Warranty


A. General
Van Gogh Designs has been manufacturing quality furniture since 1993. Every piece is designed and crafted to meet the highest standards of quality and durability. Our Quality Management Systems are certified to ISO 9001:2008 standards and our company is registered accordingly. ISO (International Organization for standardization) is a world-wide federation of national standards institutes, promoting the development of standardization of goods and services. This certification is third-party assurance to our customers regarding our Quality Management Systems. We are the voluntary member of UFAC (Upholstery Furniture Action Council) and follow all guidelines for fire-retardancy. We are proud of building our products in Canada.
B. Warranties
  1. Frames - Lifetime pro-rated* limited warranty
    Frames are under warranty to be free from manufacturing & material defects for the life of the product (25 years) on pro-rated* basis.
    1.1 Exposed wood parts shall carry a 1 year limited warranty against material defects.

  2. Reclining & Motion Mechanisms, Sofa-bed Mechanisms – Pro-rated* limited warranty for 3 years
    Reclining & Motion Mechanisms including Swivel Bases, Glides, Swivel / Rocker bases and Sofa-bed mechanisms (all metal parts) are warranted against material and manufacturing defects for 3 years from the date of shipping on pro-rated* basis.
  3. 2.1 Sofa-bed Mattresses – Pro-rated* limited warranty for 2 years
    Inner spring Sofa-bed mattresses are warranted to be free of defects for 2 years on pro-rated* basis.

  4. Foam - Seat & Back Cushions - Pro-rated* limited warranty for 10 years
    Van Gogh Designs upholstered products utilize high resiliency 2.1 to 2.2 lb. polyurethane foam in conjunction with layers of polyester fiber for superior seating comfort and lasting durability. All cushions are warranted against excessive loss of resiliency for 10 years on pro-rated* basis.

    Please note:

    • All cushions filled with foam will soften with use and will conform to the shape of the user, but should not lose resiliency or the ability to recover from compression.
    • Polyester wraps, used to create surface softness will, over time, lose some of the initial loft, which may contribute to cushion flattening and wrinkling. This softening is considered normal wear and is no way considered a manufacturer's defect.
    • Other components filled or wrapped with foam & fiber like backs and arms will also flatten slightly with prolonged use.
    3.1 The fiber filled back cushions as well as toss pillows are covered under limited warranty of 2 years against material and workmanship defects.
    • The fiber filled cushions and pillows will flatten, wrinkle and deform after continuous use. We suggest you fluff these pillows / cushions as you would fluff the feather or down pillow you sleep on.

  5. Feather Wrapped Foam Core Cushions – Limited warranty for 1 year
    Feather wrapped foam core cushions carry one (1) year limited warranty against manufacturer defects.
    • Feather wrapped foam core cushions consist of a high resiliency foam core surrounded by a balanced blend of feather and polyester fiber, encased in a channeled feather-proof ticking. While this breathable ticking is feather-proof, and creates a feather barrier, feathers will poke through the fabric from time-to-time. This is considered normal performance and is not a defect. Feather wrapped foam core seat and back cushions will have a "relaxed and wrinkled" appearance. These cushions have more crown at the middle as compared to foam filled cushions, the crown may vary from 2" to 3", and it means they are fluffier at the middle. This type of cushion needs to be fluffed and flipped regularly.
    4.1 Cushions / pillows filled with feather-fiber blend are not covered under warranty.

  6. Fabrics – Limited warranty for 1 year
    Our stock upholstery fabrics are under limited warranty for one (1) year against seam slippage, fraying and dye transfer, but only if any cleaning conforms to industry standard methods. This warranty does not cover wearing, nap loss, wrinkling, fading, pilling or fabric that has been treated by a dealer, retailer, and end user. The crushing of fabric, velvet and microfiber, is a characteristic of these soft and fluffy fabrics and are not considered as manufacturing defects.
    • Certain fabrics, essential for reason of styling, do not meet all the performance requirements of Van Gogh Designs and therefore, can not be warranted against wear, seam slippage, shrinkage, and fading. Customers are advised to get information on such fabrics from your dealer while selecting a fabric.
    • Due to the chemical make-up of certain fabric fibres, Van Gogh Designs cannot warrant any problem which may result from exposure to excessive heat or sunlight.
    • Van Gogh Designs does not guarantee the matching of dye-lot of the actual fabric on the furniture to the fabric swatches / samples.
    • Discontinued fabrics sold at discount are not covered under warranty.
    • We do not warrant any fabrics supplied by customers (COM)

