Warranty
Your Consumer Rights
Your rights are protected by Australian Consumer Law and cannot be excluded.
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.
Lifetime Warranty on En Gold Products
All En Gold branded designs purchased directly from www.engold.com.au come with our lifetime structural and hardware manufacturing warranty. This warranty reflects our belief in enduring craftsmanship and operates in addition to your consumer guarantee rights, which may extend well beyond our warranty terms depending on the type and price of the product.
Effective Date
Applies to all En Gold products purchased from January 1, 2025, forward.
Non En Gold Products: Third-party homewares and products not manufactured by En Gold are covered by a 12-month manufacturing defect warranty in addition to your consumer guarantee rights.
Eligibility
- Valid for the original retail purchaser only
- Non-transferable and applicable to residential use under normal conditions
- Must be purchased directly from En Gold Australia
What's Covered – Lifetime Warranty
Internal Structure
- Solid wood frames, timber joinery, brackets, and leg attachments
- Hardware: Screws, bolts, and fixings integral to structural function
- Iron or metal elements: Structural welds and frameworks
What's Not Covered – Exclusions
Cosmetic & Wear-Related
- Surface scratches, scuffs, or stains from use, cleaning agents, or environmental exposure
- Changes in patina, texture, or finish due to natural aging
- Discoloration from sunlight, moisture, or improper storage
Upholstery & Contents
- Fabrics, cushions, foam fillings, or materials subject to natural wear
- Pilling, fading, or stretching of fabric
Stone & Marble-Specific Exclusions
- Chips, cracks, or breakage caused by mishandling, improper installation, movement, or customer damage
- Natural variations in stone (holes, dips, veining, texture, color, porosity) are celebrated characteristics, not defects
- Filled and unfilled holes and veins are part of the product's natural character
- Hand-crafted characteristics, including uneven surfaces, slight edging variations, or angled silhouettes
- Staining or etching from spills (wine, citrus, oils, acids), especially on unsealed surfaces or from improper cleaning
- Fractures or breaks from mishandling, overloading, or impact
When You're Entitled to a Remedy
Under Australian Consumer Law, you have the right to a remedy when your En Gold piece:
- Has a problem that would have stopped you from buying it if you had known about it
- Is significantly different from the description or sample
- Is unfit for its intended purpose or a purpose you made known to us
- Does not match the quality that a reasonable person would expect
- Has multiple minor problems that, together, create a major failure
Your Choice of Remedy
For major failures, you can choose:
- A full refund of the purchase price
- A replacement with an identical or substantially similar piece
For non-major failures, we may choose to:
- Repair the piece at no cost to you
- Replace it with an identical or substantially similar piece
- Provide a full refund
If a repair fails or takes an unreasonable time, you can then choose your preferred remedy.
Claims Process
What You Need to Provide
- Claims must be submitted with original proof of purchase
- Defects should be reported as soon as they are identified
- En Gold will assess and determine whether repair or replacement will be offered
Assessment and Resolution
- If identical materials or parts are unavailable, we may offer a comparable alternative
- Replacement parts or products are covered for the remainder of the original warranty period
- En Gold will work with you to ensure complete satisfaction with your piece
Warranty Will Be Void If
- The product is used in non-residential, commercial, or rental settings
- The product is altered, disassembled, or modified after delivery
- Damage results from misuse, neglect, impact, dragging, improper assembly, or relocation
- Products are not cared for in accordance with En Gold's care guide
- Unauthorised repairs, alterations, or modifications are made
- Toxic cleaning products not specifically recommended by En Gold are used
- Damage is caused by household pets, pests, mice, cockroaches, termites, or other insects
- Damage is caused by fire or natural disaster
- The product is used in a non-household setting
Additional Exclusions
The following are not covered under our change of mind returns (consumer guarantee rights always apply):
- Damage caused by misuse, accidents, or normal wear and tear
- Custom modifications made after delivery
- Items damaged during customer transport
- Archive Collection items (change of mind only - guarantee rights always apply)
Duration
The warranty period starts from the confirmed date the item was delivered to the purchaser's address.
How to Make a Claim
In the rare event you have a faulty or damaged product, please fill out our Warranty Claims Form providing:
- Image(s) of the damage
- Order number
- Any supporting details
You can also contact our team:
Phone: 03 7009 0990
Email: hello@engold.com.au
Our Commitment
Every En Gold piece is handcrafted with skill using traditional techniques and natural materials. We're confident in our quality, but if something isn't right, we're here to make it right.
Our experienced team will work with you to ensure you're completely satisfied with your En Gold piece.
A Note from En Gold
We understand accidents happen, and it is heartbreaking when breakages do occur. If an incident does occur, we are happy to provide stonemason recommendations that may be able to assist in repairing your product.
Australian Consumer Law Information: This policy complies with Australian Consumer Law. For more information about your consumer rights, visit consumer.gov.au or contact your local consumer protection agency.
Questions about your rights or our policy? Our team is always here to help.
