the following may occur as a result of natural and normal usage:
(a) Fabrics will be subject to fading, creasing and pilling;
(b) Foam and fillings will soften and form the shape of the user over time;
(c) Depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchaser’s expense;
(d) The fabric products are upholstered by hand and therefore, 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, Please also refer to “Caring for Your Furniture” below;
4.2. Damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily fluids;
4.3. 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 your acts and/or omissions; or
4.4. The cost of transporting the Product to and/or from the specified place of repair or replacement.
5. The warranty against defects is not transferable. It is limited to the original purchaser specified in the original Sales Order. The warranty against defects only applies to products that are used for normal domestic purposes and excludes products used for commercial purposes.
HOW TO CLAIM A WARRANTY AGAINST DEFECTS
6. To claim under these warranties against defect , the Purchaser:
6.1. Must cease using the product immediately after the defect appears; and
6.2. Must notify United House Furniture within 24 hours after the defect appears and within 24 months of the date of purchase for timber, wicker and frame warranties, or 12 months of the date of purchase for fabric, lacquered and other timber finishes, chrome and metal, glass and marble, travertine and stone warranties;
6.3. Provide United House Furniture a copy of the original Sales Order or tax invoice.
6.4. Must provide digital photos of the area affected from close up and far away.
6.5. Must provide a brief description of the claim
6.6. Must provide address of where the furniture is and your full details and contact numbers.
7. To make a claim, email firstname.lastname@example.org.
8. Once a claim has been lodged with us, United House Furniture will assess your claim, and respond within 10 business days.
9. The purchase may bear the expense of making the claim, and the cost of all freight, house calls, labours and other items. These will be charged to the Purchaser at standard United House Furniture rates.
REMEDIES FOR WARRANTY AGAINST DEFECTS
10. If a part or product is determined by United House Furniture to have a manufacturing defect, United House Furniture will, at the election of United House Furniture, choose whether to repair or replace that part or product.
11. Under the United House Furniture warranty against defects, the purchaser has the right to repair or replacement of the defective part or product only.
12. To the maximum extent permitted by law, unless expressly set out in these warranties against defect, and subject to any condition, warranty or right granted or implied under the Australian Consumer Law or any other law which cannot by law be excluded by agreement, United House Furniture Limited has no liability to the purchaser under the warranty against defects (other than repair or replacement of the defective part or product), whether in contract, in tort (including negligence), under any statute or otherwise, for any loss or damage of any kind suffered by you or any other person in connection with the goods including, but not limited to, indirect and consequential loss.
CARING FOR YOUR FURNITURE
Depending on the product you purchase (please see item description for full details), our Furniture is made of the following products.
• PE (Poly Ethylene) wicker (most external coverings and seating webbing)
• Powder coated or anodised aluminium (frame and some legs and accessories)
• 304 grade stainless steel (feet and some legs and accessories)
• 100% polyester or 70% polyester 30% cotton blended cushion fabrics (Cushions)
• Polyester foam (cushion fill)
• Tempered (heat strengthened) glass (table tops)
• Teak timber (table tops, legs and trimmings)
• Recycled timbers and pine (table tops, legs and trimmings)
• Travertine stone (table tops)
• Granite stone (table tops)
• PE (Poly Ethylene) legs, accessories and some fittings
Please ensure that your furniture is used as it was intended. Do not sit on arms of lounges, do not sit or stand on table tops, and do not pivot on the back legs of chairs.
As with any product, prolonged exposure of furniture to direct sunlight will harm it. Direct exposure to sunlight will cause leather and fabrics to fade and may also cause excessive drying. Direct exposure to sunlight will cause timber products, particularly doors, tops and side panels to warp.
