Piano Keys Sofa – Modern Channel Tufted Lounge

15-Day Return Policy

This policy applies only to selected items. If you are not satisfied with your purchase, you may request a return within 15 days of receiving your product.

Exclusions

• Clearance, ex-display, custom, or made-to-order items are not eligible for return under any circumstances.

Return Eligibility

• Items must be in their original, unused condition and returned in the original packaging.
• If the original packaging is not available, the item must be securely repacked to prevent damage during transit.
• Upon receipt of returned goods, we will inspect and the refund will be processed (if no problems) within 7 working days.
• All return costs (including delivery and collection costs) will be at the buyers’ expense.
• A 20% restocking fee applies if goods are not returned in original condition.

Cancellations

• Customers are encouraged to choose carefully, as refunds or exchanges cannot be offered for change-of-mind purchases or incorrect selections.
• Orders may be modified or canceled within 2 days of placement, subject to a $20 cancellation fee. After this period, cancellations or modifications cannot be processed.
• If a delivery cannot be accepted, a cancellation fee of up to the full purchase price, along with any applicable storage, handling, or restocking fees, may be charged.

Exchanges

• Exchange of product is subject to availability in store or waiting time is expected for particular products.
• Exchange process will take about 5–7 working days if product is available in our Melbourne store.
• For product that not in-store, exchange will take another 5–6 weeks for shipping.
• All exchanges costs (including delivery and collection costs) will be at the buyers’ expense.

Exchange Eligibility

• Exchange is only available for the situation like manufacturing defects/faults.
• Exchange is only available within 7 days of receiving your product.
• All items must be in the original wrappings and not assembled or part assembled in any way.

Warranty

This warranty covers materials and components against failures due to material and manufacturing faults, as outlined in the specific warranty document for your product.

This warranty does not apply to:

Products Not Eligible for Warranty

• Clearance, floor stock, or seconds items.
• Products with pre-existing defects disclosed at purchase.
• Items not purchased directly from Living Unlimited.
• Products relocated outside Australia.
• Modified or repaired items without prior authorisation.

Normal Wear & Tear

• Natural ageing of materials (e.g., softening of foams, pilling of fabrics, fading of leather or timber).
• Expected material characteristics including but not limited to:
• Leather: Wrinkles, scars, grain variations, patina development.
• Timber: Knots, texture variations, expansion/contraction.
• Fabrics & Wicker: Pilling, weave variations, minor fraying over time.
• Metals & Glass: Minor surface marks, finish variations, teastaining on stainless steel.

Improper Use, Handling & Care

• Failure to follow Care & Maintenance Guides.
• Commercial or excessive use beyond normal residential conditions.
• Pet-related damage, including scratches, bites, and stains.
• Spills, stains, burns, and chemical exposure, including UV damage from sunlight.
• Impact damage, such as chips, cracks, or scratches from sharp objects.

Environmental & External Factors

• Extreme weather exposure.
• Humidity or temperature fluctuations causing warping or expansion.
• Salt air corrosion, particularly on metal components in coastal areas.
• Mould, mildew, or water damage due to improper storage or care.

How to Lodge a Warranty Claim

Customers must notify Living Unlimited in writing within 7 days of the defect occurring.

Required Information

Send an email to support@orianacohome.com.au including:

• Order Number
• Product details (affected item/component)
• Description of the defect
• Photos & Videos:
• At least 2 images of the full product (with the defect marked).
• Close-up images of the defect (4 or more).
• Video (if applicable) for mechanical issues.

Our Customer Support Team may request additional information for assessment.

Material Characteristics & Warranty Exclusions

Outdoor Fabrics – Natural Characteristics

• Colour & Texture Variation – Variations in dye lots can result in slight colour differences.
• Fabric Density & Tensile Strength – Material stretch and compression are normal over time.
• Pilling Propensity – Some fabrics may experience minor pilling, which is a natural occurrence in woven textiles.
• Abrasion Resistance – Friction from use may result in gradual wear patterns.
• Colour Fastness – Prolonged UV exposure may cause fading or slight colour shifts over time.
• Static Electricity – Certain fabrics may generate static build-up, particularly in dry environments.
• Scent – Some materials may retain a slight manufacturing scent, which dissipates with time.

General Warranty Exclusions

The following conditions are not covered under warranty and do not constitute a defect:

• Natural variations in colour, texture, and grain patterns of materials.
• Minor blemishes, surface marks, and abrasions from normal use.
• Fading, weathering, or patina development due to exposure to UV light, moisture, or temperature fluctuations.
• Pilling, static build-up, and softening of fabrics over time.
• Stretching, settling, or slight warping of materials with use.
• Scratches, scuffs, or wear marks due to regular use.
• Damage caused by improper cleaning, maintenance, or misuse.
• Issues resulting from prolonged exposure to extreme weather conditions.

Warranty Resolution

• Determine whether the defect is due to manufacturing or normal wear & tear.
• Decide if the product/component should be repaired or replaced.
• Limit repairs/replacements to the defective part(s) only.

Compliance with Australian Consumer Right

We guarantees that we are providing warranty under the Australian Consumer Law, You are entitled to:

• A replacement or refund for a major failure.
• Compensation for reasonably foreseeable loss or damage.
• A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For more information, visit consumerlaw.gov.au.