Warranty T&C's

At Jack Stonehouse, we trust that you’re enjoying your recent purchases. However, just to ensure your peace of mind, we offer a 1-year warranty on all orders.

We’ve compiled some frequently asked questions about our warranty policy, which we hope will clarify any doubts.

What’s covered?
Our guarantee protects you against the following:

  • Faulty workmanship during the manufacturing process

  • Frame issues, including timber, veneers, stability joints, and springs

  • Issues with components like handles, catches, hinges, interior fittings, drawer runners, table leaf actions (reciprocal and butterfly) etc.

What’s not covered?
The following conditions are excluded from the guarantee:

  • Evidence of product abuse, misuse, or use in a non-domestic setting

  • Damage caused by improper assembly or failure to follow the provided instructions

  • Products that haven’t been properly maintained according to the care instructions

  • Alterations or repairs not made by our team

  • Natural wear and tear, including surface scratches and chips

  • General wear and tear, such as staining, excessive soiling, abrasions, tears, burns, accidental damage, natural settlement of cushion interiors, and typical settling of bed fillings

  • Damage caused by dye transfer from non-colourfast items (like clothing or throws), or contamination from cosmetic products (such as tanning lotions or hair products)

  • Fading, cracking, or splitting of timber due to natural aging or weathering

  • Cracking of wood caused by extreme humidity fluctuations or direct heat (from sources like air conditioning or radiators)

  • Damage from an unsanitary environment (for example, caused by pets); we reserve the right to refuse collection or disposal of such items

  • Products exported outside of Great Britain and Northern Ireland

How do I make a claim?
To make a claim within the 1-year guarantee period, simply get in touch with our customer service team via phone or email. Be sure to have proof of purchase on hand. This warranty is valid only for the original purchaser named on the order and is non transferable.

In the event of a claim, we may ask for images or videos to help verify the issue with the product.

What happens next?
If we are unable to repair the item, or if repair is not feasible, we will replace it with the same product. If that item is no longer available, we will provide a suitable equivalent or offer the value of the item toward a new purchase, at our discretion.

 

Have more questions? Please check out our FAQ page for more details or contact us here.