Warranty & Return Policy

Last updated: March 22, 2024

Your Rights Under Australian Consumer Law

All products sold by Ailiving are covered by the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to:

  • A replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

  • A repair or replacement if the goods are not of acceptable quality and the issue is not a major failure.

This warranty policy is in addition to your statutory rights under the ACL (Schedule 2 of the Competition and Consumer Act 2010).

Returns & Change of Mind

Changed Your Mind?

We understand that purchasing furniture is a big decision. However, Ailiving does not accept returns based solely on change of mind or incorrect decisions. Each request is assessed individually.

To request a return:

  • You must provide proof of purchase (e.g., a receipt).

  • The product must be unused, in original packaging, and include all manuals and accessories.

  • The product must not fall under our list of non-returnable items.

Non-Returnable Items:

  • Mattresses

  • Clearance or floor stock

  • Special orders (custom-made or made-to-order)

Please note:

  • Original delivery fees are non-refundable for change-of-mind returns.

  • If you request pickup, a collection fee will apply (quoted before confirmation).

  • Alternatively, you may return the item to the original store.

Order Cancellations

A 30% cancellation fee applies to all cancelled orders.
Cancellations are not accepted for:

  • Laybys

  • Custom or Made-to-Order items

If cancellation occurs after dispatch, you must refuse delivery or return the item at your expense to be eligible for a refund.

Refunds: Timeframe & Method

Approved refunds will be processed within 14 business days of receiving the returned product or cancellation confirmation.

Refunds are made via:

  • Original payment method

  • Or bank transfer (where applicable)

Processing times may vary depending on your financial institution.

Damaged or Faulty Products

If your item arrives damaged:

  • Immediately notify the delivery driver and refuse delivery, or

  • Report any post-delivery damage within 7 days.

If the item is deemed faulty after assessment, and not due to misuse or neglect, we will:

  • Replace, repair, or refund the product

  • Refund any delivery charges (only if the item is found to be faulty)

Product Warranty Coverage

Made-to-Order (MTO) Lounges

  • Frame: Lifetime warranty

  • Electrical/mechanical parts: 2 years

  • Foam: 2 years

  • Fabric/Leather: 2 years

Custom Made Lounges

  • Frame: 10 years

  • Electrical/mechanical parts: 2 years

  • Foam: 2 years (may vary by material)

  • Fabric/Leather: 1 year (may vary by material)

All Other Lounge Products

  • Frame: 5 years

  • Electrical/mechanical parts: 1 year

  • Fabric/Leather: 1 year

Living, Dining & Bedroom Furniture

  • 1-year warranty (unless otherwise stated)

Mattresses

  • Warranty: 2–10 years (varies by product)

Floor Stock / As-Is / MOF Products:

  • Under $250: 3 months

  • $250–$1,000: 6 months

  • Over $1,000: 1 year
    (Overrides invoice wording)

Warranty Exclusions

Warranty does not cover:

  • Normal wear and tear (e.g., pilling, fading, softening)

  • Damage from bodily fluids or medication

  • Improper use, assembly, cleaning, or handling

  • Damage from environmental exposure (sun, heat, chemicals)

  • Products modified, tampered with, or used abnormally

  • Items used for commercial purposes

  • Defects disclosed at time of "As-Is" purchase

Examples of Acceptable Wear and Tear

  • Fabric: Minor fading, pilling, creasing

  • Leather: Natural marks, softening, wrinkles

  • Timber: Scratches, scuffs, natural grain

  • Stone: Surface marks, patina development

  • Metal: Minor scratches, tarnish, patina

These are considered normal aging, not defects.

Foam "Breaking-In" Period

Your new sofa may feel firm at first. Over the first month, cushions naturally soften and conform to your body. This is not a fault but a normal part of the settling process.

Claiming Your Warranty

Eligibility:

  • Defect must occur within the warranty period noted on your receipt

How to Submit:

  • Email your claim to the store where you purchased

  • Subject: Warranty Claim – Invoice No. [Your Invoice Number]

  • Include:

    • Description of the issue

    • At least 2 photos or a short video of the problem

Response Time:

  • You will receive a reply within 2–5 business days

Conditions:

  • Warranty is non-transferable

  • Only valid for domestic use (not commercial)

Warranty Resolution

If a product is deemed to have a manufacturing fault, Ailiving will:

  • Repair or replace the item or part

  • The original warranty period remains unchanged (i.e., no reset)

We may:

  • Request ID and proof of purchase

  • Ask for more details or media to assess your claim

  • Require return of goods before issuing resolution

  • Charge for transport or inspection (especially for remote areas)

Example: If a sofa with a 2-year warranty is replaced after 18 months, the replacement inherits the original expiry—6 months of coverage remaining.

Transit Damages

We carefully package your items for safe delivery. However, if an item arrives damaged:

  • Inspect goods before signing the delivery slip

  • Report any issues within 7 days

  • Include:

    • Photos of the product, packaging (inside & out), and shipping label

Items not reported within 7 days may not be eligible for repair or replacement.

Delivery & Return Fees

  • Missed deliveries may incur additional charges

  • Return delivery and insurance are your responsibility (unless faulty)

  • A Goods Return Authority is required for any return after dispatch

Free Gifts

Items received as free gifts are not covered under warranty.

Need help with a return, warranty claim, or damaged product?
📞 Call: +61 02 9623 6998
📧 Email: admin@ailiving.com.au
📍 Visit: 15-33 Glossop St, North St Marys, NSW, 2760