Warranty Information

At Gainsville furniture, we pride ourselves on offering the best service we possibly can. For more information and conditions, please view the information below. Items purchased from the Stock Clearance or Floor Stock section may carry their own limited warranties. Please ask our friendly staff about these warranties. 

Once you have confirmed the issue is covered under warranty, photos and receipts need to be emailed to service@gainsville.com.au. Alternatively, you can text through your information and photos to +61 483 930 638

Warranties are applicable to furniture purchased after January 1st, 2020. For items purchased before this date, please contact our After Sales team.

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FAQs

Items Covered:

Internal Frame and Structure, Springs

Warranty Period:

15 Year Manufacturing Defect Warranty

Exclusions:

  • Products used for business or commercial purposes, e.g., in a restaurant, hotel or bar.
  • Change of address or ownership.
  • Products sold as "Stock Clearance" or similar.
  • Damage caused by force or misuse.
  • Transport costs are not covered by any product warranties.

Items Covered:

Internal Frame and Structure, Springs

Warranty Period:

5 Year Manufacturing Defect Warranty

Exclusions:

  • Products used for business or commercial purposes, e.g., in a restaurant, hotel or bar.
  • Change of address or ownership.
  • Products sold as "Stock Clearance" or similar.
  • Damage caused by force or misuse.
  • Transport costs are not covered by any product warranties.

Items Covered:

Swivel Mechanisms, Headrest Mechanisms, Zips

Warranty Period:

5 Year Manufacturing Defect Warranty

Exclusions:

  • Products used for business or commercial purposes, e.g., in a restaurant, hotel or bar.
  • Change of address or ownership.
  • Products sold as "Stock Clearance" or similar.
  • Transport costs are not covered by any product warranties.

Items Covered:
Motors. Buttons. Batteries*. Cables. Lights. USB Ports. Wall Plugs.

Warranty Period:
5 Year Manufacturing Defect Warranty

*Batteries are covered for a 2 year Manufacturing Defect Warranty.

Exclusions:

  • Products used for business or commercial purposes
  • Change of address or ownership
  • Products sold as "Stock Clearance" or similar.
  • Transport costs are not covered by any product warranties.

Items Covered:
Leather. Fabric. Foam. Stitching.

Warranty Period:
15 Year Manufacturing Defect Pro-Rata Warranty

Year 0-5 Full Coverage*
Year 5-7 90% Coverage*
Year 7-9 80% Coverage*
Year 9-11 70% Coverage*
Year 11-13 60% Coverage*
Year 13-15 50% Coverage*

* Percentage of repair or replacement cost covered by Gainsville.

Exclusions:

  • Products used for business or commercial purposes
  • Change of address or ownership
  • Products sold as "Stock Clearance" or similar.
  • Transport costs are not covered by any product warranties.
  • Wear and Tear (e.g. creases, pilling, puddling, etc).
  • Misuse or lack of proper care or maintenance (e.g. stains, tears, rips or abrasions etc)

Refund Policy

Gainsville has the right to attempt to repair a piece of furniture that may have an issue. If the fault is deemed to be a major fault which hinders your use of the product in such way that makes the product unfit for its purpose, you may be eligible for a refund. The amount refunded back to you is based on a Pro-rata schedule.

For example; You have spent $1,000 on a lounge suite from Gainsville, and the recliner doesn’t work after 6 years of ownership. If Gainsville is unable to have the lounge repaired, you may be eligible for a refund of $500, as per the Pro-rata schedule. Gainsville will collect the lounge before processing your refund. Transportation costs are always excluded and quoted dependant on the client's location.

Refund Pro-Rata Schedule

Year 0-5 Refund of 100%*
Year 5-7 Refund of 50%*
Year 7-9 Refund of 40%*
Year 9-11 Refund of 30%*
Year 11-13 Refund of 20%*
Year 13-15 Refund of 10%*

What's not covered?

  • Sitting or standing on the armrest, headrest, foot rest or any part of the lounge not designed to support excessive weight
  • General wear and tear, including stretching of the leather or fabric, fading or pilling.
  • Jumping, falling or roughly landing on any part of the lounge with force
  • Excessive damaged deemed ‘Misuse or Neglect’. These include, but not limited to, broken frames, mechanism or structure caused by falling or landing on the lounge with force, not caused by general use.
  • Removing parts or DIY fixes to any part of the lounge. For example, taking apart the mechanism or motor system, or removing or opening parts of the seat to attempt to repair something yourself.
  • Change of address, ownership, or moving of furniture.
  • Regular wear and tear, including softening of the foam or indentations caused by regular use, not related to the structure or the springs of the lounge.
  • Transportation Costs

It is up to the discretion of the Gainsville Service Manager to decide warranty validity on a case to case basis. A $250 service fee applies to all warranty related call outs within Metro Melbourne only. For other areas, please contact Gainsville.