Warranty Claims Policy

Consumer Guarantees

Please read this policy carefully

The purpose of FEYDOM’s warranty claims policy is to ensure that all claims for products falling within the warranty period are properly evaluated and processed. This guideline is intended to provide all business partners and end customers with guidance in this process.

FEYDOM strives to respond quickly to possible claims and resolve any issues that may arise during the manufacturing process. The legal guarantee and a manufacturer’s guarantee apply to all FEYDOM sofas.

Our warranties are intended to ensure that the manufacturer corrects any manufacturing defects that may occur within the warranty period of your sofa to ensure that you receive the product as originally described. The warranty does not cover normal wear and tear that may occur with general or intensive use of the sofa.

To request service under the manufacturer’s warranty, please follow the instructions below.

General warranty information and exceptions

To request service under this warranty, the customer must contact the retailer from which the product was purchased. The request must be accompanied by a proof of purchase (receipt) showing the seller’s name, purchase date and product information. Service may be requested under this warranty if the product purchased has a defect attributable to the manufacturer. The manufacturer does not provide any guarantees beyond the guarantees stated in this document; your legal rights under the relevant mandatory legal regulations remain unaffected and you can exercise them without hindrance.

FEYDOM sofas come with very detailed use, care and cleaning instructions. When cleaning, assembling or servicing the sofa, you must read and follow these instructions to avoid voiding the warranty, as the warranty does not cover damage caused by improper care or use. The use of care or cleaning products not expressly approved by FEYDOM will void our warranty and transfer the duty of care and repair costs to the cleaning service provider.

The following conditions apply to the manufacturer’s warranty:

1. All guarantees are non-transferable.
2. The warranty does not extend to goods sold as factory second stock, as part of a clearance sale, as display models or in any case where the goods purchased had a defect of which the customer was informed before purchasing the goods.
3. The warranty does not cover goods that have been moved from the original delivery location by carriers not approved by FEYDOM or that have been damaged during the move due to inadequate packaging and transportation.
4. The warranty does not cover sofas that have been used commercially or by third parties. Commercial use of sofas or third party use of sofas includes (but is not limited to):
5. Styling and photography
6. Interior design or real estate design
7. In a vacation rental like an Airbnb rental and the like
8. In business premises such as an office or a waiting room
9. Any other non-residential use

The following exceptions apply to the manufacturer’s warranty:

• Products that have been misused or misused by the customer and subjected to unusual conditions that could damage the sofa are not covered by the manufacturer’s warranty, as are defects or malfunctions resulting from the customer’s negligence, misuse, force majeure or accidental damage. This includes, but is not limited to::
  • The product has been used in an unusual manner or subjected to extreme stress.
  • Product that has been improperly stored or assembled and/or damaged due to improper transportation or handling of the product.
  • The product has been abused, misused, dropped, crushed or hit with a hard surface.
  • The product has been pushed, pulled or moved over surfaces without first protecting the floor with a protective layer of felt. Any damage to the floor or product frame (or broken legs) resulting from this is not covered by the warranty.
• The product shows more than “normal” signs of wear.
• The product was overloaded.
• The product was used outdoors.
• The product has been exposed to extreme heat or cold.
• The product has not been properly maintained or used. This includes, but is not limited to:
  • Contact with water.
  • Moisture exposure.
  • Direct sunlight.
  • Exposure to extreme heat, strong light such as E.g. lamps and air with high salt content.
  • Contact with spilled liquids such as chemicals, acids, solvents, dyes, other corrosives, ink, paint or body fluids, makeup, artificial tanning products, abrasives or fabric cleaners.
  • Use of cleaning or care products other than those expressly recommended by FEYDOM.
• Damage caused by animals, burns, cuts or other improper use by the customer.
• Complaints about products that do not have an identification code (serial number) and purchase document.
• Softening of pillows with long-term regular use. (This does not involve any impairment of durability due to manufacturing defects or material defects).
• Slight variations in the color tones of the wooden legs on the models in question.
• Small differences in the color of the fabric. This is a natural phenomenon and cannot be avoided with some substances. The base can be uniform, but the shade may vary depending on the fabric selected.
• Stretching of the fabric or loosening of the covers. This is a natural process with all fabrics, especially natural ones, and can be avoided by tensioning the removable covers and carefully smoothing them by hand.
• Damage to fabrics or coverings caused by corrosive materials such as acids, solvents, paints, inks, varnishes or human or animal body fluids.
• Product instability due to placement on uneven ground.
• Wrinkling in the fabric. This may be due to the packaging used to protect our products during transport. With regular use, the fabric returns to its original state.
• Fine loose weave threads created in the weaving process because the base threads are subjected to high mechanical stress to make the base strong and wear-resistant. These are easy to cut and remove.
• Light spots, wrinkles and peeling. These occur depending on the user’s sitting habits and are a natural consequence of regular use.
• Damage to covers or fabrics caused by direct sunlight and/or heat sources and similar conditions that cause discoloration.
• Peeling, a natural phenomenon that cannot be completely eliminated, does not affect the quality of the product and can be removed in a normal way.
• Damage caused by direct sunlight and/or heat sources and similar conditions that cause discoloration.
• Claims relating to characteristics that are part of a handmade product, such as slight differences in stitching, alignment tolerances of cushions, product dimensions and any other minor differences due to the handmade nature of the product and/or the manual techniques of the persons employed.
• Matters interpreted as non-conformity due to incorrect information provided by the seller or negligence on the part of the seller.
• Compensation for indirect or consequential damages (such as the usual inconvenience and/or loss of time associated with repairing or replacing products) or for total or partial loss of use of the product.

