Product Warranty & Claims

This policy explains how to request help for a product defect, missing component, or performance concern. Product-specific written warranty terms shown on the product page, packaging, or order confirmation apply where they provide more specific coverage. Mandatory consumer guarantees remain unaffected.

What may be covered

Depending on the product warranty and applicable law, coverage may include defects in materials or workmanship during normal residential use. An available remedy may be troubleshooting, replacement hardware or parts, repair, exchange, return, refund, or another solution appropriate to the product and issue.

How to request help

Email the order number, purchaser name, product name, SKU, a clear description of the issue, when it appeared, and wide and close photographs or video. Include labels, serial numbers, packaging, shipping labels, and relevant assembly or care details where available. Do not discard or return the product unless instructed in writing.

Review process

We normally acknowledge a complete claim request within two business days. We may ask for additional images, remote troubleshooting, inspection, or return of a component. We will explain the next reasonable step and keep the customer informed when a supplier, carrier, or technician review is required.

Common exclusions

Unless a written warranty says otherwise, coverage generally does not include normal wear; expected variation in natural wood, stone, leather, fabric, grain, texture, or color; fading or pilling; accidents; spills; pet damage; misuse; excessive loading; improper storage; unsuitable cleaners; outdoor or high-humidity exposure for indoor furniture; incorrect assembly or installation; unauthorized modification or repair; customer-arranged moving damage; or commercial, rental, hospitality, or institutional use of a residential product.

Accepted claims and remedies

If a claim is accepted, the remedy and logistics will be confirmed in writing. Replacement parts may vary slightly in color, grain, texture, or finish because of natural materials and production changes. A refund approved as the remedy is returned to the original payment method unless applicable law requires otherwise.

Freight damage and returns

Delivery damage, missing cartons, and incorrect products are handled under the Shipping & Delivery and Return & Refund policies. Starting the correct process helps us reach a resolution more quickly.