To make a claim please call us on 01829 759259 or alternatively email [email protected] To help us understand and fully investigate the reported issue we will ask you to provide photographs.
Once you have submitted your claim and photographs then our customer service team will investigate the issue. If the reported issue is covered under our structural guarantee then we will look to repair* your product to a satisfactory standard. If it is not possible to repair your product then we will replace your product. If a replacement is not available then we will offer a credit note to the value of your original product purchase price. All repairs will be carried out by a qualified furniture technician appointed by The Furniture Market.

20 Year Guarantee covers any structural faults found in our Oak, Hardwood and Painted Furniture (including bed frames but excluding chairs and stools). It covers structural aspects of the product such as the frames, joints, timber and panels. Hardware such as hinges, handles, interior fittings, drawer runners, table extension mechanisms, fixing bolts and brackets are covered by our 5 year guarantee.
5 Year Guarantee covers any structural faults found in all other products including chairs, stools, mirrored furniture, ceramic tables and glass furniture. Upholstered chairs and stools have their frames, joints, webbing and springs covered however fabrics and foam fillings are not covered under our guarantee as they are prone to general wear and tear.

1. Defects resulting from negligence, misuse or accidents.
2. Defects resulting from inadequate maintenance and cleaning.
3. Defects resulting from general wear and tear.
4. Any product being used in a commercial environment (e.g. pub, restaurant, shop, hotel or office) or a property which is rented/used by the general public (e.g. holiday cottage).
5. Any products sold as a second or ex-display.
6. Natural Settlement - The softening of filling materials under normal use is perfectly normal. Chair and stool seats and mattresses will always compress with prolonged use over time. Fabrics and fillings on upholstered products are not covered by our guarantees as they are prone to general wear and tear over time.
7. Marks in the painted finish - It is perfectly normal to see slight marks in the painted surface of your items. All our painted furniture ranges are hand made using natural wood timbers and finished with a hand sprayed paint finish. Due to the natural wood used you may see natural imperfections, indentations, cracks and knots which can be more visible on a painted surface. These markings would not be classed as a manufacturing defect due to the handmade nature of these items and the natural wood timbers used.
8. Cracks and splits in painted surfaces - Visible thin cracks or splits in painted surfaces can happen over time. This is caused by the natural wood beneath expanding and contracting to the moisture and temperature levels of its environment. This is not a manufacturing defect of the wood used and is only a side effect of the natural wood trying to adapt to the environment it is in. If these cracks do happen then please get in touch as we can supply you with a paint touch up kit which can help cover up the cracks.
9. Cracks and splits in the wood grain - Visible splits and cracks in the wood grain of our Oak and Hardwood ranges can also occur overtime. As wood is a natural product it will expand and contract naturally to the moisture and temperature levels of the environment it is in. These natural changes can cause the wood to dry out and as a result shrink which can cause cracks and splits to occur within the wood grain. Although rare this is not a manufacturing defect of the wood used and is only a side effect of the wood naturally adapting to the environment it is in.
10. Cosmetic defects in upholstery resulting from general wear and tear – This includes but not limited to: stitching coming undone, buttons that have come loose, staining, pulls in the fabric or stitching, and cushion/internal foam settlement. General wear and tear is expected in chairs and stools as they can be exposed to a lot of movement and usage overtime. Therefore any cosmetic defects reported which are deemed to have resulted from general wear and tear are not considered a manufacturing fault and would not be covered under our structural guarantee.
11. Defects resulting from adverse environmental conditions – This includes but not limited to: sunlight, moisture and extreme heat (e.g. item being placed close to a raidiator or hot items like mugs or plates being placed on the item).
12. Defects/ Damage to the wood or painted surface resulting from contact with water or chemical products – This includes but not limited to: a water spillage, cleaning products, cosmetic or hair products.

