Sofa Warranty Policy Page

Duracrafts Furniture Warranty Policy (Australia) – Effective 23 July 2025

Duracrafts Furniture is committed to quality and stands behind its sofas and recliners with a comprehensive warranty. This policy outlines the warranty coverage for various components, exclusions, and the claims process. It is designed in line with industry-leading Australian furniture retailers’ warranties and complies with the Australian Consumer Law (ACL). This warranty applies only to original purchases made directly from Duracrafts (e.g. through our official stores or website) and is non-transferable. No warranty is offered for any item purchased as clearance stock, floor stock, or via private sales/online marketplaces such as Facebook Marketplace or Gumtree. This warranty operates in addition to your rights under the ACL (it does not replace or limit those rights).

Warranty Coverage and Duration

Under normal domestic (non-commercial) use, Duracrafts provides the following warranty coverage for manufacturing defects in its sofas and recliners:

• Structural Frame: 3-Year Warranty for Sofas and 5-Year Warranty for Recliners. This covers failures in the timber or metal frame due to manufacturing defects (such as cracking, warping or breakage under normal use). It does not cover damage to the frame caused by abuse or improper use.
• Upholstery (Fabric and Leather): 1-Year Warranty for Sofas and 2-Year Warranty for Recliners. Covers manufacturing faults in the upholstery, such as seams coming apart or premature splitting/cracking of leather due to defects. Exclusions: Upholstery issues arising from spills, stains, improper cleaning, cuts, burns, pet damage, or normal wear (e.g. wrinkles, fading or pilling of fabric) are not covered.
• Cushions and Foam: 1-Year Warranty (All Products). Covers manufacturing defects causing excessive sagging or loss of foam resilience beyond normal softening. Note: Gradual softening and flattening of cushions over time is expected with normal use and is not considered a defect. Minor compression of foam or feather fill, and normal wear on comfort layers, are not covered as they are part of ordinary wear and tear.
• Recliner Mechanisms and Electrical Components: 2-Year Warranty (Recliners Only). Covers defects in mechanical reclining mechanisms and built-in electrical components (e.g. motors, control switches) of recliner chairs/sofas. This includes failure of the reclining hardware or motor due to manufacturing fault. Exclusions: any removable or replaceable batteries or power transformers (if applicable) may have a separate shorter warranty (typically 1 year) and are not covered beyond that term. Additionally, damage to mechanisms due to forcing, improper operation, or power surges is not covered.

Important: The warranty period starts from the date of purchase as indicated on your Duracrafts sales receipt. If a product or part is repaired or replaced under this warranty, the original warranty period is not extended; the replacement part or product will be warranted only for the remainder of the original warranty term.

Exclusions and Limitations

This warranty covers manufacturing defects in materials and workmanship. It does not cover conditions or damage arising from any of the following circumstances:

• Normal Wear and Tear: Natural deterioration from ordinary, everyday use is not covered. This includes but is not limited to fading or discolouration of fabrics or leather due to exposure to light, slight stretching or creasing of upholstery over time, and gradual softening of seat cushions or filling settling with use. Minor variations in texture, grain or color of natural materials (leather, wood) are normal and not defects.
• Misuse, Abuse, or Negligence: Damage caused by improper use or care of the furniture is excluded. Examples include: damage from jumping, standing or climbing on furniture; scratches, cuts, or tears (e.g. from sharp objects or pet claws); pet damage such as chewing or staining; damage from liquid spills, burns, or stains (including bodily fluids or corrosive substances); and mold or mildew resulting from furniture being kept in damp or poorly ventilated areas.
• Improper Cleaning or Maintenance: Use of inappropriate cleaning products or methods that cause damage (such as solvents, harsh chemicals, or bleach on fabrics/leather) is not covered. Failing to maintain the product as per care instructions (e.g. not wiping up spills promptly, or not conditioning leather as advised) leading to damage is excluded.
• Environmental Factors: Damage resulting from environmental conditions is excluded. This includes fading or material damage due to direct sunlight or extreme heat exposure, damage from excessive moisture or humidity, or weather damage if furniture is placed outdoors or in areas without climate control (indoor furniture is intended for indoor use only).
• Alteration or Unauthorized Repairs: Any structural or cosmetic modifications made after purchase, or repairs/attempted repairs not performed or approved by Duracrafts, will void the warranty for any resulting damage . This includes re-upholstering with non-Duracrafts materials or tampering with electrical/mechanical components.
• Commercial Use: This warranty is intended for products used in private homes. Furniture used in commercial settings (e.g. offices, hospitality or rental properties) or in other non-domestic environments is not covered, as heavier wear is expected in those cases. (Duracrafts products are warranted for residential use only.)
• Clearance, Floor Stock, and Second-Hand Items: Products sold as clearance, ex-display/floor stock, or any item sold “as-is” without full warranty are not covered by this Duracrafts warranty. We urge customers to inspect such items carefully as any existing defects or signs of wear will not be remedied by Duracrafts after purchase. Likewise, any furniture acquired second-hand or through private resale/online marketplaces (such as Facebook Marketplace, Gumtree, etc.) carries no manufacturer’s warranty from Duracrafts. Only the original purchaser buying directly from Duracrafts is entitled to claim under this warranty.
• Insurance and Accidental Damage: This warranty does not cover accidental damage or damage from unforeseen events such as fire, flood, or other natural disasters. It also does not cover purely cosmetic damage or slight imperfections if they do not affect the performance of the product. For protection against accidental or pet damage, please consider separate furniture insurance or protection plans (as these kinds of damage are outside the scope of a manufacturer’s warranty)

