Product Warranty

Our Quality Commitment & The Australian Consumer Law

At Biku Living & Design, we are committed to providing our families with furniture and homewares that are not only of the highest quality but are built to last. We believe in a collaborative journey, which means we stand behind every piece we curate for your home.

The Biku Warranty

We warrant all goods to be:

Free from defects in materials and workmanship.
Of acceptable quality and durability for the intended purpose.
Fit for the purpose for which they were designed.

Mandatory Australian Consumer Law Statement

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). For our customers who are "Consumers" under the ACL, you are entitled to:

Major Failure: A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Minor Failure: 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.

A Note on "Consumer" Status: These mandatory guarantees apply to "Consumers" as defined in Section 3 of the Australian Consumer Law. If you are purchasing for a business or a specific commercial project, your rights may vary based on the nature of the transaction.

Non-Transferable Warranty: This warranty is provided exclusively to the original purchaser named on the Biku tax invoice and is non-transferable should the item be resold or gifted.

The Biku Warranty Framework

We curate our collection from a diverse range of local artisans and international factories. Because of this, warranties are layered to ensure you have the best protection for the specific nature of your piece.

Biku Signature 10-Year Protection (Australian Made)

We are proud to support local craftsmanship and premium sleep solutions with our highest level of protection:

Australian-Made Seating: All Australian-made sofas, ottomans, headboards, bench seats, dining chairs, occasional chairs, and custom furniture bed bases carry a 10-Year Structural Warranty.
Australian-Made Sleep: All Australian-made mattresses and mattress bases carry a 10-Year Manufacturer’s Warranty.

The Biku 3-Year Structural Guarantee

For all Furniture items stocked in our Southport showroom or featured in our core retail collection (including retail Special Orders from our regular suppliers), Biku Living & Design provides a 3-Year Structural Warranty.

What is covered: This relates strictly to the frame or internal structural integrity of the product.
What is excluded: This does not cover "surface" elements such as fabrics, leathers, foam compression, cracks in finishes, or ordinary wear-and-tear.
Fabric & Upholstery: While the frame has a 3-year guarantee, all fabrics, leathers, and foam inserts carry a 12-Month Warranty.

Decor, Lighting & Rugs (12-Month Warranty)

To ensure your space remains beautiful, all homewares, accessories, lighting, artwork, and rugs are covered by a 12-Month Warranty.

Exclusion: This does not apply to light globes or damage caused by failing to follow Biku’s specific care instructions.

Outdoor Furniture (2-Year Warranty)

Items specifically designed and sold for outdoor use carry a 2-Year Structural Warranty. This applies only when the item is explicitly stated to be "Outdoor Furniture".

Interior Design & Third-Party Sourcing

As part of our holistic interior design consultancy, we often source bespoke items from external wholesalers or trade-only suppliers that are not part of our standard showroom range.

Manufacturer’s Warranty Only: For these specifically sourced items, Biku Living & Design provides the Standard Manufacturer’s Warranty offered by that specific supplier.
Why this differs: Because these items are not part of our tested core range, we cannot extend the Biku 3-year guarantee to them; however, we will still manage the claim process on your behalf as your design partner.

The Reality of Nature & Celebrated Characteristics

At Biku Living & Design, we celebrate "singular identity". We believe in immersion and holistic design, which means many of our pieces are crafted from reclaimed timber, natural stone, marble, and organic plant fibres. These materials are alive and ever-changing; therefore, the following characteristics are considered part of the product’s charm and do not constitute a lack of acceptable quality or a manufacturing fault.

Reclaimed Timber & Artisanal Craftsmanship

Our reclaimed ranges have a history, and no two pieces will ever be the same.

Singular Identity: Variations in grain, texture, lustre, and tone are not flaws, but the singular identity of each piece.
Meticulous Patching: You should expect unique characteristics such as "patches" where the timber has been filled with same-species reclaimed wood.
Historical Marks: Original bolt holes and repair areas from the timber’s previous life are celebrated characteristics of sustainable design.
Natural Behaviours: Splitting, "checking" (surface cracks), and the leaching of natural oils are inherent behaviours of solid timber as it adapts to the humidity and temperature of your home.

Natural Stone, Marble & Fibres

Because these materials are sourced from the earth and nature, they possess inherent variances.

Veining & Inclusions: Stone and marble will possess unique veining, inclusions, and mineral deposits that cannot be controlled.
Organic Fibres: Products crafted from materials like banana leaf or seagrass may show natural colour variations, including green, brown, or black patches within the weave.

Handmade Tolerances

As many of our items are crafted by hand rather than mass-produced by machines, slight variations in dimensions (typically up to 20mm) may occur. We ask that you allow for these tolerances when measuring your space.

