At our outdoor bench factory, warranty claims are handled by the people who manufacture the benches. That means no automated phone trees, no third-party adjusters, and no waiting weeks for a decision. If something fails within the warranty period due to materials or workmanship, we make it right—directly and without extra cost to you.
Here is how to file a claim when you need one.
Start by locating your original order confirmation and the serial tag under the bench seat. The serial tag tells us the exact coating batch, production date, and hardware lot. If the tag is no longer readable, do not worry. Send us the invoice plus clear photos of the bench, and we can usually identify it by model and frame style.
Submit your claim through the Warranty Claim portal on our website or by email. Include these details:
- Purchaser name and order number
- Bench model and serial number if available
- Date of failure and installation location
- Photos that show the problem from about one meter away and one close-up of the specific defect
- A short description of what happened before the damage appeared
Once submitted, a warranty engineer reviews your file. You will receive a claim number and an initial response within one to two business days. In some cases, we ask for a 10-second video showing the part under normal pressure. This helps us distinguish a manufacturing defect from stress caused by overloading or improper installation.
If your claim is approved, one of three resolutions happens:
1. We ship free replacement parts directly to your location, with installation instructions designed for a single technician.
2. For frame or weld issues, we send a repair kit and, if needed, authorize a local technician to make the repair at our expense.
3. If the bench is beyond economical repair, we schedule production of a brand-new bench and coordinate freight delivery to your site.
If we ask you to return the original bench, we email a prepaid return label and arrange a carrier pickup. But for most outdoor benches, we prefer to keep the bench in service and solve the problem on-site.
Coverage includes hidden welding defects, structural steel cracks, premature corrosion of coated surfaces, faulty hinges on folding models, and broken attachment points caused by normal use. We do not cover scratches, fading, sun damage, staining, vandalism, or damage from hurricanes, unanchored wind exposure, or inappropriate anchoring.
Because our factory controls production, every approved claim is logged in our quality system. If we see the same failure more than once, we change the design or supplier, which reduces future claims. That is why we ask for your photos even when the answer is obvious—they help us build better benches.
To file a claim, use the contact details on your warranty certificate. Keep your order number and serial number ready, and we will guide you through the rest.
