Our Guarantee

FIRMANS DIRECT LTD. FURNITURE AND PRODUCTS GUARANTEE

Firmans Direct Ltd. guarantees that all garden furniture made with an aluminium frame or comprising entirely of aluminium will be structurally fit for purpose for 5 years from the date of purchase. This excludes lazy susans, ice buckets, fire pits, reclining mechanisms, and height adjustable mechanisms on tables, parasols and parasol bases.

All Firmans Direct. Ltd products are covered against structurally defective materials or faulty workmanship. To enjoy the product for many years and to extend the life of the product we recommend following our care instructions.

POLYRATTAN

The rattan ranges of Firmans Garden Furniture are made from either smooth or textured polyrattan. Each item is hand woven and is therefore unique, no two being identical. Varying colour tones and, in the case of some collections, varying widths of polyrattan are blended to give the furniture a more natural appearance.

This highly durable and quality material is resistant to fading, is highly colour fast and other than general cleaning is maintenance free. Prolonged exposure to the sun will naturally cause the rattan to relax and expand. This should return to normal once the furniture is out of direct, intense sunlight and allowed to cool. The rattan is woven with enough flexibility to allow this expansion and shrinkage without affecting the performance of the rattan, however, prolonged and continuous exposure to intense sunlight and UV rays could weaken the rattan and may cause it to snap if it cools too quickly through an unexpected drop in temperature.

Before storing your garden furniture over long periods when not in use, brush off any debris and ensure it is free of dust or grime. Wash with a mild detergent or pressure wash and ensure the furniture is clean and completely dry before covering with a Firmans Garden Furniture Cover. Ensure it is stored in a well-ventilated space.

Rattan furniture can remain outside all year round, however, in order to protect from birds and unexpected flying debris we recommend covering the furniture when not in use over long periods. Prolonged exposure to UV rays can cause slight fading to the furniture, the use of a cover over the summer months, when not in use, will further increase the life of the product.

We do not recommend using a cover not made by Firmans Direct Ltd. as covers for rattan furniture require good ventilation to avoid the rattan sweating and producing mould spores.

Under the terms of this guarantee the rattan of the Venice range of garden furniture is guaranteed for 1 year against defective materials or faulty workmanship.

Under the terms of this guarantee the rattan of the Manhattan/Chesham range of garden furniture is guaranteed for 1 year against defective materials or faulty workmanship

Under the terms of this guarantee the rattan of the Corfu range of garden furniture is guaranteed for 2 years against defective materials or faulty workmanship.

Under the terms of this guarantee the rattan of the Miami range of garden furniture is guaranteed for 3 years against defective materials or faulty workmanship.

ALUMINIUM FURNITURE

Aluminium furniture is made of a high grade powder coated aluminium. While mainly maintenance free you may choose to clean your furniture, however, take care to not use any abrasive materials. When not in use it is recommended the furniture be covered with a Firmans Garden Furniture Cover to protect from birds and unexpected flying debris. While highly unlikely it is possible that prolonged exposure to UV rays can cause slight fading to the furniture, the use of a cover over the summer months, when not in use, will further increase the life of the product.

Extra care must be taken if the furniture is exposed to salt water and sea air, which are known to speed up the corrosion of the paint or oxidisation of the aluminium. Corrosion of the paint and/or oxidisation are not covered under the terms of this guarantee. It is recommended that the furniture be wiped down with fresh water after each use and covered at all times when not in use.

Under the terms of this guarantee the aluminium frames of the Saint Lucia range of garden furniture are guaranteed for 5 years against defective materials or faulty workmanship and will be structurally fit for purpose.

CUSHIONS AND CUSHION COVERS

All Firmans Direct Ltd. cushions are made from 100% polyester or olefin and are shower proof. When not in use over spring and summer it is recommended they be covered with a Firmans Garden Furniture Cover to protect from birds and unexpected flying debris. Clean off any spillage or grime immediately using a mild detergent. The cushions and their covers can be spot cleaned or if needed the covers can be washed at 30 degrees. Do not tumble dry. Shape while damp and allow to dry flat. Ensure the covers are completely dry before re-covering the cushion.

Cushions must be removed from the furniture and stored during periods of heavy downpours or over extended periods when not in use. If the cushions get wet ensure they are thoroughly dry before storing in a protected, enclosed space. If the cushions were not stored away but covered with a furniture cover which was not secured properly and/or gets blown over and the cushions get unexpectedly wet, place them in a warm, dry, well-ventilated place as soon as possible. Ensure they are completely dry before storing in a protected, enclosed space.

Under the terms of this guarantee all polyester cushion covers are guaranteed for 1 year against defective materials or faulty workmanship. All olefin cushion covers are guaranteed for 2 years against defective materials or faulty workmanship.

