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Our Promise To You

At White Stores, we design our products with care and passion. From our in-house product sketches to hand-choosing the best materials and regular communication with our factories, we ensure every step from conception to the finished product is something we are proud of and that our products are fit for purpose – we know you wouldn’t expect any less!


While we pride ourselves on extreme attention to detail and products that are built to last, we understand that occasionally problems arise – hey, no one’s perfect right? But instead of denying that problems exist, we have put just as much thought and care into our product guarantees as we have our products, to protect you and your consumer rights, should you ever encounter an issue.


It’s unlikely you’ll ever need them, but you will find all of our warranty information written in plain English below for your reference. 


Some friendly advice…


It’s best to keep hold of your receipt/order confirmation email – we might need this to locate your order, especially if you bought your piece from one of our franchise stores. 


The Legal Bit...

In all cases:


White Stores reserves the right to request photos or videos accurately depicting the problem in order to make a full “diagnosis” of the problem. 

White Stores reserves the right to offer a repair, where possible, before considering a replacement.

If we cannot replace the item with the same design or one that is similar, White Stores reserves the right to offer a partial refund instead of a replacement where product lines have been discontinued. The amount refunded will be calculated as a percentage based on the length of warranty that remains on the product.
 
White Stores reserves the right to ask questions about the use of the product and the damage incurred to establish whether this is a manufacturing error.

Our warranties are valid for the UK mainland only, from the date of delivery and are valid for the original purchaser only. Items sold to third parties will not be covered. International orders will only be offered a 1-year guarantee, from the date of purchase, no matter the warranty advertised on the specific product. Warranties do not cover commercial use.

Any damage caused by force majeure or extreme weather conditions will not be covered by warranty. 

 


Things we don’t cover…

Pieces that you have changed/adapted or repaired yourself.

Accidental damage, or any damage caused by neglecting your product or not following our care/safety instructions. In this instance, we will try to help repair/replace the item where we can, however, there may be a fee – we’ll be able to offer more advice when we know what the problem is.
 
Normal wear and tear – like dents and scratches.

Accidental damage to glass, causing it to shatter or crack. 

Cushion details such as zips and cushion filling.

Discolouration to suction pieces on products.

Rattan naturally sags during warmer weather, and due to its pliable nature, it should return to normal. However, the rattan can melt under certain conditions, such as from external, extreme heat sources or magnification during warmer weather. Melted rattan isn’t covered under any guarantee and we always recommend using coasters for your glassware when using our rattan dining tables.

Any additional elements that we have added to the furniture to improve the overall aesthetics of the piece but do not directly impact the look or structural integrity of the product. For example, any cracks/holes in the Perspex/polyboard underboard on the Heritage dining range or any flaking framework that does not reflect or affect the quality of the product.

If a rattan product is showing staples, it’s often from someone pulling the rattan down with their shoes as they sit down. This can be pulled back up to cover the staples and is not broken, therefore it isn’t covered under warranty. 

Ex-display pieces that were bought sold-as-seen.

Any free covers or free items that were complimentary with the product – unless it arrives faulty or damaged.




Product-specific warranty details…

To make a warranty claim or request, please contact the customer service team via telephone or email and have your order number and details/photos of the issue ready.  


  • Rattan Garden Furniture


    Our Classic flat weave collection is covered by a 5-year warranty that covers structural damage, rust and fading.

    The Heritage (other than our slate grey colour which has a 5-year warranty) and Oyster ranges are covered by a 7-year warranty that covers structural damage, rust and fading.

    The staples, glass, suction rings, feet, cushions and reclining mechanism are all covered by a 1-year warranty.

    The following is covered by these warranty periods:

    Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product. If the damage occurs within the warranty period, then the item will be replaced/repaired.

    Our rattan shouldn’t crack or split due to its treatment, but if it does so during the warranty then it is covered under warranty.

    Our storage boxes are not fully weatherproof and so any goods stored inside will not be covered under warranty for water damage. However, structural damage to the box itself, including cracked lids, and stained rattan that cannot be removed with soapy water will be covered.

    Glass will not be covered by accidental damage such as dropping the glass or dropping something onto the glass that causes chips/cracks. On the rare instance that the glass overheats and shatters, we will replace the glass as long as this is within the 1-year warranty period, though we recommend ensuring the glass is kept under shade in extreme temperatures. 

