WARRANTY, RETURNS AND REFUNDS

Effective 16 September 2026.

Nothing in this document is intended to exclude, restrict or modify any right or remedy you have under the Australian Consumer Law.

THE SHORT VERSION

• Something wrong with your piece? Email hello@biku.com.au with your order number and photographs. We deal with it. We will not send you to the maker.
• Damaged in transit? Tell us within 72 hours of delivery, with photographs.
• Changed your mind? We order each piece in for you, so we cannot take it back. You can cancel within 48 hours of ordering if it has not already left the warehouse.
• Measure before you order. Doorways, hallways, lifts and stairs. If a piece cannot get into your home, that is not a fault and it cannot be returned.
• Your legal rights. Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing here reduces them.

PART 1 — YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

1.1 Mandatory statement. 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.

1.2 What the guarantees cover. Goods we sell must be of acceptable quality, fit for any purpose you told us about before buying, match their description, match any sample or demonstration model, and be supplied with clear title. Where we supply a service, it must be supplied with due care and skill.

1.3 Acceptable quality means. Safe, durable, free from defects, acceptable in appearance and finish, and doing all the things a piece of that kind is ordinarily used for, judged against what a reasonable consumer would expect given the price, the description, and the nature of the materials.

1.4 We deal with your claim. If something goes wrong, contact us. We handle the claim from start to finish. We will not tell you to contact the maker or the importer. Where we need to involve the maker, that is our arrangement with them and it is not something you have to manage or chase.

1.5 There is no expiry on the guarantees. The consumer guarantees are not limited to a fixed number of months or years. They apply for as long as it is reasonable to expect the goods to last, taking into account the price you paid, the nature and quality of the goods, how they were described, and how they have been used. Furniture at our price level is expected to last a long time, and we stand behind that.

PART 2 — WHEN SOMETHING IS WRONG

2.1 Tell us. Email hello@biku.com.au or telephone 1300 002 458. Include:

(a) your order number or the email address you ordered with; (b) what is wrong, in your own words; (c) photographs showing the problem close up, and one showing the whole piece; and (d) when you first noticed it.

2.2 What happens next. We acknowledge within 2 business days. We may ask for further photographs, or arrange for a qualified furniture technician to inspect the piece. Where we arrange an inspection and the claim is upheld, we pay for it.

2.3 Major failure. A failure is major where:

(a) a reasonable consumer would not have bought the piece had they known about the problem; (b) the piece is significantly different from its description, sample or demonstration model; (c) the piece is substantially unfit for its ordinary purpose and cannot easily be made fit within a reasonable time; (d) the piece is substantially unfit for a purpose you told us about before buying and cannot easily be made fit within a reasonable time; or (e) the piece is unsafe.

Where the failure is major, you choose between a refund, a replacement, or keeping the piece and being compensated for the drop in its value.

2.4 Failure that is not major. Where the failure is not major, we choose between repairing the piece, replacing it, or refunding you. We will make that choice and act on it within a reasonable time. If we do not, or if repair is not possible, you may then reject the goods and choose a refund or replacement.

2.5 Repairs. Where we repair a piece, we do so at our cost, including the cost of collecting and returning it. Repairs are carried out by the maker or by a qualified furniture technician we appoint. We will tell you the expected timeframe before we start, and keep you posted if it changes.

2.6 Collection and freight. You do not arrange or pay for freight on a faulty piece. Where a piece needs to come back to us or go to the maker in connection with an upheld claim, we arrange and pay for collection, including for pieces over 200kg.

2.7 Refunds. Where you are entitled to a refund, we pay it to the original payment method within five business days of agreeing it. We do not offer a store credit in place of a refund where the law entitles you to a refund.

2.8 Consequential loss. Where a failure causes you other reasonably foreseeable loss or damage, you may claim compensation for it. Tell us what the loss is and how it arose.

PART 3 — TRANSIT DAMAGE

3.1 Inspect within 72 hours. Unwrap and inspect every piece within 72 hours of delivery.

3.2 Report within 72 hours. Email hello@biku.com.au within that 72 hours with photographs of the damage, the whole piece, and the packaging including any carrier labels.