Finally, any condition not attributed to a manufacturing fault is not covered by this warranty. If an inspection finds that a reported defect is due to factors not covered (like those above), the claim may be denied. Duracrafts will not be liable for any consequential or incidental damages, except as required under ACL or other laws.

How to Make a Warranty Claim

If you believe your Duracrafts sofa or recliner has a defect covered under this warranty, please follow these steps to lodge a claim:

1. Cease Usage if Necessary: If the issue is structural or could worsen with use, stop using the furniture to prevent any further damage or safety risk.
2. Contact Duracrafts Customer Service: Notify us of the issue as soon as it becomes apparent. You can reach Duracrafts Furniture Customer Support by:
• Email: customerservice@duracraftsfurniture.com
• Phone: 1300 794 907

Provide a description of the problem and the product model.

3. Provide Proof of Purchase: Have your original purchase receipt or tax invoice ready. You will need to furnish proof that you are the original purchaser and the date of purchase. The warranty claim must be lodged within the applicable warranty period from the date of purchase (claims outside the warranty timeframe will not be accepted).
4. Documentation of the Defect: To expedite assessment, please provide evidence of the defect. This typically includes photographs or video showing the issue. In some cases, we may request you email photos of the product and the specific problem area.
5. Assessment: Duracrafts will review your claim and may contact you for further information. We may arrange for an inspection of the item. This could involve sending a qualified technician or independent furniture inspector to assess the fault. You will be informed of any inspection process and whether you need to make the product available for inspection or return it to us. (Note: If an inspection is required, and the claim is found not to be a warrantable defect, you may be responsible for the inspection fee or transport costs.)
6. Customer Cooperation: You are expected to cooperate with any reasonable requests during the claims process. This may include providing further details about the product usage, environment, or maintenance, to help us determine the cause of the issue.
7. Costs: In general, the customer is responsible for any expenses incurred in making a warranty claim, including any costs to transport the furniture to Duracrafts or an authorized repair center. If the claim is validated as a genuine manufacturing defect, Duracrafts will typically cover the cost of repair or replacement and may, at our discretion, reimburse certain freight or service costs. (If the claim is not covered by warranty, you can choose to proceed with repair at your own cost or have the item returned to you.)

Remedies Under the Warranty

If your claim is approved and the problem is confirmed to be a manufacturing defect covered by this warranty, Duracrafts will provide a remedy to rectify the issue. The remedy will be one of the following, at Duracrafts’ discretion, based on the nature of the defect:

• Repair: We will arrange for repair of the defective part or product, at no cost to you. This may involve sending a technician to your home to fix the issue or having the item (or a component) repaired at an authorized service center. We use genuine Duracrafts parts for all in-warranty repairs whenever possible. If only a part or component is defective, we will repair or replace just that part (for example, a recliner motor or a cushion), rather than the entire product.
• Replacement: If the defect cannot be reasonably repaired, we will provide a replacement product or part. The replacement will be the same model if available, or if that model/cover is no longer in production, a product of comparable value and style will be offered as the replacement. (For example, if a particular fabric or model is discontinued, we will work with you to find a similar item as a substitute.) Replacement of a part or entire item under warranty does not renew or extend the original warranty period – the warranty on the replacement expires on the same date as the original purchase’s warranty would have.
• Store Credit or Refund: In cases where a repair or an equivalent replacement is not feasible, Duracrafts may offer a store credit equal to the original purchase price you paid, or a refund as required by law. Store credit can be used toward any purchase at Duracrafts and is valid for a specified period (we will inform you of the terms if this remedy is applied). A refund (full or partial) will only be provided in accordance with Australian Consumer Law – typically only if a major failure has occurred and repair or replacement is not possible or cannot be done in a reasonable time.

Duracrafts aims to process and resolve warranty claims in a timely manner. Repair or replacement will be arranged as soon as practicable once a claim is approved. Please note that warranty service is provided as a remedy for product defects; it does not imply any admission of liability beyond the specific product issue, and remedies are limited to the value of the original product (incidental or consequential damages are not covered except to the extent required under law).

