Refund Policy

The Struxture - Returns and refund policy
    1. Consumer Guarantees

Our Products 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 Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.

    1. Change of mind returns

Unless otherwise agreed by us in our discretion, unfortunately we are unable to offer change of mind returns and exchanges/refunds. If we do agree to a change of mind return for a refund or exchange, then this will be subject to your compliance with any conditions that we specify (including without limitation administrative charges and costs). This no change of mind policy for returns does not limit or apply to any returns made for defective products in accordance with the other terms of this clause.

    1. Limited Product Warranty
      1. Subject to the other terms of this clause, we represent and warrant that the Products will be free from manufacturing defects for a period of 12 months from the date of purchase. Components including, fabrics, leathers, foam, feather and fibre fillings, suspension, springs, mechanisms including sofa bed mechanisms, zippers, touch fasteners, and legs are warranted against failure due to a manufacturing defect for a period of 12 months or otherwise in accordance with the Australian Consumer Law.
      2. In order to claim pursuant to this warranty:
        1. you must present to us your receipt or other adequate proof of purchase; 
        2. you must comply with the notification and inspection requirements set out under clause 8.4;
        3. the Products must be assessed by us as being faulty in accordance with clause 8.6.
      3. This warranty against defects is in addition to any rights you may have under the Australian Consumer Law.

    2. Notification and inspection
      1. You must inspect all Products immediately on receipt of the Products and before use.
      2. You may reject any Products as faulty provided that you give us notice of such fault including information of your Products and the fault:
        1. in the case of a fault that is apparent on normal visual inspection, within 24 hours of receipt or before use (whichever is first); or
        2. in the case of a latent defect (being a defect that is not apparent on an initial visual inspection), within a reasonable time of the latent defect having become apparent and within the warranty period being 12 months from the date of purchase. 
      3. You must do all that is reasonable to prevent the Products from becoming faulty or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether faulty or not) must be stored and handled in the same manner as if they had no fault.
      4. We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).

    3. Returning Products
      1. We cannot accept return to sender. If a product has a fault or is damaged upon arrival, considering the nature of the business’ presence and size of the goods, we cannot package and send back to the original manufacturer. Upon inspection with photographic or video evidence, we will either send a replacement part, remit full or partial refund or send a replacement.  
    1. Products being assessed
      1. We reserve the right to assess the condition and age of the Products before providing a replacement or refund. We will not be liable for or required to accept any return for any fault or damage where such fault or damage is caused or partly caused by or arises as a result of:
        1. your acts or omissions, including where you:
          1. fail to take reasonable steps to prevent them from becoming defective or you fail to follow our instructions or standard practice for products the same as or similar to the Products;
          2. use the Products other than as intended;
        2. your continued use after discovering fault, or attempting to alter the Products without our consent (or by an unauthorised repairer). If a component of a product becomes defective, you must not attempt to repair it yourself. Doing so may cause damage which is not covered by this warranty; or
        3. you failing to maintain the Products in accordance with any care & maintenance booklets provided with the Products;
        4. loss or damage (including rusting and corrosion) due to exposure to water or weather; loss or damage due to fire, smoke, explosion, lightning, sunlight, infestation by animals or boring insects, or theft, or accidental damage or loss caused by a third party;
        5. wilful damage, negligence or abnormal use or abuse or storage or working conditions;
        6. fair wear and tear, which includes (without limitation):
          1. fade in colour;
          2. creasing of fabrics;
          3. foam and fillings softening and forming different shapes over time;
          4. scars, marks and pore density are natural characteristics of stone and other materials not considered defects; and
          5. any other matters we reasonably consider to be fair wear and tear. 
      2. This limited warranty applies to defects due to workmanship or materials, subject to the limitations described in this warranty. This limited warranty does not cover:
        1. comfort preference; 
        2. damage to any packaging only (and not the Products); 
        3. insignificant minor variations in dimensions, colour, grain or finish; 
        4. very minor chips or superficial blemishes; and/or
        5. replacement of any non-defective pieces of the Product (for example, if  only one component of the item is defective, then we will replace the defective component only).
      3. Please note that as Products are made-to-order, not one piece will be the same, and there will be imperfections and variances in each Product, such as variations in size, colour and texture from Product to Product in comparison to the product images advertised on the Website. We do not consider such imperfections and variances defects, but rather the uniqueness of a made-to-order product. Please see clause 12.2(d) for further information. Such Products are unique, and this does not constitute a defect.  
      4. Natural stone have natural imperfections. Some natural imperfections consist of gradient and mineral lines which may appear as lines through the stone which can appear to look like a crack and quartz which is a clear part of the stone. We do not consider such imperfections as defects but rather the makeup of natural stone.
      5. For some Products that we cannot assess ourselves, we may arrange for or have you send the Products directly to the manufacturer for assessment. In these circumstances, depending on the Products, please be aware that it may take several weeks to complete this process.
      6. If there is a minor fault and the Products can be repaired, we will send a repair part or refund the purchase price, at our discretion.
      7. If there is a major fault, you may choose to receive a refund, replacement or repair.
      8. In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.
      9. In the event that you fail to comply with any of your obligations set out under this clause, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably). 

    2. General
      1. The warranty noted under this clause is provided to the original purchaser only and is non-transferrable. 
      2. Any refunds provided under this clause will be issued to the same payment method which was used for the purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.