Eureka Street Furniture products are built to last, though proper care is required to ensure your furniture lasts the distance. Please see the Eureka Street Product Care manual on our website for full information on how to correctly care for your product. Failure to care for your product correctly will void any warranty.
Unless otherwise stated all purchases from Eureka Street Pty Ltd are covered by a one (1) year warranty from the purchase date. In the event of a defect in material or workmanship within the warranty period Eureka Street Pty Ltd may rectify, repair, or replace any defects. This warranty does not cover surface scratches, dents, chips, marks, accidental breakages, deliberate or negligent damage and normal wear and tear. All warranties given or implied are ex-factory and, due to the nature of all solid timber and marble, cover workmanship only. Generally, if you have a warranty issue or claim the goods must be returned to the place of purchase before we can assess your claim.
See below relevant warranty periods that will cover all manufacturing faults (unless otherwise stated):
- 1 YEAR - All products
- 2 YEARS - Teak (Westwood), Aluminium (Channon, Haven), Cement (Anika, Santino)
- 3 YEARS - Recliner and sleeper mechanisms
- 5 YEARS - Lounge/sofa frame
Note: any discrepancies with your furniture must be reported within 48 hours of the issue being observed. Any issues that were present from day of receipt of goods must also be reported within 48 hours. Failure to report issues within 48 hours may result in limitation of warranty resolutions (i.e. replacement).
Please be advised that all timbers, leathers, marbles etc. are natural products and as such require on-going care. Timbers require waxing and leathers require conditioning with the recommended leather care kit. Marble must be sealed correctly. All warranties are contingent upon products being cared for in line with the Eureka Street Furniture Product Care manual. See our website for more detail.
WHAT DOES MY WARRANTY EXCLUDE?
The Eureka Street Furniture Warranty Program specifically excludes claims for:
- Products used in commercial, rental trade, institutional or other non-residential use
- The normal and expected settling of soft filling such as polyester fibre and leather
- Leather, fabric and timber grain variation, colour variation, wrinkling, markings, and scars resulting from the natural features of the product
- Damage or degradation of timber, leather and fabric coverings not properly maintained; that is, the regular removal of dust and dirt by appropriate means and the application of endorsed cleaning and care nourishing products as instructed at time of sale
- Damage to timber, leather, or fabric coverings due to the application of chemicals, cleaners or conditioners not endorsed by Eureka Street Furniture
- Discolouration of timber, leather or fabric coverings resulting from exposure to direct sunlight, extreme heat, or similar conditions
- Damage to leather or fabric coverings caused by the transference of perspiration, body oils or the corrosive ingredients contained in personal care products such as hair gels and skin creams
- Surface scratches, dents, chips, marks, accidental breakages, normal wear and tear or damage resulting from misuse or abuse
- Damage incurred during handling and transportation of the product by the customer or their contractor
- Damages resulting from dye transfer from rugs, cushions, jeans, and other clothing
- Furniture repaired by contractors not endorsed by Eureka Street Furniture
- The cost of transportation from the purchaser to Eureka Street Furniture or its agents, if the claim is not covered by the standard warranty conditions
damage caused to a product or person resulting from use of the product by a person who is over 120 Kg's
- Damage caused by fabric pilling. Fabric pilling is considered normal wear and tear and is not covered under warranty. Pilling can easily be removed with a battery-operated pilling tool available from most haberdashery stores
- Damage caused to a product or person resulting from use.
Most of our products have warranties available through our trusted partner Guardsman®. Available at an additional cost, Guardsman® offers a 5-year warranty on most timber, leather, fabric, and outdoor products, providing cover for most accidental damage and stains. For more information, please speak with a Eureka Street Furniture staff member.
If you have purchased a Guardsman® warranty with your product, and you wish to make a claim or ask a question, please contact Guardsman® directly using the details provided in your warranty booklet.
MATTRESS WARRANTY: AH BEARD
For all warranty and care enquires, please contact A.H.BEARD directly at https://customercare.ahbeard.com/
NATURAL PRODUCT VARIATION
Please be advised that most of our furniture is made from natural materials, such as timber, leather and marble, therefore each piece is unique.
Cracks, knots, veins, scars etc. are natural characteristics and these are beyond our control. If the exact shade or grain is important to you, please inspect the product before delivery. Refunds will not be given if you are unhappy with the specific nature of your product, and any exchanges will incur a cost to you. If you do not like the natural imperfect beauty of natural products, we recommend purchasing non-natural product. We do offer a range of painted and veneer products that are more consistent, should you prefer this style.