3.3 Why the window exists. Freight carriers impose strict windows for damage claims. If we are told after 72 hours we may be unable to recover from the carrier.

3.4 Your ACL rights are not affected. Clause 3.2 does not limit your rights under the Australian Consumer Law where goods are not of acceptable quality. If you discover damage after 72 hours that was present on delivery, tell us and we will consider the claim on its merits.

3.5 Keep the packaging. Keep all packaging until the claim is resolved. A carrier may need to inspect it.

PART 4 — OUR ADDITIONAL WARRANTY

4.1 What this is. In addition to the consumer guarantees, we give the warranty against defects set out below. It is an extra promise. It does not limit your rights under the Australian Consumer Law.

4.2 Who gives it. SLR Group Pty Ltd (ABN 44 635 191 007) trading as Biku Living & Design, hello@biku.com.au, 1300 002 458.

4.3 What is covered, and for how long. Measured from the date of delivery:

Category	Period	What is covered
Australian Made Signature	10 years	Structural integrity of the frame on 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 on all furniture from our regular collection, including special orders
Outdoor Furniture	2 years	Structural integrity of pieces sold as outdoor furniture
Homewares and Decor	12 months	Quality of rugs, artwork, lighting excluding globes, and accessories
Upholstery and Softs	12 months	Fabrics, leathers, and foam or feather inserts, including compression and expansion
Sourced Design Items	Maker's warranty	Bespoke pieces sourced for an interior design project from outside our regular suppliers carry that maker's standard warranty. We still handle the claim for you

4.4 Who it covers. The original purchaser. It is not transferable.

4.5 What you get. Where a defect is covered, we will repair the piece, replace the defective part, or replace the piece, at our option, at no cost to you including freight.

4.6 How to claim. Follow Part 2. You will need proof of purchase.

4.7 Mandatory wording.

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.

The benefits given by this warranty are in addition to other rights and remedies you have under a law in relation to the goods to which this warranty relates.

To make a claim under this warranty, contact Biku Living & Design at hello@biku.com.au or 1300 002 458 with your proof of purchase, a description of the defect, and photographs. We bear the expense of claiming this warranty, including the cost of returning the goods to us.

Biku Living & Design, SLR Group Pty Ltd, ABN 44 635 191 007, PO Box 9306, Gold Coast Mail Centre QLD 9726, telephone 1300 002 458, email hello@biku.com.au.

4.8 Which category applies. The category that applies to your piece is shown on its product page and on your invoice. If you are not sure, ask us before you order.

4.9 Commercial use. This additional warranty applies to domestic use. It does not apply to goods used in a commercial, hospitality, office or rental setting. Tell us before ordering if the piece is for a commercial setting and we will advise on suitability and on what cover is available.

PART 5 — WHAT IS NOT A FAULT

5.1 Natural variation. Variation in timber grain, tone and figure; patching and original bolt holes in reclaimed timber; splitting, checking and movement as solid timber adjusts to your home; the leaching of natural oils; veining, inclusion and mineral deposit in stone and marble; colour variation in plant fibre; and grain, marking and healed scarring in leather are inherent to natural materials. They are the character of the piece, not a defect.

5.2 Fair wear and tear. Softening and creasing of upholstery with use, patina on timber and leather, and gradual change with age and light are normal.

5.3 Not covered. Neither the consumer guarantees nor our additional warranty extend to damage caused by:

(a) misuse, abnormal use, accident or neglect; (b) failing to follow the care instructions supplied with the piece and published on our website; (c) using a piece in conditions it was not designed for, including using indoor furniture outdoors; (d) prolonged exposure to direct sunlight, heat sources or moisture; (e) modification, alteration or repair by anyone we have not authorised; (f) commercial use of a piece supplied for domestic use; (g) incorrect assembly, where the piece was supplied unassembled with instructions; or (h) a defect you were told about before you bought, such as a piece sold as a second or as a floor sample with noted damage.

5.4 Care instructions. Care guidance for each material is published at biku.com.au/materials and supplied with your piece. Following it protects both the piece and your cover.

