Guarantee & After-Sales Service
We want you to shop with confidence. If a product develops a genuine manufacturing fault, we will review the issue and work with you to resolve it as quickly and smoothly as possible.
What Does the Warranty Cover?
Our warranty covers genuine manufacturing defects reported within the applicable warranty period. Each claim is assessed individually, and where a fault is confirmed, we will arrange the most suitable solution.
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Repairs
Where appropriate, we may arrange a repair. A technician may attend the delivery address to inspect the issue and carry out any necessary work. If a repair is not successful, we will review the next suitable remedy.
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Replacements
If a repair is not possible or is not the most suitable option, we may provide a replacement part or replacement item, depending on the nature of the fault.
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Upholstery
Seat cushions naturally soften and relax with normal use, and will gradually conform to the shape of the user. This is a normal characteristic of upholstered furniture and is not usually considered a fault.
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Electric Fires & Electrical Products
For electric fires, media wall fires and other electrical items, we require a clear video showing the fault before we can process the claim. This helps us confirm the issue quickly and avoid unnecessary delays. Provided the issue is reported within the 12 month warranty period, we will repair or replace.
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Items Reported Outside the Initial Damage Reporting Period
Damage reported outside the timescales stated in our terms and conditions is not treated as transit damage. However, where possible, we may still be able to supply replacement parts or components at a discounted cost.
How to Make a Claim
Please email us with the following:
- a clear description of the issue
- photos showing the problem
- photos of any batch label, serial label or product sticker
- for electric products, a video clearly showing the fault
Once we have the relevant information, we will review the claim and advise the next steps as soon as possible.
If an item is over 6 months old and we believe the issue may have been caused by wear and tear, accidental damage, misuse, or conditions within the home, we may ask for an independent inspection report from a recognised furniture technician.
If the report confirms a manufacturing fault, we will resolve the issue and reimburse the reasonable cost of the report. If it confirms wear and tear, accidental damage or misuse, we would not be able to proceed under warranty.
A recognised repair specialist is Emmiera Group.
What Is Not Covered?
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Outside the Warranty Period
Standard items are covered for 12 months unless otherwise stated. Baumhaus items are covered for 5 years under their limited warranty. Claims made outside the relevant warranty period are not covered.
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Wear and Tear / Accidental Damage
The warranty covers manufacturing defects only. It does not cover normal wear and tear, misuse, neglect, improper care, stains, chips, scratches, burns, rips, pet damage, or damage caused by the environment in which the item is kept.
Important Information
- Warranty claims must be reported within the relevant warranty period.
- We may request photos, labels and, where relevant, a video of the fault before approving a claim.
- For electric fires and other electrical products, a video is required to clearly show the issue.
- Valid manufacturing faults reported within the warranty period will be resolved as quickly as possible.