FABRIC UPHOLSTERED FURNITURE
If a thread becomes loose on the fabric, simply cut it off. Do not pull it. Dirt and body moisture can discolour fabric. We recommend a simple vacuum of your fabric sofa every week using the appropriate attachment to remove dust. This will also remove grit that can wear away the fabric. We recommend professional steam cleaning on an annual basis for a deep clean. Avoid harsh brushing and sharp objects (rings, buckles, toys) as it will cause snagging of threads. Do not allow cats and dogs to walk on fabric upholstered furniture. As many fabrics differ in properties, it is best to follow the unique care and cleaning instructions labelled on your fabric furniture.
LACQUERED & TIMBER FINISHES
Natural timber and veneer finishes will show distinctive markings, patterns and colour variations which are evidence of being produced from genuine timber materials. Always use protective heat coverings to protect against hot objects. A tablecloth is not sufficient. Always use coasters when placing glasses, bottles or cups on the surface. Regularly clean surface by wiping with a non-abrasive, damp cloth.
Teak is a highly durable, weatherproof timber used in outdoor furniture and marine applications. Teak does not need to be maintained however, if left unoiled will gradually take on a grey colour. This does not damage the timber, and will not affect its longevity. Many people find this preferable to the oiled timber colour the choice is yours.
All Teak comes raw polished from the manufacturer. It will vary in colour and slightly in size from piece to piece. If you like the raw look of Teak timber it is not necessary to apply oil. We recommend sanding and using a Teak oil on all Teak every 6 to 12 months or following the manufacturers guidelines of the Teak oil.
Avoid direct sunlight, as this will cause colour change. If the furniture is positioned in direct sunlight, move items such as vases around to avoid spotting and keep covered whenever possible. Avoid placing hot or wet items directly on the surface as they can leave marks which are difficult to remove. Tablecloths, table runners and coasters help protect timber and timber veneer surfaces from scratching and staining. Dust once a week using a soft cloth.
RECYCLED TIMBER & PINE
Nail holes, timber knots, colour variations and timber block patches are common characteristics of recycled timber furniture and not considered defects.
When positioning timber furniture in your home, do not place it in direct sunlight, close to heaters or outdoors. Doing so can result in damage that is not covered by warranty. Avoid placing hot or wet items directly on the surface as they can leave marks which are difficult to remove. Tablecloths, table runners and coasters help protect timber surfaces from scratching and staining.
Dust once a week using a soft cloth. Do not use cleaners that contain ammonia, spirits or silicone. Test all cleaning products in an inconspicuous area first.
MARBLE, TRAVERTINE & STONE FINISHES
Marble, travertine and stone are natural materials. Each piece is unique in markings and patterns and colour variation. It is not unusual to have some 'spider veins' running through the stone tiles, these have been filled with resin; these 'spider veins' are not cracks and are quite normal. The top may not be perfectly flat and tile lines may not be perfectly straight, however every effort is made for the tiles to be laid with precision. Care is also taken to colour match the natural stone tiles, however, some colour variations between tiles does occur; these variations only enhance the unique qualities of your particular table.
Always use protective heat coverings to protect against hot objects. A tablecloth is not sufficient. Always use coasters when placing glasses, bottles or cups on the surface. Any liquid spills should be wiped clean immediately. Remove dirt and dust by wiping with a warm, damp cloth. Never leave items on the table top for long periods of time such as glasses or vases, as this can also stain or discolour the table top.
For general cleaning use warm soapy water, with a soft cotton cloth. Wipe over in a sweeping motion, always rinse well with fresh water. NEVER use caustic based cleaners – use of these products voids any warranty. Some stone bench top cleaners may damage the sealer coat used on the stone surface, therefore it may be necessary to reapply a sealant, and we recommend only warm soapy water as above. ALWAYS test any cleaner on an inconspicuous location like the edge prior to using.
RESEALING The table top will require re-sealing every 6-12 months to ensure the surface remains resistant to staining (more often if left in extreme conditions). The table has been pre-sealed during the manufacturing process. For the best possible protection, we advise your table is resealed prior to use. A 'Slate Sealer' available from your local hardware store or tile shop is the most suitable sealer for this application. Apply the sealer according to the directions on the product. Two coats may be required as the sealer will be readily absorbed into the stone.
