Everything you need to know about your purchase
Payment
A deposit of 20% payable on placing your order. Full payment must be received before delivery/collection of goods. Errors in pricing are subject to correction with your approval. If you do not approve Harvey Norman reserves the right to cancel the sale. Please confirm the prices at point of purchase.
Cancellations
Cancellations are accepted within 48 hours of order. Cancellations after 48 hours may result in the loss of deposit. Cancellations are not permitted on custom orders, where an item has been ordered to your exact specifications or on any non standard combination order.
Essential Checks before ordering
It is the customer’s responsibility to ensure that the Furniture and Bedding items that have been ordered will fit into the room for which they are intended, that they will fit through all access points to the room and that there is sufficient access for a large delivery truck to reach the delivery address , as fees for re-delivery or cancellation will apply.
Availability
All of our product ranges are updated regularly and therefore, we cannot guarantee continuity of supply. We therefore recommend that customers purchase all of their requirements at once. We cannot accept responsibility for any subsequent changes in design style or specification of the chosen product range.
Lead Times
As all of our products are subject to availability from our suppliers, we can only give general guidance or an approximate lead time at the time you place your order. Stock due dates are not guaranteed but we will do our utmost to ensure products are delivered by the stated date or within a reasonable period thereafter. We cannot therefore accept any liability for any delay or failure to deliver that is beyond our reasonable control.
Delivery Service
We offer a delivery service on all items. A delivery charge applies to all home deliveries. We offer all of our customers a Standard delivery and a Premium delivery option. Please note that our Standard delivery option does not include the removal of any packaging materials. Harvey Norman engage the use of independent transport companies for all deliveries and the service is carried out by a trained one or two man crew. Any claims relating to personal property or effects being damaged or soiled during the course of delivery should be reported directly to Harvey Norman within 24 hours and all claims will be forwarded to the transport company to be processed.
Delivery Access
The delivery crew will not attempt delivery if there are health and safety issues or where damage to your home may result, they will not remove doors or windows. Road access to the delivery address must be suitable and adequate for the delivery vehicle so that unloading can be carried out conveniently without obstruction. All doorways hallways, elevators, and points of access in your property must be measured by the customer to ensure that they are adequate for the size of the goods being delivered. If the delivery team have difficulty placing an item in the area of your choosing due to limitations such as narrow halls, stairways, corners or ceiling heights, the items will be placed in another area of your home. If you insist that the delivery team maneuver an item in a difficult situation, you will be responsible for any resulting damages to the furniture and the premises. Prior to delivery please ensure that all access routes, flooring and door frames are protected. Harvey Norman will not accept responsibility for any damage caused where floor covering protection was not used.
Delivery Time
Although we are unable to give a specific time of day for deliveries , we will try to accommodate all customers where possible. Our Delivery company will contact you to schedule your delivery on a given day and the driver will contact you, one hour in advance, on the day of delivery. In the event that a scheduled delivery is cancelled by you or a re-delivery must take place, a fee will apply.
Assembly Required
Some items require full or partial assembly , and will be delivered to you (or available for pick up by you) in factory-packed cartons for assembly by you. Harvey Norman shall not be required to assemble any such items as part of your delivery charge, unless you have specifically paid extra for such service.
Damaged/Faulty Goods
All Goods must be inspected on receipt of delivery and any damage i.e scratches, tears, dents, soiling etc should be reported immediately to the Harvey Norman store where the goods were purchased. Harvey Norman is unable to accept reports of damage upon delivery after 3 days so it is critical that you unpack your goods within this time. In some instances to professionally repair an item Harvey Norman may need to take the item from your home to a repair workshop. Harvey Norman is generally unable to provide a “loan” item during such repairs.
Quality Control
The furniture sold by Harvey Norman is from reputable factories and companies with excellent quality control, but defective items are occasionally shipped. In most cases, defects are of minor nature and can be cleared up in the home by a professional furniture technician. If the problem is not corrected back to or better than manufacturer standards, we will replace or exchange the item. In the event you receive an item you feel is defective, please provide us with photographs within 3 days of delivery clearly showing the defect along with a written description so that we can assist you. Please be advised that our warehouse teams will sometimes quality check items by opening the packaging to examine the product before it is dispatched to the delivery company. This is done to ensure that only furniture of the highest quality is delivered to your home.
Leather care
Leather is a natural product and can vary in look and appearance over time. Leather furniture rarely retains its new look, and this adds to the character of leather over the years. The warranty on your leather furniture does not include coverage for wrinkling, placement of natural marks, stretching, variations in color, grain, texture or improper cleaning and care of leather.
Colour Variation
Colour differences, particularly in wood, leather and marble are to be expected. Scars, knots and shading differences are natural and can sometimes be non-uniform in appearance. This is a feature and not a fault of these products.
Furniture Returns
We are happy to assist you with the return of furniture items that are unsuitable. Please be aware that all goods being returned must be in perfect condition and a re-stocking fee will apply. The re-stocking fee is calculated at 20% of the value of the item. An uplift or collection charge will also apply. We are unable to refund or exchange faulty or imperfect goods where the imperfection was identified to you prior to purchase (for example, where you have knowingly purchased an imperfect display model). Mattresses cannot be returned due to health and hygiene issues once the packaging has been opened. Any item which has undergone assembly cannot be returned. All returns must be accompanied by proof of payment. All returns must be in their original packaging and in perfect condition.
Storage
Items that are in stock and/or are ready for delivery will be held in storage for a maximum period of 4 weeks. Storage fees will apply after this period. A charge of 3% of the total order value per week is applicable to all items held in storage.
Collection
All items must be paid in full prior to collection. Customers must have copy of the original sales invoice and present this at the Warehouse Collection Point as proof of purchase. Please consider the dimensions, size and suitability of the vehicle that is being used to collect goods. If items cannot be loaded safely or without damage into the pickup vehicle, our warehouse teams may politely refuse to do so. For goods collected for pickup, transport will be entirely at the risk of the customer. Please inspect all of your new furniture at the time of pick-up. If there are any items that do not meet your approval inform the warehouse
Warranty
Unless otherwise stated, all furniture and bedding products purchased at Harvey Norman are covered by warranty for a period of one year. Extended warranty may be purchased on certain products for further peace of mind. Within the limits of the law, the warranty is void if the merchandise has been moved from the original delivery address or if Harvey Norman determines the furniture damage was caused by abuse, negligence, accident, or if used for purposes other than those intended. Visible surface damage (scratches, nicks, tears, etc.) are not covered under this warranty unless reported within the first 3 days of delivery.
Points to Note
Should you experience any problem with your furniture and bedding items, please contact your original store of purchase. You will need your customer invoice number to hand. Our trained staff members will be happy to assist you with any concerns that you may have. The following is an important shortlist of points to consider:
- Cancellations are not permitted on Special Order or Custom made items.
- Any damages to furniture or bedding items must be reported to Harvey Norman within 3 days of delivery or collection.
- After 3 days Harvey Norman is unable to accept reports of damage on delivery or collection.
- You may be asked to supply photographic evidence to support any claims of damage to furniture/bedding items.
Harvey Norman wants you to enjoy your furniture for many years to come!
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