Returns, refunds and warranty (terms and conditions)
Does Sydneyside Furniture offer returns and exchanges if I change my mind?
No, we don’t offer refunds or exchanges if you change your mind about the product, or if the goods cannot be delivered to your address due to insufficient access to your property.
Can I return the item if it was damaged during transportation or installation?
Yes, it’s possible to return the item, but only if the damaged goods were delivered or installed by our team. In such cases, we can offer a refund, repair or exchange. Although we trust our professional contractors, sometimes accidents happen that are beyond our control (although this is very rare).
You must notify Sydneyside Furniture within 3 business days of receiving the faulty item, by sending an email to message.sydneyside@gmail.com. Our team will then tell you what the next steps are. If you meet the eligibility criteria, we will repair or replace the damaged product at no cost to you (including delivery).
Please note:
We are not responsible for goods that are damaged during delivery and installation if you use an external carrier. You won’t be eligible for a refund or exchange if your product is damaged by an external carrier.
How do I know if my item is covered by warranty?
There is limited warranty for all floor stock sales. However, this doesn’t apply to any faults that have been acknowledged by yourself and the Sydneyside sales representative prior to the sale.
Lifetime warranty applies only to Sydneyside manufactured furniture, but not to products that we’ve sourced from other companies.
If you’re filing a warranty claim for furniture manufactured by Sydneyside, certain conditions may void the warranty or result in costly repairs:
- You haven’t looked after your product
- Inappropriate cleaning of the furniture
- Excessive loading on the furniture
- Installation and handling by unauthorised personnel
We strongly suggest that customers follow the care and maintenance instructions offered by our consultants.
Lifetime warranty is limited to the original purchaser, and this isn’t transferable. You will need to show proof of purchase and identification.
To launch a warranty claim, please email message.sydneyside@gmail.com and describe the damage (include images).
Customers are expected to pay delivery costs for warranty claims.
How do I lodge a warranty claim for Sydneyside products that have been manufactured externally?
For all furniture that has been manufactured externally, the warranty is out of our hands. Please check directly with the supplier, as they are responsible for resolving the warranty claim.
Can I return my product if it doesn’t look like your samples or website images?
No, we don’t offer refunds or exchanges for minor discrepancies, as there are colour and texture variations for all leather and fabric materials. Please consider our samples as an approximate guide, not an exact replica of the furniture you’re getting.
Take genuine leather, for example. It’s characterised by scars, marks and variations in shade and density – due to the natural variance of the product. As such, the hardness and appearance of displays may vary with the degree and type of use.
Another example is wood leather, which changes colour when exposed to light. This comes with the territory when purchasing a natural, high-quality product.
