If you purchase a product from James Lane, you expect it to arrive in perfect condition and work as intended. Occasionally, products may be damaged, faulty, or not meet expectations. This guide explains the warranty and damage claim process for these two retailers, including what information is required, how claims are assessed, and the possible outcomes.
1. What Is a Warranty?
A warranty is a promise from the manufacturer that a product will function as described for a specific period. If a defect arises, customers may be entitled to a repair, replacement, or refund, depending on the circumstances.
- Manufacturer’s Warranty – Covers defects in materials or workmanship.
2. What’s Covered Under Warranty?
Warranties generally cover:
- Manufacturing defects or faulty workmanship
- Parts that fail under normal use
-
Electrical or mechanical faults
They do not cover:
- Damage caused by misuse, neglect, or accidental impact
- Normal wear and tear
- Unauthorised modifications or repairs
- Product variations or change of mind – these are not covered under the manufacturer's warranty and cannot be lodged as a claim
- Damage from sunlight, heat, moisture, or liquids
- Items sold “as-is” or on clearance/ Floor Stock
- Commercial or rental use
Always check your product’s warranty terms and conditions for exact coverage.
3. The following warranty period applies to each product category:
(unless otherwise specified)
Upholstered Sofas & Lounges:
(Sofas, Recliners, Sofa beds, Armchairs, Ottomans, Modular Sofas, Chaise/Terminal Lounges)
- Structural timber frame: 10 years
- Fabric or leather upholstery: 2 years
- Springs: 2 years
- Seat, back, side & scatter cushions: 2 years
- Recliner mechanisms (including springs, motor, electrical components): 2 years
-
Legs: 2 years
Occasional & Accent Chairs
-
All components: 1 year
Removable Bed, Sofa & Ottoman Covers
-
All components: 1 year
Bedroom Furniture
(Beds, Bed bases, Ensemble Bases, Bedside Tables, Tallboys, Dressers, Bed Heads & Desks)
-
All components: 1 year
House Furniture
(Buffets, Bar Cabinets & Carts, Coffee Tables, Side Tables, Console Tables, TV Units, Bookcases & Shelves)
-
All components: 1 year
Dining Furniture
(Dining Tables, Dining Chairs, Bar & Counter Stools, Dining Benches)
-
All components: 1 year
Mattresses
-
Springs, foams & padding: 10 years
Homewares
(Floor Rugs, Wall & Floor Mirrors, Wall Art, Vases, Clocks)
- All components: 1 year
4. Warranty Start Date
The warranty period begins on the date of delivery / collection, as shown on your invoice or receipt.
5. Reporting a Warranty or Damage Issue
Step 1: Gather Required Information
Before submitting a claim, you must provide the following. Claims cannot be processed without this information:
- Clear pictures of the full product
- Clear pictures of the affected area or issue
- PO (Purchase Order) or Batch Number of the product (located on the box or product)
- Proof of purchase (receipt or order number)
- A clear description of the issue
Please note: No items are to be disposed of without direct approval from the Warranty and Claims Department.
Step 2: Assessment
Once submitted, our team will assess the claim, which may involve:
- Reviewing photos or videos
- Requesting the return of the product for inspection
- Liaising with stores or other departments for further evaluation
6. Resolution Options
The resolution depends on the type of damage and the reason for the claim. Options include:
-
Compensation to keep the item
- For minor damage that does not affect usability, partial compensation or store credit may be offered.
-
Replacement of the item
- For defective or significantly damaged products, a replacement may be provided.
-
Refund
- In some cases, a full or partial refund may be issued if the item cannot be repaired or replaced. However, this is not the first option offered.
7. Damage During Delivery
If an item arrives damaged, contact the retailer as soon as possible—preferably within 7 days of delivery. Provide photos of the product and packaging. Once the damage is verified, the retailer may offer compensation, a replacement, or a refund, depending on the situation.
8. How to Submit a Claim
When submitting a warranty or damaged goods claim for Sleeping Giant, you will need to complete our online request forms and provide all required details. Claims cannot be processed without this information.
Required Information for Both Retailers
-
Select Issue Type
- Choose “Warranty / Damaged Goods Request.”
-
Customer Details
- Email address
- Full Name
- Phone Number
- Address
-
Purchase Details
- Invoice Number
- Store Location of Purchase
- Order Date
- Delivery Date
-
Product Details
- Product Name
- PO / Batch Number (found on the product or packaging; required)
- Product Quantity
- Reason for Claim / Product Fault – clear description of the issue
-
Confirmation
- Confirm that photos of the product are attached.
-
Additional Information (optional)
- Any extra details relevant to the claim.
-
Attachments
- Upload clear photos showing the full product and the affected area/issue.
- Include images for all products being claimed.
- Image of the PO (Purchase Order) or Batch Number of the product (located on the box or product)
-
Multiple Products
- You can add multiple products in a single submission if necessary.
Where to Submit
- James Lane: Warranty / Damaged Goods Request form
Once submitted, we will assess your claim. Resolution options may include compensation to keep the item, replacement, or refund, depending on the type of damage and reason for the claim.
9.Locating the Product PO / Batch Number
The PO / Batch number is essential for warranty claims. Please locate the number on the product or packaging as described below before lodging a warranty claim. Each label consists of 5 numbers starting with 5, 6, or 7.
Sofas: Underneath the module
Furniture: On the back or underneath the unit
Bed Frames: On the side rail of the bed/base or on the back of the Bed Head
Mirrors / Wall Art: On the back of the item
Table Tops: Underneath the tabletop
Dining Chairs: Underneath the seat of the chair
Rugs: On the underside of the rug
Lamps, Vases, and Other Homewares: On the base of the item
10. Tips for a Smooth Claim
- Keep your receipt and any correspondence.
- Report issues promptly
- Follow the care and usage instructions to avoid voiding your warranty.
- Be clear, polite, and detailed in your communication.
- Attach high-quality photos showing the fault, packaging, and delivery condition.
- Always include the PO/Batch number—claims without it cannot be processed.
- Do not dispose of the item without direct approval from the Warranty and Claims Department.
11. Consumer Rights
In Australia, consumer rights under Australian Consumer Law (ACL) apply in addition to any manufacturer warranty. This means you may still be entitled to a remedy if the product fails to meet acceptable quality standards, even after the warranty period.
Summary
Understanding the warranty and damage claim process for James Lane helps ensure you receive fair treatment and timely resolution. Keep records, act quickly, and know your rights—this simple preparation can make the difference between frustration and a smooth, positive outcome.