Warranty

Willow Creek Designs Warranty

Teak Frame Warranty Policy

- Teak frames are warranted for 5 years from the date of purchase.
- Our warranty covers applicable replacement, repair, and/or exchange of approved claims.
  - All items eligible for repair must have service attempted prior to processing a request for replacement or exchange
- While other manufacturers’ products can be found for sale on the Willow Creek website, this warranty information only applies to Willow Creek branded items. Partnered brands' warranty policies can be found linked below.
- Furniture that has been neglected or weathered either intentionally or unintentionally, is not covered under warranty.
- Violations of any other policy listed within this document are also considered grounds for rejection of a warranty claim.
- Warranty only applies to the original purchaser with proof of purchase
- Defects are limited to imperfections that hinder, prevent, or otherwise impair the proper use of the furniture
- Other Exclusions:
  - Improper Assembly
  - Vandalism
  - Modification(s) or unauthorized repair after purchase
  - Intentional damage, accident, misuse, abuse, or neglect
    - Teak requires regular cleaning at intervals dependent on the environmental conditions
  - Normal wear and tear - including weathering and checking (small fractures resulting from moisture-related shrinking and swelling)
  - Damage resulting from weather, environmental conditions, or natural disasters
  - Commercial use
    - Products used for commercial applications carry a limited warranty of 6 months from the date of purchase
  - Tabletops broken by umbrellas
- All warranty claims are subject to an internal review and will be approved at the discretion of Willow Creek Designs according to applicable exclusions and policies.

Cushion Warranty Policy

- Cushion covers are warranted for 5 years from the date of purchase. Warranty applies only to the construction of the fabric cushion cover and not the foam insert(s) or the material itself. Willow Creek Designs covers seam splitting and other defects in cushion construction.
- Sunbrella Fabric is warranted for 5 years from the date of purchase. Fading, discoloration, mold/mildew may be covered by Sunbrella. This is supported directly by the manufacturer, Sunbrella. Sunbrella is the sole supporter of their expressed warranty policy. As an authorized dealer, we do not execute the warranty process. Sunbrella's full warranty policy can be found imaged below. Please submit Sunbrella Fabric Claims here. Approval or denial of fabric claims is at the sole discretion of Sunbrella.
- Our warranty covers applicable replacement, repair, and/or exchange of approved claims.
- All impacted cushion covers must be sent back to Willow Creek Designs for inspection to initiate the warranty claim. Images will not be sufficient for inspection - physical possession of all affected pieces for advancement of warranty claims.
- Loose Filled Ticking Bags can be covered if they are found to be defective. Retain all existing stuffing and an unstuffed replacement ticking bag will be provided if your claim is approved.
- Furniture that has been neglected or weathered either intentionally or unintentionally, is not covered under warranty.
- Violations of any other policy listed within this document are also considered grounds for rejection of a warranty claim.
- Warranty only applies to the original purchaser with proof of purchase
- Defects are limited to imperfections that hinder, prevent, or otherwise impair the proper use of the furniture
- Other Exclusions:
  - Improper Assembly
  - Vandalism
  - Modification(s) or unauthorized repair after purchase
  - Intentional damage, accidental damage, misuse, abuse, or neglect
    - Fabric requires regular cleaning at intervals dependent on the environmental conditions
  - Normal wear and tear - including weathering, dirt, dust, debris, and lack of maintenance
  - Damage resulting from weather, environmental conditions, or natural disasters
  - Commercial use
- All warranty claims are subject to an internal review and will be approved at the discretion of Willow Creek Designs according to applicable exclusions and policies.

To ensure your complete satisfaction, we ask that you follow these procedures for delivery and warranty claims.

1. Filing a Warranty Claim (Teak Frames)

For issues discovered after delivery, such as broken furniture frames, please follow our warranty claim process.

Initiate a Claim: Contact our customer service team by emailing customerservice@willowcreekllc.com.
Provide Information: In your email, please include your order details, a description of the issue, and clear images of the damage.

2. Filing a Warranty Claim (Cushions)

For issues discovered after delivery, such as split seams or damaged cushion covers, please follow our warranty claim process.

Initiate a Claim: Contact our customer service team by emailing customerservice@willowcreekllc.com.
Return the Impacted Pieces: Prepare all affected cushion covers for return shipping to Willow Creek Designs. After removing the cushion covers, they must be washed prior to returning them to Willow Creek Designs. For purposes of health and hygiene, we cannot handle unwashed cushion covers. Receipt of unwashed cushion covers will void your warranty claim. When you have the items boxed, provide the weight and dimensions to customerservice@willowcreekllc.com and a prepaid shipping label will be provided to you. Please retain all existing inserts and/or stuffing unless instructed otherwise.

3. Claim Review & Resolution

Once your claim is submitted, our dedicated team will begin the review process.

Processing Time: Please allow 14-21 business days for us to process your claim. Fabric claims submitted to Sunbrella can take longer to process and are at the sole discretion of Sunbrella.
Solution: We will contact you with a proposed solution as soon as the review is complete. For issues with cushions, this may require sending the affected cushions back to us for professional repair or replacement.

Delivery Inspection Policy

It is essential to inspect your furniture thoroughly upon delivery, before signing the delivery receipt.

If No Damage is Found: If you have inspected your items and confirmed they are in pristine condition, please sign the delivery receipt with the carrier to complete the delivery process.
If Damage is Found: Should you find any damage that may have occurred in transit, please follow these steps immediately:
1. Clearly note all damages on the delivery receipt before signing.
2. Take clear photographs of the affected items.
3. Contact us at customerservice@willowcreekllc.com and provide the photos and details. Our team will handle the claim from there.

Effective Date: 9/13/2023

Warranty Policies for Partnered Brands