450 WAVERLEY ROAD, MALVERN EAST (03) 8520 9599
WE DELIVER TO ALL OF MELBOURNE METRO

Terms and Conditions

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

1.01 The Right of Use
As a condition of your use of this website and making an order, you warrant that:

  • 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.

1.02 Non-commercial use only
You may only use this website for your own personal use (which will at all times be reasonable, not abusive) or for purposes legitimately connected with purchasing our products and services.

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.

1.03 Liability of Puzzle
Your use of this website or any information on this website is entirely at your own risk. Puzzle makes no representation or warranty with respect to the accuracy, completeness, suitability, performance or timeliness of the information provided on this website. Puzzle expressly excludes liability for any such inaccuracies or errors to the fullest extent permitted by law.

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.

1.04 Disclaimer
You agree that your access to, and use of, this site is subject to these terms and all applicable laws, and is at your own risk. Puzzle makes no representations or warranties of any kind, express or implied as to the operation of this site or the information, content, materials or products included on this site, except as cannot be excluded under applicable laws. To the fullest extent permitted by law (including the Australian Consumer Law) Puzzle, its directors, officers, employees, agents, contractors, franchisees, successors or assigns will not be liable for any damage or loss whatsoever arising out of, or in any way related to, the use of this web site and any other site linked to this web site.
1.05 Device Protection
It is your responsibility to ensure that you have sufficient protections in place to protect your device (PC, tablet, smartphone etc) and systems and to scan any materials from this website for viruses or other defects or corruptions that may cause damage to or interfere with your device or systems. Puzzle does not warrant that its website is free from viruses, defects or other corruptions and accepts no liability that may arise as a result of use, directly or indirectly, of this website. Super A-Mart will also not be liable and accepts no responsibility for any interruption to your access to this site.
1.06 Prices
All references to $ and dollars on this website are to Australian currency. Prices are indicative of the current store price in the store closest to the postcode you have provided. Prices available in Australia only. For in store purchases, check pricing with your nearest store prior to purchase. To update your postcode please scroll down to the bottom of this page, and enter your postcode in the “Change Postcode” box.
1.07 Colours
Reproduction of colours is as accurate as possible, but please note colours instore may vary slightly from what is displayed on your monitor.
1.08 Advice and technical information
Any advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by Puzzle in relation to any products is given in good faith and is believed by Puzzle to be appropriate and reliable. However, any such advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by Puzzle in relation to any products supplied by Puzzle is approximate only.
1.09 Copyright
This website and its contents are the property of Puzzle and are subject to copyright. The contents of our website and the website as a whole are intended solely for your personal, non-commercial use. Any use of our website and its content for purposes other than personal and non-commercial use, or for any other use, including the modification, reproduction, distribution, transmission, republication, display or performance, of the content of this website, is prohibited without the prior written permission of Puzzle Furniture and Lifestyle Pty Ltd
1.10 Intellectual property and trademarks
Puzzle is the owner or authorised user of all intellectual property including but not limited to trade marks, logos, names and designs, whether registered or unregistered, and other marks that are otherwise owned or licensed to Puzzle in and associated with this website (collectively “intellectual property”), and any improvements or modifications to such intellectual property. The use or misuse of any of Puzzle’s intellectual property is prohibited without the prior written permission of Puzzle Furniture and Lifestyle Pty Ltd, Australia. Nothing contained in this website should be construed as giving you any right in or licence to any of the intellectual property on or associated with this website.
1.11 Overseas access
This website may be accessed in Australia and throughout the world. Puzzle makes no offer in or by this website to sell any product or service in any country outside Australia and no representations that the content of this web site complies with the laws of any country outside Australia. If you access this site from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access the site. The use of this site is governed by, construed and enforced in accordance with the laws of Victoria, Australia.
1.12 Governing law
This website has been designed for use within Australia. By accessing this website you are agreeing that the Courts of Victoria, Australia will deal with any disputes which may arise between you and us, and that the laws of Victoria, Australia shall be the applicable law.
1.13 Changes to this statement
Puzzle may make changes to this Website and Customer Terms and Conditions from time to time for any reason. We will publish those changes on our website on this page. This policy was last updated on 30 January 2015.