FEYDOM reserves the right to decline liability for items delivered that are outside of the manufacturing process, e.g. B. during transport or during use by the customer. The seller from whom the product was purchased is responsible for evaluating claims not covered by the manufacturer’s warranty. If, at the buyer’s request, the seller ships the products sold to a location other than the originally agreed pickup or delivery location, the risk passes to the buyer as soon as the seller hands over the products to the freight forwarder, carrier or other person or is responsible for carrying out the delivery the body responsible for sending or delivering the shipment. When collecting the product himself, the buyer is obliged to inspect the product for obvious defects and is liable for any damage caused by the handling and transport of the product at his own expense.

Normal wear and tear:

Please note that the following are considered normal and may occur under normal and natural use and therefore these changes are not covered by our warranty:

• Natural materials soften, stretch, wrinkle and change their patina and appearance over time.
• Natural materials have scars, marks and different pore densities. All natural materials vary from bale to bale. These things are normal properties of such materials and will not pose a problem for your product.
• Fabrics change their appearance and properties over time such as peeling, changing angle and shading due to long-term or regular use. This is part of the normal life cycle of most substances.
• The velvet will crumble and the fibers will move as you use the product. Velvet can also be prone to marking, but this is a normal feature and helps give velvet its vintage look.
• Sofas made of foam, polyester, steel and the like lose some height and take the shape in which they are normally used. This is normal and can occur over a long period of time and is to be expected with long-term use.

Guarantee on products

The manufacturer’s warranty for FEYDOM products is valid from the date of delivery of the product. FEYDOM does not accept returns for cargo damage and hidden damage that is not reported on site and to the carrier and noted and signed on the official delivery document immediately after unloading (such as delivery note, CMR, etc.), or within 8 days of receipt of the goods for missing parts and damage that was not visible at the time of unloading products. When it comes to the delivery of the product, including bringing it into the home and assembling the product, it is necessary to report missing parts and obvious defects on site at the time of delivery and assembly to the authorized person carrying out this type of service report. Note this on the invoice and delivery note, which serve as evidence and are necessary to prove a defect in the process and the product. All parts are checked before packing and shipping.

All complaints must be accompanied by photo or video evidence to support the customer’s complaint. In visual media, all products, their respective packaging boxes and defects must be clearly visible and have an appropriate detailed written description.

The seller is responsible for correctly identifying the complained item upon receipt of the complaint. Therefore, the Buyer is obliged to provide the Seller with accurate information and access to this information. If the seller misidentifies the item sent by him to the buyer and the buyer claims the item again, he is obliged to reimburse all costs of such claim.

1. Warranty against manufacturing defects on the internal wooden structure

FEYDOM wooden frames are protected against manufacturing defects for a period of 5 years. This applies provided that the error is not due to improper use or intentional damage. The warranty applies only to the internal wooden structure, pocket springs, foam, seams (but not covers or fabrics), cushions (but only the workmanship, not cover, filling or fabric itself) and upholstery.

2. Removable covers and fabric warranty

Covers, fabrics, cushion fillings and seat pockets are insured against manufacturing and material defects for a period of 2 years. Provided that the defect is not due to normal wear and tear or a natural property of the material used.

3. Warranty on all other parts

All other parts of your sofa are covered by our 2-year warranty. The warranty covers only manufacturing defects and does not cover normal wear and tear, natural characteristics of the items or items that have been misused or caused by unusual or improper handling.

