Return & Warranty

Please note: Agape Furniture’s Flash Sale prices are only available during the promotion period. Once the flash sale ends, the price will come back. AF will not offer the price match with the promotion period. (include the order before/after the promotion period)
We encourage the customer to make orders during the sales period. Also, customers can call our sales line to inquire about the promotion time. If the sales finish means the promotion price ends!

CANCELLATION POLICY

We aim to ensure that each customer has the most hassle-free and easiest online shopping experience. We fully understand the concerns shoppers go through when shopping online. Should you wish to cancel the order after purchase, we are more than happy to process the refund, providing that the following conditions are met:

Cancellation requests must be sent via e-mail (info@agapefurniture.com.au). Written confirmation will be returned to you within 48 business hours to confirm or deny your cancellations.

If you cancel your order you agree to the following:

If the order is PRE-SALE,

Within 72 hours, a 10% stock-reserving fee will be deducted from the refund amount; Otherwise, a 20% stock-reserving fee will be deducted from the refund amount.

Please note: We will offer the estimated arrival time (ETA to our warehouse) for pre-sale items. We are improving to make every delivery happen before the ETA. However, due to some disruptions, extreme weather conditions and unavoidable situations happen, delivery delays may be experienced. Unfortunately, this cannot be used as the reasonable reason to cancel the order. If customers insist on canceling order, the deduction will be applied.

We are looking forward to our products arriving as much as every customer does, that’s why we are offering extra discounts for all “Pre-Sale” products. The discount will end as soon as the stock arrives.

If the order is IN STOCK,

Most online orders will be directed to the courier company directly so if you change your mind about cancelling the order, it might not be right on time to cancel the process of transit, postage cannot be refunded in this situation, our system and courier company need at least 24 hours to react. If the customer cancels the order that is in stock, a 20% admin fee and postage will be deducted from the refund amount.

Return Policy

1. Consumer Guarantees

Under Australian Consumer Law, you have the following rights in relation to products purchased from us:

• Products must be of acceptable quality: This means the product must be safe, durable, free from defects, and do what it is meant to do.
• Products must match their description: If the product doesn’t match the description provided, you are entitled to a remedy.
• Products must be fit for purpose: If you buy something for a particular purpose and the seller knows about it, the product must be suitable for that purpose.

If your purchase has a major fault, you are entitled to a repair, replacement, or refund under the Australian Consumer Law.

If the product you received is not what you ordered, please contact us at customercare@agapefurniture.com.au and keep the item in its original packaging and condition so that we can arrange a return or exchange.

2. Returns for Major Faults

You may return your product for a remedy (repair, replacement, or refund) if it has a major fault. A major fault is when:

• The product is unsafe or has a defect that significantly reduces its functionality.
• It is significantly different from the description or the sample you saw.

If you believe your item has a major fault, please contact us at customercare@agapefurniture.com.au. We will assess the issue and offer you a remedy in line with Australian Consumer Law.

3. Returns for Change of Mind

Unfortunately, we do not offer returns for change of mind purchases, as Australian Consumer Law does not require a retailer to accept returns when a product is simply unwanted or no longer needed. However, we are happy to assist you if you have any questions or concerns about your purchase before finalizing it.

4. How to Return an Item

To return an item, please follow these steps:

1. Contact our customer service team at customercare@agapefurniture.com.au with proof of purchase (e.g., receipt, invoice, or order confirmation).
2. Provide a detailed explanation of the reason for your return, whether it is for a repair, replacement, or refund due to a fault.
3. If applicable, we may ask for photos or further evidence of the issue.
4. The item is needed to return to Sydney warehouse. If you encounter difficulties in returning the item, we can provide a courier collection service; however, a collection fee will apply. The exact collection fee will depend on the actual situation as the delivery fee on our website is promotional.
5. If you are not satisfied with the products received within 7 days, please send us an email with the photos of the items. After Agape Furniture approves, a 10% admin fee and postage will be deducted from the refund amount. Please note that returns must be in the original packaging (wooden crate not required) and in original condition. Returns without the original packaging will incur a 20% deduction from the refund, and items not in original condition will incur a 50% deduction.

Once we have assessed your claim, we will arrange the appropriate remedy. If the product is deemed faulty, we will cover the cost of return shipping.

5. Refunds and Replacements

If a product has a major fault, we will offer:

• A repair (if the issue can be fixed).
• A replacement (if available).
• A refund (if repair or replacement is not possible or suitable).

We aim to process refunds and exchanges as quickly as possible.

6. Exclusions

Our return policy does not apply if:

• The product has been damaged due to misuse, improper care, or negligence.
• The product is not in its original condition or packaging (unless defective).
• The product was custom-made, personalized, or made to order.

7. Contact Us

For any questions or if you need assistance, feel free to reach out to us at customercare@agapefurniture.com.au. Our team is here to help!

Unboxing Video Requirement for Damage Claims

To assist with resolving any claims related to transit damage, customers are required to record a full unboxing video. The video must clearly show:

• The unopened package

• The full unboxing process

• The product’s condition before any use or assembly

This video is essential to verify that any damage was not caused after receipt. Claims submitted without a valid unboxing video may not be accepted. By opening the package, customers acknowledge and accept this condition.

