Customer Care Options
Pricing and Taxes
The Décor Group exercises great caution to avoid errors in pricing and product information but we reserve the right to change the price of the product at any time without notice. All prices are in Australian Dollars (AUD) and are inclusive of GST. All stock is subject to availability.
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Payment Method
We accept the following methods of payment: Credit Card (Visa and MasterCard only).
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Credit Card Security
Protecting the safety of your credit card and personal information is important to us. Accordingly, we have implemented a number of security measures to maintain the security of our website.
We use the highest strength Secure Sockets Layer (SSL) 128 bit encryption to transmit your personal and credit card details with security and privacy. SSL is a sophisticated method of scrambling data as it travels from your computer to our website's servers.
Credit card payment is an automated process. Your credit cards details will be transmitted directly from our checkout to the Paypal/Verisign payment gateway which in turn routes your details securely through their network and onto your bank, which either authorises or declines the transaction.
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Shipping and Handling
Orders are generally dispatched within 48 hours using express couriers. Deliveries within Australia usually take between 3-7 working days (depending on the delivery address).
We recommend that you provide us with a daytime delivery address where someone will be available to accept the delivery, as a signature is normally required.
Unfortunately, at this time we do not offer a pre-calculated delivery rate to countries other than Australia.
Please note that The Decor Group cannot accept responsibility for delays in delivery that result from things outside our control (for instance unusual weather conditions and industrial action.)
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Return Policy
In accordance with the NSW Office of Fair Trading, a purchaser is not entitled to any exchange or refund following a change of mind or circumstance. The Décor Group will only refund faulty, damaged or incorrectly shipped products.
To receive a refund please contact us within 2 days for an RA upon taking ownership of the product. The product must be returned in its original, unmarked condition and packaging within 7 days for a full refund (shipping charge is not refundable). Products to be returned to the following address:
The Décor Group
Unit 5, 33/37 Blenheim Ave,
Rooty Hill, NSW, 2766
Your refund will be issued within 24 hours of receipt of the returned goods.
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Insurance
All shipping costs are inclusive of insurance.
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Warranty
The Décor Group guarantees to repair or replace any product with a manufacturing or material defect, for a period of one year from date of purchase. This is provided that the defect is not as a result of normal wear and tear, or a natural characteristic of the material used.
The furniture provided by The Décor Group is designed for specific environment. Furniture intended for the home is not recommended to be used in an office space as the warranty for home furniture does not cover products used for commercial purposes. Your furniture must be cared for in accordance with the care instructions on our web site. The warranty does not cover damage to furniture from misuse.
Please note there is a 3 years frame warranty on all of The Décor Group leather sofas and a 3 years component warranty on all TDG office chairs. This warranty is in addition to the rights granted by the Consumer Guarantees and Fair Trading Act 1993.
Please ensure that you keep your receipt in order to validate your warranty.
For warranty claims and general enquiries please contact The Décor Group on 1300 889 218 or e-mail us.
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Caring for your products
General care
- Indoor furniture must not be placed in direct sunlight as this may cause fabric, leather and other materials to fade or crack. Direct sunlight includes sunlight through a window - use curtains or blinds to protect your furniture.
- Furniture must not be placed too close to a heater or air conditioning vent as this may distort the material or surface finish.
- Never drag furniture; always lift it when relocating it around the home.
- Rotate cushions on a regular basis to even the wear and fading.
- Avoid sitting on the edges of cushions or arms, as this may cause distortion.
- Avoid standing or rocking on the back of the chair as it may weaken the structure and possibly cause joint failure.
- The use of floor protectors on the bottom of furniture (such as tables and chairs) will minimise damage to floor coverings.
- Use coasters, place mats, tablecloths and table runners to protect furniture surfaces.
- We guarantee the suitability of recommended care products only. Always read the manufacturer's instructions before using a cleaning product on your furniture and test in an inconspicuous area first.
Leather upholstery
- Leather is a natural product and variations in colour and texture are recognised as a feature.
- Leather upholstery is like your own skin. If you want it to look great with age, you must maintain its appearance with regular cleaning and moisturising.
- Where possible, rotate the cushions to even the wear.
- To ensure warranty validity, use only recommended leather care products and clean leather furniture every 8 - 12 weeks.
- Do not expose your furniture to prolonged periods of direct sunlight or place your furniture close to a radiator or similar heat source as they can fade and damage the leather (leave at least 20-30cm). In extreme climates you will need to moisturise the leather more often.
- Remove water based stains immediately as they will leave a mark if allowed to soak in.
- Any food oils spilt onto leather must be removed immediately as they can permanently bond with leather.
- Remove any body oils/fluids immediately as they can oxidize and change the colour of the leather.
- Dirt and grime can act as abrasives on leather. Use a soft untreated cloth, or a vacuum with a soft brush attachment. Use a leather protection cream to protect against stains and dirt; this will also improve durability and help keep the leather soft and supple.
- Do not use detergents or chemicals to clean your leather as these can cause damage and result in expensive repairs.
Synthetic finishes
- Melamine and vinyl are both examples of synthetic finishes.
- Dust the surfaces once a week with a damp cloth.
- Use warm, soapy water and a clean cloth to remove stubborn stains. Ensure the surface is completely dry after the stain is removed.
- Remove any liquid spills quickly as they can damage the composite material underneath.
- Avoid abrasive cleaners and cloths. Do not use timber polishes or waxes.
- Touch - up pens can be used to repair minor scratches.
- Do not place melamine furniture in high traffic areas where it can be knocked as melamine edges can chip easily.
- Vinyl can tear on hard contact with a sharp implement. This can be remedied by smoothing the surface and re-attaching with PVA glue.
- Always place coasters or heat mats underneath hot food or drink containers as vinyl is heat sensitive.
Metal finishes
- Dust regularly to avoid dirt build-up. Dust can cause the surface to pit.
- Do not use harsh abrasives to clean any metal surfaces.
- Repair damaged surfaces immediately to prevent the metal underneath from rusting.
- Powder coated finishes may be repaired using coloured or clear nail polish.
- Chrome and stainless steel products can be cleaned with a dedicated metal cleaning product. These are available at most supermarkets.
- Indoor furniture is not warranted for outdoor use as continual exposure in a damp or wet environment will cause corrosion.
Glass
- Dust with a soft, dry cloth frequently.
- Clean with a recognised glass cleaner carefully following the instructions on the bottle. Do not apply glass cleaners to surrounding surfaces or to the frosted side of frosted glass.
- Place any frosted glass frosted side down. Do not allow greasy or dirty items to come into contact with the frosted side As they can leave marks that are difficult to remove. Some minor marks can be removed with a cut, raw potato. Check in an inconspicuous area first.
- If glass is subjected to thermal or mechanical stress, it can be weakened and may break or shatter.
- Although tempered glass is up to four times stronger than normal glass it is not unbreakable and the same care must be applied.
- Use mats and coasters to protect glass from heat. Avoid using the glass as a chopping surface and do not allow sharp or hard objects to come into contact with it.
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