If your enquiry relates to a product or gift card purchased prior to 9th July 2019 it is important to note that the business with which you transacted was a different entity to the business which has been trading under the John Cootes brand from 9th July 2019 onward.

 

Prior to 9th July 2019, JCF Management Pty Ltd  ACN 155 119 645 operated the John Cootes Furniture business and website. 

The customer service team at johncootes.com are unable to assist you with enquiries that relate to products or gift cards purchased prior to 9th July 2019. The John Cootes goodwill and intellectual property were sold by the previous owners on 9th July 2019.  From that date, the John Cootes website is operated by a new and distinct business to the John Cootes business that operated prior to that date. The John Cootes business is now entirely online only and under new ownership.

 

Warranty Policy

Products purchased online from johncootes.com on or after July 9th, 2019

John Cootes generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with extended warranty for your peace of mind. Electronics products come with a 3-month warranty. Please note that any products with electronic components (SKU starts with V28) will be subject to the 3-month warranty.

You are required to notify John Cootes within 7 working days in the unlikely event that the item arrives damaged or faulty. In addition to a detailed description, you are required to provide images (or a short video clip if more appropriate) of the damage in order to proceed with the warranty process. Once assessed and approved by our customer service team, you will be contacted to proceed with the return, refund or replacement process. Please do not attempt to return the item without our approval.

To make a claim, you must provide us with a copy of your order number or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.

All images and videos should be of acceptable quality that allows us to assess the claim.

Thumbnail images are not considered to be good quality as we cannot make a clear assessment of alleged faults or damage.

*Some issues may require customers to simulate the problem with a short video (i.e. gas struts not working, chair not reclining etc). 

Failure to do so may delay the warranty claim (If the customer did not fully cooperate for any reason and the replacement part was not the issue. The customer may be charged for the cost of return of the replacement part).

A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. 

We reserve our rights, subject to the Australian Consumer Law to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.

Refunds generally take up to 5 working days to process and we will notify you once the refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.