Defects

When customers open the package, if there are any defects or damages or stains or anything that is not the same as the order which the customer made, please keep all the things in the original package. Please note, that AF will not process the complaint when the product has been assembled or through the hands of others.

Should a product arrive faulty or defective upon receipt, AF will repair the defect free of charge. Where a product is deemed by AF to be in a state of unrepair or the damage is considered major, we will replace the product free of charge to the customer. If a replacement product is not available, the customer, upon returning the product, will receive a full refund. The freight costs incurred to return a damaged or defective product will not be charged or payable by the customer.

Damaged goods must be notified to AF within 24 hours of receiving your goods and AF may require the customer to provide proof of damage. Once notified of a defective product, AF customer service will be in contact to initiate a resolution and where appropriate, organise the collection and return of the product at an agreed and convenient time.

Customers bear the responsibility of any futile charges that arise (where the pick-up is booked but the consignment is not available for collection at the agreed period).

Where a product is purchased or picked up directly from our warehouse, the customer is required to return the product to AF to initiate a warranty claim.

All returned goods must be in their original packaging with all accessories and be in original condition. AF is committed to complying with Australian Consumer Law.

Warranty

The Warranty

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.

AF offers a 12-month warranty to be free from defects in materials and workmanship in accordance with Australian consumer law. Customers may be required to provide evidence (such as photos) to substantiate their warranty claim. Upon approval, AF will replace or repair the defect, at its discretion. Normal wear & tear, damage arising from abnormal use or abuse, products that have not been maintained, or have been modified and any indirect or consequential loss is not covered by the warranty. Minor variations in advertised size, colour or appearance are not covered by this warranty.

Unless otherwise specified, all products are intended for indoor use only. Products that have been used in an outdoor capacity, and are exposed to outdoor elements, whether undercover or covered will not be covered by the warranty. The warranty period commences on the date the item is delivered by the courier, or the purchase date when customers elect to pick up or purchase directly from the showroom. Customers are required to provide proof of purchase when lodging a warranty claim. All Warranty claims should be emailed to info@agapefurniture.com.au

To the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information, or other content available or offered on our website are accurate, complete, reliable, current or error-free, nor do we make any warranty about the standard or quality of any of the products offered via our website.

Leather Care and Warranty

Leather is one of the most beautiful and practical coverings for upholstered furniture. It’s a durable product that will provide long-lasting comfort, however, some very important care tips must be followed to prolong its life. Important Things to Avoid

• If you are removing any protective wrapping do not use any sharp tools which could damage the leather or the upholstered covering.
• If you move your lounge do not lift or drag it by the cushions which are sewn into the frame, the correct way to move it is by lifting the sofa, at each end, from the base.
• Do not expose any part of the lounge to direct sunlight. Prolonged exposure to direct or intense sunlight may cause the leather to fade as well as excessive drying and cracking.
• Please do not sit on the armrests and backrests. They are not designed for seating and could potentially damage the frame.
• Ensure that every edge or part of the lounge is placed at least 50cm away from any heat source, including electric or gas heaters.
• Never use solvents, abrasives, shoe or saddler care products, only ever use industry-recommended leather care products suitable for the type of leather.
• You may notice slight compression on the padding of your lounge after the delivery, thereafter it is necessary to model your lounge to ensure the padding and cushions return to their original appearance.
• Softening or padding of cushions will occur over time. This will cause light creasing, wrinkling, and slight stretching of the leather which is considered to be normal wear.
• Softening of seat cushions over time is entirely normal and is not considered a defect in any way. Sitting on a particular most of the time will cause that seat to soften more than the others.
• Don’t stand or use excessive force on the adjustable arm or back and also don’t sit on the arm either in its adjusted or original position.

Protection and Performance of Leather

REGULAR CLEANING: Do not allow dust to gather on the surface of the leather. use a soft, damp cloth to wipe off dust on weekly basis, Periodically (3-4 times per year) condition, clean and protect the leather using an authorized leather care kit, which is available at any Agape Furniture outlet. Any spills must be removed immediately using a damp, soft cloth or any absorbent paper, applying minimal pressure from the outside of the stain moving towards the center. To clean further, use a leather care kit.

Agape Warranty & Lounge Characteristics

Structural Warranty

Structural Frame used in each Agape Furniture lounge is warranted against a manufacturing fault or Defect. This does not include misuse of the lounge or using excess weight on the structure of the lounge apart from Seating Areas. The Arms, Sides, and Back Frames are not designed to have any kind of weight and may cause damage.

Mechanism Warranty

Mechanism Warranty is the moving component of all recline and sofa beds are warranted against failure due to manufacturing fault for a period of 1 year from the date of the invoice which includes Electronic Mechanism.

Upholstery & General Warranty

Upholstery & Other general Components are warranty against failure due to manufacturing faults for a specified period. The Foam and Dacron Fiber are subject to contraction and Volume Contraction is caused under normal use. The leather or upholstery Stretching and lines will be caused under normal use. The lounge would contract and would get softer seating with Regular Use, Some seating Areas get more contracted and softer than other areas because of more frequent usage of that part of seating compared to others. These are all considered as normal use wear and tear and does not include in the Warranty.