Warranty
AGKey Warranty Policy
This limited warranty applies solely to the original purchaser and is non-transferable.
Only customers purchasing AGKey products from AGKey’s official website or authorised AGKey resellers may benefit from this warranty.
1. What Is Covered?
AGKey provides a limited warranty against defects in materials and workmanship under normal residential or commercial use, for the products and periods set out below.
1.1 AGKey Height Adjustable Standing Desks
(Applies to AGKey electric standing desks, including dual-motor models.)
5 years – covering:
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Metal frame and structural components
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Mechanical parts
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Motors and lifting columns
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Control box, handset, and other electrical components
1.2 AGKey Fixed / Gaming Desks
(Applies to AGKey non-adjustable gaming desks and fixed work desks.)
10 years – covering:
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Metal frame and legs
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Structural components and hardware
1.3 Aerlume Ergonomic Chairs (sold by AGKey)
5 years – covering:
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Chair frame and base
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Backrest structure and main support components
3 years – covering:
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Mechanisms (tilt, recline, lift)
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Armrests, casters, gas lift
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Seat foam and moving parts
Specific chair model details may appear on the product page. If there is a difference between this warranty page and a specific product page, the longer coverage will apply.
1.4 Desktops & Table Tops
5 years – covering:
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Eco-wood / solid board desktops supplied with AGKey desks
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Surface lamination peeling due to manufacturing defects
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Structural integrity under normal use
(This does not cover water damage, burns, impact dents, or damage caused by misuse.)
1.5 Accessories
Unless specified otherwise on the product page, AGKey accessories (e.g., cable trays, monitor risers, CPU holders) include a 2-year warranty on materials and workmanship.
2. Coverage Exceptions (What Is Not Covered)
This limited warranty does not cover problems caused by:
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Normal wear and tear (e.g., minor scratches, colour fading, slight foam softening over time)
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Improper installation or assembly (including using non-original parts)
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Improper maintenance or cleaning (e.g., use of harsh chemicals)
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Misuse, abuse, rough handling, or negligence
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Accidents, impacts, drops, liquid damage, fire, or environmental damage
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Use exceeding the rated load, height range, or duty cycle
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Modifications or alterations to the product
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Commercial use where the product is specified as “home use only”
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Cosmetic damage that does not affect normal function, except where AGKey approves a cosmetic compensation remedy under Section 3 below
Important: The warranty is void if:
Labels, serial numbers, or safety tags are removed, damaged, or tampered with
The product is structurally altered or dismantled beyond the instructions
3. Cosmetic Damage on Arrival Compensation Standard
This standard applies only to cosmetic damage on arrival that is reported within 3 days of delivery, where the product has no functional fault, no structural safety issue, and the customer agrees to keep the product with partial compensation for cosmetic damage. This standard does not apply to normal wear and tear or damage caused after delivery. This standard does not exclude, restrict, or modify any rights under the Australian Consumer Law.
