Warranty Policy

At Duxbert, we partner with trusted manufacturers to bring you furniture built with quality and craftsmanship. We stand behind our products: if a product you purchase from us has a material manufacturing or workmanship defect at the time of delivery, we will remedy it at our discretion.

This warranty reflects our commitment to quality while respecting the handcrafted nature of our solid wood furniture.

1. Submitting a warranty claim

Notification timeline
All warranty claims must be reported within 24 hours of delivery.

How to submit

Email support@duxbert.com with:

• Your Duxbert order number
• Detailed description of the issue
• Clear, well-lit photographs showing the defect from multiple angles
• Date of delivery

Response time
Our Customer Care team will review your claim and respond within 7 business days.

2. Scope of the warranty

What IS covered

This warranty covers defects present at the time of delivery:

• Manufacturing defects: Material flaws in construction or assembly
• Workmanship defects: Poor joinery, finish application, or structural integrity issues
• Transit damage: Damage occurring during shipping to your location
• Design defects: Structural or functional failures due to design flaws

What is NOT covered

This warranty does not apply to defects or damage resulting from:

Normal wear and tear

• Gradual deterioration from everyday use
• Color fading or changes over time from light exposure
• Minor scratches, scuffs, or marks from regular use
• Fabric pilling, loosening, or softening
• Cushion compression from normal seating

Accidents, misuse, or abuse

• Cuts, burns, stains, or spills
• Pet damage (scratches, chewing, stains)
• Impact damage or breakage from dropping or rough handling
• Exposure to extreme heat, cold, moisture, or humidity
• Outdoor use of furniture not rated for exterior conditions
• Use beyond normal residential purposes

Improper care or maintenance

• Damage from harsh cleaning chemicals or abrasive materials
• Failure to follow care instructions provided
• Lack of routine maintenance (tightening hardware, rotating cushions)

Natural material characteristics

• Natural variations in wood grain, knots, and mineral streaks
• Color variations between pieces or from samples/photos
• Minor size variations (up to 5 cm/2 inches)
• Wood movement (expansion/contraction) due to humidity changes
• Natural settling of joints in solid wood furniture
• Inherent characteristics of handcrafted furniture

Unauthorized modifications or repairs

• Assembly or installation not performed according to instructions
• Modifications, alterations, or customizations by anyone other than Duxbert
• Repairs attempted without Duxbert authorization
• Use of incompatible parts or accessories

Items sold "As-Is" or clearance

• Floor samples, display models, or clearance items (unless otherwise stated)
• Products explicitly sold with disclosed imperfections

Commercial or heavy-use environments

• Use in commercial, institutional, or rental properties (unless specifically designated for such use)

Environmental or external factors

• Damage from fire, flood, earthquake, or other natural disasters
• Rust or corrosion from environmental conditions
• Insect or pest damage
• Mold or mildew

Any product replaced under this warranty will remain covered only for the remainder of the original warranty period.

3. Warranty period

For consumer (B2C) customers

Your legal rights:

Region	Warranty coverage	Your consumer rights
European Union	12 months from delivery	2-year legal guarantee for defects; 14-day right of withdrawal
United Kingdom	12 months from delivery	Up to 6 years (England/Wales/NI) or 5 years (Scotland) for defects; 14-day cooling-off period
Canada	12 months from delivery	Provincial consumer protection laws apply; 7-10 day cancellation rights
United States	12 months from delivery	State-specific consumer protection laws apply

 

Important: These statutory rights are in addition to, and do not limit, your legal consumer rights under applicable law. If a defect appears within the statutory period in your jurisdiction, you may have additional remedies beyond this warranty.

For business (B2B) customers

• 12 months from delivery for manufacturing and workmanship defects
• Returns, refunds, and exchanges are governed by our separate B2B Terms and Conditions
• B2B customers are exempt from consumer distance selling regulations
• Claims must comply with our trade account terms

4. Remedy & coverage

Once your claim is approved, Duxbert will, at our sole discretion:

Option 1: Replace

• Replace the defective product with the same model
• If unavailable, provide a comparable alternative of equal or greater value

Option 2: Refund

• Provide a full or partial refund
• Refund amount at our discretion based on the nature of defect

Costs covered

• Approved warranty claims: Duxbert covers return shipping and replacement shipping costs
• Claims outside warranty coverage: Customer is responsible for all shipping and handling costs
• Refused or undeliverable returns: Customer bears all costs if return is refused or undeliverable

Replacement products

Any product replaced under this warranty:

• Will be covered only for the remainder of the original warranty period
• Does not restart the warranty clock
• Is subject to the same terms and exclusions

5. Care & maintenance

To maintain your warranty coverage, you must:

Regular cleaning
✓ Clean with a soft, dry, or slightly damp cloth
✓ Wipe spills immediately
✓ Avoid harsh chemicals, abrasives, bleach, or ammonia-based cleaners
✓ Use appropriate wood polish or conditioner if recommended

Environmental protection
✓ Avoid direct sunlight or position furniture away from windows
✓ Keep away from heat sources (radiators, fireplaces, heating vents)
✓ Maintain consistent indoor temperature and humidity (40-60% relative humidity ideal)
✓ Use coasters, placemats, and trivets for hot/cold items

Proper use
✓ Distribute weight evenly; avoid standing on furniture
✓ Do not drag furniture; lift when moving
✓ Tighten hardware periodically as needed
✓ Rotate and fluff cushions regularly for even wear
✓ Use furniture pads under items to prevent scratches

Immediate inspection
✓ Inspect furniture thoroughly upon delivery
✓ Report any damage within 24 hours
✓ Take photos of packaging and product if damage is visible

Failure to properly care for your furniture may void warranty coverage.

