Peace of mind warranty

Our company aims to supply high-quality furniture of luxurious design and we ensure all quality control procedures are met prior to shipment from the factory. The furniture is designed in the UK and manufactured in the far east from a selection of suppliers with whom we have formed a relationship for over 17 years to bring to you our unique collection of garden furniture.

1.  featureDECO Furniture Warranty

This confidence in our products means we can offer a warranty of up to 7 years on the framework of the outdoor furniture covering manufacturing defects such as structural defects, structural components and rust. The length of the warranty in years is indicated on the product page. The warranty does not include the glass, fabric, cushion fabric or filling, cover material(s), wood elements, coatings or stitching supplied with the set or products (unless there is a manufactural defect which is reported within 48 hours of delivery).

The following items in the furniture set are covered by a 12-month warranty; any mechanical or moving parts, gas fire pit burner, assemble items, and additional items in a set such as a parasol, parasol base, garden covers, cushions and/or fabric cushion covers.

Any claims made will apply to the defective unit only. This is offered to the original purchaser only; guaranteeing a replacement, repair or refund in accordance with our terms*. For replacement parts, differences in colour and wood texture are natural and shall be accepted by the buyer.

Our warranties are only valid for the UK mainland, from the date of purchase to the original purchaser only, and may be subject to our terms.

Warranty Exceptions

  • Our warranties do not cover the normal wear and tear of furniture or any damages that arise due to misuse, negligence, mildew discolouration, or incorrect assembly.
  • The warranty does not include the glass, fabric, free items or promotional offers, cushion fabric or filling, or stitching supplied with the set/product (unless there is a manufactural defect which is reported within 48 hours of delivery).
  • featureDECO holds the right to reject any claim resulting from adverse weather damage, i.e. a storm or damage resulting from a natural disaster.
  • General wear and tear such as marks on cushions, powder coating or rope weathering, natural weathering of the wooden element or rope, shattering or scratches to the glass, worn feet, cushion deformation over time is not covered in the warranty. All seat cushion cores have a natural tendency to become softer during a normal usage cycle, and will conform to the shape of the user.
  • Unless otherwise stated at your point of order, featureDECO will not offer a warranty to a customer who reports damages as a result of our furniture used in commercial, institutional environments (i.e. delivered to a business address), or from any damages caused from solvents as a result of cleaning the furniture.
  • The warranty for the furniture is not covered due to damage under extreme weather conditions. Please see our Care and Maintenance information page for further information on how to better care your furniture and help prolong the lifespan of your set.
  • The warranty is void if garden structures such as the Pergola, Swings are not installed on a flat surface, i.e. grass or mulch.  

*Please note: The warranty is intended to cover the original purchaser only and is not transferable. A valid claim will be accepted if the customer produces its original invoice (order number is required) as proof of purchase. The warranty will only cover the affected unit that was reported. Once provided with the evidence, we can pass this on to the manufacturer.

2.  12 Months Warranty 

The warranty applies to the original purchaser from the date of purchase and covers manufacturing faults and defects only. If an item should fail as a result of a manufacturing fault or defect under normal domestic use, the manufacturer at their discretion will repair, refinish or replace the failed item.

The manufacturer reserves the right to substitute failed items with a similar product should the model or colour no longer be available. Any replacement will be for the failed item only not a complete set. The original warranty period is not extended in the event of a repair, refinish, or replacement.

In the event of a failure, it is the customer's responsibility to return the item to the store of purchase along with a copy of the receipt. The warranty specifically excludes general wear and tear, components and parts, corrosion, commercial use (i.e. the furniture set is delivered to a business address), and damage caused as a result of failure to observe reasonable care, maintenance, and assembly instructions for both furniture and hardware.

featureDECO holds the right to reject any claim resulting from adverse weather damage, i.e. a storm.

If the Product is defective, then any repair or replacement will be covered by our usual warranty.

3.  Pergola Products Warranty

Our Lynton pergola range is covered by a 3-year structural and rust warranty and accessories and fixing are covered by a 1-year limited warranty period. The light component is covered by 6 months warranty.

The following is covered by these warranty periods and the below exclusions apply:
• The warranty will cover any material defects or structural damage noticed upon arrival, damage from product misuse will not be covered. 
• Natural wear and tear won’t be covered nor will defects or damage caused by improper use or extreme weather conditions such as high winds or storms.
• The pergolas should be secured to the ground properly as per our instructions and care guides, otherwise, they will not be covered by warranty. Likewise, any adaptations to the product that result in it not performing correctly will not be covered by warranty.

4.  Claims Procedure

In the event of a claim, please contact us and fill out the form on the contact us page. You will then be instructed to send details of the claim and supporting evidence. The claims administrator will access your claim and forward all proof to the manufacturer and this can take between 4-14 working days depending on the issue. Once accessed you will receive a reply within a reasonable period on how we will hand your claim.

 

5.  Warranty for products purchased prior to 2022

Garden Furniture products purchased before 2016 have the following warranty terms.