2. Registration, Order, Delivery, Voucher Use and Cancellation

2.01 Ordering
Irrespective of any previous price you have seen or heard, once you select a product that you wish to order, you will then be shown or told (on the website) the charges you must pay including GST, if applicable, and any applicable delivery charges. Unless otherwise stipulated on the website, all charges are in Australian Dollars.

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.

2.02 Confirmation of ID
When ordering online or over the phone, please note that you may be requested to provide proof of ID (e.g. drivers license or passport) and to present the credit card used to purchase any item prior to delivery.
2.03 Products Availability
Stock information are provided by Puzzle and third part suppliers are given in good faith and is believed by Puzzle to be appropriate and reliable.

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.

2.04 Assembly
Puzzle currently offers Free Assembly and Onsite Returns special services. Please see “Puzzle Furniture Special Services Terms and Conditions” for further information.

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.

2.05 Delivery Procedures
Puzzle currently offers 5 Working Days Delivery and Free Onsite Return special services. Please see Section 3 of Terms and Conditions for further information.
2.06 Failed Delivery
Puzzle will make the best attempt to communicate to you amd agreed to the delivery time period. If, for any reason, Puzzle arrived at the agreed delivery time but cannot deliver the products due to absence of receiver (you or your nominated receiver), we reserve the rights to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping costs or storage costs.)
2.07 Proof of Delivery
At the completion of the delivery, you are asked to sign the Proof of delivery document, to proof that the products on the order are received in acceptable quality without issues, confirm that the product was delivered in the correct condition, without obvious defects or damage. Proof of delivery can be signed by you or your authorised representatives on the location of delivery. In the case that your authorised representatives cannot comprehend English, we will voice record the approval of delivery in addition to the signed proof of delivery by the authorised representatives.

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.

2.08 Cancellation and Change of Mind Prior to Delivery
Puzzle understands that due to different circumstances you might want to change your mind or cancel your order prior to delivery. If you want to cancel or change your mind on the order prior to delivery with more than 24 hours notice prior to delivery (counting at the start of the delivery period), the cancellation will be free of charge.

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.

2.09 Cancellation and Change of Mind After Delivery

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.

2.10 Definition of Minor Defects

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).

2.11 Vouchers

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:

  • 5 Working Days Delivery Guarantee

  • Free Onsite Return Guarantee

  • 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.

3.01 - 5 Working Days Delivery Guarantee

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.

3.02 - Free Onsite Return Guarantee

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.

3.03 - Free Assembly
Currently all furniture products sold on Puzzle website has free assembly. Puzzle reserves the right to choose pre-assembly or assembly on delivery address. In the case of assembly on delivery address, package waste will be removed from delivery site as much as practicable.

3.04 - Fair Use Policy

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:

  • The customer and its delivery address has rejected the delivery by not signing Proof of Delivery, for more than 2 times in 12 months period, due to change of mind, poor service or minor defects (refer to Section 2.10). Or
  • The customer and its delivery address has used the return, exchange or refund option for Free Onsite Return or Change of Mind After Delivery, where the products are for commercial use at the delivery address or other locations. Or
  • Bleaching any of the terms in Section 1.01 The Rights of Use, ie. fraudulent and illegal use.

If Puzzle deems the customer and orders for a delivery address is of unreasonable use, Puzzle reserves the rights to:

  • Discuss with the customer and its authorised representatives in regards to the unreasonable use of our services,
  • Limit and refuse the services offered by Puzzle Furniture Special Services Terms and Conditions,
  • Terminate and fully refund the existing and future orders of the customer and its delivery address.

4. Warranty and Claims

4.01 General Warranty Information and Consumer Guarantee

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
4.02 Warranty Period:

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.
4.03 Warranty Exclusions

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.

4.04 Warranty Claims and Procedures

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.