WARRANTIES AND RETURNS

 

Villa Maison Quality

At Villa Maison we design and develop our own collections.  We also source and supply a small collection

from 3rd party suppliers, such as books, CD’s and prints. We work with local craftsmen worldwide who

hand produce our products to exacting standards. We visit our craftsmen regularly to further develop

collections and to make sure our strict standards are being met. We employ international quality

assurance operators to inspect our goods throughout the entire manufacturing process. In addition to

this, Villa Maison employs a team of quality assurance inspectors in Melbourne.

 

At Villa Maison we stand behind our products and we offer several guarantees. These guarantees are

given based on the knowledge that the product is being used for the purpose for which it has been

designed, and with the knowledge that the product has not been misused or incorrectly used in any

way.  Our guarantees are also given under the disclaimer that slight imperfections in paint and finish

will not be covered as these form part of the product and only enhance the character and design.

Additionally, due to our manufacturing process, different batches of products may be slightly different

in texture or colourway. Customers buying multiple products in a single order will however receive

products from the same manufacturing batch. We cannot guarantee that the product colour matches

the colour on your monitor, as all monitors are set differently. If you are concerned, fabric swatches can

be supplied upon special request. Many of our collections are made from aged recycled material and

some exclusions apply including small holes, (from nails) small imperfections and discolorations in the

timber as well as small amounts of surface checking (cracking). Other larger imperfections in recycled

timbers are reworked (larger holes are patched with timber plugs). These imperfections make each

piece unique and give it the charm and character only found with the use of recycled and reclaimed

timber.

 

Our Warranties

Sofa’s and Chairs:

Frame - 5 year warranty from date of purchase against manufacturing defects.

Foam, Dacron and Feathers - 1 year warranty from date of purchase. A volume of contraction of Foam,

Dacron and Feathers

will be caused with normal use and is not considered to be a manufacturing defect or the result of faulty

materials.

Stitching and zippers - 1 year warranty from date of purchase.

Leather - 1 year warranty against manufacturing defects. Leather will stretch with use and this is

considered normal wear and tear and is not covered by this warranty. Wrinkles, brands, scars, stretch

marks and other marks of nature in leather are not considered defects and should be appreciated as a

characteristic of the leather.

Fabrics – 1 year warranty against manufacturing defects. Any imperfections need to be advised in

writing within 24 hours of delivery.

Dining, Occasional and Bedroom:

Timber – 1 year warranty from date of purchase. This excludes any imperfections in recycled timber as

this forms part of the characteristic of the timber.

Metal – 1 year warranty from date of purchase.  Please refer to our Care Details to avoid damage due to

misuse.

Aluminium – 1 year warranty from date of purchase. As these are handmade items slight imperfections

may occur and are not considered manufacturing faults. Please refer to our Care Details to avoid damage

due to misuse.

Accessories and Giftware Items:

All manufacturing faults need to be advised in writing within 24 hours of receipt of goods. Failure to

notify within this time period deems the product received in good condition.

Collection Privé:

Items in the Collection Privé collection are vintage, one of and original and we are unable to offer a

warranty.


Change of Mind

We will not offer a refund if you change your mind. However please contact us and discuss your

circumstances, as we may be able to provide a credit or alternate product. Delivery cost for this

exchange would be at the customers expense.

 

Exclusions

*  Damage caused by incorrect assembly, storage, incorrect use of the product or use of incorrect cleaning

    products.

*  Normal wear and tear, including stains caused by impact or accidents.

*  Rips, wearing, pilling, creasing or fading upholstery.

*  Fading or discoloration caused by excessive exposure to direct sunlight.

*  If any item has been moved from the original purchaser’s address the warranty will be considered     

    cancelled.


This warranty will be nil and void if products are not used for the purpose they were designed for.

In order to process a warranty claim, customers must advise Villa Maison in writing within the time

frames stated above.

To facilitate a faster response, providing an invoice number and / or the name of the person who

purchased the goods will allow us to verify the purchase date.

Villa Maison will process this claim within 10 business working days and offers one of the following

alternatives:

*  Arrange to have the product repaired

*  Provide a full replacement at the cost of Villa Maison

 

Credit Claims and Refunds

Our goal is to ensure our customers are completely satisfied with us, from the first interaction with our

company, to the delivery and long term enjoyment of our products. We understand however that at

times products may become damaged in transport and arrive at your home in a less than perfect

condition. Villa Maison does use reputable 3rd party freight suppliers. However in the rare instance of

goods arriving damaged, we will respond quickly, with respect and with the sole purpose of fixing the

damage.


As per our terms and conditions, it is incumbent on the customer to carefully check each product on

delivery. In case of damage, customer needs to advise Villa Maison in writing within 24 hours of receipt

of the goods, or email sales@villamaison.com  stating the invoice number, product details and a brief

explanation of the issue.  Providing images of the product will assist us in processing your claim.


Villa Maison will process this claim within 5  business working days and will offer one of the following

alternatives:

*  Arrange to have the product repaired

*  Offer a credit note

*  Provide a full replacement at the cost of Villa Maison