For your peace of mind we offer a 20 year structural guarantee on
all our Oak & Painted furniture and a 5 year structural guarantee on all
other products (including chairs and stools).
How do I make a claim?
To make a claim please call us on 01829 759259 or alternatively email info@thefurnituremarket.co.uk 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.
What is included in our guarantee?
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.
What’s not included in our guarantee?
Defects resulting from negligence, misuse
or accidents.
Defects
resulting from inadequate maintenance and cleaning.
Defects
resulting from general wear and tear.
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).
Any
products sold as a second or ex-display.
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.
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.
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.
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.
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.
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).
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.
What are the guarantee rules?
The
guarantee only applies to the original buyer of the piece of furniture.
The
guarantee starts on the date of your delivery (receipt of goods).
The
guarantee only covers manufacturing defects.
The
guarantee only covers furniture which is used in a domestic setting (e.g.
your home).
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.
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.
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.
You
must produce your original proof or purchase receipt to make any claim.
Our
20 Year Structural Guarantee is only valid on purchases made on the 1st
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).
How does wood furniture adjust to its home environment?
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;
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.
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.
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.
Is upholstery covered within the guarantee?
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.
Are mattresses covered under the guarantee?
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.
What guarantee is offered on Oak Flooring?
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.
Does the guarantee cover previous purchases?
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).
I have just received delivery and my item is damaged. Is this covered under the guarantee?
If you have just received delivery of a damaged item then please contact us immediately on
01829 759 259 or email info@thefurnituremarket.co.uk 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.
When does my guarantee end?
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 1st 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://www1.thefurnituremarket.co.uk/terms-and-conditions