CARE & WARRANTY
WHAT'S COVERED, AND FOR HOW LONG.
Every piece we sell carries a Biku warranty on top of your rights under Australian Consumer Law. We don't just pass you to the maker. You call us, and we deal with it.
CARE & WARRANTY
How warranty works at Biku
We choose makers whose work we'd put in our own homes, and we back that choice with our own warranty, which is usually longer than the maker's. When something goes wrong, you contact us, we handle the maker, and we keep you informed until it's resolved. In eighteen years we've had very few claims, which is why we can afford to be generous.
Two layers protect you:
1. The Australian Consumer Law. 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. These guarantees apply regardless of any warranty period below.
2. The Biku warranty. A warranty against defects in materials and workmanship for the periods below, from the date of delivery. The benefits are in addition to other rights and remedies you have under law.
CARE & WARRANTY
Warranty by range
| Range | Structural | Wear surfaces | Notes |
|---|---|---|---|
| Australian-made furniture | 10 years on frames | 12 months on fabric, leather, foam and finishes | Frame warranty backed by the maker |
| Imported furniture, indoor | 3 years on frames, joints, mechanisms, table bases and tops | 12 months on fabric, leather, foam, finishes and hardware | |
| Outdoor furniture | 3 years on frames | 12 months on rope, sling, cushions, foam and finishes | Used as outdoor furniture, with the care described in our Materials library |
| Rugs | 12 months against manufacturing defects | Shedding, sprouting and sun fade are normal, not defects | |
| Lighting | 12 months on electrical and structural defects | Globes excluded | |
| Art and mirrors | 12 months against manufacturing defects | Glass breakage after delivery excluded | |
| Curtains and blinds | 3 years on tracks and mechanisms | 12 months on fabric | Customer-measured sizing excluded |
What warranties don't cover
Normal wear and tear. Natural variation and behaviour of materials (grain, veining, patina, seasonal movement, dye lot). Damage from misuse, accidents, spills, pets, sun, heat, moisture or failure to follow the care instructions for the material. Indoor furniture used outdoors. Alterations or repairs by anyone we haven't authorised. Anything disclosed to you before purchase. Where a maker excludes salt-air or coastal exposure, it's stated in their row above.
Warranties are for the original purchaser and aren't transferable.
How to claim
- Stop using the piece if it's unsafe.
- Email hello@biku.com.au with your order number, photos of the problem, and when it appeared.
- We'll respond within two business days, assess it (sometimes with the maker), and tell you the remedy and timing. Replacement parts come from the maker and may take the same lead time as the original piece.
- Large items are collected at our cost if the fault is confirmed. If an inspection finds it isn't a fault, we'll discuss costs with you before anything is charged.
Claims are made to SLR Group Pty Ltd trading as Biku Living & Design, hello@biku.com.au, 1300 002 458, Queensland, Australia. You bear no cost to make a claim.
Care
How to look after every material, and what's normal for it, lives in our Materials library.