Faulty or Damaged Goods

Faulty or Damaged Goods

We’re sorry to hear there’s an issue with your order. Our Customer Care team is here to help and will work with you to resolve it as quickly as possible.

Please check your order before assembly or installation

We recommend inspecting your furniture as soon as it arrives and before assembly, installation or engaging an installer.

Identifying any damage, missing parts or incorrect components early gives us the opportunity to resolve the issue before installation begins.

INSPECT

Open the cartons and check your product and components.

PHOTOGRAPH

If you find an issue, take photos of the complete product, affected area and packaging.

KEEP

Keep the affected product, components and packaging until your claim has been assessed.

CONTACT US

Send us your order number, photos and a brief description of the issue.

Using a Professional Installer?

Please inspect your furniture BEFORE your installer arrives.

If you are arranging your own installer, please open and inspect all cartons and components before the installation appointment.

Occasionally, an item may be damaged during transport or a component may need replacing. Identifying this beforehand gives us the opportunity to resolve the issue and can prevent an unnecessary installer call-out or return visit.

IMPORTANT: Where a third-party installer has been independently engaged by you, Modern Furniture cannot accept responsibility for additional installer charges, call-out fees or return visits resulting from the furniture not being inspected before installation, except where required by law.

If something doesn’t look right, contact us before installation. We’re happy to assist.

Reporting a Fault or Damage

To help us assess and resolve your issue quickly, please provide:

  • Your order or invoice number
  • A zoomed-out photo showing the complete product
  • Clear close-up photos of the fault or damage
  • A photo from another angle, where possible
  • Photos of the carton and internal packaging, particularly for transit damage
  • The part or carton number, where available
  • A brief description of the issue

Why do we need a zoomed-out photo?

A close-up shows us the damage, but it may not tell us which component or section of the product is affected.

A photo showing the complete product or component helps us identify the correct replacement part and resolve your claim more quickly.

Please keep the product and packaging

Please don't dispose of the affected product, components or packaging while your claim is being assessed.

For some claims, we may request additional photographs, original image files, packaging details or a short video to help us identify the issue and determine the appropriate solution.

What Happens Next?

Once we have the required information, our Customer Care team will assess the issue and determine the most appropriate solution.

Depending on the circumstances, this may include:

REPLACEMENT PART → REPLACEMENT SECTION → REPLACEMENT CARTON → REPAIR OR OTHER REMEDY → REPLACEMENT PRODUCT / REFUND WHERE APPLICABLE

Not every issue requires the complete product to be replaced.

Many of our products consist of individual replaceable components or are supplied across multiple cartons. Where an issue is isolated to a particular component, we will generally seek to replace the affected part, section or carton, where appropriate.

This is often the quickest and most practical way to resolve the issue.

Products with Multiple Parts or Cartons

If only part of your product is faulty or damaged, we may only need to replace the affected component or carton rather than the entire product.

To help us identify the correct replacement, we may ask for:

  • A zoomed-out photo of the product
  • A close-up of the affected component
  • The relevant part number
  • The carton number or carton label
  • A photo of the assembly instructions showing the affected part

With your assistance in identifying the affected component, we can usually arrange the required replacement without collecting or replacing the complete consignment.

This means you can retain all unaffected parts while we arrange the replacement component.

WOODFLEX® Sectional Panel Replacement

Some WOODFLEX® products are specifically designed as sectional or modular panels, with individual sections or slats joining together to create a continuous finished surface.

If a sectional panel arrives with an isolated defect, corner or edge damage, or damage affecting only part of the panel, we will, where practical and appropriate, provide a proportional replacement section or replacement slats for the affected area rather than replacing the entire panel.

This is because the sectional design allows individual sections to be joined seamlessly, making replacement of unaffected sections unnecessary.

This approach provides a practical solution while avoiding unnecessary handling, transportation and replacement of unaffected material.

Before installing WOODFLEX®

Please inspect your panels before cutting, modifying, adhering or installing them.

If you identify an issue:

  • Stop installation of the affected panel
  • Take a zoomed-out photo of the entire panel
  • Take clear close-up photos of the affected area
  • Photograph the carton and packaging where relevant
  • Contact us before cutting, modifying or installing the affected section

Our team will assess the issue and advise whether a replacement panel, section, slat or other appropriate remedy is required.

Discovered Damage During Assembly?

If you discover a fault, damage or incorrect component while assembling your furniture, please stop assembling the affected area and contact us before proceeding.

Continuing to assemble, install or modify a component after discovering an issue may cause further damage and can make it more difficult to determine what has occurred.

Take a few clear photographs and contact our Customer Care team. We'll advise you on the next step.

Was Your Packaging Damaged?

If your carton arrives visibly damaged:

1. Photograph the carton before opening it.
2. Where possible, advise the delivery driver of the visible damage.
3. Carefully inspect the product inside.
4. Keep the carton and internal packaging.
5. Contact us promptly if the product has also been damaged.

A damaged carton does not necessarily mean the furniture inside has been damaged, so please inspect the product itself before submitting a claim.

Replacement Parts & Collections

If we arrange a replacement component, we may require the faulty or damaged component to be returned.

Where a collection is required, the product or component must be safely and adequately packaged for courier transport, together with any relevant parts or accessories we ask you to return.

Please use the original packaging where reasonably possible.

Please don't assemble items that may need to be returned.

If you have identified a fault or damage, please do not assemble, partially assemble, modify or dispose of the affected component unless instructed by our Customer Care team.

Assembled or partially assembled furniture can be difficult to transport safely and may sustain additional damage during collection.

Our team will let you know if collection is required and what needs to be packaged for return.

Your Consumer Rights

Nothing on this page is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.

Where a product has a fault, defect or other issue covered by applicable consumer guarantees, Modern Furniture will provide an appropriate remedy in accordance with its obligations under Australian Consumer Law.

Need Help?

Our Customer Care team is here to assist.

Having your order number and photographs ready will help us resolve your enquiry as quickly as possible.

Email: support@modernfurniture.com.au
Phone: 1300 557 679