At our outdoor bench factory, we understand that wood is a natural material, and environmental factors such as moisture, temperature changes, or improper installation can sometimes cause splitting or warping. To ensure your long-term satisfaction, we have established a transparent and efficient warranty claim process specifically for these issues.
First, when you notice any splitting or warping, simply contact our customer support team via email or our online claim portal within the warranty period. Please provide your purchase receipt, a few clear photos showing the affected area, and a brief description of the condition. Our team typically responds within 24-48 hours.
Second, our dedicated quality assurance experts review your photos and details. We assess whether the damage falls under our coverage—which includes manufacturing defects such as improper kiln-drying, internal stress, or substandard wood selection. Normal weathering or minor hairline cracks from seasonal humidity are generally considered natural wear, but if the splitting or warping exceeds industry tolerance (e.g., a gap wider than 1/8 inch or a bend of more than 10 degrees), we treat it as a valid claim.
Third, based on the assessment, we offer one of three solutions: a full replacement part shipped to you (with easy-install instructions), a factory repair if the bench is still functional (e.g., using specialized wood fillers and stabilizers), or a complete bench replacement if the issue is systemic. For splitting, we often send a pre-finished replacement slat or armrest. For warping, we may recommend re-humidifying or re-fastening the board, but if the wood has permanently bowed, we will replace it at no cost.
To prevent future issues, our factory uses only premium, kiln-dried hardwoods treated with a weather-resistant sealant. Every bench undergoes a 72-hour stress test in a controlled humidity chamber before shipment. This proactive approach reduces splitting and warping claims by over 90% compared to industry averages.
Finally, we prepay all shipping for warranty replacements, and we complete the claim process within 5-7 business days from approval. Our goal is not just to fix the wood—but to build lasting trust. If you ever experience splitting or warping, rest assured that our team stands behind every bench with a solid warranty and a solution-oriented mindset.
