Warranty Policy
VILU Living Pty Ltd · ABN 72 489 994 232
Warranty Policy
We build furniture to last. Here is exactly what we cover, for how long, and what to do if something goes wrong.
Section 1
What the warranty covers
VILU furniture is designed and manufactured for demanding commercial and residential environments. Our warranty applies in addition to, and does not limit, your rights under the Australian Consumer Law (ACL).
| Coverage | Period | Included | Details |
|---|---|---|---|
| Aluminium Frame — Structural | 5 Years | ✔ Covered | Welds, joints, fasteners, rivets, and structural integrity under normal use |
| Powder Coat Finish (AkzoNobel) | 3 Years | ✔ Covered | Premature or abnormal peeling, flaking, or bubbling of the coating |
| Commercial Use | Full Term | ✔ Covered | Hotels, restaurants, cafés, resorts, rooftop bars — built for it |
| Residential Use | Full Term | ✔ Covered | Home gardens, terraces, balconies, pool areas |
| Normal Wear & Gradual Fading | — | ✘ Not Covered | Natural ageing, minor surface scratches, gradual UV fading over time |
| Coastal or Chlorine Corrosion | — | ✘ Not Covered | Salt air or pool water without adequate regular maintenance |
Warranty period starts from the original purchase date. Proof of purchase is required for all claims.
Section 2
What the warranty does not cover
The following situations will void your warranty. Please read carefully — these are the most common reasons a claim may be declined.
Incorrect assembly or ignoring instructions
All VILU furniture comes with assembly instructions. Damage from incorrect assembly or failure to follow the supplied instructions is not covered. Contact us before assembly if you are unsure.
Overloading or exceeding weight limits
Each product has a maximum load rating displayed on the product page. Placing weight beyond this limit voids the warranty. Do not stack heavy items or use furniture as storage platforms.
Standing, climbing or unsafe use
- Standing or jumping on chairs, tables, stools, or benches
- Using furniture as a step stool or ladder
- Dancing on tables or chairs
- Applying excessive lateral force or rocking
- Using furniture for any purpose other than its intended design
Harsh chemicals on the powder coat
- Alcohol-based cleaners above 30% concentration
- Bleach, ammonia, acetone, or petrol
- Acidic or alkaline (pH>9) cleaners
- Abrasive pads, steel wool, or scouring compounds
- Graffiti removal solvents
- Unapproved oils, wax, or polish products
Coastal or pool exposure without maintenance
Furniture within 500m of the ocean or regularly exposed to pool chlorine requires more frequent cleaning. Corrosion from salt air or chlorine without maintenance is not covered.
Damage, modification or unauthorised repair
- Furniture repainted, welded, drilled, or structurally altered
- Repairs made by anyone other than VILU or an authorised repairer
- Damage during transport arranged by the customer after delivery
- Fire, flood, extreme weather, or acts of nature
Safety warning: Standing, jumping, or dancing on VILU furniture is dangerous and can cause serious personal injury. This type of misuse will void the warranty entirely. VILU accepts no liability for injury or damage resulting from unsafe use of our products.
How to clean VILU furniture: Use mild soapy water and a soft cloth. Rinse thoroughly with fresh water and dry.
Section 3
How to make a warranty claim
If you believe your product has a genuine defect covered by this warranty, follow these steps.
Email us with your order number
Send an email to vilu@vilu.com.au with the subject line: Warranty Claim – [Your Order Number]
Include proof of purchase
Attach your order confirmation or receipt. Claims without proof of purchase cannot be processed.
Send clear photos of the defect
Attach photos from multiple angles clearly showing the issue. Include a brief description of how and when it appeared.
We respond within 3 business days
If approved, VILU will at its discretion repair the item, replace the affected part, or replace the product. Freight costs for warranty returns are covered by VILU only where the defect is confirmed as a manufacturing fault.
Section 4
Australian Consumer Law
Our goods 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. This warranty is in addition to, and does not affect, those statutory rights.
We'll always try to help.
Sometimes things happen outside what is covered under warranty — an accidental scratch, a chemical spill, or damage from unusual circumstances. In these cases, your warranty claim may not be approved — but VILU will always do its best to help you restore your furniture.
Whether that means advising on touch-up paint, sourcing a replacement part, or connecting you with a local repairer — reach out and we will do what we can.
The best way to keep your warranty valid is simple: use it as designed, clean it gently, and enjoy it.
Contact vilu@vilu.com.au