WARRANTY & PRODUCT CARE POLICY

This Warranty & Product Care Policy applies to Products supplied by Designed By Karo Pty Ltd (ABN 18 696 906 966) trading as Karo (Karo, we, us or our).

This Policy explains the care, use, installation and additional warranty conditions that may apply to Karo Products.

It should be read together with our Terms & Conditions, Returns, Shipping & Delivery Policy, applicable Product information and any care or installation instructions supplied with your Product.

Nothing in this Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

AUSTRALIAN CONSUMER LAW

Our Products come with guarantees that cannot be excluded under the Australian Consumer Law.

These guarantees may include that Products:

- are of acceptable quality;
- are fit for any purpose disclosed before purchase;
- match their description;
- match any sample or demonstration model;
- have clear title; and
- comply with any applicable express warranties.

Where a Product fails to comply with an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, compensation or another remedy depending on the circumstances and whether the failure is major or minor.

Consumer guarantee rights operate independently of any additional written warranty offered by Karo or a manufacturer and may continue to apply regardless of whether an additional warranty period has expired.

ADDITIONAL PRODUCT WARRANTIES

Some Products may be supplied with an additional written warranty from Karo or the Product's manufacturer.

Where an additional warranty applies, its:

- warranty period;
- coverage;
- conditions;
- exclusions; and
- claim process

will be stated on the applicable Product page, order documentation or warranty documentation supplied with the Product.

Any additional warranty operates alongside, and does not replace or limit, your rights and remedies under the Australian Consumer Law.

WARRANTY CLAIMS

If you believe a Product may have a fault or issue covered by an additional warranty or the Australian Consumer Law, please contact us at hi@designedbykaro.com.au.

Please provide:

- your order number;
- proof of purchase;
- a description of the issue;
- photographs or video showing the issue; and
- any other information reasonably required to assess the claim.

We may ask you to provide further photographs or information, return the Product or make it available for inspection.

Where continued use of a Product may be unsafe or may cause further damage, stop using the Product until the issue has been assessed.

WARRANTY EXCLUSIONS

Unless otherwise stated in the applicable warranty, an additional Karo or manufacturer warranty does not cover issues resulting from:

- normal wear and tear;
- reasonable natural variation in materials, colour, grain, texture or finish;
- natural ageing or changes caused by exposure to light or environmental conditions;
- accidental damage;
- misuse or neglect;
- improper storage;
- incorrect assembly, hanging or installation;
- failure to follow Product instructions or care information;
- unauthorised alteration, modification or repair;
- unsuitable cleaning products or cleaning methods;
- exposure to excessive moisture, sunlight, heat or unsuitable environmental conditions;
- commercial use of a Product described as being intended for residential use; or
- use of a Product in an environment or for a purpose for which it was not designed.

Whether a particular issue is covered will depend on the Product, the nature and cause of the issue, the terms of any applicable additional warranty and your rights under Australian law.

These exclusions apply to additional warranties only and do not exclude or restrict rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

MATERIALS & NATURAL VARIATION

Some Karo Products incorporate natural or variable materials, including timber, timber veneer, stone, glass, metal, fabric, ceramic and other natural or manufactured finishes.

Natural and manufactured materials may vary between Products and may differ from Website photographs, samples or display Products.

Variations may include differences in:

- colour and tone;
- timber grain, knots and figuring;
- stone veining and pattern;
- texture;
- reflectivity;
- surface movement;
- minor markings;
- welds, joins or construction details;
- patina; and
- handmade or hand-finished characteristics.

Reasonable variation inherent in a natural material, manufacturing process or hand-finishing process is not necessarily a defect.

Natural materials and finishes may also change over time due to:

- ageing;
- exposure to light;
- humidity;
- temperature;
- handling; and
- normal use.

This does not apply where a variation means that a Product does not comply with its description, an applicable sample, a disclosed purpose or an applicable consumer guarantee.

PRODUCT USE

Products must only be used for their stated or reasonably intended purpose.

Unless expressly described as suitable for outdoor, wet-area, commercial or high-traffic use, Products are intended for normal indoor residential use.

Before using or installing a Product, you should review:

- Product dimensions;
- weight;
- intended use;
- weight limits where applicable;
- assembly instructions;
- installation requirements; and
- care information.

Using a Product outside its stated purpose or recommended environment may result in damage and may affect coverage under any additional warranty.

GENERAL PRODUCT CARE

You must follow any Product-specific care instructions supplied with your Product or published on the Website.

