All cases must be emailed to our service team at service@quatropi.com and if possible photographs should be attached if the product is faulty.
Unwanted Products
We want you to be 100% happy with your product(s), so if you are not then you may return the product to us unused and in a resaleable condition within 14 days under our full money back guarantee. Goods requiring assembly are non-returnable once constructed.
Please note that you are responsible for ensuring that all product(s) are in their original packaging and wrapped securely.
Exemptions to this guarantee are:
- Custom-ordered/special order products
- Products that have been assembled or used
- Products without original packaging
Returns are free on all items to Mainland UK with the exception of a few postcodes (details below). Returns to these postcodes are subject to a returns fee based on products to be returned.
Excluded postcodes: JE, GY, IM, PO30 to PO41, HS, KA27-28, KW, ZE, PA, AB, PH, IV, BT.
Faulty products
Any products that you have received with a defect or manufacturing fault on delivery must be reported within 5 working days. Please check for any damage on all parts before assembling your item as we cannot be held responsible for any damage identified once erected. Please email our customer service team at service@quatropi.com. please attach photographs so that we are able to analyse the fault. We will contact you to arrange for a replacement to be sent.
All of our products are covered by a One Year Structural Guarantee; therefore if any of our products develop faults during this time, please contact us and we can issue you with a replacement.
Exemptions to this guarantee are:
- Domestic products used in a commercial environment
- General wear and tear
- Faults due to mis-use
- Electrical goods
- Fabric fading from sunlight
- Leaks from outdoor covers
We recommend that if the box/packaging is damaged on receipt, that you check the products inside before signing for them.
If you are unable to examine the products inside a damaged package on receipt and once you have opened the product(s) and it is clear to see they have been damaged in transit, you must report this within 5 working days.
Please note that if product(s) are being returned to us, you are responsible for ensuring that you use the original packaging and ensuring the parcel is securely wrapped.
If you are using your own courier service to deliver or return your product(s), we will not be held responsible for damaged goods and therefore you will be unable to claim for a refund or exchange.
Incorrect Products
If you have received any incorrect items please email us on service@quatropi.com. We will endeavour to resolve any issues to a mutually agreeable solution. All sizes, dimensions and weights and colours of products are approximate. It is the responsibility of the customer to check that the measurements of their items are suitable and to get in contact with us within a reasonable period of time. If your product is not suitable it must be returned to us unassembled, unused and in its original packaging. Any items that do not have their packaging we unfortunately cannot accept back.
Refunds
Once we have agreed to issue you with a refund this will take approximately 3 working days to reach your account from the date of inspection of the returned goods. The refund will be issued to your debit or credit card which you used to make the payment for your order. We cannot refund monies to a different account. If you made payment via cheque, we will send you a cheque to your billing address. Please contact us on 02476 642139 if you have not received your refund and it falls outside of these timescales.
Returns Address
For items initially delivered by parcel courier, please send returns to:
Quatropi LtdUnit 8 Whitacre RoadWhitacre Road Industrial EstateNUNEATONCV11 6BX
For items initially delivered by Quatropi drivers, please email us at service@quatropi.com and we will arrange collection.
Product Warranty Information
Custom Made Sofas and Armchairs
15 year structural warranty – covering the frame, springs, hardware and feet of your new sofa, plus 1 year warranty for upholstered interior – the foam, fibre and feather as well as the covering material.
Other Indoor Furniture Warranty against Manufacturing Defects or Faults:
- Other Made to Order Furniture - 2 year warranty
- In stock Furniture (Dining Tables, Sideboards, Dining Chairs/Stools etc) - 1 year warranty
- Electrical item and Accessories (Mirrors., Ornaments, Artwork etc) -1 Year warranty
For guidance on how to care for your real wood table please click here.
Garden Parasols
1 year structural guarantee. Any damage caused by extreme weather conditions are not covered.
Ex-display Garden Items
1 year structural warranty on the frame, hardware and accessories, excluding any imperfections on the product at the time of purchase.
Rattan Garden Furniture
5 year structural warranty - covering the frames of all our Rattan outdoor furniture for manufacturing defects. Plus we offer a 3 year weave warranty against the fading, crackling and peeling of our rattan weave. 1 year warranty applies to accessories (cushion covers, inners and glass).
The specifications of our Rattan furniture is made to withstand the weather conditions in the UK, therefore may not be suitable for foreign climates. Any goods transported out of the UK are not covered under warranty.
Note that furniture covers which are included free of charge are not covered via warranty.
The structural and weave warranty period begins from the date of dispatch or the original order.
All Other Garden Furniture
2 year structural warranty on the frame and hardware plus 1 year warranty on accessories (cushion covers, inners and glass)
Exclusions to the warranty:
- Wear and tear (scratches, knocks etc)
- Misuse (accidental or deliberate)
- Commercial use
- Failure to maintain
- Material failing due to exposure to chemicals or bio fluids
- Incorrect assembly
- Fading due to direct sunlight
- Weather damage
- Free of Charge Rain Covers
- Discolouration/rusting of fixings elements where the structural integrity is not affected
Non authorised repair and changes made by you will avoid the Warranty therefore, we advise that you contact us to discuss options prior to instructing a third party to repair or amend the goods. Please be advised furniture shipped outside of the UK is not covered under warranty.
If you have any questions with our returns or warranty policies’ please contact our customer service team at service@quatropi.com.
Further information on our complaints procedure can be found here.
