FAQ’s – Your guide to Gardens World’s inclusive Retailer Guarantees.
Please find below answers to the most frequently asked questions surrounding our inclusive Retailer Guarantees.
What kind of inclusive guarantees does Gardens World offer on it’s products?
We have a number of items in our online store that we offer a Retailer Guarantee on.
The length of any Guarantee Offered is clearly stated in a clickable icon in the product detail description field.
Clicking on these icons brings you through to this FAQ Page.
What do your Retailer Guarantees cover?
We’re covering the frames and the synthetic rattan/water hyacinth weave to remain in working order for the life of the guarantee – in other words against manufacturing defect causing breakdown.
If the product’s used in a user friendly way and it breaks down, our duty is to get the item back to working order – and if we can’t do that, we’ll replace it with the same model, or discuss an alternative with you if that’s no longer available.
These guarantees do not cover general wear and tear or damage due to negligence by the user/s.
The guarantees also do not cover any soft furnishings including, but not limited to, cushions, parasol canopies, gazebo covers and weather covers.
Is repair the first course of action?
Yes, we will consider this as our first course of action but, of course, sometimes it’s more
expedient or economic to actually replace the item.
If it’s a large item like a dining or sofa set, it’s probably less disruptive for a member of our staff to visit and repair it in situ rather than you returning the product to us.
What happens if you do replace? Does the guarantee start again?
If you buy your product from us, then we’re guaranteeing you’ll have a working item for x number of years, so you’ll get the remainder of the guarantee if we replace it during that time.
What doesn’t the free guarantee cover?
The main things not covered are damage caused by accidents or misuse.
If you spill a glass of wine, for example, all over your sofa set and it stains the rattan or the frame you are not covered.
As long as you’ve used your appliance for the purpose it’s intended for and in a reasonable manner, then we’ll repair or replace.
What happens when the guarantee comes to an end?
Put simply you cannot make any future claims under our Retailer Guarantee!
However, we are currently looking into offering a purchasable Added Care Programme so watch this space for further information.
As an aside, the hand finished quality of our products in general means the likelihood of you still being able to enjoy them in full working order for many years after the Retailer Guarantee has expired is very high indeed.
So what do I need to do to claim under my guarantee?
When you place an order, whether online or over the telephone or from our Showroom, you will receive a confirmation email detailing your order and various other things we have to communicate the distance selling agreement.
You must keep this somewhere safe as we will request this, and any paperwork you may receive
on delivery of the item, in the unlikely event of you needing to make a claim under our Retailer Guarantee.
To make a claim you need to put this in writing either by email to – firstname.lastname@example.org
Are Manufacturers Guarantees the same as Garden World’s inclusive Retailer Guarantees?
No. We currently offer a manufacturer’s guarantee on our Ecolene Synthetic Rattan Weave, Abaco XF Synthetic Rattan Weave and MarinaPlus Synthetic Rattan. Details of the time frames here can be found in the product detail pages where these materials are used.
For a full details of our manufacturer’s guarantees please contact us here clearly stating which of the above products you would like details for.
If you require any further information please do not hesitate to give us a call.