CHROME & METAL FINISHES
Dust the surface regularly to avoid build-up of pollutants, which may cause the surface to rust.
Do not use harsh abrasives to clean any metal surfaces. Clean with fresh, soapy water at least 3 monthly or more as necessary and dry after cleaning.
Stainless steel can eventually rust, and should be kept as dry as possible, if surface rust appears it should be polished off using a stainless steel cleaner.
Avoid contact with sharp or hard objects as this will cause scratching.
Use a regular glass cleaner with an appropriate soft cloth for glass to dust regularly. Do not apply glass cleaner to surrounding areas or the frosted side of the glass. Always use a mat to avoid hot objects being in direct contact with glass. Avoid contact with sharp or hard objects as this will cause scratching and avoid using the glass as a chopping surface. Never lift glass tops from the ends of a table as this will put unnecessary stress on the surface and may cause it to break. Do not sit or stand on any glass.
Glass table tops are not to be exposed to direct sunlight or temperatures exceeding 35 degrees Celsius, please note this will void warranty for any glass product and or any product associated with the glass (such as table top).
Avoid direct sunlight to avoid excessive fading and general damage, keep covered when not in use. Avoid extreme weather conditions, such as strong winds, hail, storms. Do not expose to temperatures outside of 0-35 degrees.
Please clean regularly with fresh soapy water and dry using a damp soft clean cloth monthly or as often as necessary.
PE Wicker under glass should not at any time be exposed to UV light through the glass. PE Wicker under glass is not covered under any warranty for damage from UV exposure through glass.
Small amounts of wicker can pull away from the frame; this is not covered under the warranty. Simply apply clear outdoor silicone to the frame, then wrap the wicker back onto the frame and hold in place with masking tape. Remove the masking tape when dry.
Dust regularly to avoid dirt build-up.
Do not use harsh abrasives to clean any metal surfaces. Clean with fresh, soapy water at least 3 monthly or more as necessary and dry after cleaning.
If accidentally bent out of shape, do not try to bend it back as it may damage the frame.
Do not stand on any part of the frame, they are designed for sitting on only.
Although our cushions are UV stabilised and treated, our Australian sunshine is very tough on soft fabric and furnishings. We strongly recommend that cushions are covered or removed when not in use to protect the colour and keep them looking brand new. Please note that the warranty does not cover material fading or mould.
Our cushions are made for outdoor use, however to ensure best results and longevity of fabric we recommend setting to be placed in covered area that protects from rain and or for water tight weather cover to be placed over setting when setting is not in use. Please note mould may grow if cushions are stored wet and or are subjected to continual long term wet weather conditions. To dry cushions simply allow them to gently drip dry out of the weather. All cushion covers are removable for washing, however must be replaced wet (do not use dryer), to avoid shrinkage. For cushions that will be subjected to full weather conditions we recommend applying a fabric guard/protection treatment to all exposed cushions, as per above we do caution exposed cushions may be subjected to mould and or a reduced lifespan.
Please refer to care instructions provided on inside of fabric for washing instructions.
UNITED HOUSE FURNITURE PRODUCTS & AUSTRALIAN CONSUMER LAW
United House Furniture goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement, 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.
The guarantees under the Australian Consumer Law are in addition to any warranty against defects you are given (please refer to the United House Furniture Warranty Against Defects page for more information). Should your product be defective, you may choose to make a claim under Australian Consumer Law or the United House Furniture Warranty Against Defects.
SUMMARY OF AUSTRALIAN STATUTORY CONSUMER GUARANTEES
1. The Australian Consumer Law applies the following consumer guarantees to all goods you purchase from United House Furniture:
1.1. The goods will be of acceptable quality;
1.2. The goods will be fit for a particular purpose;
1.3. The goods will match their description;
1.4. The goods will match the sample or demonstration model;
1.5. Any express warranties provided by United House Furniture are satisfied;
1.6. You have title to the goods;
1.7. You have undisturbed possession of the goods;
1.8. There are no undisclosed securities on the goods;
1.9. Spare parts and repair facilities will be available for a reasonable time after purchase (unless you were advised otherwise at time of purchase).
