Product Warranty Claims and Products Delivered Damaged

If you purchase a product from Sleeping Giant, you expect it to arrive in perfect condition and work as intended. Occasionally, products may be damaged, faulty, or not meet expectations. This guide explains the warranty and damage claim process for these two retailers, including what information is required, how claims are assessed, and the possible outcomes.

1. What Is a Warranty?

A warranty is a promise from the manufacturer that a product will function as described for a specific period. If a defect arises, customers may be entitled to a repair, replacement, or refund, depending on the circumstances.

• Manufacturer’s Warranty – Covers defects in materials or workmanship.

2. What’s Covered Under Warranty?

Warranties generally cover:

• Manufacturing defects or faulty workmanship
• Parts that fail under normal use

• Electrical or mechanical faults

   

They do not cover:

• Damage caused by misuse, neglect, or accidental impact
• Normal wear and tear
• Unauthorised modifications or repairs
• Product variations or change of mind – these are not covered under the manufacturer's warranty and cannot be lodged as a claim
• Damage from sunlight, heat, moisture, or liquids
• Items sold “as-is” or on clearance/ Floor Stock
• Commercial or rental use

Always check your product’s warranty terms and conditions for exact coverage.

3. The following warranty period applies to each product category:

(unless otherwise specified)

Upholstered Sofas & Lounges:

(Sofas, Recliners, Sofa beds, Armchairs, Ottomans, Modular Sofas, Chaise/Terminal Lounges)

• Structural timber frame: 10 years
• Fabric or leather upholstery: 2 years
• Springs: 2 years
• Seat, back, side & scatter cushions: 2 years
• Recliner mechanisms (including springs, motor, electrical components): 2 years

• Legs: 2 years

   

Occasional & Accent Chairs

• All components: 1 year

   

Removable Bed, Sofa & Ottoman Covers

• All components: 1 year

   

Bedroom Furniture

(Beds, Bed bases, Ensemble Bases, Bedside Tables, Tallboys, Dressers, Bed Heads & Desks)

• All components: 1 year

   

House Furniture

(Buffets, Bar Cabinets & Carts, Coffee Tables, Side Tables, Console Tables, TV Units, Bookcases & Shelves)

• All components: 1 year

   

Dining Furniture

(Dining Tables, Dining Chairs, Bar & Counter Stools, Dining Benches)

• All components: 1 year

   

Mattresses

• Springs, foams & padding: 10 years

   

Homewares

(Floor Rugs, Wall & Floor Mirrors, Wall Art, Vases, Clocks)

• All components: 1 year

4. Warranty Start Date

The warranty period begins on the date of delivery / collection, as shown on your invoice or receipt.

5. Reporting a Warranty or Damage Issue

Step 1: Gather Required Information

Before submitting a claim, you must provide the following. Claims cannot be processed without this information:

• Clear pictures of the full product
• Clear pictures of the affected area or issue
• PO (Purchase Order) or Batch Number of the product (located on the box or product)
• Proof of purchase (receipt or order number)
• A clear description of the issue

Please note: No items are to be disposed of without direct approval from the Warranty and Claims Department.

Step 2: Assessment

Once submitted, our team will assess the claim, which may involve:

• Reviewing photos or videos
• Requesting the return of the product for inspection
• Liaising with stores or other departments for further evaluation

6. Resolution Options

The resolution depends on the type of damage and the reason for the claim. Options include:

1. Compensation to keep the item
   • For minor damage that does not affect usability, partial compensation or store credit may be offered.
2. Replacement of the item
   • For defective or significantly damaged products, a replacement may be provided.
3. Refund
   • In some cases, a full or partial refund may be issued if the item cannot be repaired or replaced. However, this is not the first option offered.

7. Damage During Delivery

If an item arrives damaged, contact the retailer as soon as possible—preferably within 7 days of delivery. Provide photos of the product and packaging. Once the damage is verified, the retailer may offer compensation, a replacement, or a refund, depending on the situation.

8. How to Submit a Claim

When submitting a warranty or damaged goods claim for Sleeping Giant, you will need to complete our online request forms and provide all required details. Claims cannot be processed without this information.

Required Information for Both Retailers

1. Select Issue Type
   • Choose “Warranty / Damaged Goods Request.”
2. Customer Details
   • Email address
   • Full Name
   • Phone Number
   • Address
3. Purchase Details
   • Invoice Number
   • Store Location of Purchase
   • Order Date
   • Delivery Date
4. Product Details
   • Product Name
   • PO / Batch Number (found on the product or packaging; required)
   • Product Quantity
   • Reason for Claim / Product Fault – clear description of the issue
5. Confirmation
   • Confirm that photos of the product are attached.
6. Additional Information (optional)
   • Any extra details relevant to the claim.
7. Attachments
   • Upload clear photos showing the full product and the affected area/issue.
   • Include images for all products being claimed.
   • Image of the PO (Purchase Order) or Batch Number of the product (located on the box or product)
8. Multiple Products
   • You can add multiple products in a single submission if necessary.

Where to Submit

• Sleeping Giant: Warranty / Damaged Goods Request form

Once submitted, we will assess your claim. Resolution options may include compensation to keep the item, replacement, or refund, depending on the type of damage and reason for the claim.

9.Locating the Product PO / Batch Number

The PO / Batch number is essential for warranty claims. Please locate the number on the product or packaging as described below before lodging a warranty claim. Each label consists of 5 numbers starting with 5, 6, or 7.

Sofas: Underneath the module

Furniture: On the back or underneath the unit

Bed Frames: On the side rail of the bed/base or on the back of the Bed Head

Mirrors / Wall Art: On the back of the item

Table Tops: Underneath the tabletop

Dining Chairs: Underneath the seat of the chair

Rugs: On the underside of the rug

Lamps, Vases, and Other Homewares: On the base of the item

10. Tips for a Smooth Claim

• Keep your receipt and any correspondence.
• Report issues promptly
• Follow the care and usage instructions to avoid voiding your warranty.
• Be clear, polite, and detailed in your communication.
• Attach high-quality photos showing the fault, packaging, and delivery condition.
• Always include the PO/Batch number—claims without it cannot be processed.
• Do not dispose of the item without direct approval from the Warranty and Claims Department.

11. Consumer Rights

In Australia, consumer rights under Australian Consumer Law (ACL) apply in addition to any manufacturer warranty. This means you may still be entitled to a remedy if the product fails to meet acceptable quality standards, even after the warranty period.

Summary

Understanding the warranty and damage claim process for Sleeping Giant helps ensure you receive fair treatment and timely resolution. Keep records, act quickly, and know your rights—this simple preparation can make the difference between frustration and a smooth, positive outcome.