Product insurance Care extended warranty terms and conditions

Product Insurance Care Warranty against defects

  1. Our warranties against defects and remedies under these warranties are in addition to other

rights and remedies of the purchaser under the Australian Consumer Law. Should your product

be defective, you may choose to make a claim under the Australian Consumer Law or the

Product Insurance Care Warranty Against Defects.

Warranty Period

  1. Unless otherwise specified in writing Product Insurance Care PTY LTD warrants that:

2.1. the frame used in each lounge is guaranteed against failure due to a manufacturing defect

for the five year period of extended warranty;

2.2. The electronic and motion components for all recliners and sofa beds (excluding batteries

and transformers) are guaranteed against failure due to a manufacturing defect for a period of four

years from 1 year anniversary of the date of purchase.

Batteries and transformers come with a 12 month warranty.

2.3. all components of your product other than 2.1 and 2.2 above (including leather, fabric,

lacquered and other timber finishes, chrome and metal, glass and marble, travertine and

macstone) are guaranteed against failure due to a manufacturing defect for a period of 4 years

from 1 year anniversary of the date of purchase.

  1. To be entitled to claim under the Product insurance care warranty against defects, the defect

in the part or product must appear within the relevant time period set out in items 2.1, 2.2 and

2.3 above.

Limit of indemnity

We will pay for cleaning, repairs, and part or full replacement up to a maximum of the original purchase price of the article. Originally supplied arm caps or scatter cushions are covered only for stain removal and accidental damage only. If the arm cap or cushion cannot be cleaned or repaired, our limit of indemnity is restricted to the original cost of the arm cap or cushion. 

We can refuse to cover an item that has not been covered with a care package at the time of the original purchase, even if the invoice includes a PIC cover of another product. A new cover must be purchased for each and every product at the time of purchase for all products to be covered on a single invoice. If one item is only covered on an invoice, only one item can be included in a claim.

Territorial Limits

Our cover is limited to all the states of Australia

What is covered

Upholstered, Fabric & Leather Furniture

Where you have purchased Product insurance care relevant to a product that is made of fabric, you are covered for 5 years for accidental. Where shown on your original invoice you are covered for the following sudden and accidental damages:

  • Food and beverage spills;
  • Ink, paint spills;
  • Human bodily fluids; 
  • Cosmetics, soaps and shampoo; 
  • Wax and wax polish; 
  • Glue and superglue; 
  • Dye transfer from clothing or newspaper print; 
  • Acids, bleaches, caustic solutions and corrosive substance spills (please see exclusions for how these accidents cannot be covered)
  • Rips, tears, burns, scuffs and punctures created by humans or incidents (please see paws and claws clause for exclusion on pets)
  • Separation of stiching
  • Broken zips and buttons 
  • Peeling and flaking leather
  • Extreme loss to fabric cushions or exterior (please see general exclusions for what is not covered)

Cabinets, Tables and Bed Frames

Where you have purchased Product insurance care relevant to a product that is made of wood, metal or other materials, you are covered for 5 years for accidental. Where shown on your original invoice you are covered for the following sudden and accidental damages:

  • Defects to frame causing it to become warped or break
  • Peeling on solid wood, veneered or laminate furniture
  • Defects to mechanical, electric recliners and components; 
  • Bending and breakage of metal components
  • Broken handles and buttons
  • Water, liquid and heat marks from normal general household use (please see exclusions for what is not covered)

Exclusions (subject to the Australian Consumer Law)

  1. To the maximum extent permitted by law, and subject to the Australian Consumer Law,

Product Insurance Care is not liable, whether in contract, tort (including negligence), under any

statute or otherwise, for or in respect of:

4.1. normal wear and tear (refer to the Caring for Your Furniture below). In this regard, please

note that the following may occur as a result of natural and normal usage:

(a) leathers and fabrics will fade and crease;

(b) foam and fillings will soften and form the shape of the user over time;

(c) depending on the covering and the degree of use, the covering materials, cushion fillings

and suspension may need to be replaced periodically at the purchaser’s expense;

(d) scars, marks and differing pore density and colour are natural characteristics of leather;

(e) the leather and fabric products are upholstered by hand and therefore, the size and weight

of these products may have minor variations of up to 5% from the sample products or from any

product specifications you have been quoted,

We will not cover costs arising from:

