Jack’s 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This Quality Guarantee is provided in addition to, and does not exclude, restrict or modify, any rights or remedies you may have under the Australian Consumer Law (ACL) or any applicable Manufacturer’s Guarantee.

Definitions For the purposes of this Quality Guarantee:

1. ACL means the Australian Consumer Law.
2. Jack’s Furniture, we, us or our means Victoria Global Pty Ltd (ABN 42 550 817 137), trading as Jack’s Furniture and Jack’s Secondhand Furniture.
3. As Is means a Product sold in its displayed condition, including any defects disclosed to you before purchase.
4. Guarantee Period means the applicable period of our Quality Guarantee for the Product.
5. Manufacturer’s Guarantee means any guarantee provided by the manufacturer of a Product.
6. Product means a product sold or supplied to you by Jack’s Furniture.
7. Quality Guarantee means the additional warranty against defects provided by Jack’s Furniture under these terms.
8. Tax Invoice means the tax invoice issued for your purchase.
9. you or your means the person to whom the Product was sold or supplied.

OUR WARRANTY PERIODS

Unless other terms are confirmed by Us in writing and/or for Australian made products which are warranted by their particular Australian factory warranty policies and terms, below are our warranty period:

• One (1) Year Warranty (from the delivery/pickup date) applies to BRAND NEW IN-BOX item(s) unless another period is agreed upon and written on the invoice. 
• Six (6) Months Warranty (from the delivery/pickup date) applies to OUT-OF-BOX item(s) (i.e., EX-DISPLAY or FLOOR STOCK) unless another period is agreed upon and written on the invoice.
• No Warranty applies to SECOND-HAND item(s) or items marked “SOLD AS IS”. Therefore, please check the condition of all purchased item(s) upon deciding to buy and receive them.

Australian-made products may also be covered by the relevant manufacturer’s warranty.

 

WHAT IS COVERED

Our Quality Guarantee covers defects in materials or workmanship arising during normal household use within the applicable guarantee period, including:

• Structural or frame defects
• Faulty mechanisms, components or fittings
• Manufacturing faults in stitching, joinery or assembly
• Other defects affecting normal function or reasonable durability

WHEN AN ISSUE MAY NOT BE COVERED

An issue may not be covered where it results from:

• Normal wear and tear or normal characteristics of materials
• Accidental damage, misuse, abuse or neglect
• Improper use, storage, care or maintenance
• Incorrect assembly, installation, modification or unauthorised repair
• Commercial use where the product was sold for normal household use
• Natural materials such as timber, leather, stone and marble may vary in colour, grain, texture or pattern. These variations are not necessarily defects.

IF SOMETHING GOES WRONG

We may request photos, videos, measurements or an inspection to assess the issue.

Depending on the circumstances and your rights under the Australian Consumer Law, the remedy may include repair, replacement parts, product replacement, refund or another appropriate remedy.

ONLINE EXCLUSIVE PRODUCTS

Online Exclusive products may be supplied directly by third-party suppliers or manufacturers.

We may work with the relevant supplier or manufacturer when assessing a claim. This does not affect your rights under the Australian Consumer Law.

HOW TO MAKE A CLAIM

If you experience an issue with your product, please submit a claim through our online Warranty Claim Form here

[SUBMIT A WARRANTY CLAIM]

Our After-Sales Team aims to provide an initial response within 2 business days after receiving the required information.

An initial response does not necessarily mean that the matter will be resolved within this period. Some claims may require additional information, supplier assessment, technician inspection or further review.

If you have difficulty completing the online form, please contact our Customer Care Team and we can assist you with submitting your claim.
Please also provide reasonable proof of purchase, such as an invoice, receipt or Sales Order.