Indoor Furniture GuaranteeUpdated 9 minutes ago
Your Harbour Lifestyle Guarantee
On top of your statutory rights, we provide a product guarantee against defects in materials and manufacturing. The length of your guarantee depends on the product you have purchased (the exact length can be found on the individual product pages. Details are set out in this policy.
If something goes wrong, we will always try to resolve it quickly and fairly. Our approach is to repair or replace before considering a refund - but we will always follow your legal rights.
To properly maintain your furniture, you must follow our Product Care & Maintenance guide,
Your Guarantee Period
The length of your Harbour Lifestyle Guarantee depends on the specific product you have purchased, and in some cases, the specific component within that product. Different parts of the same product may carry different guarantee periods – for example, a structural frame may carry a longer guarantee than cushion fabrics or consumable components.
Your specific guarantee period – including any component-level variations – is stated on the product page at the time of purchase. We recommend keeping a record of this, for example by saving the product page or taking a screenshot, as your order confirmation email does not restate your guarantee period. Your order confirmation email does include initial product care guidance, which we recommend you keep for reference.
The period that applies to your purchase is the one stated at the time your order was placed on the individual product page.
Guarantee period information is stored against your specific product and order and can be confirmed by our customer service team at any time should you be unable to locate your original order confirmation.
Indoor Dining Furniture
Table Frame & Structure
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure from manufacturing defect under normal domestic use | Structural failure from exceeding stated weight capacity |
| Manufacturing defects in joints, welds, or construction at delivery | Damage from sitting or standing on table |
| Corrosion of aluminium substrate beneath intact coating (manufacturing defect) | Damage from dragging across floors - always lift |
| Damage from uneven floor surfaces | |
| Damage from incorrect assembly | |
| Corrosion where protective coating damaged |
Table Top: Timber
The Timber Assessment Framework applies to all timber table tops.
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure or delamination of engineered timber from manufacturing defect | Natural movement from temperature or humidity changes, do not position over radiators or underfloor heating outlets |
| Manufacturing defects in surface finish at delivery, reported within 48 hours | Surface scratching or marking, always use placemats, coasters, and table protectors |
| Staining from food, drink, or oils | |
| Heat damage from hot items or extreme cold items, always use mats or trivets | |
| Damage from non-recommended cleaning products | |
| Damage from excessive moisture | |
| Deterioration of surface finish through normal use | |
| Colour variation or tonal difference between the main table top and any extension leaf caused by differential UV exposure or weathering | |
| Customer sanding, refinishing, or treating with non-recommended products | |
| Natural grain, colour, or texture variation |
Table Top: Glass, Marble & Stone
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery, reported within 48 hours | Breakage from any impact |
| Spontaneous breakage of toughened glass from nickel sulphide inclusion where reasonably established | Thermal shock or heat damage from hot items or extreme cold items, always use mats or trivets |
| Scratching through normal use | |
| Etching of marble or stone from acidic substances - wine, fruit juice, vinegar, citrus. Always use coasters and clean spills immediately | |
| Staining of marble or stone - must be sealed regularly per care guide | |
| Natural variation in veining, colour, or pattern - inherent characteristic | |
| Colour variation or tonal difference between the main table top and any extension leaf caused by differential UV exposure or weathering | |
| Chips or edge damage from incorrect handling | |
| Cracking from uneven support or incorrect installation |
Important: Marble and stone table tops are sensitive to acidic substances, heat, and abrasion. Regular sealing is required to maintain stain resistance. Please read the care guide carefully before use.