CONSUMER GUARANTEE REMEDIES
2. If you have a "minor problem" with a United House Furniture product, United House Furniture can, at its cost, choose to repair the product instead of replacing it or refunding you.
3. If you have a "major problem" with a United House Furniture product, you have the right to choose whether to reject the goods (and either choose a refund or a replacement) or to ask for compensation for the drop in value below the price you paid.
4. For goods, there is a “major failure” to comply with a consumer guarantee when:
4.1. You would not have purchased the product if you had known about the problem; or
4.2. The product is significantly different from the description, sample or demonstration model you were shown; or
4.3. The product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time; or
4.4. The product is substantially unfit for the purpose you told the supplier about, and cannot easily be made fit within a reasonable time; or
4.5. The product is unsafe.
5. If there is a “major failure” of a United House Furniture product, you can choose to:
5.1. Return the goods to us and ask for a refund;
5.2. Return the goods to us and ask for a replacement; or
5.3. Keep the goods and ask us for compensation for the difference in value from either the supplier or the manufacturer.
6. A "minor failure" is something that is not a "major failure". It can be fixed in a reasonable period of time.
7. If your United House Furniture product is subject to a "minor failure", United House Furniture can choose to:
7.1. Repair the United House Furniture product at no cost to you;
7.2. Replace the United House Furniture product, against at no cost to you; or
7.3. Refund you.
8. If United House Furniture fails to give you a free repair within a reasonable time or cannot fix your problem, you can:
8.1. Get it done elsewhere and pass on the cost to United House Furniture
8.2. Ask for a replacement
8.3. Ask for a refund
8.4. Recover compensation from United House Furniture for the drop in value below the price you paid.
RESPONSIBILITY FOR RETURNING UNITED HOUSE FURNITURE GOODS
9. You are responsible for returning the goods to United House Furniture at your expense in the circumstances which you have picked up the goods or agreed upon by you or a United House Furniture representative.
10. However, if the item is faulty and/or the cost to return, remove or transport the goods will be significant to you and you have paid any delivery/service expenses in full, then United House Furniture may arrange for the goods to be collected from you, within a reasonable time and at the expense of United House Furniture.
EXCEPTIONS TO GUARANTEES
11. Consumer guarantees do not apply if you:
11.1. Received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it;
11.2. Misused a product in any way that caused the problem; or
11.3. Knew of, or were made aware of, the faults before you bought the product.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au
Our standard delivery is made to ground floor only. Specific date or time delivery requests may be charged at taxi truck rates with a minimum 3 hour call-out fee. Bay Gallery reserves the right to defer or re-book deliveries in hazardous weather conditions.
We provide a 2 person delivery service for all Items deemed difficult to deliver in metro Brisbane, Sydney and Melbourne only on request. Such items include fragile items, stone items, items over 30 kg, or items with a length over 160cm. For all other areas, we only provide a 1 person delivery. Deliveries for such items to excluded areas will require assistance by at least one, or in some cases 2, physically able bodied persons to unload and deliver furniture into your home. If the delivery is deemed unsafe or hazardous for our staff or furniture product, Bay Gallery reserves the right to cancel/defer delivery. Re-delivery may be charged at standard cost or taxi truck rates. It is the responsibility of the buyer to inform Bay Gallery of any potential hazardous delivery conditions prior to or at the time of delivery confirmation. Hazardous conditions may include but are not limited to: Internal driveway that is too narrow, not sealed, too steep or unstable to allow truck safe access and turnaround, steep or unstable incline that furniture must be carried over, narrow doorway or other access points or more than 12 steps required to access furniture delivery point. In some circumstances a delivery may be deemed safe for staff access though hazardous for potential damage to furniture items and/or home delivery address. In these circumstances Bay Gallery staff may proceed with delivery, however we may request you to sign a liability release form before proceeding with the delivery.