Warranty & Claims
Our products 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 they fail to be of acceptable quality and the failure does not amount to a major failure.
The warranty described on this page is offered by HAY in addition to, and does not limit or replace, your rights under the Australian Consumer Law.
Warranty
HAY is dedicated to design and produce durable furniture which is designed to last. HAY puts great effort into choosing materials of high quality which help to secure the long life span of the products.
HAY provides a 10-year product warranty, which covers materials and workmanship on our furniture frame and upholstery and a 2-year warranty on lighting. The warranty covers faults which were present at the time of purchase or which have occurred as a result of defects present at the time of purchase.
The extended 10-year warranty period is calculated from the date on the original invoice and is applicable for eligible products purchased from May 1 2025. For earlier purchases, please refer to your invoice/sales order for warranty terms.
The product warranty does not apply in the following situations (the list is non-exhaustive):
- If the product has been stored, assembled or maintained wrongly
- If the product has been abused, misused or cleaned using wrong cleaning methods
- If the product has been altered or repaired by anyone else than HAY
- If a product deviates from a colour sample, sample of wood or other kind of sample as such samples can only be considered as a guiding example
- Damage due to normal wear and tear, cuts or scratches or damages caused by impact or accidents
- In cases of consequential or incidental damage
- If replacement of gliders is needed and/or in case of damage due to lack of replacement of gliders
- If the product has been placed outdoors or in a humid environment. This exception does not apply to outdoor collections.
Hay Accessories do not have a warranty period.
***** Product warranty does not apply to HAY’s accessories, and rugs, Crate and Weekday collections and it does not apply to separately purchased parts or spare parts.
Claims
Should you encounter any issues with a received item, we kindly request you to reach out to our team as soon as possible after identifying the problem.
To facilitate a seamless resolution, our customer service team requests the following details to process your claim:
- Order number
- Photograph of the packaging (where possible)
- Photograph of any labels affixed to the packaging
- Photograph highlighting the area of the detected fault
Furthermore, it's important to recognise that natural materials, such as timber or marble, may exhibit variations in grain, colour, and texture. These inherent discrepancies are not indicative of a fault and are a product of the natural materials used.
HAY Accessories are not covered by our voluntary warranty. Your rights under the Australian Consumer Law still apply.