Terms & Conditions

Orders & Custom-Made Products

Many CASA SOFT products are individually made to order. Customers are responsible for confirming all order details before production, including product model, dimensions, configuration, fabric, colour, leg or base selection and other custom specifications.

Once production or material ordering has commenced, changes or cancellations may not be possible or may incur reasonable costs based on work completed, materials ordered and other costs incurred. Reasonable minor variations in dimensions, stitching, cushion shape, fabric tension, colour, texture and pattern placement may occur due to the nature of custom upholstery and materials.

Payment

A deposit may be required to confirm an order and commence production or material ordering. Unless otherwise agreed, the balance is payable before delivery or collection.

Change of Mind

CASA SOFT is not required to provide a refund or exchange for a change of mind, including where a customer later decides that the selected size, configuration, fabric or colour is unsuitable. This is particularly relevant to custom-made products manufactured to the customer's specifications.

Fabrics & Dimensions

Fabric colours, textures and patterns may vary slightly between samples and production batches. Product dimensions are approximate unless specifically agreed otherwise in writing. Reasonable minor variations may occur with handmade upholstered furniture. Customers are responsible for checking product dimensions and ensuring suitable access for delivery.

Lead Times & Delivery

Production and delivery timeframes are estimates unless otherwise agreed in writing. Delays may occur due to fabric or material availability, suppliers, transport or circumstances outside our reasonable control. Additional charges may apply for difficult access, additional labour, redelivery or storage where reasonably required and advised to the customer.

Product Care & Warranty

Furniture should be used and maintained in accordance with our Product Care & Warranty guidelines.

Returns, Repairs & Claims

If there is a concern with a product, please contact CASA SOFT with the paperwork, a description of the issue and clear photographs or video where appropriate. CASA SOFT may inspect or assess the furniture before determining the appropriate response. Where a product fails to meet a consumer guarantee under the Australian Consumer Law, the customer may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.

Commercial Orders

Products supplied for commercial, hospitality, rental or other high-use applications may be subject to different specifications, pricing, warranty conditions and usage requirements. Any specific commercial terms agreed in writing for an order will apply in addition to these Terms & Conditions.

Australian Consumer Law

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 provided under CASA SOFT’s manufacturer’s warranty are in addition to other rights and remedies available to consumers under the Australian Consumer Law.