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The Care Cover Accident Protection Plans (APP), cover you against accidental damage and are the first step in protecting and maintaining your new furniture and bedding. By correctly looking after your new purchase and by using the approved products that come with your Protection Plan, you can enjoy many years of stress-free comfort. Under the APP, if accidental damage occurs to the furniture covered by your Protection Plan, you may be entitled to:
Please read the terms and conditions below which set out the circumstances in which you will be entitled to the protection described above.
Terms and Conditions Details
There are two plans in each category. Refer to your product packaging to see which plan is applicable.
Domestic Accident Protection Plan (D-APP)
Commercial Accident Protection Plan (C-APP)
Protection Plan Inclusions - What is covered:
Domestic (D-APP) & Commercial (C-APP) Protection Plans cover:
Accidental Damage (Including but not limited to):
6. If any accidental damage or stain should occur, you should quickly attend to it by following the instructions on the care product labels.
7. If using the care products cannot resolve an issue, you must notify Care Cover Pty Ltd of any accidental stain or damage within five (5) business days of it occurring by calling the customer service centre on 1300 453 284 (Australia); 08 0008 0039 (New Zealand). You will be required to complete and return a claim form with photos of the damage or stain to our customer service team. This information is necessary for all claims and will help speed up the assessment process.
8. If a stain cannot be removed or the furniture surface is damaged, Care Cover Pty Ltd will provide an authorised representative to clean or repair the damaged area of the furniture/item at no cost to you. Should the stain or damage not be repairable, Care Cover Pty Ltd will, at its discretion, arrange for the stained or damaged area to be replaced at no cost and the APP terms and conditions will continue for the duration of the plan. In some geographical areas, claims may take longer to process than normal.
9. If there is no access to an authorised representative within a reasonable distance (100km) of the customer’s location, the furniture will need to be transported to the closest authorised representative at the customer’s cost. Please call the Care Cover Pty Ltd customer service team on 1300 453 284 (Australia); 08 0008 0039 (New Zealand) to arrange a solution for this situation.
10. Care Cover will pay for the transportation of the damaged item within 100km to the nearest authorised representative. For distances over 100km from the nearest authorised representative, the customer is responsible for the cost of either the authorised representative’s travel or the transportation of the damaged furniture, whichever is Care Cover’s preferred option.
11. If the stain or damage cannot be removed or repaired to a reasonable standard, Care Cover Pty Ltd reserves the right, at it’s sole discretion, to do one of the following:
a) Obtain original or similar leather or fabric, to replace the damaged area, with no guarantee of an exact colour match due to dye lot variation, but will provide the closest possible match of materials, colour and style available at the time; or
b) Replace the damaged furniture/item; or
c) Provide the customer with a credit up to the value of the original purchase price of the damaged furniture from the retailer or commercial partner of that furniture, for the customer to then re-select a similar product from the retailer or commercial partner within 3 (three) months of receiving the credit.
Where the price of the re-selected product at paragraph c) above is more than the original purchase price of the damaged product, the customer agrees to pay the difference. Where the price of the re-selected product is less than the original purchase price of the damaged product, the customer agrees to forfeit the difference.
12. Care Cover Pty Ltd reserves the right to offer the customer a refund of the cost of their APP if the customer is not satisfied with available fabrics or replacement leather (set out in clause 11a), or where the customer has failed to re-select a product within the time period (set out in clause 11c). A refund of the cost of the APP, or the replacement of the item under clause 11b), or re- selection of item under clause 11c), terminates the plan.
13. Care Cover Pty Ltd’s liability is limited to a maximum of the actual purchase price of the damaged furniture, bedding or mattress and if there is a total replacement of the furniture, bedding or mattress, the replacement furniture becomes the property of Care Cover Pty Ltd. The new furniture, bedding or mattress is not covered under this plan and the APP is therefore deemed concluded. A new APP is required for any replaced furniture items and is to be purchased by the customer.
14. In some circumstances, when the furniture/item is too dirty to enable a suitable repair, Care Cover Pty Ltd may require the furniture/item to be professionally cleaned at the owner’s expense, prior to the repair.
15. The C-APP is limited to a single claim per year for the covering material of your furniture/item within the terms and conditions of the C-APP.
16. Protection Plan Exclusions - What is not covered:
APP claims are limited to genuine accidents that occur to the surface of the furniture/ item.
16.1. Protection Plans do not cover pre-existing damage, which is damage occurring before delivery of the furniture/item or before the purchase of the Plan.
16.2. Care Cover Pty Ltd, it’s partners or affiliates, are not responsible for damage to the furniture/item resulting from:
16.3. The APP does not extend to any loss or damage to a person or property directly or indirectly arising from the use or inability to use the item or our care products.
16.4. The APP does not exclude or restrict any condition or warranty imposed or implied by any consumer legislation in Australia, often referred to as the ACL 2010 that is governed under commonwealth legislation. For NZ customers, this APP does not exclude or restrict any condition or Warranty imposed or implied by any consumer legislation in NZ, often referred to as the Consumer Guarantees Act (CGA)
16.5. The APP does not cover damage caused by moving the furniture either from house to house, or room to room or any other mode of moving the furniture/ item where it can be deemed that this is the most likely cause of damage.
16.6. The APP does not cover damage to internal frames, mechanisms or cushion interiors.
16.7. The APP does not cover odour or smell resulting from stains or spills.
17. How to Make a Claim
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