Furthermore, please note that it is likely that there may be small imperfections with painted timber, as it is a natural product and there will always be some movement within the construction.
WHAT SHOULD I DO IF I REQUIRE ASSISTANCE?
When contacting us regarding a warranty issue you will require your invoice number, so please ensure that you store this in a safe place.
You must make your request for service immediately following the discovery of any alleged defect. To make a claim under our warranty you must be able to prove when you purchased the product. The easiest way to do this is through your original proof of purchase (invoice, receipt, etc).
Once you have raised your issue with the appropriate store we may arrange for a Eureka Street Pty Ltd Customer Service team member or contractor to visit your home. We may also require you to bring back the goods to the place of purchase to be assessed.
The team member or contractor will assess your furniture to verify that the product presents manufacturing defects. More than one inspection may be required.
If your claim is valid Eureka Street Pty Ltd will, at its choice, repair or replace the defective product.
We remind our customers that softening of cushioning should be expected as a result of normal use and is not to be confused with the loss of resilience.
The Eureka Street Furniture warranties are not transferable, and service is available only to the original purchaser.
DELIVERY OF GOODS
The approximate delivery date we give you is an estimate based on current manufacturing and shipping times. This should be treated as a guide only. Please contact the Eureka Street Pty Ltd store you purchased the item from should you require an updated estimate.
If delivery of goods is unsuccessful on the day organised by the customers, a further two-way charge will be payable by the customer for the second delivery. Our carriers agree to deliver to the customers address only. It is at the customer’s expense if goods do not fit into the property or cranes, etc are required to achieve access. Sales staff must be advised at time of sale/booking delivery if access problems are anticipated.
Refunds will not be given if goods do not fit.
Quotes on deliveries are estimates only. If the destination is further than anticipated or access is difficult, additional costs may be incurred.
Any damage caused in transit or delivery of your furniture must be reported within 24 hours of delivery. We will not accept responsibility for damage if reported outside this timeframe.
DELIVERY OF ONLINE ORDERS
Please note that there may be variances between the colours of timber, marble and leather and other products in store and depicted on our online store due to natural characteristics of the product. Also colours or shades may appear different to the physical product if they are viewed on screens. If the exact colour or shade is important to you please arrange a viewing at our warehouse. Refunds will not be given for variations on colours or shades.
When an online order is processed, a member of our team will contact you to arrange the delivery/collection of your goods. Stock that is showing as in stock, is generally available for delivery within 1 week. Stock that is showing as "On Order" will take longer. You will be contacted and advised of the ETA of your goods. You will then also be contacted once the goods arrive and a delivery/collection date arranged.
Eureka Street Pty Ltd retail staff are not required to help customers load goods into their own vehicles. Customers picking up goods should bring assistance with them.
Eureka Street Pty Ltd does not have their own carriers. Eureka Street Pty Ltd sub-contracts the delivery of our furniture to third party providers. If you would rather engage your own delivery service, please advise us at the point of purchase or as soon as practical afterwards. If you have specific needs relating to your delivery, please obtain the contact details of the delivery company booked for your delivery and contact them directly. Eureka Street Pty Ltd is not responsible for any issues or damage relating to the delivery of your order. Quotes on deliveries are estimates only. If the destination is further than anticipated or access is difficult, additional costs may be incurred.
DISCOUNTED STOCK AND FLOOR STOCK
Please be aware that if an item is sold off the floor, it is sold "as is". Please check all goods carefully to ensure you are happy with the state they are in either at purchase or upon delivery in the case that goods are unseen. All ex-display or discounted stock is sold with a limited 12 month warranty which covers defects not known or visible at the time of purchase. All other defects and/or general wear and tear is not covered. All items either sold off the floor or is discounted more than 30% must be collected or delivered as soon as they are available. We cannot store these items for you.
The benefits given by our warranty are additional to other rights and remedies that you may have under law. 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.
GOVERNING LAW AND JURISDICTION
Any orders or agreements made with Eureka Street Furniture are governed by and constructed in accordance with the Australian Consumer Law. Please note that our head office is located in QLD and therefore you irrevocably and unconditionally submit to the non- exclusive jurisdiction of the Courts of Queensland. If you wish to bring a matter in another jurisdiction in breach of this clause then you hereby consent to the matter being heard via telephone as it is not practical for our customer service team to appear in person in other jurisdictions.