Warranty
The limited warranty, and how to make a claim
A warranty is a promise about construction, and ours is narrow and exact. Coverage is for defects of material or workmanship that the piece already had on delivery day. It is held by the original purchaser, for furniture in normal commercial use: a restaurant, a bar or a similar room in daily service. What follows sets out how long coverage runs, what it leaves out, and what we need from you when something is wrong.
How long coverage runs
The period depends on the kind of piece, and it runs from the shortest to the longest below.
- Six months: solid wood tops, and every patio chair, table and stool
- One year: wood armchairs and wood stools with arms; booths; table bases; indoor tables whose tops are anything but solid wood; metal chairs and stools that swivel; every other wood chair and stool
- Three years: selected side chairs and stools in wood
- Seven years: chairs and stools of metal that do not swivel
Product pages state the period wherever the classification is clear.
What coverage leaves out
- Misuse of a piece, or any alteration made to it
- A cleaning agent that is wrong for the material
- Products sold unfinished, and components bought by themselves
- Solid wood doing what solid wood does: moving, checking, opening at a seam
- Indoor furniture put outside, and patio furniture left uncared for
- Damage in transit, which is settled with the carrier
- Normal wear
Freight damage follows the receiving steps on the delivery page; the carrier claim is the route for it.
Where the line falls
A weld that has cracked, a joint that has opened, a seam stitched badly or a fitting that does not match: those are defects, and the warranty is for them. A booth seat that has softened after years of nightly sitting has worn, and wear is not a defect. In February a solid wood top may open a thin seam; that is the wood answering dry air. If you aren't sure where a problem falls, send the photos anyway and we'll take a look.
Two clocks after a delivery
Two clocks start when the freight arrives. The first, 24 hours, is for damage that was hidden inside a carton. The second, three days from receipt, is for shortages and defects, and the notice has to be in writing. Both begin the day the pallets come off the truck, so the unpacking should begin then too.
Making a claim
Send an email to sales@restaurantfurniture.online. Put CLAIM first in the subject line and the project name after it. In the body, give the order reference, say what is wrong, and attach photos of the whole piece, a close view of the fault, and the labels. A short, clear email with good pictures settles most questions on the first reading.
What we do about it
When a piece is found defective under the warranty, our remedy is repair, replacement or a credit of the purchase price, and which one is our call. A piece that is sound but unwanted falls under the returns terms instead.
Keeping coverage intact
Clean with what suits the material, touch up chipped coating, tighten fasteners that work loose, and rinse and cover outdoor pieces. The materials guide lists the care for each surface. Keep the order confirmation and the signed bill of lading, and photograph each delivery on the dock the day it arrives. File the pictures beside the paperwork. Questions before you buy? The FAQ answers most of them, and contact tells you how to reach a person.