Dark coloured fabrics are more susceptible to fading than lighter coloured fabrics and the life of the product would be dependent on environmental factors as well as use and regular wear and tear, and so fading of fabrics is not covered by this guarantee.

It is understood that over time the cushions compress and may be slow to resume their normal shape. This is not covered under the terms of this guarantee.

There may be colour variations between different batches of the same fabric resulting in a slight difference between two cushions made at different times. The cushions and their covers are uniquely sized to each set of furniture and each collection. Additionally, Firmans may opt to change the fabrics used on a particular collection after a few years. Bespoke orders may be taken by your local stockist but are not always possible.

TABLETOPS

Firmans Direct Ltd. garden furniture collections feature a range of tops from tempered glass to ceramic glass, and fibre-cement tops.

Regardless of whether a patterned or a plain glass top, care must be taken when cleaning to not scratch the surface with an abrasive or harsh cleaner or scourer which may result in hairline scratches, dulling of the glossy surface, or flaking or chipping of the painted finish.

Care must be taken when handling and storing to neither drop or hit against the tabletops nor drop anything on them, as the tempered and ceramic glass may shatter into tiny fragments, the fibre-cement tops may dent or splinter at the point of impact.

In all cases do not place heavy items on the tabletop, either when in use or when in storage.

In cases where the tabletop contains an ice bucket or a fire pit, additional care must be taken to not damage the tabletop when using these accessories. Do not knock the glass when removing to fill or drain the ice bucket. Remove the ice bucket before moving the table, to prevent accidental damage of the ice bucket moving within its frame and knocking on the glass.

FIRE PITS

When using a fire pit, either stand alone or inserted into a table, inspect the gas hose prior to connecting the gas bottle particularly if it has been stored away for some time. When in use care must be taken to ensure the gas hose is free of obstruction, is not pinched or bent at any point and is allowed to flow freely. Ensure the fire pit and all its parts have cooled down after use and before being stored away. When moving a table that contains a gas fire pit the hose must be disconnected.

OTHERS

Firmans Direct Ltd. guarantees that the following products will have a 1 year guarantee from the date of purchase: lazy susans, ice buckets, fire pits, reclining mechanisms, hanging chairs and hanging chair frames, parasols, parasol bases, parasol lights, parasol speakers, cushion boxes, fibre-cement tops, ceramic glass tops, tempered glass tops, and height adjustable mechanisms on tables, furniture covers and parasol covers.

ALL FURNITURE

If a Firmans Garden Furniture Cover is not used to cover the furniture when not in use, the guarantee against defective materials or faulty workmanship reverts to a standard 1 year guarantee.

Under the terms of this guarantee any aluminium framed garden furniture collections or products not specifically named here are guaranteed for 2 years against defective materials or faulty workmanship, reverting to 1 year if a Firmans Garden Furniture cover is not used. Furniture collections that have been rebranded and/or sold under another collection name by a stockist/retailer will continue to fall under the guarantee terms and conditions of their original collection brand name, and are not considered to be of the category of garden collections ‘not specifically named here’.

HOW TO CLAIM UNDER THIS GURANTEE

Over many years of specializing, Firmans Direct Ltd. have been able to concentrate on highly selective sourcing to complement furniture designs. In designing home and garden furniture for relaxed living, close attention is focused on the detail, the quality of materials used, and the skill of craftsmanship. Every effort is made to produce a high quality product, to be enjoyed for many years to come. In the unfortunate instance where a fault has occurred due to defective materials or faulty workmanship, and you wish to claim under this guarantee please use the following procedure:

1. The consumer will need to contact the stockist/retailer from who the goods were purchased. The stockist/retailer from who the product was purchased should be able to assist in remedying the situation provided proof of purchase is available. It is advisable to have photos to present to them.

2. The stockist/retailer may ask for the item to be brought in for repair. In some instances, the item may need to be sent to the manufacturer, Firmans Direct Ltd., to be repaired.

3. The stockist/retailer may, on the consumer’s behalf, contact the manufacturer to raise a claim. If the product has been assessed to contain a fault which, under the terms of this guarantee, needs to be repaired, replaced or refunded, the stockist will be able to advise, as agreed with the manufacturer, when the repaired or replacement item will be available.

REPAIRS, REPLACEMENTS AND REFUNDS

The consumer will need to carry out a thorough inspection of their items within 48 hours of receiving their goods and will need to inform the stockist/retailer of any obvious faults that may have occurred due to defective materials or faulty workmanship. Firmans Direct Ltd. must be notified of the issue within 7 days of the delivery to the consumer.

When making a claim against the guarantee. Firmans Direct Ltd. must be given a reasonable opportunity to examine the goods for any claims against the guarantee. In the very least photographs will be required.