Dining Chairs & Benches - Frame
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure from manufacturing defect under normal domestic use | Structural failure from exceeding stated weight capacity |
| Manufacturing defects in joints, welds, or construction at delivery | Damage from standing or climbing on chairs or benches |
| Damage from leaning back excessively on rear legs - common cause of joint failure | |
| Damage from dragging across floors | |
| Damage from incorrect assembly | |
| Damage to surfaces caused by not using feet protectors | |
| Loosening of joints - periodic tightening is normal maintenance |
Dining Chairs - Upholstery & Fabric
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at seams or stress points within guarantee period | Staining from food, drink, or other contaminants - strongly recommend fabric protector at purchase |
| Manufacturing defects in fabric including excessive pilling inconsistent with the age and use of the product within the guarantee period | Gradual fading through light exposure |
| Manufacturing defects in leather or PU leather including premature peeling, delamination, or surface separation inconsistent with the age and use of the product within the guarantee period | Damage from non-recommended cleaning products |
| Dye transfer from clothing | |
| Damage from pets | |
| Cracking of leather or PU leather caused by inadequate conditioning, peeling or delamination through normal use over time | |
| Stress cracking at seat edges, fold points, or areas of concentrated repeated use - this is an inherent consequence of the nature of dining chair use and not a manufacturing defect | |
| Normal wear at contact points |
Extending Mechanisms
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects within guarantee period under normal domestic use | Damage from forcing mechanism - always operate smoothly with table clear |
| Failure from manufacturing defect preventing correct extension or retraction | Damage from exceeding weight capacity of extended table top |
| Wear of moving parts - periodic lubrication is normal maintenance | |
| Damage from incorrect storage of extension leaf - store flat in dry environment | |
| Warping of extension leaves from damp storage or storage against walls | |
| Damage from misalignment on uneven floor surfaces |
Beds & Bedroom Furniture
Bed Frame & Structure (timber or metal)
The Timber Assessment Framework applies to all timber bed frame components.
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure from manufacturing defect under normal domestic use | Structural failure from exceeding stated weight capacity |
| Manufacturing defects in joints, slats, or construction at delivery | Damage from jumping or standing on bed |
| Damage from incorrect assembly - must follow instructions exactly | |
| Damage to slats from incompatible or overweight mattress | |
| Loosening of joints - tighten all fixings at least annually | |
| Staining from food, drink, body oils, cosmetics, or pet contact | |
| Damage from dragging across floors | |
| Damage from modification including non-supplied components |
Headboard - Frame
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure from manufacturing defect within guarantee period | Damage from leaning excessive weight against headboard |
| Manufacturing defects in construction or supplied wall fixings | Damage to wall fixings or wall from incorrect installation |
| Damage caused by incorrect installation or failure to correctly tighten or maintain tightness of fixings | |
| Staining from hair products, body oils, cosmetics, or food and drink - strongly recommend using a headboard protector | |
| Damage from modification or attachment of items to frame |
Headboard - Upholstery, Fabric & Leather
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at seams or stress points within guarantee period | Staining from hair products, body oils, cosmetics, or food and drink - strongly recommend using a headboard protector |
| Manufacturing defects in surface finish – including paint drips, runs, uneven coverage, peeling, or colour inconsistency – present at the point of delivery and reported within 48 hours | Gradual fading through light exposure |
| Damage from non-recommended cleaning products | |
| Dye transfer from bedding, clothing, or hair products onto light-coloured upholstery | |
| Damage from pets | |
| Normal wear at contact points |
Storage Mechanisms - Ottoman & Divan
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects in ottoman lift or divan drawer mechanisms within guarantee period | Damage from exceeding stated storage capacity |
| Damage from forcing mechanism | |
| Damage from storing excessively heavy items placing lateral stress on mechanism | |
| Wear of hinges, gas lifts, or drawer runners through normal use | |
| Use of incorrect mattress outside of the weight requirements for the bed | |
| Deterioration of rubber or plastic components beyond 12 months | |
| Staining from hair products, body oils, cosmetics, or food and drink - strongly recommend using a headboard protector | |
| Damage from moisture in storage area |
Mattresses
Important hygiene note: For hygiene reasons, mattresses that have been stained cannot be accepted for return, exchange, or guarantee assessment regardless of the nature or cause of the stain. Always use a mattress protector from the first night.
