Warranty

Genex Designs warrants all products for 12 months from the date of receiving the item. Some products may attract a longer warranty either as noted on the product page or unless outlined by the consumer guarantee under the Australian Consumer Law.
Note: Premium Members receive 12 months extra warranty on all items. Membership must be active at the time of purchase and is not applicable to items purchased out of membership. Some Genex Designs products have warranties not excluded by Australian Consumer Law. Please note, due to our extensive handmade product range, we have large variations in the composition and fragility of our items.
If you find an item is faulty, we will replace or repair the item. If a repair or replacement cannot be achieved, a credit or refund can be provided. Claims must be made within the warranty period and proof of purchase retained.

Upholstery Warranty

• 12 Months standard manufacturing warranty
• Fabric, stitching and pillow back cushions
• 10 years frame and foundation manufacturing warranty
• 3 years seat cushion manufacturing warranty
Note: Pilling, fading, and wear and tear of the sofa is not covered under warranty.
To make a warranty claim please complete the claim form – ensure to add full details and attach images.

Change of Mind

At Genex Designs, it is important to us that you love your purchase. If you change your mind within 14 days of receiving your purchase, and the item is in *original condition, we will exchange or provide a store credit.
For your convenience, we offer returns or exchanges on most of our range (excludes large furniture items) across our retail showrooms. Online purchases may also be returned to showrooms as per above. Please contact the return store or the online support team to request a return or exchange, and retain your proof of purchase for verification.
Transportation costs associated with change of mind will be at the expense of the customer. Items outside of 14 days will be at the discretion of Genex Designs. Please contact our support or store team to discuss options outside of these conditions.
*Original condition means in original packaging or repackaged as new. Genex Designs will assess items outside of these guidelines on an individual basis.

Additional Terms:

• Unpacked or rewrapped items will attract a 20% restocking fee
• We'll arrange return delivery, and you will receive a refund, less any re-shipping or restocking fees
• This will be communicated prior to organizing the collection
To initiate your return, please contact customer care.

Guidelines

• All change of mind returns must be processed within 14 days of receipt
• Approved refunds can only be processed to the original purchaser via the original payment method
• All change of mind returns will incur a shipping fee
• Online orders cannot be returned to a showroom unless originally agreed
• Only items collected or taken from a showroom can be returned to a showroom
• Items must be in as-new, re-sellable condition
• Original packaging required (or suitable alternative packaging)

Change of Mind Does Not Apply To:

• Clearance items or reduced showroom items
• Bespoke or special orders
• Commercial orders
• Items not in re-sellable condition

Shipping Information

Delivery Options:

1. Standard Shipping to the Door
o Delivered to door only
o No inside delivery or upstairs service
o Second person recommended for receipt
2. Standard Shipping to Room of Choice
o Inside delivery to chosen room
o Does not include assembly or unpacking
o Second person recommended for unpacking
3. Premium Delivery
o Inside delivery to chosen room
o Includes unpacking, assembly, and rubbish removal
o Does not include fixing/hanging or furniture relocation

Expected Shipping Times:

Metro
Areas

Transit
Times

Sydney Metro

Up to 7 Days

Central Coast & Newcastle

Up to 7 Days

Melbourne Metro

10 to 14 Days

Brisbane Metro

10 to 14 Days

Gold Coast

10 to 14 Days

Sunshine Coast

10 to 14 Days

Adelaide Metro

10 to 14 Days

For all
other areas, our team will contact you once your item has been scheduled.

Additional
Shipping Notes:

Small items dispatch within 2-3 business
days

Larger furniture items dispatch within
4-7 days

Multiple delivery dates may incur
multiple charges

Premium Delivery outside Sydney requires
customer care contact

Free shipping applies to marked items and
designated postcodes only

For any questions about delivery or warranty,
please contact our customer care team at [INSERT CUSTOMER CARE EMAIL].