3.4. Floor Stock & 'As Is' Items: For items purchased as Floor Stock, the 'acceptable quality' of the item is determined by its physical condition at the time of purchase. This includes any pre-existing marks, wear, or characteristics disclosed to you in our Southport showroom at the time of sale.

What the Warranty Does Not Cover (Exclusions)

The Biku Warranty and any additional manufacturer warranties do not apply in the following circumstances:

Negligence & Misuse: Any defects or damage resulting from abuse, accidents, or using the product for a purpose for which it was not designed.
Environmental Exposure: Damage caused by exposure to water, direct sunlight, extreme heat or cold, salt air, or chemicals.
Normal Wear & Tear: Ordinary "fair wear and tear" that occurs naturally through daily use.
Care Instructions: Any failure by you to follow the Biku Care Instructions or specific manufacturer specifications.
Extreme Use: Damage caused by spills such as acids, solvents, dyes, ink, paint, or body fluids, as well as improper cleaning techniques.
Indoor/Outdoor Misplacement: Placing indoor furniture in an outdoor environment or in close proximity to a direct heat source.
Unauthorised Modifications: Any work, repair, or installation carried out on the item by a contractor or third party not approved in writing by Biku Living & Design.
Natural Oil Leaching: As noted in our "Reality of Nature" section, Biku cannot be held responsible for any damage or staining incurred from the natural leaching of timber oils onto rugs, floors, or other surfaces.

How to Make a Claim & Transit Damage

The 72-Hour Inspection (Transit Damage)

To protect your investment and allow us to hold our couriers accountable, you must unwrap and inspect your goods immediately upon receipt.

The Window: Any missing parts, breakages, or transit damage must be reported within 72 hours of delivery.
The Evidence: Please email clear photographic evidence of the damage and the packaging to hello@biku.com.au.
Why this limit exists: We utilize third-party couriers; to successfully lodge a claim and provide you with a swift replacement or repair, we must notify the carrier within their strict reporting windows.

Standard Warranty Claims

Should a structural defect or imperfection appear within your warranty period, please follow these steps:

Stop Use: Stop using the item immediately to prevent further damage or safety risks.
Notify Us: Contact a Biku team member via phone (07 5538 0133), email, or by visiting our Southport showroom.
Proof of Purchase: You will need to provide your original tax invoice or receipt as part of your claim.
Description: Document and describe the fault and the circumstances in which it appeared.

Remedies & Solutions

The best solution depends on the nature of the fault, and we will work collaboratively with you to find a remedy:

Major Failure: If the failure is major, you are entitled to choose a replacement or a full refund.
Minor Failure: If the failure is minor, Biku Living & Design will choose to repair, replace, or refund the item within a reasonable timeframe.
Repair Timeframes: While we cannot give an exact timeframe for repairs (as many parts are sourced internationally), we will always act within a reasonable period.
Transport & Logistics: If a product is found to have a manufacturing fault and is too large for the customer to return easily, Biku Living & Design will coordinate the collection and return transport at our expense. However, if the fault is found not to be a manufacturing defect upon inspection, the customer may be liable for these transport and inspection costs.

A Note for our Interior Design Partners

We value our partnership with the design community. Where the purchaser is an Interior Designer:

Agency: The Interior Designer acknowledges they are not an agent for Biku Living & Design and cannot make representations on our behalf.
Warranty Limits: The Designer will not offer any warranty to their clients beyond the standard Biku or Manufacturer warranties outlined in this document.

Product Category	Warranty Period	What is Covered
Australian Made Signature	10 Years	Structural integrity of the frame for Australian-made sofas, ottomans, headboards, bench seats, dining chairs, occasional chairs, custom bases, mattresses, and mattress bases.
Biku Core Furniture	3 Years	Internal structural frames for all furniture stocked in our showroom or from our regular retail collection (including retail Special Orders).
Outdoor Furniture	2 Years	Structural integrity for items specifically stated and sold as “Outdoor Furniture”.
Homewares & Decor	12 Months	Quality guarantee for rugs, artwork, lighting (excluding globes), and accessories.
Upholstery & Softs	12 Months	Fabrics, leathers, and foam or feather inserts (including compression and expansion).
Sourced Design Items	Manufacturer’s Warranty	For bespoke items sourced specifically for Interior Design projects from non-regular wholesalers, the standard supplier warranty applies.

Three Things to Remember

The 72-Hour Transit Rule: You must unwrap and inspect your goods immediately. Any transit damage or missing parts must be reported with photos to hello@biku.com.au within 72 hours so we can hold our couriers accountable.
The Reality of Nature: Variations in wood grain, "patches" in reclaimed timber, and unique veining in marble are not faults—they are the soul of handmade, natural furniture and are celebrated as unique characteristics.
Care is a Partnership: Our warranties do not cover ordinary wear-and-tear, "extreme use" (like major spills), or damage caused by failing to follow the Biku Care Instructions.