We encourage you to take your time in deciding on your purchase as we do not offer refunds, exchanges or returns for change of mind in accordance with Australian Consumer Law. This includes orders which have not been shipped.
We realise that online shopping carries various risks related to dimensions, colours, materials and textures. We thus encourage and welcome you to please visit our Newcastle showroom before you purchase. Alternatively, if you are unable to visit our showroom, we would be more than delighted to have a video call so we can show you our products in our showrooms and further explain in more detail the colours, materials and textures of each product before you purchase.
Please understand that all images used are for illustration purposes only.
Every effort is made from our end to be as transparent about the colours/finishes and textures, and as such, we do not offer refunds or returns based on the above or any disputes related to colours/materials/textures. Dimensions are approximations to their nearest accuracy and can slightly vary due to the nature of manufacturing.
Whilst we do not offer returns based on change of mind, Pure White Lines has the right to assess this on a case-by-case basis.
Subject to the rights and remedies provided by the Australian Consumer Law:
We reserve the right to cancel an order, even after acceptance, if it becomes necessary due to unforeseen supply shortages or similar circumstances.
Once your order has been accepted, cancellations are generally not permitted. Any exception to this policy will be granted solely at our discretion and only in very limited and exceptional situations.
We do not allow cancellations, refunds, or exchanges for ex-rental items, clearance stock, floor models, or any goods that are customised, bespoke, or otherwise made to your specific requirements.
If we agree to cancel an order for standard, stocked items (not customised), a Store Credit will be issued, minus a 25% restocking fee to cover administrative and handling expenses.
Pure white lines offers warranties for items to be free from defects in materials and workmanship in accordance with and in addition to the standards required by Australian Consumer Law.
Tables: 6-year Structural Warranty
Sofas & Beds: 6-year Structural Warranty
Dining chairs: 6-year Structural Warranty
Outdoor: 3 Year Structural Warranty
Lighting: 3 Year Structural Warranty
Structural warranties ensure an item/s are free from defects on structural elements such as the frame and structural integrity. This does not include ex-display items or items purchased unboxed or used.
Customers may be required to provide evidence (such as photos) to substantiate their warranty claim. Upon approval, Pure White Lines Australia will replace or repair the defect and ensure it is fit for purpose. Normal wear & tear, damage arising from abnormal use or abuse, products which have not been maintained, or have been modified and any indirect or consequential loss is not covered by the warranty. Minor variations in advertised size, colour or appearance are not covered by this warranty.
Should a product arrive faulty or defective upon receipt, Pure White Lines Australia will repair the defect free of charge. Where a product is deemed by Pure White Lines to be in a state of unrepair or the damage is considered major, we will replace the product free of charge to the customer. If a replacement product is not available, the customer, upon returning the product, will receive a full refund. The freight costs incurred to return a damaged or defective product will not be charged or payable by the customer.
Damaged goods must be notified to Pure White Lines Australia in a timely manner upon receipt of your goods, and Pure White Lines Australia may require the customer to provide proof of damage. Should an item be stored after our delivery or unpacked and assembled by any party other than PWL’s nominated logistics provider, minor, non-structural damage might be deemed as general wear and tear or negligent use.
The following are not covered by our warranty and considered general wear and tear, and in certain cases, negligent use:
Fabric:
Stains, marks, tears, rips, rips in stitching, colour alteration over time, softening, pleating, and loosening.
Leather:
Scratches, stains, oil marks, softening, creasing, pleating, loosening, and discolouring over time.
Seating:
Softening, shape changing over time.
Stone, wood, concrete, resin:
Scratches, chips, cracks, stains, marks, dents, and lessening of protective sealant.
Glass and Mirrors:
Cracks, scratches, chips, marks, stains.
Negligent use is defined as using the item for purposes not intended for or advertised for the item or material. This includes failure to follow care instructions or performing care/cleaning methods that are not recommended or stated to avoid.
Unless otherwise specified, all products are intended for indoor use only. Products which have been used in an outdoor capacity and are exposed to outdoor elements, whether undercover or covered, will not be covered by the warranty.
Minor variations in advertised size, colour or appearance are not covered by this warranty.
The warranty period commences on the date the item is delivered by the courier and POD signed, or the purchase date when customers elect to pick up or purchase directly from the showroom or warehouse.
Customers are required to provide proof of purchase when lodging a warranty claim. All Warranty claims should be emailed to: [email protected]
Warranties are not transferable and are only available to the customer or designer who made the purchase.
Our extended warranty does not apply to items purchased as ex-display or imperfect.
How long do I have to report a defect/damage after delivery?
Please check your products thoroughly on arrival and ensure you are satisfied as we cannot entertain any complaints thereafter, once our transport company has left your premises. You will be given a 48-hour period to report any damages. If you require the item to be stored for an additional time period, we ensure that the item/s are checked upon arrival, as we cannot be held liable for any damages that may occur in your own storage or possession.
Is it normal to see slight cracks and holes in stone, concrete and/or marble?
Yes, this is normal and characteristic of natural material. In fact, this is what differentiates between genuine and artificial products. Holes and cracks should not be considered defective, and non-structural hairline cracks can be present or occur over time.
Is your furniture suitable for commercial use?
Yes, most of our items are suitable for commercial use and state accordingly.
Is it normal for wood to crack?
It is an inherent feature of solid wood to breathe and expand/contract as the weather changes. This natural process can sometimes cause cracks in solid wood and is an acceptable feature of the material.
Company Details
Registered company name: Pure White Lines Australia
Registered company number: ABN-31663937049
Registered company address: 5 Pell Street, Newcastle, Merewether, NSW 2291 .
Customer Care number: +61 (0) 0411568869
