Warranty
We provide a 2-year manufacturing warranty for each of our wooden products and a 6-month warranty for textile products. If the product has any fractures or damages that have appeared during usage and it is connected to the quality of manufacturing or materials we will replace it.
Please, send the following info to our email [email protected]:
- Order number;
- Name and email which you provided when placed the order;
- Photos and description of the imperfections;
There are 2 ways how we can resolve your warranty claim:
In case of issues with the specific part of the item, we identify the part and send you the replacement for free, covering all the shipping costs.
In case the whole item needs to be replaced, you will need to send us clear detailed photos of the item and we will solve the issue individually.
Please note: When submitting a warranty claim, the customer is required to provide full information about the order. We cannot process warranty claims for products for which the order number or other identifying information—such as email, phone number, or buyer's name—is missing.
If the product was gifted, resold to other users after initial use, or purchased second-hand from a third-party seller, the warranty will not apply to this item.
Woodandhearts provides a 10-year warranty for beech pegs to our products, provided they are used according to their intended purpose, which includes free service maintenance during the specified period. The warranty term starts from the day of purchase.
The list of warranty cases includes the following:
- Structural Integrity: Any defects in materials or workmanship that affect the structural integrity and functionality of the rods. This includes broken, fractured, or excessively warped components under normal use conditions.
- Stability and Security: Failures in the rods that lead to instability or insecurity, assuming normal usage, that could compromise the user's safety.
- Manufacturing Defects: Defects in the manufacturing process, including but not limited to misalignment of parts, issues with sanding, finishing, or overall construction quality.
- Durability: Premature wear in case of compliance with operating
conditions, including significant deterioration of finish or wood structure. - Hardware Failure: Malfunction or failure of built-in hardware components (if any), such as screws, bolts, and fasteners, that were originally provided with the product.
Exclusions from Warranty Coverage
The 10-year warranty does not cover defects that have arisen for the following reasons:
- Normal Wear and Tear: Cosmetic damage or surface scratches that occur through normal use.
- Violation of usage rules: Damage due to improper use, modifications related to violation of installation and operation rules, or use of pegs not for their intended purpose.
- Environmental Damage: Damage from exposure to extreme temperatures, humidity, liquids, or direct sunlight which can cause warping, splitting, or discoloration.
- Commercial Use: Damage or failure resulting from commercial, institutional, or rental use of the rods.
- Third-Party Repairs: Any damage or malfunction resulting from unauthorized modifications, repairs, or alterations not performed by approved service personnel.
- Natural Characteristics: Variations in grain, color, or texture of the wood, and natural wood movements due to environmental factors.
- Force majeure, accidents, intentional damage, or careless handling of the product
Submitting a Warranty Claim to the Manufacturer
Warranty claims must be submitted in the form of an email to: [email protected]
The claim must include the order number that confirms the purchase of the product, as well as photographic documentation of the defect.
PEASE NOTE, THAT THE ITEMS SHOULD NOT BE LEFT OUTSIDE. THEY ARE
FOR INDOOR USE ONLY.
Our warranty does not cover the damages caused by the weather conditions if items are left outside.
If you have any questions please contact our support by email and we will solve
any issues as soon as possible: [email protected]