WARRANTY / RETURN POLICY
have operated without an official warranty/return policy for over 30
years. We never had a complaint department because we seldom received
any… (see testimonials).
However we have noticed a trend in recent years… when
something goes wrong (we’re not perfect) several customers feel it is
their right to become verbally abusive… use four letter words,
personal insults and innuendos involving “trashing our reputation on
social media". Without proper experience and training in “complaint
procedure" [like the utility companies practice…] we found that when
insulted, it is hard to tolerate verbal abuse [reminds us of a sign in
our favorite restaurant in Bishop, CA… “Our waitresses can go from 0
to ‘bitch’ in 3.5 seconds"]
In order to preclude such behavior — current policy is…
any complaint/remedies will be handled by EMAIL EXCLUSIVELY as a matter
of public record — no prolonged phone conversations… If you feel
compelled to call, just calmly describe what is wrong — keep it factual
— and we will respond by documented email.
defects in craftsmanship are clearly our fault. In such event, we
remake cushions at no charge to the customer & generally do not
require the return of the cushions in question. Poor tailoring or fit
can generally be recognized immediately by the customer… report
promptly. We may request return of cushions (at our expense) on issues
such as, failing to install ties, buttons, piping, or when we need
cushions for comparison (too thick, too soft, too firm, wrong size)
Material defects are an entirely different matter. Suppliers issue and
honor material warranties (example: Sunbrella®) and reserve the right to
inspect questionable fabric / material.
ALL WARRANTY ISSUES REQUIRE RETURN OF CUSHIONS at our expense.
Sunbrella® Fabric involves a 5 year warranty (see
sunbrella.com). Cushions have a 1 year warranty. Cushions involving
warranty issues will be returned at our expense.
Any production errors should be reported promptly – – within 30 days.
Under no circumstances will customer issue a credit card
charge back without returning cushions – – We regard this as “theft" – – All legal disputes adjudicated
under California Venue, San Bernardino County.