How long each piece is guaranteed, what is covered, and how to claim.
Our guarantee
We build furniture to be lived with for a long time, and we stand behind it. Every piece is guaranteed against defects in materials and craftsmanship for the periods set out below. This guarantee is our promise on top of your legal rights as a consumer, which it never replaces or reduces.
What is covered
We cover faults that come from how a piece was made or the materials we chose: frames that fail under normal use, joints that loosen without cause, suspension and mechanisms that give way, finishes that lift or peel, and upholstery seams that open in ordinary use. If it went wrong because of us, it is ours to fix.
Coverage periods
Solid-timber frames and structural joinery are guaranteed for ten years. Upholstery, cushions, suspension, and moving mechanisms are guaranteed for five years, reflecting the parts that see daily wear. Finishes and hardware are guaranteed for two years. Each period runs from the date your piece is delivered.
What is not covered
The guarantee does not cover ordinary wear, accidental damage, misuse, or neglect; changes caused by unsuitable conditions such as damp, direct heat, or strong sun; commercial use of pieces made for the home; or repairs and alterations carried out by anyone other than us. Damage in transit is handled instead under our Returns & Refunds policy.
Natural materials
Solid timber, leather, wool, and other natural materials move, mellow, and mark with time and use — timber shifts a little with humidity, hide softens and gains patina, textiles relax. These are the qualities of real materials, not defects, and we describe them honestly on each product page. Character is covered by admiration, not by warranty.
How to make a claim
Write to care@xiaing.studio with your order number and a few photographs of the issue, telling us what happened and when you noticed it. We assess most claims from the photographs alone; occasionally we arrange to see the piece in person. There is no charge to raise a claim, and a real person handles it from start to finish.
What we will do
Where a claim is covered, we repair the piece if we sensibly can, because a well-made repair keeps furniture out of landfill. If a repair is not practical, we replace the part or the piece. Where the same fabric or finish is no longer available, we agree the closest match with you first. Covered claims are carried out at no cost to you, collection included.
Care and maintenance
A guarantee assumes reasonable care, and reasonable care is simple: keep pieces out of prolonged direct sun and away from radiators, wipe spills promptly, rotate seat cushions, and follow the care notes we send with every order. Looking after a piece well is also the surest way to enjoy it for the full length of its guarantee.
Transferring your guarantee
Our guarantee stays with the piece, not just the first buyer, for the remainder of its term. If you pass a piece on or move it to another home, the cover continues; we simply ask the new owner to have the original order details to hand so we can verify it quickly.
Your statutory rights
Whatever this guarantee says, you keep the rights the law gives you — including the right to a remedy for goods that are faulty or not as described. Our guarantee is designed to be more generous than the legal minimum, not a way around it, and where the law offers you more, the law wins.
Questions
Not sure whether something is covered, or how to care for a particular material? Ask before you worry — care@xiaing.studio, answered by someone who knows how the piece was made. We would always rather help you keep a piece than see you replace it.