1. The guarantee only applies to the original buyer of the piece of furniture.
2. The guarantee starts on the date of your delivery (receipt of goods).
3. The guarantee only covers manufacturing defects.
4. The guarantee only covers furniture which is used in a domestic setting (e.g. your home).
5. Chairs and Stools have a 5 year structural guarantee only. This covers any frame failure resulting from a manufacturing defect and not wear and tear to fabrics and fillings.
6. If we deem your product to have a manufacturing defect then if possible we will repair your product to a satisfactory standard. If it is not possible to repair your product then we will replace your product. If a replacement is not available then we will offer a credit note to the value of your original product purchase price.
7. We offer a 5 year guarantee on all hardware parts such as hinges, handles, interior fittings, drawer runners, table extension mechanisms, fixing bolts and brackets.
8. You must produce your original proof or purchase receipt to make any claim.
9. Our 20 Year Structural Guarantee is only valid on purchases made on the 1^st April 2023. Orders placed before this date will have a 5 year structural guarantee on all our Oak & Painted furniture and a 3 year structural guarantee on all other products (including chairs, stools, mirrored furniture, ceramic tables and glass furniture).

All our Oak, Hardwood and Painted ranges are constructed using natural wood and will need to adapt to your home environment. Over the course of a year your home will experience a range of atmospheric and temperature changes which can affect your furniture. These may result from natural factors (e.g. weather changes) or human controlled factors (e.g. the heating being switched on or off). While these changes are natural it is important to recognise how your wooden furniture may adjust in your home;

1. You may notice at different times of year some doors and drawers may stick or not close as they normally would at other times of the year. This is because the temperature and atmospheric changes can cause the wood to naturally swell or shrink.
2. In warmer environments wood will dry out quickly, increasing the risk of shrinkage cracks from occurring on the surface of the wood. The wood will dry from the outside inwards however as the centre of the wood is moist and hard the outside layer isn’t given room to shrink therefore causing cracks or splits to appear in the wood grain. This is a natural process for your furniture to go through and is nothing to worry about. The majority of the time you will not notice any signs of this happening however this may be something to consider when thinking about a home for your new piece of furniture. For example if you leave a piece of furniture in front of a radiator you are likely to expose it to a lot of heat which could cause the wood to dry out more quickly than it normally would, increasing the risk of cracks or splits from appearing.
3. If your furniture is exposed to a moist environment (e.g. a bathroom) then this can cause your wooden furniture to expand and swell therefore increasing the risk of doors or drawers sticking or causing cracks or splits in the wood. Again this may be something to consider when deciding on where to place your new piece of furniture.

Small splits and cracks in furniture constructed with natural wood is nothing to be worried about. It is natural for wood to move due to the atmosphere the furniture lives in. If anything, splits and cracks can improve the structural integrity of the piece of furniture as it relieves internal pressures from deep within the wood. However if you do notice a large split or crack then this can affect the structural integrity of a piece of furniture in which case we would recommend you contact us so we can investigate.

Our guarantee only covers structural manufacturing faults therefore upholstery (fabrics and fillings) on chairs and bar stools are not covered as this is prone to general wear and tear.

Mattresses are excluded from the guarantee we offer as they come with their own manufacturing guarantee. Details of the guarantee we offer on mattresses can be found on the product listing for each mattress and in our terms and conditions under point 15.12.

We offer a 5 year manufacturer’s warranty on all our oak flooring providing it has been installed by a qualified flooring installer and the conditions of the sub-floor and environment are suitable for this floor as stated in the installation instructions. See full details on our oak flooring warranty is set out in our terms and conditions under points 16 to 16.16.

The 20 year structural guarantee on all our Oak & Painted furniture and the 5 year structural guarantee on all other products only applies to orders placed from 1st April 2023 onwards. Orders placed before this date will have a 5 year structural guarantee on all our Oak & Painted furniture and a 3 year structural guarantee on all other products (including chairs, stools, mirrored furniture, ceramic tables and glass furniture).

If you have just received delivery of a damaged item then please contact us immediately on 01829 759 259 or email [email protected] To help us understand the issue we may ask you to provide photographs of the damage. However if your item has arrived damaged then we will work with you to resolve the issue.

The guarantee will end 20 years* from the original purchase date. *This only applies to Oak, Hardwood and Painted Furniture (including beds but excluding chairs and stools) purchases on or after 1^st April 2023. All other products will be 5 years from the original purchase date. Mattresses come with their own manufacturing guarantee which is detailed on each mattress product listing and in our terms and conditions. For more information relating to our Guarantees please see points 15 & 16 on our terms and conditions page: https://www.thefurnituremarket.co.uk/terms-and-conditions