Common Questions &
Warranty Details

Warranty Information

Thank you for selecting Birchwood Furniture. You have made an investment in lasting quality that will afford you years of enjoyment and comfort. Please read the terms of the Birchwood-Limited Warranty coverage. Birchwood Furniture products are guaranteed to the original retail purchaser to be free of defects in materials and workmanship for the length of time specified. This warranty applies under conditions of normal household uses and does not apply to defects resulting from negligence, misuse, accident or commercial usage. The purchaser will be responsible for packing and shipping cost to and from the factory or service depot. This warranty does not extend the manufacturers warranty on any of the components used. Birchwood will not honor any other warranty expressed or implied. To obtain benefits of this warranty, you should contact the dealer from whom you purchased the merchandise. Birchwood’s obligation under this warranty is limited to repairing or replacing any parts of the product found to be defective in material or workmanship, within the following criteria:

CUSHIONS – Five (5) Years

Birchwood’s seating consists of high quality foam cut to precise specifications and wrapped in layers of polyester fibre for exceptional comfort. Cushions are warranted against loss of resiliency. The loss of resiliency should not be confused with a slight softening and flattening of the polyester fibre and foam that will occur as a result of normal usage and aging.

FRAMES & SPRINGS – Lifetime (25 year) pro-rated*

Made of engineered hardwood, the frame construction and sinuous wire No-Sag support system are warranted against breakage due to defective material or workmanship for a lifetime (25 year) pro-rated. * Pro-rate formula: equal to month(s) used divided by month(s) warranted multiplied by current suggested retail price to be determined by Birchwood Furniture

FABRIC & LEATHER – One (1) Year

Upholstery fabrics/leather are warranted by the original manufacturer against defective material or workmanship for one year. This warranty does not cover fading, pilling*, or shrinkage and is not valid where there is evidence of heavy soiling, exposure to pets or abuse. Fabric damage or failure due to chemical treatment or improper cleaning is also excluded from this warranty. Proper cleaning instructions may be obtained from your Birchwood dealer. * Pilling is characteristic of some upholstery fabrics which results in excess fibre coming off the surface of the material. This results in small balls or pills of fibre on the surface of the fabric. This condition is not warranted by the fabric mills because it is not viewed as a defect. It is simply excess material being released, which is comparable to fuzzing seen on new carpet or clothing, such as sweaters. The concern is the assumption that the fabric will come apart or disintegrate leaving a hole or ‘bald’ spot. In fact, the pilling will only persist until the excess fibre is gone and then it will stop. The recommendation during this process is to shave the surface of the fabric with a sweater shaver to remove the pills and restore the appearance of the fabric surface. This may need to be repeated until the surface pilling lessens and eventually stops.

SWIVEL MECHANISMS – One (1) year

Mechanisms (metal parts) are warranted by the original manufacturer for One (1) year. (Subject to part availability)

SOFABED MECHANISMS – Three (3) years

Mechanisms (metal parts) are warranted by the original manufacturer for the lifetime of the product. (Subject to part availability) All work done under this warranty must be approved in writing in advance. Birchwood reserves the right to perform all repairs at the factory in Calgary, Alberta. Freight costs to and from the factory are the responsibility of the end customer. Please retain your original sales receipt and the printed warranty attached to your new furniture to substantiate your claim in the event warranty service is required.

WARRANTY PROCEDURE

Before submitting a claim via the below form, please follow these steps:

1. Consumer should contact dealer.

2. Dealer should inspect and establish the need for warranty service prior to contacting customer service at Birchwood Furniture.

3. If service is required, Birchwood Furniture Customer Service may organize a return with the dealer. Birchwood is not responsible for freight from the consumer to the dealer. Repairs under $50.00 may be authorized by our sales representative if local service is available. Repairs above $50 will require approval from Birchwood Furniture.

4. Upon confirmation by Birchwood Furniture’s customer service that the warranty claim is valid, Birchwood will repair or replace the product at our option and return the product to the dealer, freight prepaid.

5. If Birchwood’s service department cannot verify a defect covered by our warranty, the dealer will be contacted for further instructions. Should repairs be made, a purchase order will be issued for said repair, replacement or return of the goods, collect, at an agreed pre-determined cost.

Please note: 

1. Birchwood Furniture will not accept any repair, inspection or debit charges, etc. if authorization was not obtained in advance. 

2. Due to the custom nature of our products, it is the dealer’s responsibility to ensure products are produced as ordered and meet expectations prior to delivery to the consumer.

3. Once product is delivered into a customers home, it is considered to be soiled, and therefore non-returnable.