  • Aluminium Garden Furniture


    Our aluminium garden furniture is covered by a 2-year warranty. It’s finished with AkzoNobel powder-coating which is an industry-leading powder-coating technology. 

    Our cast aluminium collection is covered by a 5-year warranty.

    The glass, suction rings, feet, cushions, and reclining mechanisms are covered by a 1-year warranty.


    The following is covered by these warranty periods:
    Structural damage coverage is the same as above and does not cover scratches or flaking. If, in rare instances, this does occur White Stores will provide touch-up paint for this, where possible.


    Our storage boxes are not fully weatherproof and so any goods stored inside will not be covered under warranty for water damage. However, structural damage to the box itself, including cracked lids, and stained rattan that cannot be removed with soapy water will be covered.

    Glass will not be covered by accidental damage such as dropping the glass or dropping something onto the glass that causes chips/cracks. On the rare instance that the glass overheats and shatters, we will replace the glass as long as this is within the 1-year warranty period, though we recommend ensuring the glass is kept under shade in extreme temperatures. 

  • Fabric


    Our Fabrix collections are covered by a 5-year warranty period. To offer fabric furniture more longevity, it may require treatment after a few years to improve resistance. White Stores is happy to recommend 303 Products Fabric Guard High-Tech Water-Repellent Protectant.

    The following details what is covered under warranty and any exclusions:
    • Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product.
    • While these collections have stain-resistant qualities, that should prevent lasting stains if cleaned correctly, the fabric is not covered for dirt or stains unless the item has arrived damaged. (Please note that some stains such as grease may be harder to remove if not dealt with immediately and damage caused by using incorrect cleaning methods/materials will not be covered).
    • The warranty protects the consumer against colour fading to the fabric.

  • Firepits


    At White Stores, we offer a wide range of firepits including rattan, aluminium and GRC (Glass Reinforced Concrete). Firepit tables included in rattan and aluminium furniture collections are included in their respective warranties, however, the firepit system itself comes with a 1-year warranty.

    This warranty covers the gas firepit burner and ignition system. 

    The following details what is covered under warranty and any exclusions:
    Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product. If the damage occurs within the warranty period, then the item will be replaced/repaired.
    Wind guards are covered by a 1-year limited warranty, which doesn’t cover dropped or smashed glass.
    Damage to the firepit pan that has been caused by cooking food will not be covered by warranty. 
    If the safety advice and care guides regarding the pan/pilot cover have not been maintained or if the regulator has been adapted/changed to fit a different gas bottle to the recommended choice, this will not be covered.
    If the incorrect gas bottle has been used or the gas bottle has been stored incorrectly within the product, any damage will not be covered.
    Chips are not covered unless the product arrives chipped, and we are notified within 14 days of delivery. However, if it’s within warranty, these chips can be touched up with paint, which we will provide.

  • Parasols


    All of our parasols are classed as accessories and are covered by a 1-year warranty period. The following details what is covered under warranty and any exclusions:

    Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product, an example of misuse not covered is the overwinding or overtightening of the crank handle. If the damage occurs within the warranty period, then the item will be replaced/repaired.
    Rust, fade, and discolouration which occur during the warranty period will be covered if evidence can be provided. If the crank handle is to snap, this is covered under the warranty – where possible we will replace the handle itself rather than the whole parasol unless this is a fixed part which requires a whole parasol replacement.
    Any LED Lights and battery packs included will be covered by the warranty period.
    Damage to parasols including bending and damage from high winds is not covered. Rips, tears and fading is also not included in the warranty. We always recommend that your parasols are used in conjunction with a suitable base and never used in windy conditions.

  • Covers


    All of our covers, unless included as a free item with another purchase, are covered by a 1-year warranty period. The following is covered within this guarantee:

    Covers that rip at the seams will be covered by the warranty period. However, covers ripped through force or cut by scissors will not be replaced.
    Covers may endure some fading when exposed to direct sunlight, colour fading is not covered by warranty.
    Please note, our covers are not intended to be used on Polywood tables and any staining that occurs on these products due to using with a cover, will not be replaced under warranty. In the same way, our covers should not be left on aluminium furniture in high temperatures and any damage that occurs to either furniture or cover in this instance will not be covered under warranty.
    No garden furniture cushions should be left under our covers at any time, any damage such as mould or mildew that appears on cushions left under our covers will not be covered under warranty.

