Warranty and Claims Policy

Effective date: 5 November 2026

Our Warranty Providers

The warranty provider is the seller identified on your invoice.

CREAMY LANE PTY LTD trading as Comfy Container Homes
ABN: 24 639 659 859
Unit 13–14, 14 Childs Road
Chipping Norton NSW 2170, Australia
Phone: (02) 8773 7717
Email: help@comfycontainerhomes.com.au

COMFY CONTAINER HOMES VIC PTY LTD
ABN: 99 693 642 992
18 Atlantic Drive
Keysborough VIC 3173, Australia
Phone: (03) 9799 4213
Email: sales@comfycontainerhomesvic.com.au

Seven Year Supplied Materials Warranty

For new orders accepted under this Policy, Comfy provides a seven-year voluntary warranty on all materials and components supplied by Comfy, covering inherent defects in materials and manufacturing. This includes supplied structural materials, panels, doors, windows, fixtures, fittings, finishes and other supplied components.

This cover applies whether Comfy builds or installs the product, or the customer or an independent third party carries out assembly, expansion, construction or installation. The seven-year period begins on delivery or collection of the relevant goods.

The warranty covers a defect in the supplied material or component itself. It is not a guarantee against every type of damage, normal wear or failure arising from incorrect handling, assembly, installation, modification or maintenance.

Materials or components purchased independently from another supplier are not covered by Comfy's voluntary materials warranty. A manufacturer's separate warranty is additional to this cover and does not shorten Comfy's seven-year promise or replace statutory rights against Comfy.

Two Year Comfy Workmanship Warranty

Where Comfy performs or contracts to provide building, assembly, expansion, construction or installation, we provide a two-year voluntary workmanship warranty for that agreed work, including the installation and finishing of supplied fixtures and fittings within our scope.

This cover applies to work carried out by Comfy or a contractor engaged by Comfy to fulfil Comfy's installation or building contract. The two-year period begins on completion and handover of that work. We will provide the completion date in writing. It does not limit any longer statutory building warranty or other legal right.

Customer-performed work and work carried out by a contractor independently engaged by the customer are not covered by this voluntary workmanship warranty. A referral, installation manual or general advice does not itself mean that Comfy performed or contracted to provide the installation.

For supply-only or customer-installed orders, the seven-year supplied materials warranty still applies, but Comfy does not provide the two-year workmanship warranty for work we did not perform or contract to provide.

The two-year workmanship period does not shorten the seven-year materials warranty. Where Comfy performs only part of the work, workmanship cover applies to that part; supplied materials remain covered independently.

Customer and Third Party Assembly or Installation

We are not responsible under these voluntary warranties for damage to the extent caused by incorrect customer or independently arranged third-party work. Examples include breakage, bending, distortion, misalignment, leaks or structural damage caused by improper lifting, unsupported expansion, incorrect assembly, unsuitable foundations, inadequate anchoring or unauthorised modifications.

We will assess the cause of the problem. Self-installation or third-party installation does not automatically void materials cover, and unrelated material defects remain covered. We will not attribute a defect to the installer solely because Comfy did not install the unit.

These exclusions do not apply to the extent the issue was caused by defective supplied goods, inaccurate or inadequate instructions supplied by Comfy, misleading advice, or deficient work performed or contracted by Comfy. Consumer guarantees and other non-excludable obligations remain unaffected.

Existing Purchases and Statutory Rights

This allocation of voluntary materials and workmanship cover applies to new orders accepted under this Policy. It does not retrospectively remove coverage promised for an earlier purchase. We honour applicable advertised and agreed warranties, including any broader or longer promise.

The voluntary periods are not a statement of how long consumer guarantees or statutory building warranties last. Those rights can continue beyond the voluntary warranty periods. Repair or replacement does not remove remaining warranty coverage or statutory rights.

Australian Consumer Law

The benefits of this warranty are additional to other rights and remedies under law. The following notices apply according to what we supply.

Goods supplied without services

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.

Goods and services supplied together

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Services supplied without goods

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

  • to cancel your service contract with us; and
  • to a refund for the unused portion, or to compensation for its reduced value

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Making a Claim

Contact the seller shown on your invoice as soon as reasonably practicable after discovering an issue. You do not need original packaging, and other reasonable proof of purchase may be used if the invoice is unavailable. The seven-day visible delivery-issue reporting period is not a warranty cut-off.

Please provide:

  • Your name and contact details.
  • Your invoice number or other reasonable proof of purchase.
  • The product model and unit identification, if available.
  • The delivery or collection date.
  • A description of the issue and when it was discovered.
  • Supporting photographs or video where practical.

If continued use may be unsafe or worsen damage, stop using the affected part and contact us promptly.

Assessment and Resolution

We may request further information or reasonable access to inspect the product.

For a covered seven-year materials claim, we will arrange repair or replacement of the defective supplied material or component at our cost within a reasonable time. For a covered two-year workmanship claim, we will arrange rectification of the affected work at our cost within a reasonable time. Where an identical component is unavailable, an alternative must provide equivalent functionality and quality without materially reducing the agreed specification.

Any different remedy required by Australian Consumer Law takes precedence.

We will explain the assessment outcome and proposed next steps. We will not require you to pursue an appliance or component manufacturer instead of exercising applicable rights against Comfy.

Claim Expenses

We will bear reasonable inspection, labour, parts, necessary travel and transport expenses required to fulfil an accepted voluntary warranty claim. This includes work reasonably necessary to remedy a covered defect, but does not extend voluntary cover to the cost of correcting unrelated customer or independently contracted installation errors. Where a large unit cannot reasonably be returned by you, we will arrange necessary inspection or collection. We will not charge you for a valid statutory remedy.

Where we authorise you to incur an expense, retain the receipt and submit it to the relevant warranty contact for reimbursement.

Please obtain approval before arranging non-urgent third-party repairs. This does not remove statutory rights or prevent reasonable urgent action needed to protect safety or avoid further damage.

Installation and Maintenance

Products must be installed and maintained in accordance with the supplied instructions and applicable requirements.

Use appropriately licensed trades for work requiring a licence. Maintain relevant records where reasonably available.

Reasonable maintenance includes keeping drainage paths clear, maintaining ventilation and inspecting accessible seals, connections and signs of corrosion or movement in accordance with the product instructions.

A maintenance or installation issue affects voluntary warranty coverage only to the extent that it caused or contributed to the defect claimed.

Exclusions

The voluntary warranty does not cover normal wear and tear or damage to the extent caused by:

  • Misuse, impact, accidents or improper handling.
  • Unauthorised alterations or structural modifications.
  • Incorrect installation or unsuitable foundations provided by others.
  • Failure to follow reasonable maintenance instructions supplied with the product.
  • Flooding, fire, storms or other external events beyond the product’s agreed specifications.
  • Condensation or mould caused by inadequate ventilation or conditions unrelated to a product defect.

These exclusions apply only to the extent the stated cause contributed to the issue. For example, a weather event does not exclude a claim where the actual cause was failure to meet an agreed weather rating. Third-party work does not exclude an unrelated defect, and deficient work performed or arranged by Comfy is not treated as customer-caused damage. Consumer guarantees remain unaffected.