Warranty Policy

Warranty Policy | Loden Living

The Loden Promise: Your Sanctuary Protected

At Loden Living, we believe in the ‘Architecture of Home’, a commitment to structural integrity and material permanence. We want you to feel complete confidence in the foundational pillars you bring into your sanctuary.

All products curated by Loden Living come with guarantees that cannot be excluded under the Australian Consumer Law. Our Warranty Policy is designed to provide additional peace of mind without limiting any rights or remedies you have under Australian law.

1. Standard 12-Month Warranty: In addition to your rights under the Australian Consumer Law, Loden Living offers a 12-month limited warranty on all products. This warranty ensures your items are free from defects in materials and workmanship under normal domestic use.

Please note:

  • Certain products may feature an extended manufacturer’s warranty beyond 12 months (this will be noted on the specific product listing).
  • Accessories or bonus gifts provided with a purchase are not covered by this 12-month warranty.

2. What is Not Covered: To maintain the ‘quiet luxury’ and longevity of your sanctuary, proper care is essential. This warranty does not cover:

  • Normal wear and tear over time.
  • Damage arising from improper assembly or modification of the product.
  • Damage resulting from abnormal use, abuse, or negligence.
  • Damage, wear, and tear caused by improper maintenance or lack of care (e.g., failing to care for timber, leather, or fabric according to our guidelines).
  • Damage to external product packaging only.
  • Commercial use of non-commercial equipment.
  • Damage caused by unattended children or pets.

3. Lodging a Warranty Claim: If a piece in your collection is found to be faulty, damaged, or has missing parts, please contact our team immediately at desmond@lodenliving.com.au.

To process your claim efficiently, please provide:

  • Your Order Number.
  • A brief explanation of the fault or missing part.
  • High-quality images or video clearly showing the fault, the product in its original packaging (if applicable), and the instruction manual with the specific part circled.
  • Please do not dispose of any items or packaging until the claim has been finalised, as we may require an inspection. Do not return the product to us unless specifically instructed by the Loden Living team.

4. Resolution Process: We assess every claim on a case-by-case basis. Depending on the nature of the fault, we may:

  • Send missing parts or hardware.
  • Suggest a method of self-repair.
  • Replace the product (subject to availability).
  • Offer a suitable alternative or a partial/full refund or credit.

5. Delivery & Dispatch Issues

  • Missing Items: If an item is missing from your delivery, please notify us within 10 days of the dispatch date.
  • Incorrect Items: If you receive an item that does not match your order, please notify us within 7 days. We will arrange a return label and dispatch the correct item.
  • Damaged on Arrival: If your item arrives with transit damage, please notify us within 10 business days of delivery.

Structured for Living. Styled for Life.