Returns

Loam would like you to be completely satisfied with your purchase.

We recommend the inspection of any items immediately at the time of delivery to ensure you are completely satisfied with the items, including that the items are of acceptable quality, and match the description we have provided to you.

If items are being collected from our showroom or warehouse, we also recommend inspection of these items prior to leaving the place of collection.

Unless covered by the Loam Warranty policy, all product returns are at the absolute discretion of Loam and is subject to management approval. Unfortunately, we can not accept returns due to change of mind unless agreed to in writing by Loam Management. Loam reserves the right to charge a restocking/handling fee of 10% of the RRP of the items being returned.

Any delivery charges are non-refundable once delivery has already occurred.

Order Cancellation

In the event an order needs to be cancelled, a cancellation fee of 10% of the invoice is payable on cancellation. Where production has already commenced, your deposit is rendered non-refundable to the maximum of 50% of the RRP of the item being cancelled.

Clearance Items

Subject to the Australian Consumer Law, any products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to your attention prior to purchase is not returnable.

Manufacturer warranties will vary depending on the products purchased and can be accessed on the relevant brands’ own website. For information on how to access this information, please contact a Loam representative.

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.

Warranty

Customers who have purchased products from Loam Australia and experience product failure within the manufacturer warranty period may be entitled to make a warranty claim to cover the costs of repair or replacement of the product.

Loam Australia will manage the warranty claim process on behalf of the customer and final decision on the warranty claim sits with the manufacturer. Custom fabric or leather that is applied to products that has not been supplied by the product manufacturer will be subject to warranties provided by the fabric/leather manufacturer and will not be covered by product manufacturer warranties.

If Loam Australia has supplied the fabric/leather, please contact our customer service team for warranty details. Customers who have provided their own fabric/leather will need to contact their supplier for warranty issues relating to fabric/leather. To make a warranty claim, please ensure you have the following information.

This will assist in expediting the warranty claim:

• Proof of purchase (copy of invoice, point of sale receipt or sales order); Image and description of fault
• Address where the product is currently located; Contact details of the claimant (must correspond to the purchaser’s details)

Please note that manufacturer warranties only apply to original purchasers. Where a product has been purchased second hand, Loam Australia and the manufacturer will no longer be liable for claims against product warranties. This does not affect any rights or remedies to which you may be entitled under the Australian Consumer Law.

Once these details have been obtained, please contact Loam Australia on 08 6146 0399 or via email, info@loam.com.au.

Our service department will usually respond within 5 working days. Given the nature of the products sold and location of our manufacturing partners, warranty claims are usually finalised within 30 days if the parts are located in Australia. However if the product requires repair using parts that need to be sourced internationally or the product needs to be replaced, this could take up to 3 months.

Note that the customer is responsible for the cost of delivering the product to their nearest Loam Australia store and picking up once the warranty process is complete. If the warranty claim is approved by the manufacturer, the costs of providing the remedies as set out in the manufacturer’s Express Warranty will be covered by the manufacturer or Loam Australia.