Making a Claim with Furniture Warranty
In order to make a claim you must notify the service provider as soon as possible after the incident, and in any event no later than 14 working days after the occurrence. Any delay in notification may result in permanent damage and will invalidate your claim. You should notify the Customer Service Help line on the relevant number shown below, quoting your Certificate number and the reason for the service request. Customer Service Help line 01384 473017 (Monday – Friday 9am-5pm).
Claims
Valid claims will be settled by cleaning, repairing or replacing the damaged product. If a repair can be made, it must be considered prior to a replacement being considered. Neither the value of repairs or replacement shall exceed the maximum liability. Over time the colour, shade and appearance of your product is likely to change and therefore in the event new covers are required we will supply parts based on the original appearance of your product. Wherever possible we will try and limit any differences, but our liability is to repair the product based on the original specification. We may decide to offer you a cash settlement in lieu of a repair for the value of our repair.
Cleaning Products
In the event of a stain claim the Administrator’s first response may be the despatch of a specialist cleaning product for your stain along with a claim form. If the cleaning product is unsuccessful in removing the stain, then please complete the claim form and the Administrator may then arrange for an inspection of your furniture to decide upon the most economical method of settling your claim. Where we are not able to clean, repair or replace the damaged product satisfactorily we will issue a credit note for use at the same retailer from which you originally purchased the product. If the retailer has ceased to trade or has moved, we will issue a credit note for use at a similar retailer of our choice that is local to you. The value of the credit note will be the amount you paid for the product less any previous claim costs, subject to the maximum liability.
Additional Parts
Where items are non-integral and therefore easily separated, such as a sideboard and chest of drawers or arm caps, scatter cushions and other accessories, they are treated as separate products in the event of a claim. If your claim is settled by credit note we reserve the right to take sole ownership of the defective product. If we chose to take ownership, the defective product will be collected following the delivery of the replacement product. If we choose not to collect the defective product as above, the ownership of it and the responsibility for it will remain solely with you”