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery, reported within 48 hours | Normal settlement and body impression - all mattresses develop a body impression over time. An impression of up to: Memory foam or latex: 2cm Innerspring or hybrid: 4cm is considered normal settlement |
| Structural failure from manufacturing defect within guarantee period – including significant premature loss of support beyond normal settlement | Gradual softening through normal use |
| Staining of any kind - once stained a mattress cannot be returned for hygiene reasons regardless of cause. Always use a mattress protector | |
| Using a mattress not compatible with the bedframe base | |
| Damage from bending, folding, or rolling during delivery or installation | |
| Maintain or turn mattresses according to manufacturers' guidelines | |
| Tufting failure caused by inadequate anchoring at manufacture within the guarantee period | |
| Damage from incorrect handling |
Important – Suitable Base Required: Your mattress must be used with a suitable base that provides adequate support. For slatted bed frames, slats should be approximately 10cm wide with a gap of no more than 7.5cm between them. Use on an unsuitable or inadequately supportive base is not covered under guarantee (see Section 4.11a).
Cabinet & Storage Furniture
Carcass & Structure
The Timber Assessment Framework applies to all solid timber cabinet components.
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Structural failure from manufacturing defect under normal domestic use | Structural failure from exceeding stated weight capacity - always observe shelf weight limits |
| Manufacturing defects in construction, joints, or back panels at delivery | Damage from overloading - concentrated weight on single shelf point is common cause of failure |
| Manufacturing defects in surface finish – including paint drips, runs, uneven coverage, peeling, or colour inconsistency – present at the point of delivery and reported within 48 hours | Damage from incorrect assembly - must fix to wall where stated as required for stability |
| Damage from failure to wall-fix where required - Harbour Lifestyle accepts no liability for damage or injury from failure to wall-fix units where this is required | |
| Damage from moisture exposure in high humidity areas unless product specifically designed for that purpose | |
| Natural movement of solid timber from temperature or humidity changes | |
| Damage from dragging across floors |
Doors, Drawers & Fronts
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery | Gradual misalignment from natural timber movement - minor adjustment is normal maintenance |
| Failure to open and close correctly from manufacturing defect within guarantee period | Damage from forcing stiff doors or drawers - stiffness from seasonal humidity is not a defect |
| Manufacturing defects in surface finish – including paint drips, runs, uneven coverage, peeling, or colour inconsistency – present at the point of delivery and reported within 48 hours | Surface scratching, chipping, or marking through normal use |
| Damage from overloading drawers | |
| Damage from slamming repeatedly | |
| Breakage of glass panels or inserts from any cause occurring after delivery | |
| Damage to handles, fixings, or surrounding cabinet material caused by overtightening during installation or adjustment | |
| Warping from direct heat sources or significant humidity changes |
Hinges, Runners & Hardware
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery | Loosening through normal use - periodic adjustment and tightening is normal maintenance |
| Failure from manufacturing defect within guarantee period under normal domestic use | Wear of drawer runners through normal use |
| Damage from overloading doors or drawers | |
| Squeaking or noise from hinges through normal use | |
| Damage from slamming | |
| Corrosion in high humidity environments |
Surface Finishes & Veneers
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery, reported within 48 hours – including significant bubbling or delamination from manufacturing defect | Surface scratching, marking, or scuffing through normal use |
| Manufacturing defects in surface finish – including paint drips, runs, uneven coverage, peeling, or colour inconsistency – present at the point of delivery and reported within 48 hours | Deterioration of surface finish through normal use |
| Staining from hair products, body oils, cosmetics, or food and drink chemicals, or treatments or contaminants not recommended for the material including but not limited to bleaches, solvent-based cleaners, abrasive pads, or steam cleaning | |
| Lifting or delamination from moisture or positioning adjacent to heat sources | |
| Damage from non-recommended cleaning products | |
