Warranty & Claims

Your Sitmate chair is made for everyday work and backed by warranty support if something goes wrong.

Warranty periods vary across our range, with selected Sitmate products covered for up to 5 years. The warranty period that applies to your product is shown on the product page at the time of purchase.

At a Glance

• Up to 5-year warranty: Warranty periods vary by product.
• Manufacturing defects: Eligible material and workmanship defects covered.
• Simple claims: Send your order details and supporting photos or video.
• Australian support: Claims are handled directly by the Sitmate team.

Warranty Period

Each Sitmate product has its own warranty period.

The applicable warranty period is the period stated on the product page at the time of purchase and begins from the date the product is delivered.

Current and future products may have different warranty periods, so please check the individual product page for the coverage applicable to your purchase.

What Our Warranty Covers

During the applicable warranty period, Sitmate's warranty covers manufacturing defects in materials, workmanship and functional components that arise during normal and intended use.

Depending on the product, this may include eligible defects affecting components such as:

• chair frames and bases;
• gas lift mechanisms;
• tilt and recline mechanisms;
• castors;
• armrest mechanisms;
• lumbar and headrest mechanisms;
• structural components; and
• defects in mesh, upholstery or other materials caused by faulty materials or workmanship.

Normal variations in finish, texture or appearance that do not affect the performance of the product are not considered defects.

What Isn't Covered

Our warranty does not cover damage or deterioration caused by:

• normal wear and tear consistent with the age and use of the product;
• accidental damage, misuse, neglect or improper use;
• incorrect assembly or failure to follow supplied instructions;
• modification or alteration of the product;
• repairs carried out without Sitmate's approval;
• use above the stated weight capacity;
• use of the product for a purpose it was not designed for;
• damage caused during relocation or transport after delivery;
• improper storage or exposure to excessive moisture, heat or other unsuitable conditions; or
• cosmetic scratches, marks or other damage that occurs after delivery and is not caused by a manufacturing defect.

These exclusions apply to Sitmate's voluntary warranty and do not limit any rights you may have under the Australian Consumer Law.

Making a Warranty Claim

If you believe your Sitmate product has developed a fault covered by warranty, contact us at hello@sitmate.com.au.

Please provide:

• your order number or other proof of purchase;
• the name of the product;
• a description of the issue;
• clear photographs showing the issue; and
• video where it helps demonstrate the fault.

We may request additional information where reasonably necessary to assess your claim.

Please do not dispose of, return, repair or dismantle the affected product unless instructed by our team.

What Happens Next?

Once we receive the information required to assess your claim, our team will review the issue and determine the most appropriate resolution under the Sitmate warranty.

Depending on the nature of the fault, this may include:

• providing a replacement component;
• arranging a repair;
• replacing the affected product; or
• providing another appropriate resolution.

Where the exact product or component is no longer available, we may provide a reasonably comparable replacement.

Warranty Shipping Costs

If your warranty claim is approved, Sitmate will cover reasonable shipping costs associated with providing the approved warranty remedy.

Please contact us before arranging any return shipping or other transportation yourself. Costs incurred without prior approval may not be reimbursed where they were not reasonably necessary to resolve the claim.

Commercial Purchases

Unless otherwise stated on the relevant product page or agreed with Sitmate before purchase, the warranty period shown for a product also applies where that product is purchased for a commercial or workplace environment.

The product must still be used within its intended purpose, specifications and stated weight capacity.

For larger workplace orders, visit our Business page for support.

Proof of Purchase

You will need to provide proof that the product was purchased from Sitmate or an authorised Sitmate sales channel when making a warranty claim.

Your Sitmate order number will usually be sufficient.

Australian Consumer Law

The benefits to you given by this warranty are in addition to other rights and remedies under a law in relation to the goods to which this warranty relates.

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.

Warranty Provider

Need Help?

Have a question about your warranty or need help with a product issue?

Contact the Sitmate team →

Email: hello@sitmate.com.au
Phone: 1300 748 628