Our 3-year warranty
We stand behind every product we sell. Our voluntary 3-year Commercial Warranty covers defects in materials and workmanship that materially affect a product’s quality or intended use. The warranty begins on the date of purchase.
As a consumer, you have statutory rights under applicable consumer law, including rights to remedies from the seller free of charge if a product does not conform to the sales contract. This Commercial Warranty is in addition to, and does not affect, those rights.
What does the warranty cover?
Examples include:
- cracks in wooden chess pieces occurring under normal use;
- loose or displaced weights inside chess pieces;
- adhesive failures affecting the construction of the product;
- warping of wooden components under normal indoor conditions; and
- other manufacturing or material defects that materially affect the product’s quality or intended use.
What is not covered?
Minor variations in wood grain, colour, texture, carving and finish are normal in handcrafted wooden products and are not normally considered defects. Natural ageing and gradual changes in colour are also not normally considered defects.
The warranty does not cover damage caused by:
- accidents, impacts or other external causes occurring after the product has been delivered to you;
- misuse, improper handling or neglect;
- improper storage or unsuitable environmental conditions;
- unsuitable cleaning or care methods;
- modifications or repairs carried out without our prior approval; or
- normal wear and tear.
For care and storage advice, please see our Product Care Guide.
How do I report a problem?
If your order arrives damaged or you think your product may have a defect in materials or workmanship, please contact us before returning it.
To help us assess the issue, please include:
- your order number or other proof of purchase;
- a brief description of the issue; and
- clear photographs of the product and, in the case of delivery damage, the parcel and packaging, if possible.
If your order arrived damaged, please keep the packaging while we review the case. Do not return anything until we have provided further instructions.
What happens next?
We will review the information provided. If necessary, we may request additional information, photographs or the return of the product.
Once we have assessed the issue, we will explain the appropriate solution. Depending on the nature of the issue and the circumstances, this may involve repairing the product, replacing the affected product or component, or, where appropriate, providing a full or partial refund.