About Order Dispatching/Delivery/Pickup

Pick-up: Customers are welcomed to arrange pick-up items by themselves at our showroom or warehouse by choosing “pick up” Icon while checking out. After the order been placed, please allow some time for us to prepare products. When orders are ready in the showroom for pick-up, we will send through a confirmation email to customer. Customers please print out the confirmation letter(which has order number on it) and bring along for pick-up.

If customers send someone else to pick up the order, please contact us and inform us the name of the person to pick up, and ask he/she to bring the confirmation letter.

We will keep stock for customer for pick-up for up to 30 days. After 30 days, if still no customer comes to pick up, the order will be canceled, customer will be get in touch for refund.If customer ask we hold stock to pick up, maximum is three month. After three month, if still no customer comes to pick up, we retain the right to cancel the order, and deduct minimum $100 or 20% of product value.

Before Delivery:

For most of the orders within Melbourne Metro Area, we will deliver by our own team. But for some orders, and for orders outside Melbourne Metro Area, we will have a reliable third party to cooperate with the delivery. Please kindly note that for some islands, the delivery fee may be higher than quoted on website, or the delivery service may not be available.

Within Melbourne Metro Area,normally for orders placed before 6pm, the earliest day we can arrange for delivery is the next day. When we receive orders, we will contact with customers through email for confirm detailed delivery time or other delivery day preferred by customers.

For apartments with lift, we can deliver upstairs for free. But customers please ensure that the usage of the lift has been booked in advance, and our driver have the access to the lift when delivery. Extra upstairs fee will apply if furniture needs our driver move to upstairs without lifts.

For orders outside Melbourne Metro Area, where third party courier will be deliver the orders, if the freight increases to a level that we could not bear, we have rights to add freight into the order; or if customers are not happy with the increased freight, sure you have the right to cancel this order, and in this scenario, we will refund all the paid amount.

During Delivery:

Within Melbourne Metro Area,during delivery, please make sure the mobile phones are unimpeded, not in silent/airplane mode. If delivery is failed due to wrong address, uncontactable mobiles, or other customers’ reason, and needs to be arranged for re-delivery, the second-time delivery fee will incur.

For orders outside Melbourne Metro Area, if the delivery is unsuccessful within 21 days or twice, due to incorrect address, wrong contact number, or other customers’ reason, we have the rights to cancel the order. In this case, we will refund to customer by deducting shipping fee and handling fees.

After Delivery: 

About Product Warranty:

All our products are covered with warranty in accordance with Australian Consumer Law. For furniture like sofa, bed frame, dining sets etc., all are covered with one-year warranty for the structure; for mattress, all are covered with 2-25 years warranty for the structure, varied by different models. We will make 100% effort to ensure all products are free from defects or problems. But in case customer encounter any missing part, structure problem, quality problem, our customer service team can be contacted through email, or live web chat with quick response.

If any parts are found missing within 3 working days after delivery, please send us photos or videos through email, we will arrange sending out the missing parts as soon as possible.

Within warranty period, if any faulty problems occur, please send us photos or videos that can show the problem. After checking by our customer service team, 1) if only replacing faulty parts will resolve, we will supply spare parts for free exchange: for small items, we will prepare the spare parts in-store ready for customers to pick-up 7 days a week; for bulky items, we will arrange delivery for spare parts. 2)If the problem could be solved simply by customers themselves, we will send instruction how to fix the problem, and refund partially as compensation. 3) For some problems, we will arrange our professional guy to do on-site repair for free. 4) If there is a major faulty problem and the furniture is not able to be repaired, we will replace another brand new one for free, if we have the product in stock; if identical product is unfortunately out of stock, we may supply products of same value; Or customers are entitled the right of return the faulty product and get refunded. We will issue store credit or refund to customer by deducting related depreciation.

Product warranty does not cover these situations: Normal wear and tear; improper assembly or usage; abnormal care or maintenance for fabric, leather or timber; damage on packages only; damage caused due to own moving or transport; small stain or flaw that not obvious on the outside material.

We try to make sure all information and descriptions are correct, unfortunately mistakes will occur occasionally, especially for information that provided by factories. ElecHome Furniture reserves all rights to rectify our mistake if any all the time.

For dimensions of furniture, please allow 1-2cm differences as error margin, as all measurements are finished manually.

For same products of different batches, textures of timber, colours of fabric/leather or PU leather, may have slight differences. Especially for timber products or product with timber veneer, due to the natural character of timber, the texture may vary from each product and there may be knots in where it will not affect structure or quality.

For colours, please understand that due to different lights/cameras/screens, same colour may display as of bit different. This could not be deemed as quality problem. And the colour difference could not be deemed as quality problem and be returned.

For orders outside Melbourne Metro Area, please kindly remember to check if all packages are in good condition before you sign anything when you receive them. In case there is any damage on the package, please take photos or videos, refuse to accept the delivery and contact us within 3 working days after you receive the products. We will get in touch with delivery team or third party courier, as well as our supplier, to avoid rough handling, and to improve the package to assure safer delivery.

If wrong items were delivered, please contact as soon as possible within 3 working days and remain original package. We will be responsible for arrange for re-delivery for correct items and bring back wrong items, customers does not need to pay any cent for our mistake.

