Accidental damage cover
The other five years.
Every piece leaves here with five years on its frame and joinery. That cover is for the things we got wrong. It is not for the glass of red that went over on a Friday night, and it never has been.
This is the cover for that. Below: what it answers and what it does not, the kit that comes with it, and how a claim actually works.
One tick box, at checkout.
It is added to the piece when you buy it, not sold to you afterwards by somebody on the phone. There is one price, it is paid once, and it covers the piece it was bought against rather than the order as a whole.
It cannot be added later. That is not a sales tactic: once a piece has been in a room for a month there is no way to tell a mark made yesterday from one that was already there.
- How long
- Five years, running from the day the piece is delivered rather than the day it was ordered. The same clock the frame warranty runs on.
- What it costs
- From $149, by the value of the order, and it is a one-off. It appears as a tick box at checkout on every piece it can be applied to.
- How many claims
- No limit on the number. Each one is settled up to what you paid for the piece it relates to, and the cover carries on afterwards.
- What comes with it
- A care kit for the material you bought, posted inside a week of delivery. Two kits exist and you get the one that matches.
- Who holds it
- The person who bought the piece. It is not transferable, so it stays behind if the sofa is sold on.
Is it covered
Three answers, and one of them is no.
Two things decide which list something lands in: whether it happened on a day you can name, and whether the piece was being used the way it was built to be used. Everything else follows from those.
This cover answers it
One-off damage you can put a date on, on a piece that was being used normally.
- Red wine into a linen or bouclé seat, and the shadow still there after it has dried.
- Crayon, ballpoint or permanent marker down the arm of an eco-leather sofa.
- A burn from a cigarette, a candle or a pan set straight onto an oiled top.
- A rip, a cut or a puncture in a seat panel, from a buckle, a blade or a claw.
- A chip knocked out of the edge of a ceramic or travertine top.
- A tempered glass top that has been struck and has gone.
- Ink, dye, nail varnish or hair colour that has gone into a cover.
- A pet accident that has gone through the cover and into the foam.
- A ring or a deep scratch in a timber top that will not sand out.
The warranty already answers it
Included with every piece: five years on frames and joinery, two on finishes and moving parts. You do not need this cover for any of it.
- A joint that opens, a frame that cracks, a weld that fails.
- A drawer runner that seizes, a castor that collapses, a reclining mechanism that stops.
- A finish that lifts or flakes where nothing was done to it.
- A seam that comes apart under ordinary use.
- Damage that arrived with the piece. Photograph it before the packaging goes out and tell us inside seven days.
Neither covers it
Set out here rather than in a schedule behind a link, because these are the four or five things people are genuinely surprised by.
- Fading, drying and splitting caused by afternoon sun through glass, or by a heater a foot away. This is the one kind of damage that is entirely preventable, and both policies say so.
- Wear: pilling on a weave, a pile flattened where it is sat on, creasing across a seat, patina on a timber top. None of these are faults.
- Seasonal movement in a solid top, which is the timber doing exactly what it is built to do.
- Damage done while trying to remove an earlier mark. Most of the ruined finishes we see were ruined by the second attempt, not by the spill.
- Anything on an outdoor piece. Weather and accident cannot be told apart once a frame has stood out through a winter.
- Commercial use, unless the product page says the piece is rated for it.
- Loss, theft, deliberate damage, and anything that happened during a move you arranged yourself.
- Damage reported more than 5 days after it happened.
The first two entries are largely avoidable, and the cleaning and care guide is where that is spelled out material by material. Worth ten minutes whether or not you take this cover.
A kit turns up a week later.
Not a branded bottle of something generic. Every item in both kits is one the care guide already tells you to use, in the quantity the job actually takes.
The upholstery kit
Fabric, eco leather and hide.
- A pH-neutral cleaner, enough to do a whole panel rather than a spot. A cleaned patch in the middle of an uncleaned seat is more obvious than the mark was.
- A water-based protector that holds a spill on the surface long enough to blot it.
- Two lint-free microfibre cloths. One lifts and one dries, and they do not swap jobs.
- A de-pilling comb for bouclé and chenille.
- A test card, because everything goes on the underside of a cushion first and gets looked at in daylight.
The surface kit
Oiled timber, travertine, ceramic and glass.
- Hard-wax oil matched to the timber you bought, with enough in the tin for two full re-coats.
- 320-grit pads for taking a ring or a scuff back along the grain.
- An impregnating stone sealer for travertine, and the four-minute water test printed on it.
- Two lint-free cloths: one to put oil on, one to take the surplus off twenty minutes later.
- Felt pads for the feet, and spares for when they wear through.
The same spill, twice.
The left half of this panel has the protector out of the care kit on it. The right half is the same cloth with nothing on it at all.
One glass of red, poured across the join so both halves take it at the same moment, then blotted the way the care guide says to blot it. Nothing else was done to either side.
Four that came in last year.
None of these were anybody’s fault, and none of them were a warranty claim. Each one was reported inside the week and settled under the cover.
BeforeAfterRed wine on fabric
Left to dry it is a permanent shadow. Reported inside the week it is a Tuesday.
BeforeAfterCrayon on eco leather
A three-year-old and a sofa cushion. The surface coating is what saves it, and the cover pays for the panel when it does not.
BeforeAfterA cut in a seat panel
A buckle catches it once. The panel is made good, not the whole sofa, and the frame under it never moves.
BeforeAfterA torn seam
Stitching gives at one point and the filling starts to show. Caught early it is a repair in the room rather than a replacement.
The window
5 days
Tell us the same week it happens.
You have 5 days from the day it happened. Not from the day you noticed it, and not from the day you got around to it. That window is most of what separates an accident from wear, and it is the one term on this page we cannot be flexible about.
Photograph it before you clean it
The mark close up, then the whole piece, both in daylight. A close-up on its own tells us nothing about where it sits or how big it is, and a mark that has already been scrubbed tells us less again.
Send it through the service request form
Choose the accidental damage line, put your order number in, and say what happened and when. The form opens an email you can attach the photographs to before it goes.
We repair it, or we replace it
Someone comes back to you inside two working days and tells you plainly whether it is a cover claim, a warranty repair, or something we cannot help with. Where a repair is the answer we arrange it and pay the freight both ways. Where it is not, the panel or the piece is replaced.
Or write to hello@walnur.com.au yourself, with the order number and the date in the first line.
Three things worth knowing.
Blot it, then stop
The single most useful thing you can do before telling us is nothing. Lift what will lift with a dry cloth, leave the rest, and do not reach for a solvent, a baby wipe or a stronger cleaner. Almost every claim that turns into a replacement rather than a repair got there because something was tried first.
It does not replace your rights
This cover is sold in addition to the five-year warranty that comes with the piece and to your rights under the Australian Consumer Law. It does not limit either of them, and where this page and the law disagree, the law wins. Our goods come with guarantees that cannot be excluded.
Cancelling it
Tell us inside 30 days of delivery and the cover is refunded in full, provided no claim has been made on it. After that it runs its five years.
Your rights under the Australian Consumer Law are set out at consumerlaw.gov.au. For anything this page does not answer, read the warranty or the questions we get asked most, or email hello@walnur.com.au with your order number.
Still deciding on something?
Send us the room dimensions and what you are trying to fit. We answer in one business day.
