Website and Customer Terms and Conditions Summary
This website is owned and operated by Puzzle Furniture and Lifestyle Pty Ltd (referred as “Puzzle” or “we” or “us” or “our”). By entering, accessing or using our website in any way, the customer who placed the order (referred as “you”) agree to comply with the following Website and Customer Terms and Conditions, and any other laws or regulations which apply to this website.
By using this website, you acknowledge that you have read and understood all of the Website and Customer Terms and Conditions and agree to be bound by them. However, if you do not or cannot accept our Website Conditions in full and without modification, you must stop using our website immediately.
We may revise and update our Website Conditions at any time and your continued usage of this website means you accept those changes. The information contained on this website is intended to apply in Australia only. While Puzzle aims to ensure that the information in this website is correct, sometimes errors do occur for which we apologise. Please refer back to these Website Terms of Use from time to time so that you are aware of the current terms and conditions. We do not undertake to keep this website updated.
1. General and Website Use Conditions
- You are at least 18 years of age;
- You will use this website only in accordance with these Website Conditions; and
- The information you provide via this website will be accurate and complete, and will not be misleading, deceptive or likely to be misled or deceive.
You may only use this website for lawful purposes. When using this website, you must not:
- Impersonate any person or entity;
- Make any fraudulent speculative or false enquiries or bookings;
- Post or transmit to or via this website any unlawful, threatening, defamatory, libellous, obscene, indecent, inflammatory or pornographic material or any material that could give rise to civil or criminal proceedings;
- Knowingly transmit any virus or other disabling feature to the website;
- Interfere with, disrupt, or create an undue burden on the website or the associated systems;
- Frame or mirror any part of the website without our written approval; or
Except to the extent permitted by law, modify, adapt, sublicense, translate, sell, reverse engineer, decipher, decompile or otherwise disassemble any portion of the website or cause any other person to do so.
You are not allowed to access, use or copy any material or information on this website for any commercial purpose or for any purposes which are unlawful. In particular, you are not allowed to copy (whether by printing off, storing on disk or in any other way), distribute (including distributing copies), alter or tamper with in any way or use any material contained in this website except that you may print off any individual page for your own personal use.
This website may contain links to other internet sites provided by third parties. The provision of any of these links does not represent an endorsement by Puzzle of those internet sites, nor does Puzzle make any representations or warranties as to the accuracy, completeness, performance or timeliness of any aspect of information contained in those third party internet sites. Puzzle expressly excludes liability for any such inaccuracies or errors to the fullest extent permitted by law.
To the maximum extent permitted by law (including without limitation the Australian Consumer Law), Puzzle is not liable to you or anyone else for any:
- Decision, action or inaction taken in reliance on the information in, or connected with, this site;
- Losses, costs or damages suffered or incurred by you, including (without limitation) direct or indirect, special, incidental, compensatory, exemplary or consequential damages in connection with this website;
- Your use or misuse of this website or any information or material contained in this website;
- The loss or modification of information or material transmitted from this website;
Any defect, technical problem or virus attached to or arising from this website or the server; - Any injury or illness you or any other person sustains as a result of using this website;
The products displayed being unavailable at any time; - Your inability to access or use the website or any material on the website;
- The loss of confidentiality in any information or material transmitted to or from the website.
To the maximum extent permitted by law (including the Australian Consumer Law), Puzzle does not make any guarantees or warrant that this website will be available in any place, free of faults or error, free from unauthorised interception or access, or free from blockages, delays, network failure, congestion, interferences of faults of any kind.
2. Registration, Order, Delivery, Voucher Use and Cancellation
You shall pay for the Product in full when placing the order by supplying us with your credit or debit card details or by Paypal. Alternatively, you may pay by any method that we have said is acceptable to us. In any event, we shall not be bound to accept the order before we have received the funds in full.