2005 to 2012 - 12 months warranty

2013 to 2015 - 2 Years Warranty

Prior to 2020 - Including Edinburgh, Fulham, Eastbourne Range - 2 Years Warranty

June 2022 - 7 Year Warranty Introduced on some selected ranges - Manchester, DECO Alfresco

*Please note: The warranty is intended to cover the original purchaser only and is not transferable. A valid claim will be accepted if the customer produces its original invoice (order number is required) as proof of purchase. The warranty will only cover the affected unit that was reported. Once provided with the evidence, we can pass this on to the manufacturer. Clearance, ex-displays, promotional offers are not covered under warranty.*

6. General Care Information

Cushions: Please note, that outdoor cushions bought directly from featureDECO are advertised as showerproof; they are not intended to be stored outside. The cushions are designed for outdoor use and have a special coating to make them showerproof. While fading is inevitable with all fabrics, if they are used in direct sunlight, care must be taken to reduce the effect of fading. We recommend turning cushions on a regular basis. This way the furniture will fade more evenly and the effect is diminished. We recommend an extra set of cushions or covering the set with a throw when not in use. Always store cushions where there is no direct sunlight.

Acacia/Teak Elements: Please note acacia components of the furniture are suitable for outdoor conditions. When exposed to the elements, it will naturally distress as the wood expands and weathers. This will not affect the structural strength of the table as acacia is resistant to rotting. This guarantee does not cover any deterioration due to the usual weathering process such as fading and natural expansion of the wooden element. The surfaces will have been pre-treated to form an aged look, therefore for extra protection, we recommend sealing or using suitable wood stain elements prior to use.

Glass: The glass supplied is tempered to BS standards and will shatter on impact. To prevent accidental damage, do not place very hot, or very cold on the glass. Avoid impact with sharp objects. We advise customers to use a placemat to avoid scratches. Glass has good scratch-resistant properties, however, please do drag across the surface as porcelain, ceramic and metal are harder than glass.

Warranty FAQ's and additional Information:

Hey there, dear customer! We hope you're having a fabulous day. Just a quick and friendly reminder regarding our claims process:

Why is the Order Number Essential? Every order has a unique number, and this is super important for us to verify your purchase and ensure a smooth claim procedure. In the past, we've had a few instances where wonderful folks, perhaps inadvertently, tried to make fraud claims. It puts us in a tricky spot, and to ensure fairness to all, we've made the order number mandatory.

Keep Hold of Your Order Details: To make a successful claim, please ensure you have your order details at hand. Keeping a copy of your order confirmation or noting down the order number can save a lot of hassle down the road.

Warranty Procedure: If, unfortunately, something's not quite right with your purchase, we're here to help. To make a claim under warranty, please shoot us an email. Kindly attach photos showing the fault that's occurred and include either a copy of your order confirmation or the quoted order number. This will help us assist you swiftly and efficiently. The customer is responsibility for delivery charges for repair or replacement during the warranty period.

A Little Heart-to-Heart: We truly value our relationship with you and trust our amazing community. Just a heads-up: at featureDECO, we've always believed in playing fair. If, on the rare occasion, a claim isn't genuine, we might have to void it and re-evaluate our relationship. It's all about mutual respect. Let's keep things transparent and enjoy our journey together!

Where to Find Your Order Confirmation Number?

When you wrap up an order with us, your unique order confirmation number will be immediately displayed on the screen. Please take a photo of this or write this down. Got it? Great!

Didn’t Spot the Email? No worries! After you've placed the order, an automated confirmation email will wing its way to the email address you registered with. Can't find it in your inbox? Sometimes, email providers get a tad overprotective and might place our emails in the spam or junk folder. If that happens, kindly peek there. Once you spot our email, adding our address to your safe list ensures you won't miss out on any future messages.

Still No Email? On the off chance you still haven't received your confirmation, just give us a ring or drop an email, just provide us the quoted order number that was previously shown on the screen in order for us to find you. Our friendly sales team is on standby to resend that all-important order confirmation, filled with details of your order and other handy tidbits.

A Little Recommendation: Do take a moment to go through the confirmation email. It's a good way to ensure everything is as it should be and avoids any potential hiccups down the road. And, oh! Before reaching out, do double-check that spam folder. It's a common hideout for misdirected emails!

Additional Information Assembly:

Assembly Labor Exclusion: This warranty covers defects in materials and workmanship of the product itself, but does not cover any labor costs associated with assembly, disassembly, reinstallation, or removal of the product. The customer assumes full responsibility for any such labor charges. If the product is deemed defective and needs to be replaced, the manufacturer will provide a new replacement unit, but will not reimburse any third-party labor expenses incurred.

Installation Labor: This warranty does not cover labor, installation, setup fees, adjustment of user controls on the product, or service call charges associated with the product. The manufacturer is not responsible for any costs incurred due to the product's installation or for any damage resulting from improper installation. Professional installation services are advised and all associated labor costs will be at the customer's expense.


Replacement Parts & Components: Replacement parts or product components are covered by the remaining period of the original product warranty. Any replacement labor, installation, disassembly or other service charges will not be reimbursed by the manufacturer.
By accepting and using this product, the customer agrees to these terms and conditions regarding exclusion of assembly/installation labor costs related to defective product claims.

Thanks for being awesome and for your understanding. Happy shopping!

And remember, we're always here to help! Keep enjoying our products and services, and have a splendid day ahead!

>
Loading...