Warranty

Every piece we sell is covered by the consumer guarantees in the Australian Consumer Law. Those guarantees are automatic, they cannot be excluded, and for furniture of this quality they are substantial. We do not offer a separate written warranty on top of them, so this page is not a warranty against defects — it sets out the protection you already have and how to use it.

Your rights

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.

What that means in practice

A piece must be of acceptable quality, match its description, and be fit for any purpose we told you it was fit for.

If there is a major failure — the piece is unsafe, is significantly different from what was described, has a defect serious enough that you would not have bought it had you known, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time — you choose the remedy: a refund or a replacement. You may instead keep the piece and claim compensation for the drop in its value.

If the failure is minor, we will repair it free of charge within a reasonable time. If we refuse, or take unreasonably long, you can have it repaired elsewhere at our cost, or ask for a refund or replacement.

There is no expiry date

Consumer guarantees are not limited to a fixed number of years. How long a piece should reasonably last is judged against what a reasonable person would expect given its price, description and quality. For hand-built furniture at this price, that expectation is measured in decades. A frame that fails after six years is not automatically out of time.

We collect faulty pieces at our cost

Pacific Green furniture is large and heavy, so you are not expected to arrange or pay for its return. If a piece is faulty, we collect it. Please do not try to move or transport it yourself.

If we inspect a piece and find no fault, we may charge you the reasonable cost of inspection and transport — but we will always give you an estimate first and you can decide whether to go ahead.

Handmade means variation, not defect

Pacific Green pieces are made by hand and no two are identical. Differences in trim colour, binding size, lashing style, shape and dimension are inherent to the process.

Palmwood is a natural material: grain, colour and density vary within a single piece and between pieces, and no flat surface will have matching sections. It is impregnated with wax and is stable, but like any solid timber it moves slightly with humidity. A-grade leather carries natural markings and develops a patina with use.

None of this is a defect.

What is not a manufacturing fault

Ordinary wear from use; fading or drying from prolonged direct sunlight or heat; damage from spills, pets, sharp objects or moving the piece; damage caused by cleaning products other than those we recommend; and alterations or repairs made by anyone other than us.

These pieces are built for domestic use. If you are placing one in a hotel, restaurant, office or other commercial setting, talk to us first — the demands are different and we will tell you honestly what will hold up.

Looking after your piece

Keep furniture out of prolonged direct sunlight and away from heaters, air conditioning outlets and open fires. Dust regularly and wipe with a soft cloth moistened with mildly soapy water. Polish Palmwood periodically with a beeswax-based product — no sprays, solvents or silicone. Wipe spills immediately. Lift rather than drag. Full guidance is on our Care & Maintenance page.

Making a claim

Contact us with your receipt or invoice, a description of the problem and photographs. We will respond within two business days.

Scarlet's Way Pty Ltd trading as Sway Home, ABN 26 625 353 988
HomeCo Belrose, Level 1, Shop 117, 4/6 Niangala Close, Belrose NSW 2085
Telephone 1800 722 753
Email hello@swayhome.com.au

How claims are handled is set out in full on our Returns & Refunds page.

If you are not satisfied

Tell us first and we will investigate. If we cannot resolve it, you can contact NSW Fair Trading on 13 32 20 or the Australian Competition and Consumer Commission.

Last updated September 2026.