North Downs Outdoor Living Warranty Policy

Our Commitment

North Downs warrants that its outdoor furniture products will be free from manufacturing defects in materials and workmanship when used under normal residential conditions. This warranty is provided to the original purchaser only and is non-transferable.

Warranty Periods

  • The following periods apply from the date of original purchase:
  • Powder-Coated Aluminium Frames: 3 Years
  • Cushions (Covers and Fillings): 1 Year (Covers manufacturing defects only)
  • Parasols (Frames and Mechanisms): 1 Year
  • Parasol Canopies: 1 Year (Covers structural integrity only)

Conditions and Care Requirements

To maintain the validity of this warranty, the following care requirements must be met:

  • Winter Protection: Furniture must be protected during winter months using breathable furniture covers or stored in a dry, unheated indoor environment.
  • Cushion Care: Cushions are not waterproof and must be stored in a dry, indoor location whenever the furniture is not in use.
  • General Maintenance: Frames should be cleaned regularly with mild soap and warm water. Abrasive chemicals or pressure washers must not be used.
  • Parasol Safety: Parasols must be closed and secured when not in use and must never be left open in windy conditions.

What is Not Covered

This warranty is limited and does specifically not cover:

  • Weather & Wind Damage: Damage caused by storms, extreme winds, or "Acts of God."
  • Cosmetic Wear and Tear: Minor fading, tea-staining, or small surface oxidation resulting from scratches or chips in the powder coating.
  • Environmental Corrosion: Accelerated corrosion or oxidation caused by coastal salt-air environments (typically within 1 mile of the sea) unless specific maintenance logs are provided.
  • Improper Storage: Damage resulting from the use of non-breathable plastic covers which may trap moisture and cause mold or oxidation.
  • Accidental Damage: Glass or ceramic breakage due to impact or thermal shock.
  • Commercial Use: Any furniture used in a hospitality, commercial, or non-residential setting.

Warranty Claims

  • Claims must be submitted via email to care@polhillcentre.co.uk. To process a claim, you must provide:
  • Proof of Purchase: Original receipt or order confirmation.
  • Photographic Evidence: Clear photos of the defect and the overall condition of the item.
  • Care History: Details of how the item has been stored and maintained.

Limitations of Liability

North Downs reserves the right to repair the defective item, provide a replacement part, or offer a pro-rata refund based on the age of the product if a replacement is no longer available. This warranty is governed by the laws of England & Wales.

FAQ

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