3.1 General Rules
| Item | Standard |
|---|---|
| Scope | Applies only to cosmetic damage on arrival, including dents, scratches, paint chips, loose threads, seam issues, and local module damage. The product must have no functional fault and no structural safety issue. |
| Claim period | Cosmetic damage on arrival claims must be submitted within 3 days of delivery. Claims submitted after this period may be treated as wear and tear, customer-caused damage, or damage caused after delivery unless clear evidence shows otherwise. |
| Compensation base | Compensation is calculated based on the actual amount paid for the affected product, excluding shipping, installation, assembly, upstairs delivery, or other service fees. |
| No stacking | If the same product has multiple cosmetic issues, the highest applicable compensation standard applies. Compensation is not added item by item. |
| Functional fault | If the issue involves lifting, motor, control box, gas lift, recline, tilt, load-bearing, structural cracking, or safety risk, this cosmetic compensation standard does not apply. The case will be reviewed for repair, part replacement, product replacement, refund, or another appropriate remedy. |
| Wear and tear exclusion | This standard does not apply to normal wear and tear, cosmetic marks caused by use, assembly, moving, cleaning, misuse, improper handling, or any damage caused after delivery. |
3.2 Desk Cosmetic Damage on Arrival Compensation Standard
| Damage Type | Assessment Standard | Compensation Standard |
|---|---|---|
| Minor scratch / scuff | Single mark is 1 cm or less, total number is 3 or fewer, and the mark is not obvious at normal use distance. | No compensation. Cleaning or care advice only. |
| Dent / paint chip | Single mark is more than 1 cm and up to 2 cm, with 1-3 marks in total. | 3% of the affected product's actual paid price. |
| Dent / paint chip | Single mark is more than 1 cm and up to 2 cm, with more than 3 marks in total. | 5% of the affected product's actual paid price. |
| Dent / paint chip | Single mark is more than 2 cm and up to 5 cm, with 1-3 marks in total. | 5% of the affected product's actual paid price. |
| Dent / paint chip | Single mark is more than 2 cm and up to 5 cm, with more than 3 marks in total. | 7% of the affected product's actual paid price. |
| Obvious dent / paint chip | Single mark is more than 5 cm and up to 10 cm, with no structural or functional impact. | 7% of the affected product's actual paid price. |
| Large cosmetic dent / paint chip | Single mark is more than 10 cm, or a continuous damaged area is more than 25 cm², with no structural or functional impact. | 10% of the affected product's actual paid price. |
| Multiple obvious marks | More than 5 marks in total, and at least 3 marks are each more than 2 cm. | 10% of the affected product's actual paid price. |
| Severe cosmetic damage on main desktop surface | Obvious continuous scratch, paint chip, or pressure mark on the main desktop surface; single mark is more than 10 cm or area is more than 25 cm². | 12% of the affected product's actual paid price. |
| Edge banding lift / crack | Lift, crack, or peeling is 5 cm or less and does not affect use. | 7% of the affected product's actual paid price. |
| Edge banding lift / crack | Lift, crack, or peeling is more than 5 cm and up to 10 cm and does not affect use. | 10% of the affected product's actual paid price. |
| Edge banding lift / crack | Lift, crack, or peeling is more than 10 cm, or the core material is clearly exposed but there is no structural safety issue. | 15% of the affected product's actual paid price. |
| Desk leg / metal frame scratch | Single mark is 2 cm or less, total number is 3 or fewer, with no sharp edge, deformation, or lifting fault. | No compensation or up to 3%, subject to customer service supervisor approval. |
| Desk leg / metal frame scratch | Single mark is more than 2 cm and up to 5 cm, or total number is more than 3, with no functional fault. | 5% of the affected product's actual paid price. |
| Obvious paint chip / dent on desk leg or frame | Single mark is more than 5 cm, or dent is obvious but does not affect lifting, load-bearing, or stability. | 7% of the affected product's actual paid price. |
3.3 Chair Module Damage on Arrival Compensation Standard
| Chair Module | Included Parts | Compensation Standard |
|---|---|---|
| Headrest module | Headrest, headrest bracket, headrest fabric or mesh. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Backrest module | Backrest frame, backrest mesh / leather / fabric, lumbar support fixing area. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Seat cushion module | Seat cushion, seat fabric / leather, seat edge stitching. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Armrest module | Left armrest, right armrest, arm pad, armrest shell. Left and right armrests are counted together as one module. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Footrest module | Footrest board, footrest bracket, footrest surface. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Base / five-star leg module | Five-star base, base appearance, lower plastic or metal parts. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Caster module | The full set of casters is counted as one module. One or more cosmetically damaged casters are not counted separately. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
| Decorative cover / shell module | Decorative covers, side covers, rear shell, non-load-bearing plastic covers. | If there is no functional fault and only cosmetic or local module damage exists: 5% of the product's actual paid price. |
3.4 Chair Module Calculation
| Number of Affected Modules | Assessment Standard | Compensation Standard |
|---|---|---|
| 1 module | One module has cosmetic or local module damage, with no chair functional fault. | 5% of the product's actual paid price. |
