Warranty Information

Ask us about the piece, and we will tell you what covers it

Hawthorne & Reed curates rather than manufactures, so the warranty behind each piece is specific to that piece, not a single house-wide term we can print once and apply to everything.

So we do not publish a blanket warranty period across the collection. We would rather tell you exactly what applies to the one you are considering than print a number that turns out not to cover it.

Ask us before you order

Write to us through our Contact page with the piece you are looking at, and we will confirm in writing what coverage applies to it before you buy. If a piece carries no warranty at all, we will tell you that plainly rather than leave it vague. A real person answers within one business day, Monday to Friday, excluding US public holidays.

This is worth doing before you order rather than after. If long-term coverage matters to your decision, it should be settled while you can still change your mind.

What is covered whatever the piece

Three things do not depend on any product warranty, because they are our own commitments:

• It arrives damaged, faulty or incorrect. Report it within 48 hours of delivery, including damage you find while unpacking, and we put it right at our cost. We settle the claim against the photographs you send us — see our damage policy.
• It arrives sound but is not right for you. Return it within 21 days of delivery under our return policy. Return shipping is the customer’s responsibility, and a 10% repacking deduction applies if it comes back without its original packaging.
• You change your mind straight away. Cancel within 24 hours of ordering at no cost — see our cancellation policy.

A fault that appears later

If something goes wrong under normal use after those windows have passed, write to us anyway. We look at every case individually: where a warranty covers the piece we pursue it on your behalf, and where none exists we still consider what we can reasonably do. We would rather hear about it than not.

What we cannot do is promise a particular outcome in advance for a fault we have not seen. Anyone who promises you that without knowing the piece is guessing.

What to tell us

• The piece, and your order number if you have already bought it
• What is wrong — we will ask for photographs when we reply, and you can attach them there
• When the fault appeared, and whether anything changed around that time
• How the piece has been used and where it lives — a humid room or a sunny window matters

What is not a fault

These are ordinary characteristics rather than defects, and no warranty covers them:

• Natural variation in wood grain, stone and woven fabric, and small color differences between a screen and the piece itself.
• Ordinary wear from everyday use, including softening, patina and slight fading over time.
• Damage from misuse, from outdoor exposure, or from cleaning products a material’s care guide advises against — every material has a guide in our Material Care Center.
• Damage caused after delivery, for example when a piece is moved or transported.

Your statutory rights

Nothing on this page limits any right you have under law that cannot be limited by agreement.

Contact

Use our Contact page. Tell us the piece and we will tell you what covers it.