You undertake that all details you provide to us for the purpose of purchasing the Product from us will be correct, that the credit or debit card, or account or other payment method which you use is your own and that there are sufficient funds or credit facilities to cover the cost of the Product. We reserve the right to obtain validation of your payment details before providing you with the Product.
When you submit an Order to the website, you agree that you do so subject to the prevailing Terms and Conditions.
We shall not be obliged to supply the Product to you until we have accepted your Order. We will send you an Acknowledgement with your Order reference number and details of the Product you have ordered. Puzzle preserves the right to decline any order, for any reason (e.g., unavailability of supplies). In this case, we will promptly grant you a store credit or a full refund.
Due to popularity or interruption of supply, some items may be unavailable or out of stock at the moment of purchase. In the event of unavailability of stock, Puzzle and its representatives will contact you via email or phone in regards of the Order, and provide availability and situation of the order, before an option of refund or continue the order until the Order becomes available to deliver. You need to decide on the option within 7 days of initial email or phone contact.
In the event of discontinued products or permanently unavailable products are purchased in Order, Puzzle will offer full refund within 7 days of order placed, unless you agreed with alternative solution with Puzzle upon discussion with Puzzle and its representative.
All items sold currently on Puzzle Furniture will be fully assembled prior to, or at the site of delivery. Package waste will be removed from delivery site as much as practicable.
It is your right to refuse to sign the document if you’re not satisfied with the quality, or you have major concerns and issues of the products that cannot be solved on the spot.
Please also refer to Section 2.10 Definition of Minor Defects on rejection of products by refuse to sign Proof of Delivery due to minor defects..
Puzzle reserves the rights to remove and return the products if the proof of delivery document is not signed. Also by signing the proof of delivery form you will forfeit the rights for “Free Onsite Return Guarantee” special services.
For all cancellation or change of mind within 24 hours period prior to the 4 hours delivery period, a $33 processing fee will be charged and deducted from your refund or note of credit.
Puzzle allows 2 weeks period for change of mind after delivery. starting from the moment the delivery is completed.
For all cancellation or change of mind after delivery (from the moment deliverers left the delivery address), the deliverer will arrange time to visit assess the products within 14 days of request, and as long as the products are in the same condition as at the time of delivery, an $80 processing fee will be charged and deducted from your final refund or note of credit. However if there are visible usage, wears and tears on the products, or visible damage to the products that were not present at the time of delivery, Puzzle reserves the right to refuse refund or exchange of the cancellation.
Cancellation and Change of Mind After Delivery is subject to Fair Use Policy, if you bleach the terms described in Fair Use Policy, Puzzle reserves the right to refuse and cancel current and future orders. Also Puzzle reserves the rights to decide and refuse offer of the Free Onside Return Guarantee commitment, if the offer is not promoted on the front page of the website and written onto the order when the order is made.
Puzzle defined minor defects as follows:
- Small scratches, dents and imperfections that are within invisible areas, such as the back of the unit or at the bottom of a panel that are not visible to normal viewing angles, and does not affect structures or function of the products.
- Very minor scratches and surface imperfections that are hard to notice from 2 metres away, and does not affect structures or function of the products.
With minor defects, you’re within your rights to reject the items by not signing Proof of Delivery and return the item. However by rejecting the product due to minor defects, this might have an implication on Fair Use Policy (Please refer to Section 3.04 Fair Use Policy).
You may use promotional vouchers and gift vouchers as payment for products on the website. To redeem vouchers to your account, please insert the relevant voucher code on the checkout screen before payment
An order for a gift voucher can be cancelled by contacting us at any time before the gift voucher has been redeemed.
Promotional vouchers are valid for the specified period only, and they can only be redeemed once and cannot be used in conjunction with other promotional vouchers. Individual brands may be excluded from voucher promotions.
A voucher is considered to have been redeemed if it is used as payment in placing an order.
You may use as many gift vouchers as you wish in paying for an order.
If the credit of a promotional voucher is insufficient for the order you wish to make, you may make up the difference through payment.