Additional Terms and Conditions

• Original Purchaser & Proof: This warranty is only valid for the original purchaser named on the sales invoice, and for the original delivery address in Australia. It is not transferable to subsequent owners or any other third party. A valid proof of purchase (with purchase date and product details) from Duracrafts or its authorized channels is required to make a claim.
• Direct Purchases Only: The warranty applies only to products purchased directly from Duracrafts Furniture (either in our showroom or via our official website). Items bought through unauthorized retailers, private sellers, or second-hand are not covered. Similarly, any parts or components not supplied by Duracrafts (or modifications using non-Duracrafts parts) are excluded from warranty coverage.
• Duration of Warranty: All warranty periods stated are calculated from the original date of purchase. Once a warranty period for a specific component expires, any claims for defects on that component will not be accepted. It is the customer’s responsibility to report defects within the applicable warranty term.
• No Extension of Warranty: As noted, performing a repair or providing a replacement under this warranty does not extend the original warranty duration for that product. For example, if a sofa with a 3-year frame warranty has its frame repaired in the second year, the frame warranty still expires 3 years from the original purchase date (not 3 years from repair).
• Commercial Use & Hire: Duracrafts furniture is intended for residential use. Use of the product in commercial environments, or rental use, voids this warranty (unless a specific commercial warranty has been arranged in writing).
• Variation in Products: Natural materials and handcrafted elements can result in slight variations. Minor inconsistencies in color, grain, texture, or finish that do not affect the function of the furniture are not considered defects. For instance, genuine leather may have natural marks or variation in pore density; this is expected and not covered as a “defect”. Similarly, dimensions of upholstered items may vary slightly (within a small tolerance) due to hand craftsmanship.
• Assembly and Care: Products must be assembled (if not delivered pre-assembled) and used according to the instructions provided. Damage resulting from incorrect assembly (e.g. improperly attached legs causing frame stress) or from failure to follow care instructions is not covered. We encourage customers to review the Sofa Care guidelines available on our website for proper maintenance practices.
• Costs and Transportation: The customer is responsible for bringing the product to the nearest Duracrafts service location or covering any transport/freight costs associated with a warranty service, unless otherwise required by law or agreed by Duracrafts. If a technician’s home visit is required for repair, and the issue is found not to be a warrantable defect, a call-out fee may be charged. Duracrafts will advise you of any potential charges before proceeding with service in such cases.
• Australian Consumer Law: Nothing in this warranty policy excludes or restricts any rights you have under the ACL. The “Consumer Guarantees” under the ACL apply regardless of this warranty, and this warranty is provided in addition to those statutory guarantees.

Your Rights Under Australian Consumer Law

Duracrafts Furniture products come with guarantees that cannot be excluded under the Australian Consumer Law. This warranty is offered in addition to those legal guarantees. For example: under the ACL, you are entitled to certain remedies if goods fail to meet consumer guarantee standards of quality and performance. In summary:

• Acceptable Quality: Our goods must be of acceptable quality – meaning they are safe, durable, free from defects, and do as expected. If a Duracrafts product fails to meet these standards, you have rights to a remedy.
• Major Failures: You are entitled to a replacement or refund for a major failure of the product, and compensation for any other reasonably foreseeable loss or damage caused by that failure. A major failure is generally one that fundamentally impacts the product’s usability, would have stopped you from purchasing had you known, or cannot be remedied within a reasonable time.
• Minor Failures: For problems that are not major failures, you are entitled to have the goods repaired (or replaced) within a reasonable time. If a minor defect can be fixed, Duracrafts can choose to repair or replace at our cost. If the issue cannot be fixed or fixed in a reasonable time, you may choose a refund or replacement.
• Consequential Loss: You are entitled to compensation for other loss or damage that is reasonably foreseeable as a result of a product failure, as per the ACL.

Mandatory Notice (Warranty against Defects): In compliance with the Competition and Consumer Regulations 2010, please note: “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 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.”

This statement confirms that the benefits provided by this Duracrafts warranty are in addition to the rights and remedies afforded by the ACL. For further information on your consumer rights, you can visit the Australian Competition & Consumer Commission (ACCC) website or contact your local consumer protection agency.

Contact Information

For any questions about this warranty or to initiate a claim, please contact us:

Duracrafts Furniture – Customer Support
Email: customerservice@duracraftsfurniture.com
Phone: 1300 794 907 (Mon–Fri, 9am–5pm AEST)

Our customer service team will guide you through the warranty claim process and answer any questions. When contacting us, please have your purchase details handy. Thank you for choosing Duracrafts Furniture – we are dedicated to ensuring you enjoy your furniture for years to come, and we will work to resolve any issues covered by this policy promptly and fairly.

End of Warranty Policy