  • Any damage (strucural or otherwise), soiling or staining caused:
    • Prior to delivery
    • Items used for staging or commercial purposes
    • By contractors working in or on the premises where the furniture is being used
    • By the failure of plumbing, electrical or heating systems
    • By result of misuse or mishandling
    • Removal of general stains cause by a build up of perspiration or bodily fluids
    • By accumulation of multiple stains or an unidentifiable stain
    • By fire, smoke damage, smoke ash, flood, wind, lightning, the act of sunlight, oxidisation or any other natural disaster
    • Anything reasonably outside general terms of use 
    • By any other cause that is not specifically mentioned in ‘what is covered’
  • Removal of odours
  • Stains and damage that is consistent with wear and tear
  • Any stains or damage that has happened gradually over time, this is not considered accidental
  • Fabric failure
  • Use of the product outside of the manufacturers intent
  • Loss of resilience of foam outside of 30%, this is defined as the depression of the cushion not returning to the height within 30% of its original height or volume
  • Natural characteristics of the materials such as dents, marks, ageing 
  • Failed repairs by a technician not assigned by PIC
  • Fading from the sun
  • Opinion changes from the customer
  • Built up filth

Duty of care

This cover does not except the covered from the duty to maintain the furniture to a standard as directed by the manufacturer and keeping the furniture clean and out of direct sunlight.

The following lays out the circumstances that are covered by your Product Insurance care

warranty for the five year period.

4.2. damage caused by spills such as acid, solvents, dyes or other corrosive materials that cannot be classified as accidental;

4.3. damage caused by improper cleaning, negligence, treatment of the product with chemicals,

exposing the product to the sun, extreme heat or bright light such as lamps, or otherwise

caused by your acts and/or omissions

4.4 Paws and claws clause.

damage caused by pets in anyway shape or form is not covered by this warranty. Pet damage does not constitute the general use guidelines and accidents cause by pets or wear from pets over time is not covered.

  1. The warranty against defects is not transferable. It is limited to the original purchaser

specified in the original Sales Order. The warranty against defects only applies to products that

are used for normal domestic purposes and excludes products used for commercial purposes.

(a) The product insurance care warranty covers the furniture for one accidental damage

repair or replacement within the lifetime of the warranty period. Multiple repairs or

replacements are outside the scope of this warranty and will not be covered.

How to claim a warranty against defects

  1. To claim under these warranties against defect , the Purchaser:

6.1. must cease using the product immediately after the defect appears; and

6.2. must notify The store of purchase or outside of the first year of ownership, product

insurance care, within 7 calendar days after the defect appears;

6.3. provide product insurance care a copy of the original Sales Order or tax invoice.

  1. To make a claim, you can lodge a service ticket on this website or telephone our service

department of Product insurance care PTY LTD on 1300 813 308 and follow the prompts.

  1. Once a claim has been lodged with our service department, Product Insurance care will

assess your claim, and respond within 5 business days.

  1. The Purchaser must bear the expense of making the claim, and the cost of all freight, house

calls, labours and other items. These will be charged to the Purchaser at standard Product

Insurance care rates.

Remedies for warranty against defects

  1. If a part or product is determined by Product insurance care to have a manufacturing

defect, Product insurance care will, at the election of Product insurance care, choose whether to

repair or replace that part or product.

  1. Under the Product insurance care warranty against defects, the purchaser has the right to

repair or replacement of the defective part or product only.

  1. To the maximum extent permitted by law, unless expressly set out in these warranties

against defect, and subject to any condition, warranty or right granted or implied under the

Australian Consumer Law or any other law which cannot by law be excluded by agreement,

Product insurance care has no liability to the purchaser under the warranty against defects

(other than repair or replacement of the defective part or product), whether in contract, in tort

(including negligence), under any statute or otherwise, for any loss or damage of any kind

suffered by you or any other person in connection with the goods including, but not limited to,

indirect and consequential loss.

  1. A separate Product Insurance care cover MUST be purchased for each and every product

which contain one of these products;

  1. Product insurance care extended lounge cover
  2. Product insurance care extended bed cover
  3. Product insurance care extended wood furniture cover
  4. Product insurance care extended metal cover
  5. Product insurance care extended fabric cover

Accepting solutions

Once a solution has been accepted for an issue, no further solutions can be applied. 

By accepting an offer for a solution the customer agrees to settle any and all claims relating to the warranty claim.

By accepting this (partial refund/store credit, free repair or replacement) the client agrees to accept the amount or replacement, as a full and final settlement of all claims that arise from the discussed warranty issue.