Warranty conditions
At Dimehouse, we offer a comprehensive warranty on our products, in accordance with European legislation. Below, you’ll find details about your rights and obligations as a consumer, as well as specific warranty terms and conditions.
How Long Is the Warranty on My Product?
- General Warranty: A 2-year warranty applies to all Dimehouse products. Customers are entitled to the repair or replacement of a product that was defective upon delivery. Repairs or replacements are carried out promptly, provided the item is in stock. Damage must be reported within 3 days of delivery—we recommend inspecting your item immediately after receipt.
- Extended Warranties:
- 3 Years: Wooden frameworks.
- 5 Years: Metal parts.
Note: For office chairs or bar stools with gas springs, once assembled, the gas spring cannot be dismantled. If you are unsure about keeping the product, do not assemble it. Assembled items cannot be returned, and their warranty becomes void.
How Are Complaints Processed?
At Dimehouse, we aim to handle all complaints registered on working days within 24 hours. In some cases, complex complaints may take up to 120 hours to resolve.
Complaint Resolution Process:
- Repair: We have the legal right to first attempt to repair the product.
- Replacement: If repair is not possible, we may replace the product or supply new parts. Replacement parts may be requested from suppliers for assessment.
- Refund: If repair or replacement is insufficient, we might suggest a partly refund.
What If I Receive a Damaged Product?
If your product arrives damaged, don’t worry—our customer service team is here to help. Please send a photo of the damage to our customer service team as soon as possible so we can resolve the issue promptly.
Pattern
The product delivered must have the properties that the customer can expect on the basis of information shown in our webshop. If this expectation is not met, the customer is entitled to a suitable solution such as repair. With a discount, the repair or replacement will lapse. After the reflection period of 30 days, the right of withdrawal can no longer be invoked.
Warranty Exclusions
The fabric articles in our webshop are made of microfiber, leather, PU leather, rib fabric and velvet. For every substance we have a special care kit with which the item can be treated against stains and dirt from outside. Below are the warranty exclusions:
Accidental spots caused by:
- Drinks, such as red wine and coffee
- Food, such as ketchup and pizza
- Body fluid, such as blood or vomit
- Ink of, for example, a ballpoint pen, felt -tip pen or marker
- Indefinable spots
- Paint
- Cosmetics and toiletries
- Colored stains through offensive jeans or newspaper
- Stains on oil base, such as smear or tar
- Adhesive agents and glue
- Bleek and other cleaning agents
- Sour liquids, such as vinegar and lemon juice
Accidental damage caused by:
- Cracks caused by keys and buckles
- Wear and scratches on leather upholstery
- Fire holes caused by cigarettes
- Loose threads in the fabric
- Light scratches through pets
Responsibility: Customers are expected to use proper care and maintenance products to protect their furniture from damage. Photos may be requested to assess whether damage falls under warranty.
Note for International Customers:
If you move abroad, warranty claims will be processed based on the terms & conditions of the original country of your purchase.
For any additional questions or assistance, feel free to contact our customer service team. We are committed to ensuring your satisfaction with every Dimehouse purchase!