To maintain the condition and longevity of your Product:

- use the Product only for its intended purpose;
- protect the Product from excessive moisture, heat, humidity or direct sunlight where the Product is not designed for those conditions;
- avoid abrasive or unsuitable cleaning products and cleaning methods;
- take reasonable care to avoid impacts, scratches and accidental damage;
- do not alter or modify the Product unless authorised by Karo;
- do not exceed stated weight limits;
- store Products appropriately where they are not in use; and
- attend to any loose, unstable or damaged components before continuing to use the Product.

Natural ageing, patina, variation and reasonable wear associated with normal use are not necessarily manufacturing defects.

TIMBER & TIMBER VENEER

Timber and timber veneer are natural materials and may display variation in colour, tone, grain, knots, figuring and texture.

These variations are part of the character of the material and may differ between individual Products or components of the same Product.

Timber finishes may naturally change in appearance over time as a result of exposure to light, humidity, temperature, handling and normal use.

Products incorporating timber or timber veneer should not be exposed to conditions for which they have not been designed, including excessive moisture or environmental extremes.

Always follow any Product-specific care instructions supplied by Karo.

MIRRORS & GLASS

Mirror and glass Products must be handled and installed carefully to avoid impact, scratching, chipping or breakage.

Do not use abrasive cleaning products or cleaning methods that may damage mirror, glass, frames, finishes or surrounding components.

Mirrors and glass Products should only be installed in locations and environments for which the Product has been designed.

Any wall-mounted mirror or glass Product must be securely installed in accordance with the Product instructions and the requirements of the wall or supporting structure.

METAL, STONE, CERAMIC & OTHER FINISHES

Products incorporating metal, stone, ceramic or other finished surfaces may display variations in colour, texture, reflectivity, surface movement, joins, markings or patina.

These characteristics may be inherent in the material or manufacturing process.

Care should be taken to avoid abrasive or unsuitable cleaning methods, excessive impact and environmental conditions for which the Product has not been designed.

Always follow any Product-specific care information supplied with the Product.

ASSEMBLY & INSTALLATION

Some Products may require assembly, securing, hanging or installation.

You must follow all assembly, installation and safety instructions supplied with the Product.

Where a Product requires wall mounting or fixing, you are responsible for ensuring that:

- the wall or supporting structure is suitable;
- the Product can be safely supported;
- appropriate fixings are selected for the wall type and Product weight;
- concealed pipes, cables and structural elements are identified;
- any specified clearances are observed; and
- installation is performed by a suitably qualified or experienced person where appropriate.

Fixings supplied with a Product may not be suitable for every wall, surface or installation condition.

Karo is not responsible for damage, failure, injury or loss caused by:

- incorrect assembly or installation;
- unsuitable fixings;
- inadequate wall or structural support;
- failure to follow instructions;
- unauthorised modification;
- exceeding stated weight limits;
- misuse;
- moving a Product incorrectly; or
- using a Product for a purpose for which it was not designed,

except to the extent the damage, failure, injury or loss was caused or contributed to by Karo's negligence, breach of law or failure to comply with an applicable consumer guarantee.

FREESTANDING PRODUCTS & ANTI-TIP SAFETY

Customers must take appropriate precautions with freestanding furniture, mirrors, cabinets and other Products that may tip, fall or become unstable.

Where an anchoring or anti-tip system is recommended or supplied, it should be installed in accordance with the applicable instructions.

You are responsible for ensuring that the surrounding surface, wall or structure is suitable for any required anchoring.

DAMAGE CAUSED AFTER DELIVERY

Damage resulting from events occurring after delivery may not constitute a Product defect.

This may include damage caused by:

- accidental impact;
- incorrect transport or moving;
- incorrect installation;
- misuse;
- neglect;
- inappropriate storage;
- environmental exposure;
- unsuitable cleaning;
- unauthorised modification; or
- failure to follow care instructions.

Where you believe damage existed at the time of delivery or occurred during transit, please refer to our Returns, Shipping & Delivery Policy.

FAULTY PRODUCTS

If you believe a Product is faulty, unsafe or does not meet an applicable consumer guarantee, contact Karo at hi@designedbykaro.com.au.

Do not continue using a Product where doing so may cause injury, further damage or create a safety risk.

Karo may inspect or assess the Product before determining the appropriate remedy.

Where a Product is confirmed to have a failure covered by the Australian Consumer Law, Karo will provide an appropriate remedy and bear reasonable return or collection costs where required by law.

CONTACT US

For warranty claims, Product-care questions or assistance with installation and use requirements, please contact:

Designed By Karo Pty Ltd
Trading as Karo
ABN: 18 696 906 966
Email: hi@designedbykaro.com.au
341 Macquarie St, South Hobart TAS 7004
www.designedbykaro.com.au