Shipping policy

 

Currently we only deliver orders within Victoria. For most of the orders within Melbourne Metro Area, we will deliver by our own team. But for some orders, and for orders outside Melbourne Metro Area, we will have a reliable third party to cooperate with the delivery. For orders to other states, please contact us before place order, to see if we can arrange. Please kindly note that for some islands, the delivery fee may be higher than quoted on website, or the delivery service may not be available.

Within Melbourne Metro Area，normally for orders placed before 6pm, the earliest day we can arrange for delivery is the next day. When we receive orders, we will contact with customers through email for confirm detailed delivery time or other delivery day preferred by customers.

For apartments with lift, we can deliver upstairs for free. But customers please ensure that the usage of the lift has been booked in advance, and our driver have the access to the lift when delivery. Extra upstairs fee will apply if furniture needs our driver move to upstairs without lifts.

For orders outside Melbourne Metro Area, where third party courier will be deliver the orders, if the freight increases to a level that we could not bear, we have rights to add freight into the order; or if customers are not happy with the increased freight, sure you have the right to cancel this order, and in this scenario, we will deduct handling fee(3% to 8%), and refund all the balance paid amount.

During Delivery:

Within Melbourne Metro Area，during delivery, please make sure the mobile phones are unimpeded, not in silent/airplane mode. If delivery is failed due to wrong address, uncontactable mobiles, or other customers’ reason, and needs to be arranged for re-delivery, the second-time delivery fee will incur.

For orders outside Melbourne Metro Area in Victoria, if the delivery is unsuccessful within 21 days or twice, due to incorrect address, wrong contact number, or other customers’ reason, we have the rights to cancel the order. In this case, we will refund to customer by deducting shipping fee and handling fees.

After Delivery: 

About Product Warranty:

All our products are covered with warranty in accordance with Australian Consumer Law. For furniture like sofa, bed frame, dining sets etc., all are covered with one-year warranty for the structure; for mattress, all are covered with 2-25 years warranty for the structure, varied by different models. We will make 100% effort to ensure all products are free from defects or problems. But in case customer encounter any missing part, structure problem, quality problem, our customer service team can be contacted through email, or live web chat with quick response.

If any parts are found missing within 3 working days after delivery, please send us photos or videos through email, we will arrange sending out the missing parts as soon as possible.

Within warranty period, if any faulty problems occur, please send us photos or videos that can show the problem. After checking by our customer service team, 1) if only replacing faulty parts will resolve, we will supply spare parts for free exchange: for small items, we will prepare the spare parts in-store ready for customers to pick-up 7 days a week; for bulky items, we will arrange delivery for spare parts. 2)If the problem could be solved simply by customers themselves, we will send instruction how to fix the problem, and refund partially as compensation. 3) For some problems, we will arrange our professional guy to do on-site repair for free. 4) If there is a major faulty problem and the furniture is not able to be repaired, we will replace another brand new one for free, if we have the product in stock; if identical product is unfortunately out of stock, we may supply products of same value; Or customers are entitled the right of return the faulty product and get refunded. We will issue store credit or refund to customer by deducting related depreciation.

Product warranty does not cover these situations: Normal wear and tear; improper assembly or usage; abnormal care or maintenance for fabric, leather or timber; damage on packages only; damage caused due to own moving or transport; commercial using such as Airbnb;small stain or flaw that not obvious on the outside material.

We try to make sure all information and descriptions are correct, unfortunately mistakes will occur occasionally, especially for information that provided by factories. ElecHome Furniture reserves all rights to rectify our mistake if any all the time.

For dimensions of furniture, please allow 1-2cm differences as error margin, as all measurements are finished manually.

For same products of different batches, textures of timber, colours of fabric/leather or PU leather, may have slight differences. Especially for timber products or product with timber veneer, due to the natural character of timber, the texture may vary from each product and there may be knots in where it will not affect structure or quality.

For colours, please understand that due to different lights/cameras/screens, same colour may display as of bit different. This could not be deemed as quality problem. And the colour difference could not be deemed as quality problem and be returned.

For orders outside Melbourne Metro Area, please kindly remember to check if all packages are in good condition before you sign anything when you receive them. In case there is any damage on the package, please take photos or videos, refuse to accept the delivery and contact us within 3 working days after you receive the products. We will get in touch with delivery team or third party courier, as well as our supplier, to avoid rough handling, and to improve the package to assure safer delivery.

If wrong items were delivered, please contact as soon as possible within 3 working days and remain original package. We will be responsible for arrange for re-delivery for correct items and bring back wrong items, customers does not need to pay any cent for our mistake.