In some instances, the stockist/retailer or the consumer will be required to return the goods to Firmans Direct Ltd. to examine the fault and determine whether the fault is a result of workmanship or faulty materials.

Firmans Direct Ltd., at their discretion will determine whether an attempt will be made to repair the goods, replace the faulty parts or refund the value of the faulty item. Any faulty parts replaced shall become the property of Firmans Direct Ltd.

If an item needs to be replaced and an exact replacement of model or colour is not available immediately, Firmans Direct Ltd. reserves the right to replace the item when next in stock. This could take between 3 to 12 months depending on production and shipping cycles.

If an item needs to be replaced and an exact replacement of model or colour is not available, Firmans Direct reserves the right to replace with an alternative similar product.

If the consumer chooses to not accept the repair, replacement or refund provided by Firmans Direct Ltd. through the stockist/retailer no further offers for repair, replacement or refund will be given by the manufacturer at a later date for the same fault.

Any refunds offered will be in proportion of the defective materials or faulty workmanship against the cost of the goods to the stockist/retailer, not the consumer.

Any refunds offered will be made to the stockist/retailer for their purchase of the goods from Firmans Direct Ltd., and it is for the stockist/retailer to extend their own refund, proportionate to the refund received against the cost of goods they ordered and faulty goods they received, to the consumer for the price of goods they sold.

Where any claim is made under this guarantee, refunds will not exceed the following proportions of the original purchase price of the goods:

5 Year Breakdown

up to 100% for a claim made in the first 12 months
up to 50% for a claim made within 13 – 24 months
up to 25% for a claim made within 25 – 36 months
up to 10% for a claim made within 37 – 48 months; and
up to 5% for a claim made within 49 – 60 months

3 Year Breakdown

up to 100% for a claim made in the first 12 months
up to 50% for a claim made within 13 – 24 months; and
up to 25% for a claim made within 25 – 36 months

2 Year Breakdown

up to 100% for a claim made in the first 12 months; and
up to 50% for a claim made within 13 – 24 months

in each case by reference to the number of years that have passed since the commencement of the guarantee coverage.

EXCLUSIONS OF COVER

This guarantee does not cover furniture or products which are used for non-domestic/commercial use.

This guarantee does not cover furniture or products which have been taken outside the UK.

This guarantee does not cover furniture or products which have been used after the fault has been raised with Firmans Direct Ltd., resulting in further damage.

This guarantee does not cover furniture or products that were not assembled, installed, used, maintained, cared for, cleaned or stored according to the manufacturer’s instructions.

This guarantee does not cover furniture or products that have been wilfully or accidentally misused or used in a manner other than what that product was originally indented for when manufactured.

This guarantee does not cover furniture or products that have been subject to unauthorised modifications, alternations or transformed in any way.

This guarantee does not cover defects that result from fair wear and tear or improper storage conditions.

This guarantee does not cover furniture or products that have been damaged by fire, or severe environmental conditions such as hurricanes, tornados, floods, and any other event due to natural causes, including sudden, extreme changes in temperature, for which the furniture was not designed.

This guarantee does not cover furniture or products that have been used in unsafe conditions, or not stored safely in situations of extreme weather.

This guarantee does not cover furniture or products that have been left exposed to salt water and sea air without adequate care, maintenance, and protection.

Parasols must not be left up in windy conditions. Any damage caused to the canopy, the parasol frame, or to any furniture or products it may be inserted into or located near, due to exposure in windy conditions will not be covered under this guarantee.

No claims will be accepted against furniture or products sold as substandard or ex-display.

No further claims will be accepted against furniture or products or parts that have been replaced, repaired or refunded.

TERMS OF THE GUARANTEE

The consumer will be required to register their purchase on the Firmans Direct Ltd. website within 28 days of purchase in order to activate the guarantee for the goods they purchased from a Firmans Direct Ltd. stockist/retailer.

In order to activate your Guarantee, please click on the following link https://firmansdirect.com/product-registration/

All personal data provided to Firmans Direct Ltd. will be stored safely and securely. Firmans Direct Ltd. may from time to time email the consumer about new collections or product launches. No consumer details or activity will be passed on to any third party for the sake of marketing purposes without the consumers written consent.

The guarantee afforded to this furniture is afforded to the original purchaser of the furniture, it cannot be transferred to any future buyers.

The guarantee applies to the items purchased and covers manufacturing faults and defects only and does not cover claims for consequential loss or damage.

Proof of purchase will be required for the guarantee to be valid.

Proof of purchase will be required for all claims of refunds, replacements and repairs.

The terms of use and guarantee outlined here do not affect your statutory consumer rights.

Please click here to register your Firmans product.

If you aren’t happy, we want to know. Please contact us by email at enquiries@firmansdirect.com or call customer service on 01323 430 043 if you have any queries.