| 2 modules | Two different modules have cosmetic or local module damage, with no chair functional fault. | 10% of the product's actual paid price. |
| 3 or more modules | Three or more modules have cosmetic damage, or the overall cosmetic condition is clearly abnormal. | Generally capped at 10%. If the customer does not accept this, the case will be reviewed for part replacement, product replacement, return, or another remedy. |
| Loose thread / stitching irregularity | Minor loose threads with no seam opening, no fraying, and no impact on stitching strength. | No compensation. Customer may carefully trim the loose thread. |
| Open seam / fraying / stitching separation | The affected module has seam opening, fraying, or stitching separation, but there is no safety or functional impact. | 5% for the affected module. Multiple affected modules are calculated by module count, generally capped at 10%. |
3.5 Non-Compensable Cosmetic Situations
| Situation | Standard |
|---|---|
| Minor marks on hidden areas | Minor scratches on the underside of a desk, underside of a chair, inner frame, or assembly contact area that are not visible during normal use are not compensable. |
| Normal material variation | Wood grain, texture, slight colour variation, fabric direction variation, or minor plastic / metal moulding marks are not compensable. |
| Normal wear and tear / damage after delivery | Normal wear and tear, cosmetic marks caused by use, assembly, moving, cleaning, misuse, improper handling, or damage caused after delivery are not compensable under this damage on arrival standard. |
| Customer-caused damage | Damage caused by incorrect assembly, over-tightening screws, impact, pets, liquid, heat, harsh cleaning chemicals, abrasive cleaning, modification, drilling, cutting, or poor return packaging is not compensable. |
| Insufficient evidence | If the customer cannot provide clear photos, ruler photos, normal-use-distance photos, or evidence showing the position and size of the damage, compensation will not be approved until sufficient evidence is provided. |
To make a cosmetic damage on arrival claim, customers must contact us within 3 days of delivery and provide the order number, clear close-up photos, photos with a ruler or reference object, and photos taken from normal use distance. If transit damage is claimed, photos of the outer carton, inner packaging, and protective materials are also required.
4. Replacement of Defective Products
If a product or part is found to be defective due to improper workmanship or materials within the warranty period, AGKey will, at its option:
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Repair the product or part; or
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Provide a replacement product or part of equal or comparable value; or
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If repair or replacement is not practical, refund the original purchase price upon return of the product.
Replaced parts or products may be new or refurbished and are covered for the remainder of the original warranty period.
5. Shipping Costs for Warranty Replacements
In the rare event your AGKey product is confirmed defective under this warranty:
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AGKey will ship replacement parts or products at no cost to addresses within mainland Australia.
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Standard shipping will be via our partner couriers (e.g., AU Post, Allied Express or equivalent).
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Expedited shipping may be available if you agree to pay the additional shipping cost.
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If you request shipment to an address outside mainland Australia, you will be responsible for all shipping charges.
6. How to File a Warranty Claim
Filing a claim is simple:
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Contact our customer service team with:
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Your order number
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Product model
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Description of the issue
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Clear photos or videos showing the defect
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Contact details:
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Our team will assess the claim and may request additional information if needed.
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Once approved, we’ll arrange repair, replacement, or another appropriate remedy under this warranty.
7. Disclaimer of Warranties & Limitation of Liability
Except to the extent prohibited by applicable law:
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All implied warranties, including warranties of merchantability and fitness for a particular purpose, are limited to the duration of the applicable warranty period described above.
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AGKey shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits or revenue, business interruption, or loss of data, arising from any breach of warranty or condition, or under any legal theory, even if AGKey has been advised of the possibility of such damages.
Some jurisdictions do not allow limitations on implied warranties or the exclusion of incidental or consequential damages. In such cases, some of the above limitations may not apply to you.
8. Governing Law & Consumer Rights
This Warranty is governed by the laws of the Commonwealth of Australia, without regard to conflict of law principles.
This warranty grants you specific legal rights. You may also have additional rights under Australian Consumer Law or other applicable state/territory laws, which remain unaffected by this warranty.