Parts covered include:

• Fabric – protected against defects in workmanship and materials.
• Covers – protected against defects in workmanship and materials. Zippers on covers are not part of this warranty.
• Seat cushion – protected against defects in material or workmanship. Each individual seat is tested for a load of up to 100 kg.
• Seat suspension, seams and covers – protected against errors.

4. Guarantee on zippers

Caution should be exercised when using any connection or fastening mechanism. We recommend not removing the terminals regularly. All zippers are for padding purposes only and may not be removed. Great care must be taken when removing as the zippers break easily if handled improperly. For this reason, zippers are not covered by the warranty.

We recommend you read our detailed maintenance and assembly instructions to get the most out of your sofa.

Fabric manufacturers assume no guarantee or liability for the color fastness of the fabrics, wearing properties or differences in color series. FEYDOM therefore makes no guarantees, either express or implicit, with regard to its materials. We do not cover the use of a soil and weather resistant treatment. Certain characteristics make the fabric unique, such as color variations, natural fabrics and stripe designs. These features are not considered material defects.

Claim procedure:

FEYDOM reserves the following rights:

• we may request photos and/or videos to evaluate warranty claims.
• we may ask the claimant for assistance with any shipping or recall fees.
• we can evaluate the problem and determine whether the product is under warranty due to a defect or general wear and tear. FEYDOM will consider whether the request is considered inappropriate.
• we may request the return of the goods covered by the warranty before FEYDOM provides a refund or replacement.
• For all warranty claims we require proof of purchase and identification of the serial number of each product.
• we will determine whether a replacement, repair or refund is the most appropriate solution.
• In cases where a repair, replacement or refund is required, FEYDOM will determine the applicant’s appropriate contribution based on the applicant’s length of ownership of the product and the manner in which the product has been used during its life.

If FEYDOM determines, in its sole discretion and in accordance with the Manufacturer’s Warranty Policy and Fabric Warranty, that repair of the Goods and the option to repair or replace the Products with or without a return request is the appropriate remedy, it will endeavor to do so to be done within a reasonable time frame. This happens even if a repair is not possible (e.g. too expensive).

• We recommend that the buyer, upon receipt of the product, inspect and photograph all product elements, compare them with the purchase document and ensure that no elements are missing or damaged.
• If the buyer discovers a defect that did not occur during normal use, he can submit a written complaint to the dealer from whom he purchased the product. Once the claim is submitted, each claim will be assessed by FEYDOM.
• In order to verify the validity of the guarantee, each customer must keep the proof of purchase of the product he has purchased. This document clearly lists the seller’s name, purchase date and product details.
• All complaints must be accompanied by photo or video evidence to support the customer’s complaint. In visual media, all products, their respective packaging boxes and defects must be clearly visible and have an appropriate detailed written description.

Once the claim is approved and processed, the claim will be closed and no further resolution will occur. If customers do not respond to the offer within 30 calendar days from the offer date, the claim will be closed and the offer will be invalid.

Therefore, a claim may be completed based on any of the following situations:

1. The customer accepts the proposed solution and the complaint is processed.
2. The customer does not respond to the proposed decision within the expected 30 day period.
3. Customer will continually reject a valid offer for reasons inconsistent with what is stated in this Policy.

FEYDOM may reject a claim for any of the following reasons:

1. The application was not submitted with the required documents and all necessary and necessary information and video materials.
2. The customer did not notice any damage to the packaging (and, if applicable, pallets) either upon delivery or within 8 days of delivery.
3. The product was damaged outside of the production process, such as transportation and customer use.

When selling FEYDOM products to business customers, the warranty period is 2 (two) years, based on the seller’s general terms and conditions. Companies must inspect the goods directly at the time of “transfer of risk” (receipt of goods – upon delivery) in order to immediately identify defects. Hidden errors must be reported immediately upon discovery. If defects are only discovered after receipt of the goods, the entrepreneur must prove that the defect already existed at the time of the “transfer of risk”.

THE BENEFITS OF THE MANUFACTURER’S WARRANTY ARE IN ADDITION TO YOUR STATUTORY WARRANTY RIGHTS AND REMEDIES UNDER CONSUMER PROTECTION LAWS AND REGULATIONS APPLICABLE IN THE COUNTRY OF PURCHASE. STATUTORY RIGHTS ARE NOT LIMITED IN ANY WAY. THE SPECIFIC CONSUMER RIGHTS PROTECTED BY THIS WARRANTY MAY VARY FROM COUNTRY TO COUNTRY.

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