  • Garden Furniture Cushions


    All garden furniture cushions are protected by a 1-year warranty period. The following details what is covered under warranty and any exclusions:

    All cushions for garden furniture sets should be stored indoors when not in use unless it is directly stated that the specific cushions can be left outside. Even when covers are used to protect furniture, cushions should be stored inside.
    Cushions will not be covered by accidental damages such as spills and stains.

  • Pergolas


    Our Titan pergola range is covered by a 5-year warranty period that covers structural damage and rusting. 

    Our Proteus pergola range is covered by a 2-year warranty period that covers structural damage. 

    Our Shadow pergola range and all pergola accessories are covered by a 1-year warranty period that covers structural damage. 

    The following is covered by these warranty periods and the below exclusions apply:
    The warranty will cover any material defects or structural damage noticed upon arrival, damage from product misuse will not be covered. 
    Natural wear and tear won’t be covered and nor will defects or damage caused by improper use or extreme weather conditions such as high winds or storms.
    The pergolas should be secured to the ground properly as per our instructions and care guides, otherwise, they will not be covered by warranty. Likewise, any adaptations to the product that result in it not performing correctly will not be covered by warranty.

  • Christmas Trees


    Our Premium artificial Christmas trees come with a 3-year warranty period.

    Our standard artificial Christmas trees are covered by a 2-year warranty.

    Our fibre optic artificial Christmas trees are covered by a 1-year warranty period.

    The following is covered by these warranty periods and the below exclusions apply:
    The warranty will cover any structural defects or damage noticed upon arrival. Damage from product misuse will not be covered. 
    These products will not rust unless the item is used outdoors, as such oxidisation and rust will not be covered under warranty.
    If any LED lights fail within the warranty period, you will be covered under warranty.
    Should the mains transformer that comes with our LED artificial trees fail within the warranty period, this will be replaced.
    It is natural for some flocking or glitter to come loose when the tree is being fluffed and put away, this is not covered under the warranty period. 
    Likewise, some small branch tips may come away when fluffing or putting away the tree, anything less than 2% of branch tips will not be covered under warranty.
    Natural wear and tear will not be covered under the warranty period. White Stores reserves the right to determine what counts as natural wear and tear.

  • Christmas Lights


    All of our Christmas lights are covered by a 1-year warranty period. The following is covered and excluded from the warranty:

    Faulty lights that arrive or become faulty within the warranty period will be replaced. 
    If a number of bulbs blow within the warranty period, because these bulbs are non-replaceable, we will replace the lights. 
    If a transformer arrives or becomes faulty within the warranty period, this will be replaced.
    Holey/split cables will not be covered under warranty unless notified within 14-days of delivery. After this point, this will be classed as accidental damage or misuse of the product and will not be covered. 
    Natural wear and tear will not be covered under the warranty period. White Stores reserves the right to determine what counts as natural wear and tear.

  • Christmas Figures


    All of our Christmas figures made from rattan, acrylic, concrete and polyresin are covered by a 1-year limited warranty. 

    The following offers details of what is covered by and exclusions to the warranty period:
    Faulty transformers or battery packs will be replaced under the warranty period.
    Broken LEDs will be compensated or replaced under the warranty period.
    Due to the reason that these products can be used outdoors and are susceptible to high winds, structural damage will not be covered unless we are notified within 14 days of delivery. Additionally, chips and cracks are not covered under structural damage.
    Likewise, these products are susceptible to harsh weather and so fading or discolouration will not be covered by the warranty.
    Outdoor figures are exposed to rust and oxidisation and as such this will not be covered under warranty.

  • Kaemingk Extended Warranty


    White Stores offers a 2-year standard warranty on all Kaemingk Christmas trees that covers structural damage that does not derive from misuse. An extended 12-year warranty is available from Kaemingk themselves if the person registers their tree within 2 months of purchase. Please visit their website for more details.

    The following exclusions to the warranty apply:
    Any LED lights or broken wiring on pre-lit trees will NOT be covered by the extended warranty.