| Customer sanding, refinishing, or treating with non-recommended products | |
| Fading from direct sunlight, position away from direct sunlight | |
| Heat damage from hot or exceptionally cold items, always use resistant mats |
Glass Doors & Inserts
| ✓ COVERED | ✗ NOT COVERED |
|---|---|
| Manufacturing defects at delivery, reported within 48 hours | Breakage from any impact |
| Spontaneous breakage from nickel sulphide inclusion where reasonably established | Surface scratching through normal use |
| Chips or edge damage from incorrect handling or assembly | |
| Thermal shock from sudden temperature change |
Timber Assessment Framework
Where a timber component fails structurally, our assessment will consider the following:
| Evidence Found | Decision |
|---|---|
| Visible material defect - soft spots, voids, pockets, or holes | Covered |
| Pre-existing crack along grain line or through knot | Covered |
| Manufacturing defect in joint - insufficient adhesive or incorrect construction | Covered |
| Failure consistent with normal use + break pattern indicates material weakness | Covered |
| Clean transverse break across sound grain - excessive force applied | Not covered |
| Evidence of misuse - standing, jumping, or weight beyond capacity | Not covered |
| Previously repaired or modified by customer | Not covered |
| Issue | Evidence Required | Decision | Notes |
|---|---|---|---|
| Surface check under 2mm wide AND under 120mm long | Photograph with scale reference | Not covered - normal aging | Applies at any time in guarantee period |
| Surface check exceeding 2mm wide OR 120mm long | Photograph with scale reference + confirmation of correct maintenance | Case by case assessment | Within guarantee period, correctly maintained only |
| Structural splitting - material defect evident (soft spots, voids, sapwood, grain weakness, knot failure) | Visible defect at or near split | Covered | Within guarantee period regardless of timing |
| Structural splitting - no material defect evident | Clean split across sound grain | Not covered - excessive force or wear | |
| Structural splitting - cause unclear from photographs | Request additional photographs with ruler + close-up of split cross-section | Case by case - may require physical inspection | |
| Joint separation under normal use | Evidence of insufficient adhesive penetration or incorrect joint construction | Covered | |
| Joint separation - cause unclear | Assess adhesive penetration at split face, joint construction, evidence of overloading | Case by case | |
| Warping affecting function or stability | Confirm correct storage and maintenance, assess degree of warp | Case by case assessment | Significant warping affecting function only |
| Warping not affecting function | - | Not covered - normal seasonal movement | Minor movement is normal in all timber |
| Finish deterioration within 12 months | No evidence of misuse, incorrect storage, or failure to follow care guide | Case by case - potential manufacturing defect | See "Surface Checking - Definition" below |
| Finish deterioration beyond 12 months | - | Not covered - fair wear and tear | See "Surface Checking - Definition" below |
| Splitting following customer removal and reinstallation | Photograph record pre and post move required | Case by case - balance of evidence | Customer removal/reinstallation case |
| Splitting following customer modification - sanding, refinishing, or treatment | - | Not covered - customer modification voids coverage on affected area | Customer modification voids coverage |
Surface Checking - Definition
A surface check is considered within normal parameters and consistent with natural timber aging where it does not exceed 2mm in width and 120mm in length. Surface checks within these dimensions are not a manufacturing defect regardless of when they occur.
Where a surface check exceeds either dimension - wider than 2mm OR longer than 120mm - and the product is within its first 12 months of delivery and has been correctly maintained, this will be assessed as a potentially premature defect on a case-by-case basis.
Beyond 12 months, surface checks of any dimension that have developed gradually are considered fair wear and tear and are not covered.
How do I make a claim on the guarantee?
If you need to make a claim please send an email to [email protected] with a detailed description of the fault. Please include photographs to support your claim.
You'll need proof of purchase including your order confirmation number.
If your product is unable to be repaired then we'll replace it with the same model. However, if your product is no longer available, we will exchange it with one of an equivalent specification or purchase value.
Have any other questions?
📧 Email Us: [email protected]
📱 Phone Us: 0330 808 1744
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