Custom furniture after-sales service policy: warranty scope and problem response mechanism

Release time : July 21 2025

Your peace of mind matters - here’s how we stand behind our craftsmanship.

Why This Warranty Exists

When you invest in custom furniture , it should feel like the start of something special—not a gamble. That gorgeous cabinet? That dream sofa? We know they’re not just purchases; they become part of your daily life. Furniture should age gracefully alongside family dinners, movie nights, and cherished memories—not crumble under them.

Unlike mass-produced pieces, your custom items reflect intentional choices. Our warranty honors that partnership by protecting against manufacturing defects while respecting fair boundaries for everyday wear. Here’s how...

Our Core Promise

We own any mistakes in artistry or construction without hesitation. What we won’t do: Treat you like a warranty claim number.

What’s Covered: Your Warranty Protection

If something’s not right, we’ll fix it—period. Below defines the scope of our 24-month manufacturing warranty on all furniture pieces:

️ Materials & Build Flaws

Cracks in solid wood, unstable joinery, peeling veneers caused by factory errors. Think of it like builder protections for furniture.

️ Structural Integrity Issues

Frames warping, drawer slides failing under normal weight, unsteady legs - anything compromising safety or function.

️ Finish Defects

Peeling lacquer, uneven stains, or bubbling varnish arising from workshop application flaws - not cleaning mishaps.

Extended coverage tip: Upholstered pieces include 5-year foam integrity guarantees against premature sagging.

What’s Not Covered: Realistic Boundaries

Transparency matters. These situations fall outside warranty protections:

️ Accidental Damage

Spills, dents from moving mishaps, pet scratches - they’re emotional stories but aren’t craftsmanship faults.

️ Environmental Wear

Sun-fading on curtains placed beside large windows, humidity impacts in damp basements.

️ Improper Modifications

Self-drilled holes, amateur repairs, alterations - much like your car warranty voids with unlicensed mods.

Pro tip: We offer paid repair services for non-warranty issues—often at 30-50% below standard market rates.

Reporting Issues: Simple Steps

Notice a problem? Here’s our headache-free resolution roadmap:

Contact Us Within 48 Hours

Email service@craftfurniture.com with photos/video. Include order number and issue details. We respond within one business day .

Diagnostic Collaboration

We’ll discuss whether it’s fixable remotely or needs inspection. Many issues get resolved via simple part replacements shipped directly.

Repair Timelines

Simple fixes: 3-5 days
Complex rebuilds: Up to 21 days
Replacement option: If repairs extend beyond 30 days, we’ll ｒｅｐｌａｃｅ it entirely.

Our Problem-Resolution Guarantees

Response Times

Acknowledge concerns within 24 hrs, provide action plan in 3 days max. No runarounds.

️ Technician Standards

Specialists trained per ISO furniture repair guidelines. Bring factory tools to your home.

Ongoing Communication

Receive status updates via SMS/email. Your point person remains available throughout repairs.

Special Situations & Returns

Full returns accepted within 14 days if unused and in original packaging. Buyer covers return shipping. After 14 days, replacements only apply for warranty flaws.