Returns, Exchanges and Repairs
Returning a product if you change your mind
Acquire understands that sometimes you're going to purchase something that just doesn't suit your home and we know that shopping on the Internet can make this harder so we’ve made on-line returns as easy as possible. You can return any unused product purchased online from Acquire within 30 days for a full refund using your original payment method, exchange or where appropriate and and Acquire's sole descretion a gift card or store credit. In order to do this, you must provide proof of purchase and ensure the product is in re-saleable condition - meaning that it is unused and in its original packaging including instruction manuals and accessories. In this instance the customer will bear the expense of returning the goods to the store. For "general goods" we recommend that products are returned to us via courier or registered post to ensure that they are protected and insured during transit. For "bulky goods" i.e. furniture we recommend transfers by a furniture freighter as general carriers usually do not cover insurance for such items. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. This change of mind guarantee does not apply to products that we repair or replace under T&C's or for purchases made in-store. Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee for on-line purchases is in addition to those rights. For further assistance please utilize the contact page or email email@example.com
If you are unable to provide satisfactory Proof of Purchase, Acquire may provide you with an exchange to the current value of the item provided that we can verify the item was originally purchased from Acquire Home Living and that the item is in a re-saleable condition.
Special Exception: We do not offer refunds on purchases for Acquire Gift Cards
Returning a Damaged or Faulty Product
If your goods arrive damaged, are faulty or inoperable, please advise us within 7 days of receiving the product.
Acquire will do all that we can to fix the issue as soon as possible.
Please provide proof of purchase, a description of the problem and photographic evidence to suport your claim to firstname.lastname@example.org
Under the Australian Consumer Law all our goods are covered by consumer guarantees.
If a Product has a minor defect, we may provide a repair, offer you a replacement or provide a refund or discount at our discretion.
If a Product has a major defect within a reasonable time after delivery, you are entitled to a full refund, replacement or compensation for the drop in value caused by the problem.
Our normal warranty for the Products supplied to you, applies if they arrive damaged or inoperable.
Where possible, we will offer to repair Products that we accept are faulty. If we consider the Product is not repairable, uneconomical to repair or discontinued, you are entitled to a full refund in the original tender or, where appropriate and at Acquire’s sole discretion, on an Acquire Gift Card
If a Product is considered defective by Acquire and needs to be replaced or repaired the return shipping will be arranged at the expense of Acquire.
A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned product.
Please note products that are damaged as a result of normal wear and tear are not considered to be faulty.
The benefits provided by Warranty are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates. The Warranty period commences from the date that the contract of sale is completed. Acquire will work directly with our Suppliers to ensure any warranty issues are rectified in a timely manner. The period of the Warranty will vary depending on the product and what the product composes of and also where it is made:
(a) Frames and support structures for lounges sofas, daybeds, chaise, armchairs and recliners will be10 years for WA made products and 5 years for imported items;
(b) 2 years for all other furniture that includes but not limited to upholstered furniture coverings, foam, recliner mechanisms;
(c) 1 year for all other products and finishing that entail stitching, glue, nails, tacks
If you are requested to return a product an for inspection and or repair, you will need to arrange for the transportation of the product to the store or other address advised by Acquire. If the product cannot be returned easily because of its size or height, Acquire will arrange and pay for the transportation of the product but if it is determined that you do not have a valid claim, you must reimburse Acquire for any transportation costs and associated fees.
A Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.
Exclusions: Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product. In addition, this Warranty will not apply if:
(a) Repairs to a product are made or attempted by a service provider other than one approved by Acquire.
(b) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
(c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure.
(d) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
(e) The product is tampered with in any way.
(f) The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.