REFUNDS & RETURNS POLICY
Proof of purchase
To obtain a exchange or to repair a product that you have purchased with us, you must provide us with proof of your purchase. Proof of purchase includes,
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Tax Invoice.
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Receipt for online purchases/email confirmation of your order.
We will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased.
Scope of Warranty & Refund Policy
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Please choose your items carefully. Citylife Furniture does not normally offer refunds or returns for change of mind or wrong decisions.
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You are entitled to a repair or replacement for defective or damaged goods. All manufacturing faults or defects must be reported to Citylife Furniture within 24 hours of delivery. Some models have a 1-5 year warranty on the frame structure and a 0-1 year warranty on mechanical parts. All brand new bedroom, outdoor, and dining/living product models have a 1-year warranty.
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Sustained damage due to inappropriate use of goods cannot be refunded or exchanged. There is no warranty cover for bed frame/sofa leather, fabric material, mis-stitching, comfort preference, firmness, sagging less than 6 cm, or for all clearance stock purchases. There is also no warranty cover for any floor stock or clearance sale item purchases, and no returns are accepted.
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All imported products are fumigated before shipping. There may be the presence of moisture in the product/metal/wood surface, so we recommend to please clean all products after unpacking from boxes.
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Body impressions on mattresses are normal and do not mean the mattress is defective. To prevent excess body impressions, rotate your mattress every 3 months.
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Keeping your leather/fabric furniture clean and nourished is essential to prevent it from looking dull and discolored. Everyday use, including dust, dirt, and sweat, can wear down the leather's natural protective layer, similar to a clear coat. This breakdown can lead to discoloration and even peeling of the leather's color. Regular cleaning and conditioning helps maintain this protective layer, keeping your leather furniture looking its best for longer.
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No returns or refunds will be given for damage due to abuse, change of mind, or incorrect assembly. Mattresses take 20-30 days to adjust to your sleep posture and comfort level.
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It is your responsibility to check the product fully as soon as you receive delivery or pick it up. Notify Citylife Furniture of any damage within 24 hours of delivery or pick up.
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If you are unsure about how to assemble the product, please hire a technician. Warranty will not apply if you assemble the product incorrectly and it is damaged. Citylife Furniture will not approve or accept returns or offer refunds if the item arrives later than expected.
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Defects which arise as the result of normal wear and tear will not be covered. No Warranty on leather/fabric material. Any defect which has already been explained or described at the point of purchase will not be covered.
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To claim under a warranty or consumer guarantee, you must return the product for repair/inspection to the store of purchase. You are responsible for the associated costs (delivery fee), or you can arrange a technician to visit your place (charges apply). Citylife Furniture can arrange a replacement/repair after the item has been returned to store. The final decision is with the supplier.
Satisfaction Guarantee:
Citylife Furniture wants you to love your new furniture. If it doesn't fit, match your expectations, or you simply changed your mind, please let us know within 7 days of the order date for most products or 48 hours for mattresses, and all online exclusive products. We will happily exchange your product for one of equal value or provide you with store credit. We reserve the rights to reject any claims/returns.
However, please note that there are no refunds or returns for change of mind after the applicable cooling-off period. To be eligible for an exchange or store credit, the product must be returned undamaged, in its original condition and packaging, complete with assembly instructions, and all other accessories. You are also responsible for all transportation costs. We will do our best to work with you to minimize these costs. Citylife Furniture is committed to providing excellent customer satisfaction. If you have any questions or concerns about your claim, please do not hesitate to contact them.
How to claim a warranty or exchange an order with Citylife Furniture:
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Contact Citylife Furniture's sales team within 48 hours of receiving your order if it is damaged or faulty. You can do this by email or in-store. All faults or defects should be reported to us within 7 days of the defect or fault appearing to avoid any further damage.
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Provide the following information to support your claim:
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Order/tax invoice number
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List of the affected product(s) or component(s)
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Description of the defect
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2 or more photos showing the overall product with the defect circled, as well as some close-up photos
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If it is a mechanical issue, a short video with visual and audio of the defect
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Citylife Furniture will review your claim and decide whether to approve a refund, return, or exchange. If you are returning or exchanging an item, you are responsible for paying the return shipping and a restocking fee (unless approved by management otherwise).
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We will then assess your claim to determine the nature of the issue, whether you are entitled to a remedy, and the remedy that will be made available to you.
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If your claim is approved, Citylife Furniture will provide you with further instructions on how to return or exchange the item.
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At times, Citylife Furniture may require further information to accurately assess your claim. Please respond promptly to all requests made by their Customer Support Team to expedite this process.
Cancellation Policy:
To ensure a smooth shopping experience, we encourage you to double-check your selections before adding them to your cart and finalizing your order. Our goal is to provide competitive prices; however, we are unable to offer refunds for change of mind, incorrect selection, or finding the item cheaper elsewhere. This also applies to online exclusive products.
If you need to cancel an existing order, please note that a 30% cancellation fee will apply to the total price.
Please note that natural materials like wood and leather may have slight variations in color, texture, and even dimensions compared to what you see online. These variations are due to the inherent nature of the materials and can appear differently on different screens. If you need a precise match in terms of color, shade, texture, or size, we highly recommend visiting one of our stores to see the product in person.
While we strive to provide accurate product representations online, minor variations are not considered a change of mind and therefore wouldn't qualify for a refund. However, if a product is significantly different from its online description (e.g., faulty, wrongly described, or different from what you purchased), you may be eligible for a refund or exchange under Australian Consumer Law.
In the unlikely situation where we cannot replace a faulty, incorrectly described, or non-matching product, we reserve the right to offer you a refund, replacement, or store credit at our discretion.