We may email gift and promotional vouchers to you. We accept no liability for errors in the email address of the voucher recipient.
If you have a gift or promotional voucher, that voucher can be used by someone other than you and you can assign your rights to use that voucher.
If you place an order for a product less than the value of the promotional voucher, no refund or residual credit will be returned to you.
The credit of a promotional voucher does not accrue interest nor does it have a cash value.
In the event of fraud, an attempt at deception or in the event of the suspicion of other illegal activities in connection with a gift voucher purchase or redemption of that voucher on the website, we are entitled to close your account and/or require a different means of payment.
We assume no liability for the loss, theft or illegibility of gift or promotional vouchers.
3. Puzzle Furniture Special Services Terms and Conditions
Puzzle currently offers the following special service guarantees to you when you placed an order, please read carefully as these special services are unique to Puzzle and requires your full understanding and acceptance:
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5 Working Days Delivery Guarantee
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Free Onsite Return Guarantee
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Free Assembly
These special services are subject to Fair Use Policy. Puzzle reserves the right to vary the Special Services Terms and Conditions and Fair Use Policy from time to time, and your continued usage of this website means you accept those changes.
We currently offer 5 Working Delivery Guarantee as a Puzzle special services for all purchases within our delivery area, except for Pre-Order category items (of which will be noted in product descriptions). Our 5 Working Days Delivery Guarantee aim to deliver the products to your order within 5 working business days of order. Provided that your order is within our delivery area, once your Order is received and accepted, our logistic teams will offer a 4 hour time slot within 5 working days of your order, counting from the moment you placed the order. Our delivery time slot can be from 7am to 11pm, 7 days a week, upon agreement between you and Puzzle. Weekends (Saturday and Sunday) and Public Holiday in Australia will not be counted towards the 5 working days period. If we cannot offer you a time slot within 5 working days period, we will deliver the order free of delivery charge, or you can choose to cancel the order unconditionally. However if you or your representatives cannot be presented at the 4 hour time slot to receive delivery, we can offer you any time slot within 10 working days counting from the moment of purchase without any compensation (such as free delivery). We will notify you if we are unable to meet our estimated delivery time frame but, to the extent permitted by law, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. 5 Working Days Delivery Guarantee will not apply if your delivery address is outside our delivery area. The 5 Working Days Delivery Guarantee is subject to Fair Use Policy, if you bleach the terms described in Fair Use Policy, Puzzle reserves the rights to offer this Guarantee to your current order, as well as to refuse and cancel current and future orders. Also Puzzle reserves the rights to decide and refuse offer of the 5 Working Days Delivery Guarantee commitment, if the offer is not promoted on the front page of the website and written onto the order when the order is made. We currently offer Free Onsite Return Guarantee as a Puzzle special services for specific items purchases within our delivery area (of which will be noted in product descriptions). After delivery and assembly, we will allow up to 15 minutes for you or your authorised representatives to inspect and check the products. If for quality issues of the products, or simply change of mind due to unexpected finishes or appearance, you can choose to return the products on the order immediately by not signing the proof of delivery document. You can then choose to refund in full (including delivery charges) or for Puzzle to offer equivalent credits for exchange to other products. If you have decided on replacement or exchange option, we aim to deliver the new products within 7 working days after we receive your instruction, and the replacement or exchange order will not carry 5 Working Days Delivery Guarantee. If you have decided on refund option, refunds will be issued by direct deposit, cheque or PayPal at our discretion. We aim to process warranty claims within 14 days of notification, and process refunds and replacements within 30 days of receipt by us of the original product, but in some exceptional circumstances the period may be longer. Puzzle reserves the rights to remove and return the products if the proof of delivery document is not signed. Free Onsite Return Guarantee is automatically void if the products are for commercial use (such as display home and office use) and will not apply if your delivery address is outside our standard delivery area. The Free Onside Return Guarantee is subject to Fair Use Policy, if you bleach the terms described in Fair Use Policy, Puzzle reserves the rights to offer this Guarantee to your current order, as well as to refuse and cancel current and future orders. Also Puzzle reserves the rights to decide and refuse offer of the Free Onside Return Guarantee commitment, if the offer is not promoted on the front page of the website and written onto the order when the order is made. Puzzle applies the fair use policy to all Puzzle customers who used the Puzzle website and ordered Puzzle’s products and services, in particularly customer who qualifies for Puzzle Special Services and Guarantees. Unreasonable use is deemed if: If Puzzle deems the customer and orders for a delivery address is of unreasonable use, Puzzle reserves the rights to:
4. Warranty and Claims
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The Australian Consumer Law (“Law”) which forms part of the Competition and Consumer Act 2010 (Cth) is relevant with certain statutory conditions and warranties in our consumer contracts, which cannot be excluded, restricted or modified. These are in addition to any voluntary warranties offered by the manufacturer or supplier. Where there is a breach of such a warranty relating to goods or services, and the breach is in terms of the Australian Consumer Law, a “major” failure, then the remedy will be limited to a refund or a replacement of your preference. In all other cases, a breach of such warranty will give rise to a refund or replacement at our preference.
This 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.
Where any law implies a warranty into this agreement, which may not be lawfully excluded, then to the extent allowed by law, our liability for breach of the warranty will at our option be limited to:
- The replacement of the goods or the supply of equivalent goods
- The repair of the goods
- The payment of the cost of replacing the goods or of acquiring equivalent goods
- The payment of the cost of having the goods repaired
This Warranty is subject to the Australian Competition and Consumer Act 2010 (“Australian Consumer Law”). The benefits provided in this 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 of sale. The period of the Warranty will be:
- 5 years for frames for sofas, daybeds, chaise, armchairs and recliners;
- 1 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and recliner mechanisms), pendant lights and any other product which Puzzle identifies in writing as attaching this Warranty; and
- 1 year for all other products.
Puzzle Warranty will not apply if:
- The product has been onsold to third party (other than Puzzle and you)
- The product has been used for commercial purpose.
- The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
- 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.
- The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
- Repairs to a product are made or attempted by a service provider other than one approved by Puzzle.
- The product is tampered with in any way.
- The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.
Subject to the Australian Consumer Law, Puzzle 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 order to obtain Warranty remedies:
- You must notify us within a reasonable time from supply of the goods. In this context, a ‘reasonable time’ is from the time of supply until a time that it would be reasonable to expect the relevant failure to become apparent, considering the nature of goods. In most cases, this will be 7 to 14 days, but in some circumstances may be longer. Please contact us at email or call our customer service number.
- You must provide us with photos and descriptions of the issues of product, for us to process and verify warranty claim.
We provide the following express warranties subject to the following terms and conditions:
- We will refund, give credit or replace the product as the case may be in the circumstances and to the extent required under the Law if the product you receive does not match the sample or description, is substantially unfit for its intended or disclosed purpose or is not of acceptable quality (as defined in the Law), is unsafe, or if the alleged issue with the product is such that a reasonable consumer aware of the issue would not have acquired the product.
- Where a refund, a credit or replacement is to be provided under the terms of this warranty, we may to the extent permitted under the Law, require the return of the product to us before refunding or replacing it. Upon acknowledgement and authority by us, Puzzle will pay for, or reimburse you for, any shipping costs to return the original product to us.
- Replacement products are subject to the same warranties as the original.
- You must retain your proof of purchase for any manufacturer warranty claims.
- Refunds will be issued by direct deposit, cheque or PayPal at our discretion.
Except if and to the extent the Law requires otherwise, replacement of products or refund and reimbursement of freight costs will not be made until the original product is received by us and your claim verified.
We aim to process warranty claims within 14 days of notification, and process refunds and replacements within 30 days of receipt by us of the original product, but in some exceptional circumstances the period may be longer.