6. How we determine defects

Duxbert reserves the right to:

• Inspect the product (via detailed photos)
• Request additional information or documentation
• Determine whether damage is covered under warranty or excluded
• Decide the appropriate remedy (replace or refund)

Our decision is final. We will provide a written explanation of our determination.

7. Your consumer rights by region

This warranty is provided in addition to your statutory consumer rights. You may have additional rights depending on your location:

European Union

• 2-year legal guarantee against defects under the Consumer Sales Directive
• 14-day right of withdrawal for distance/online purchases (Consumer Rights Directive)
• Right to replacement, price reduction, or refund for non-conforming goods

United Kingdom

• Consumer Rights Act 2015 protects you for up to 6 years (England/Wales/NI) or 5 years (Scotland)
• 14-day cooling-off period for online purchases
• Right to reject faulty goods within 30 days for full refund

Canada

• Provincial consumer protection laws vary by province
• 7-10 day cancellation period for distance contracts (depending on province)
• Goods must match description, be of acceptable quality, and fit for purpose

United States

• State-specific consumer protection laws apply
• No federal requirement for returns, but state laws may provide additional protections
• Products must be as described and meet implied warranty of merchantability

These rights exist independently of this warranty and cannot be waived.

8. Limitations and exclusions

Liability limits

To the fullest extent permitted by law:

• Duxbert is not liable for indirect, incidental, consequential, or special damages
• Our maximum liability is limited to the purchase price of the defective product
• We are not responsible for costs related to: installation, assembly, delivery access issues, or removal of old furniture

What we don't warrant

• Handcrafted variations: Each piece is unique; slight differences are inherent and not defects
• Product photos: Colors may appear different due to screen settings and lighting
• Discontinued products: Replacements may be comparable alternatives if original is unavailable

9. Handmade furniture notice

Duxbert furniture is crafted from 100% solid wood. As with all natural materials:

• Wood grain patterns will vary from piece to piece
• Color variations are normal and beautiful
• Minor knots and mineral streaks add character
• Size may vary up to 5 cm (2 inches) from stated dimensions
• Wood movement (slight expansion/contraction) is natural with humidity changes

These characteristics are NOT defects and are not covered under warranty. They are signs of authentic, quality craftsmanship.

By purchasing handcrafted furniture, you acknowledge and accept these natural variations.

10. Return & refund policy (consumer customers)

Change of mind returns

European Union & United Kingdom:

• 14-day cooling-off period* from delivery date
• No reason needed; simply notify us of your decision to return
• Item must be unused and in original condition/packaging
• Customer pays return shipping unless item is defective
• Full refund processed within 14 days of receiving returned item

Canada:

• 7-10 day cancellation period* (varies by province)
• Follow provincial distance selling contract requirements
• Return conditions same as EU/UK above

United States:

• 30-day return policy* (voluntary Duxbert policy)
• Item must be unused, in original condition and packaging
• Customer pays return shipping unless item is defective
• 15% restocking fee may apply

Defective or damaged items

• No cost to customer* for returns of defective/damaged items
• Duxbert covers return and replacement shipping
• Full refund or replacement provided
• Report within *24 hours* of delivery

11. Business (B2B) customers

If you are purchasing for business purposes:

• Consumer protection laws do NOT apply* to B2B transactions
• Returns, warranties, and refunds are governed by our *separate B2B Terms and Conditions
• You must comply with trade account requirements
• 24-hour* defect notification period applies
• No statutory cooling-off period

Please refer to your trade account agreement for complete B2B terms.

12. Force majeure

Duxbert is not liable for delays or failures caused by events beyond our reasonable control, including:

• Natural disasters (floods, earthquakes, storms)
• Pandemics or public health emergencies
• War, terrorism, or civil unrest
• Strikes, labor disputes, or transportation disruptions
• Government actions or regulatory changes
• Supplier or manufacturer failures

During such events, warranty obligations may be temporarily suspended.

13. Updates to this warranty

We reserve the right to update this warranty policy at any time. Changes will:

• Be posted on our website with an updated "Last updated" date
• Apply to purchases made after the revision date
• Not affect warranties for products already purchased

14. Governing law

This warranty is governed by:

• EU customers: Laws of your country of residence and EU consumer protection directives
• UK customers: Laws of England and Wales / Consumer Rights Act 2015
• Canadian customers: Laws of your province of residence
  
• US customers: Laws of your state of residence

15. Contact us

For warranty claims, questions, or support:

Email: support@duxbert.com

Response time: Within 7 business days

Thank you for choosing Duxbert. We're committed to your satisfaction and stand behind the quality of our handcrafted furniture.