Return & Refund Policy

Normally we do not accept change-mind return. For orders not have been delivered/dispatched, if customers change mind and would like to return, we can refund by deducting handling fee $50. For orders been dispatched/delivered, if products are all in original package, and customers would like to return, we need deduct 20% of product value as handling fee, and for the balance 80% product value, we will issue a store credit voucher through email. The voucher is valid for 12 months and can be used to purchase all product range.

 

For lay-by orders, or for orders waiting for pick-up, we will keep orders for 3 months. For orders remain unpick-up by customers over three months, we retain the right to cancel the order, and deduct minimum $100 or 20% of product value.

 

Customers also can choose to buy ‘Buyer’s Protection’ to get extra protection regarding product return. Within 30 days after order been placed, if products are remain original package, customers can return if they simply change mind and money will be refunded through original pay way. Customers will be responsible for shipping cost of products being returning to our store. Delivery or shipping fee occurred is not refundable. Regarding to products are not in original package, for example, a tv cabinet already been fully assembled, it has to be free of damage/scratches/stains, if customers change mind, within 30 days after order been placed, customers can choose return the product, and we will refund by deducting handling fee/refurbishing fee up to 40%. After receiving the products, we will check the package condition of the product, and process the refund for around 3-5 working days.

Below products are not applied for the ‘Buyer’s Protection’ or change mind return:products that are customised; Mattress, mattress protector, pillow; Clearance items; products at promotions/special prices, last display items, last floor stocks.

Mattress Warranty:

We provide 2-20 years warranty for different type of mattresses for the structure including spring and the foam inside. Top fabric is not covered by warranty.

We do not cover warranty, if:

  1. The customer does not apply mattress protector onto the mattress, and there are stains on the mattress.
  2. It is damaged by improper usage such as standing or jumping on the mattress. Because mattresses are not designed to be treated like this. This will void the warranty.
  3. Border springs/coconut fibre pad are found to be bent due to improper folding/handling, for example, for moving through a narrow hall or corner.
  4. It is only normal wear and tear, including normal body impressions.Generally, body impression will not affect the structure of the mattress. For mattress with pillowtop, if 3cm, or less,of body impression occurs in sleeping zone; and for mattress with Euro top, 5cm, or less, of body impression, that is normal, in fact it will better suit your body shape.
  5. Handles (if applied) have been used to lift up the whole mattress. Handles are more design to position the mattress rather than lift the whole mattress.

 

Privacy Policy

This Privacy policy describes how your personal information is collected, used, stored and shared when you visit Elec Home Furniture website or make a purchase from Elec Home Furniture. Elec Home Furniture will not sell or rent your personal information to another party. Your personal information will only be used for the purpose of fulfill the order or the service you requested from us.

What personal information Elec Home Furniture collect

When you use a Elec Home Furniture website or other Elec Home Furniture services, we will use Cookies to automatically collect certain information about your device, such as your IP address. When you browse our website, we collect information about the products that you view or the web pages, search terms referred you to our website and information about how you interact with our website.

When you subscribe to our newsletter, or if you sign up an account with us, we collect personal information from you. Also, when you place an order or attempt to place an order through our website, we may collect Personal Order Information, such as your name, phone number, billing address, shipping address, email address and payment information.

When you share personal information with us, we use SSL encryption to help us to make our best effort to safely store and secure it.

How do we use your personal information

Elec Home Furniture use the Personal Order Information to fulfil any order placed through this website, including processing your payment information, arrange for delivery, and providing you with invoices and/or order confirmations.

Elec Home Furniture may also use your personal information to assist you with product choices and to keep you informed of changes to product ranges or special offers.

Elec Home Furniture uses cookies, IP addresses and other statistical information to improve our websites, look at aggregated usage statistics, save items that are in your basket and provide other personalized features throughout your time on our sites. We will also use it to generally examine how our customers use and access our websites and services.

Elec Home Furniture will only communicate with you by email if you have provided us with your email address and consented to receive email communication from Elec Home Furniture.

Sharing your personal information

We share your personal information with our business partners to improve the website, marketing, date analysis and reporting, as described above.

We also may share your personal information with our cooperated couriers for orders outside Melbourne Metro Area, including the delivery address, recipient’s name and contact number.

We may share some of your personal information with our billing & security partners in order to ensure that your payment is processed smoothly.

Finally, we may also share your personal information to authority to comply with applicable laws and regulations; or other lawful requests for information we receive, such as fraud; or to otherwise protect our rights, such as any threat made against any of our staffs, Elec Home Furniture or the public.

Your rights

You have the right to access the personal information that Elec Home Furniture holds about you, and to ask that your personal information is corrected, updated or deleted. If you would like to exercise this right, please contact us at info@elechome.com.au

If you would like to unsubscribe from receiving any of our promotions, such as an email sent to you by Elec Home Furniture, please visit the ‘my account’ section. Your request to unsubscribe will be actioned promptly.

Elec Home Furniture is bound by the National Privacy Principles. Please visit https://www.oaic.gov.au/privacy/your-privacy-rights/ for more information.

Change & Update

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

If you have questions and/or require more information, do not hesitate to contact us at info@elechome.com.au

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