PART 6 — CHANGE OF MIND AND CANCELLING

6.1 The 48-hour cancellation window. You may cancel your order and receive a full refund if both:

(a) you tell us within 48 hours of placing the order; and (b) the goods have not yet left the supplier's or maker's warehouse.

Email hello@biku.com.au or telephone 1300 002 458. The time you send the email or make the call is the time of cancellation.

6.2 After 48 hours. Once 48 hours have passed the order is confirmed and cannot be cancelled. We have committed it to the maker or wholesaler, and for made-to-order pieces production may have begun.

6.3 If the goods have already gone. If the goods have left the supplier's or maker's warehouse, the order cannot be cancelled even if fewer than 48 hours have passed. Goods in transit cannot be recalled and the freight has been paid.

6.4 We will check for you. Where you ask to cancel within the window we will confirm with the supplier whether the goods have been despatched and tell you promptly.

6.5 No change-of-mind returns. We do not hold stock. Each piece is ordered in for you. We therefore do not offer a refund, exchange or credit because a piece does not suit your space, does not match your other furnishings, is a different colour in your light than you expected, or is no longer wanted.

6.6 This does not affect your legal rights. Clause 6.5 applies to change of mind only. Where goods are faulty, not of acceptable quality, or do not match their description, Parts 1 to 4 apply and your rights under the Australian Consumer Law are unaffected.

6.7 Before you order. Because change-of-mind returns are not available, we would rather you were certain. Order free fabric, leather and timber swatches and live with them in your own light. Check the dimensions against your space, allowing the 20mm tolerance. Book a complimentary consultation and a designer will check a piece against your plan at no cost.

6.8 If we cancel. Where we cancel an order under our terms, for example because a maker cannot supply or a price was obviously wrong, we refund you in full.

PART 7 — MEASURING, ACCESS AND ABORTED DELIVERIES

7.1 Measuring is your responsibility. Before you order, measure the piece against your space and against the path it has to travel to get there: the gate, the front door, every doorway, the hallway including its turns, the stairwell and its landings, and the lift including its door opening, interior depth and the distance to the opposite wall.

7.2 Where to find the dimensions. The width, depth and height of every piece are on its product page. Our measurements include overhangs, arms, outward curves and the deepest and widest points. Allow the 20mm handmade tolerance set out in our Terms of Sale.

7.3 Our measuring guide. We publish a step-by-step measuring guide and send it with your order confirmation. Use it. If you would like a hand, book a complimentary consultation and a designer will check the piece against your plan before you commit.

7.4 Tell us about access when you order. When you place your order we will ask you about anything that could make delivery difficult: parking and truck access, time limits, gated entry, a narrow road or driveway, stairs, and lift access. Answer these accurately. Our carriers plan the job from what you tell us.

7.5 If a piece will not fit. If a piece cannot be brought into your home because it will not pass through a doorway, hallway, stairwell or lift, that is not a fault in the piece. It is not covered by the consumer guarantees or by our additional warranty, and it is not a ground for return, refund or exchange.

7.6 Aborted deliveries. If the delivery team arrives and cannot complete the delivery because access is not as described, or because the piece will not fit, the delivery will be aborted. You are responsible for the cost of the aborted delivery and of any redelivery or return freight.

7.7 What we will do. We would much rather this never happened. Ask us before you order if you have any doubt at all about access, and we will work it through with you. It costs nothing and it takes ten minutes.

PART 8 — ESCALATION

8.1 Talk to us first. Most problems are resolved quickly by telling us. Email hello@biku.com.au or telephone 1300 002 458.

8.2 If we cannot agree. You may contact:

Queensland Office of Fair Trading Telephone 13 74 68 www.qld.gov.au/law/fair-trading

Australian Competition and Consumer Commission www.accc.gov.au

8.3 Nothing here limits that right. Nothing in this policy prevents you from exercising a right or remedy available under the Australian Consumer Law or from taking a complaint to a regulator or a court.

PART 9 — HOW TO CONTACT US

Biku Living & Design SLR Group Pty Ltd — ABN 44 635 191 007

Email: hello@biku.com.au Telephone: 1300 002 458 Postal: PO Box 9306, Gold Coast Mail Centre QLD 9726