Warranty Conditions
You naturally receive a warranty on your purchase at Dimehouse! Of course, Dimehouse complies with Dutch legislation and has tailored the warranty conditions accordingly. What rights and obligations do you have as a consumer?
How long do I have a warranty on my product?
Dimehouse offers a general warranty of 2 years on all products. You have the right to replacement or repair of a product that was defective upon delivery. Repair or replacement always occurs within a very short period (if the item is in stock). Damage must be reported by you as a customer within three days. We advise you to check the item immediately upon delivery to avoid later disputes.
Note! Did you purchase an office chair or a bar stool with a gas spring? Once assembled, these cannot be easily disassembled. If you have doubts about the product, we ask you not to assemble the gas spring! If you use the office chair and bar stool assembled, it is not possible to return your products.
How is my complaint handled?
Dimehouse aims to handle every complaint reported on weekdays within 24 hours. Given the complexity of some complaints, Dimehouse reserves the right to take up to 120 hours to come up with a solution.
The order of resolving a complaint is as follows:
- Dimehouse has the legal right to first resolve the complaint through repair.
- If repair is not possible, Dimehouse may replace the product by providing new parts or by replacing the entire product. Since not everything falls under the house brand, Dimehouse has the right to request any replacements from an external supplier first. Handling a complaint for a product that does not fall under the house brand may therefore take longer.
- If repair and replacement are deemed insufficient by Dimehouse, or if the product is out of the assortment of Dimehouse and/or any supplier, Dimehouse may choose to offer the customer an alternative product. Naturally, this is done in good consultation and with the approval of both parties.
Help! I received a product with damage
Don't worry! Our customer service team will do everything possible to assist you as a customer and always ensures a suitable solution. When an item arrives damaged, we advise you to immediately send a photo to customerservice@dimehouse.co.uk so that the customer service team can get to work for you right away.
Expectation Pattern
The delivered product must possess the characteristics that the customer may expect based on the information displayed on our webshop. If this does not apply, it can have various reasons. We would like to assist you to see what a suitable solution would be. After the reflection period of 30 days, no further claims can be made on the right of withdrawal.
Discounts
For a specific discount offered by Dimehouse for damage or other compensation, no second discount will be offered. This means that future repairs or replacements will be void if this discount was given for a specific defect.
What is not covered by the warranty?
The fabric items listed in our webshop are made of microfiber, leather, PU leather, corduroy, and velvet. For each fabric, we have a special care kit with which the item can be treated against stains and dirt from outside. The following points are not covered by our warranty:
incidental stains caused by:
- Beverages, such as red wine and coffee
- Food, such as ketchup and pizza
- Body fluids, such as blood or vomit
- Ink from, for example, a ballpoint pen, felt-tip pen, or highlighter
- Indefinable stains
- Paint
- Cosmetics and toiletries
- Colored stains from a bleeding pair of jeans or newspaper
- Oil-based stains, such as grease or tar
- Adhesives and glue
- Bleach and other cleaning agents
- Acidic liquids, such as vinegar and lemon juice
incidental damage caused by:
- Tears caused by keys and buckles
- Wear and scratches on leather upholstery
- Burn holes caused by cigarettes
- Loose threads in the fabric
- Light scratches from pets
Normal wear and tear is not covered under the warranty conditions. Normal wear also includes user damage. Dimehouse has the right to request photos of any damage after the 30-day period to assess whether there is user damage.
Seat marks that occur on seating furniture are not classified as manufacturing defects and therefore are not covered by the warranty.
Discoloration of products is not covered under the warranty conditions. Rust on metal parts due to outdoor use of indoor furniture is not covered by the warranty conditions.
For all offered products, we provide excellent protection through maintenance products and expect you as a customer to take responsibility and protect your furniture against stains according to the instructions.
If you have moved abroad, warranty claims won't move with you to your new desitation across the world.