  7. Stitching and Workmanship – 1 year limited warranty
    Van Gogh Designs warrants seams and zippers for one year against defects in materials or workmanship under normal use. Any quality / workmanship issues should be reported to Van Gogh Designs through your dealer, within one week of the receipt of the products by the original purchaser.
    *Pro-rated Formula: Equal to month(s) used divided by month(s) warranted multiplied by current suggested retail price.
C. Information about your new furniture
Every piece of furniture is wrapped securely to prevent any damage during transportation. This may cause irregular folds or imperfections which will gradually disappear with use. You can gently pat the seat cushions and back cushions, reshaping the covering with your hands. You may notice your foam to be firmer than the showroom piece you observed when you made your purchase. This is due to the high-density materials we use which require a "break-in" period. They will soften as you begin to use and enjoy your furniture. If seat cushions are removable, make sure to rotate them periodically to ensure even wear of both foam and covering. The wooden feet may show some variations in colour or natural graining.
D. Care Tips, Cautions & Safety
  1. Care Tips
    1. Prolong the Life of your Fabric:
    1.1 Dust and dirt promote premature fabric wear. Vacuum the surface of your furniture regularly, including the area underneath the seat cushions, with the upholstery attachment of your vacuum cleaner.
    1.2 Direct sunlight may cause fabrics to fade. Care should be taken to limit the amount of direct sunlight on any piece of furniture.
    1.3 Pilling is the release of excess fiber resulting in small balls or pills of fiber forming on the surface of the cover. The pilling will persist, as is seen with carpets and sweaters, until the excess fiber is gone and then it will cease.
    1.4 If you have purchased Fabric Protection warranty, then you will have received a separate Warranty Certificate. Please read the certificate carefully for the terms & conditions.
    2. Cushion Care:
    2.1 You can prolong cushion life and keep your cushions looking fresh by turning and rotating them regularly.
    2.2 You may also want to regulate the foam cushion core and polyester wrap by unzipping the casing and adjusting the fit of the core and polyester wrap. We do not suggest removing the cushion core from the casing.
  2. Cautions
    1. Do not move furniture in your home without carefully wrapping, including corners and feet or the bottom of the furniture, with a protective covering. This will help avoid damage to floors and/or wall surfaces, as well as help to prevent damage to the furniture itself.
    2. Do not move furniture on bare hardwood floors. At all times, place the furniture on a protective area rug or protective hardwood felt pads. This will protect your hardwood floors from potential scratches.
    3. Do not expose fabric to ink, bleach, oily substances, fluids, strong detergents (including laundry detergent), chemicals, and sharp objects as these may cause potential damage.
  3. Safety
  4. 1. Use extreme caution when operating moving mechanisms making sure limbs and other obstructions are clear of leg rests and other moving parts before operating.
    2. Do not leave reclining seats in the reclining position when not in use.
    3. Do not allow children to operate or play with furniture mechanisms.
    4. Do not stand on furniture.
    5. Do not sit on product arms.
    Failure to follow these directions could result in injury and/or damage.
E. Claims Procedures
  1. Transportation and Handling
    1.1 Every item after meticulous inspection at our plant is wrapped in a protective cover and packaged in a polyurethane bag for safe arrival at the customer’s place. If the furniture is found damaged at its destination, whether it is visible or concealed damage, the customer must make a claim against the transport company immediately with a copy each to your dealer and to us for evaluation.
    1.2 Van Gogh Designs does not insure beyond the carrier's liability.
    1.3 It is the responsibility of the transport company to accept the products in good order at our production facility.
    1.4 It is the buyer’s responsibility to ensure that the goods received match the quantity and descriptions shown on the packing slip and bill of lading.
    1.5 Claims of loss or damage must be noted on the bill of lading of the transport company at the time of receipt.
    1.6 In the case of a freight claim where the customer requires saleable goods immediately, the customer should place a new and chargeable order to Van Gogh Designs. We will ensure that the products are made on a priority basis and shipped while the freight claim is pending.
  2. Warranty Claims
    The following procedure must be followed when initiating a claim with Van Gogh Designs:
    2.1 Customers must first contact the dealer from where the furniture was purchased.
    2.2 The dealer must inspect and verify need for warranty service before contacting the Van Gogh Designs Warranty Claims Department.
    2.3 The dealers must fill-in our "Warranty Claim Form" and fax or e-mail it to warranty claims department. Digital photographs of the defective part / component are required for our review. The claim will not be processed if the documents submitted are incomplete.
    2.4 The warranty claims department will examine the complaint and will advise further steps in resolving the issue.
    2.5 Should furniture require any service by an upholsterer for defects other than freight damages, the dealer should send the quote to the warranty claims department; it is at the discretion of the warranty claims department whether to hire services or to make our own arrangements. The warranty claims department will authorize the amount to hire the services. The dealer will send the upholsterer’s invoice on completion of the repairs and Van Gogh Designs will credit the repair amount.
    2.6 If the furniture requires service at our production facility, our warranty claims department will issue a Return Authorization Number (RAN). Depending on the nature of the claim, shipping charges will be pre-authorized. To avoid any freight damages, the pieces should be well wrapped by the customer, preferably in original packaging. We will not accept any piece(s) without a RAN.
    2.7 We will inspect the returned product to assess whether to repair or to remake it.
    2.8 After repairing / remaking the product, it will be shipped to the customer or dealer by the first available truck to that area.
F. Warranty Limitations
  1. The limited warranty provides coverage to the original purchaser only and covers only manufacturer's defects when used in normal conditions.
  2. This warranty, expressed or implied, does not apply to any condition or damage resulting from neglect, misuse, abuse, or any condition resulting from incorrect or inadequate maintenance. This includes, but is not limited to, moving of the furniture, accidents, unauthorized repairs, improper cleaning and failure to follow directions for proper use.
  3. The terms of warranty take into effect from the date of shipment.
  4. This limited warranty does not cover any damage resulting from exposure to sunlight or colour fading, household humidity, or incorrect application of chemical treatment or any protective coating applied by the dealer or the consumer.
  5. Our warranty does not cover products sold in "As Is" condition, products sold "Second Hand" or products purchased from a retailer or any other form of reseller not authorized by Van Gogh Designs.
  6. If manufacturing defects are found, it is the consumer's responsibility to contact the retailer (the place of purchase) immediately, and notify them of the problems.
  7. We do not guarantee the exact matching of fabric patterns.
  8. Van Gogh Designs shall, in no event, be responsible for any incidental or consequential damage and in no event shall the responsibility of Van Gogh Designs exceed the purchase price of the product or its replacement.
  9. Van Gogh Designs voids responsibility on any accidents resulting in injury due to improper use of mechanisms and furniture.
  10. Van Gogh Designs, in no event, shall reimburse the value of the customer's own material (COM), but may purchase the same product from the original supplier for the customer.
  11. Van Gogh Designs, in no event, shall accept the return of a custom made product.
In case of any clarification, please contact us at claims@vangoghdesigns.com.