Guarantee

Created by Syed Obaid Rehman, Modified on Thu, 21 Aug at 5:26 PM by Zain Kazmi

Terms & Conditions Cox & Cox 10-Year Guarantee

1. Cox & Cox 10-Year Upholstery Frame Guarantee

1.1. The Cox & Cox 10-Year Upholstery Frame Guarantee is effective from the 13/08/2025 and guarantees all new Made to Order items purchased on or after that date.

1.2. All our made to order upholstered sofas, armchairs and footstools come with a free 10-Year Upholstery Frame Guarantee. This will cover faults to structural elements, such as:

Spring breakage or webbing

Wood breakage

Loose joints

You will be protected from the date of purchase.

1.3. This guarantee does not cover:

Normal wear and tear or accidental damage

The effects of spillages or excessive moisture on wood natural oils

The effects of exposure to chemicals or biological fluids

Upholstery use within commercial settings

Products exported outside of the UK

Pet damage or furniture left in an unhygienic condition. Please ensure your purchase is kept clean, as our delivery team cannot collect/dispose of unsanitary items

Failure to maintain your item

Deliberate damage, mishandling or misuse such as sitting on arms

Non-made-to-order seating

Repaired or altered by any unauthorised 3rd party, including the purchaser

1.4. All repairs will be carried out by qualified service technicians, appointed by Cox & Cox. We reserve the right to use an alternative material to carry out your repair, should the original materials no longer be available.

1.5. In the unfortunate event that your purchase is irreparable, we will substitute it with the same design. If the original design is unavailable, we promise to provide a replacement similar in style or price

1.6. In the event that your furniture does have to be repaired or replaced, the 10-Year Upholstery Frame Guarantee will still expire on the original guarantee expiry date (from the date of original purchase).

1.7. We aim to complete any necessary repairs or replacements within 30 days of claim acceptance, subject to parts/material availability.

1.8. Should you need to make a claim, all relevant paperwork should be submitted within 30 days of this first being reported to Cox & Cox.

1.9. To make a claim, please contact our Customer Service team by giving them a call on 0330 333 2123 or send us an email on info@coxandcox.co.uk

2. When making a claim, you will need to provide proof of purchase. Your order number, along with batch code or label, if possible and a photograph of the fault that is subject to the claim in question.

2.1. Should you wish to pursue a GDPR ‘Right to Erasure’ or ‘Right to be Forgotten’ request, this will invalidate the guarantee as your ‘proof of purchase’ will therein be removed from the Cox & Cox database. Please note you can still unsubscribe from our marketing channels without affecting your Cox & Cox guarantees.

2.2. We will contact you to arrange a suitable time to collect your item once your submitted claim has been accepted.

2.3. This guarantee applies only to the original purchaser and is non-transferable if the item is resold.

2.4. Cox & Cox 10-Year Furniture Structural Guarantee

2.5. The Cox & Cox 10-year Furniture Structural Guarantee is effective from the 13/08/2025 and guarantees all new furniture items purchased on or after that date.

2.6. All our furniture comes with a 10-year structural guarantee. This will cover any faults to structural elements, including:

frames

joints

hinges

handles

You will be protected from the date of purchase.

2.7. Items within the Cox & Cox range, included in our structural guarantee are:

Tables

Wardrobes and Chest of Drawers

Sideboards

Cabinets

Kitchen Islands and Kitchen Cupboards

2.8. This guarantee does not cover:

All Outdoor Furniture

Decorative Accessories and Textiles

Lighting

Christmas Decorations

Mattresses, Beds and Headboards

Any items that have been adapted or altered by the purchaser

Normal wear and tear – including, but not limited to; staining, abrasion, tears and burns, accidental damage, paint chips or scratches, natural cushion interior settlement

Fabric and surface finishes are excluded from both the structural and upholstery frame guarantees unless directly affected by a qualifying structural fault

Damage arising from natural changes to the timber or exposure to adverse environmental conditions – sunlight, adverse moisture or extreme heat (eg: situated too close to a radiator)

Damage resulting from use in a non-domestic environment

Damage to wood surfaces caused by water or contamination from contact with chemicals, cosmetics, hair products, oils, natural biological fluids

Product that has been exported outside of the UK

Please note that the above is not an exhaustive list and is subject to change as our product offering grows.

2.9. Your guarantee ensures that your furniture will be repaired, wherever possible, should you encounter problems - covered by the guarantee - within the 10-year period.

3. All repairs will be carried out by qualified service technicians, appointed by Cox & Cox. We reserve the right to use an alternative material to carry out your repair, should the original materials no longer be available.

3.1. In the unfortunate event that your purchase is irreparable, we will replace it with the same item, where possible. Or, if this is no longer available, a suitable alternative of the same quality and style will be offered. As both oak and painted furniture colours can change a little over time in your home, if you purchased more than one piece of furniture in the same range, there may be a slight variance in colour between your original pieces and any replacement supplied. This is normal since all furniture changes colour slightly over time due to environmental conditions.

3.2. In the event that your furniture does have to be repaired or replaced, the 10-year guarantee will still expire on the original guarantee expiry date (from the date of original purchase).

3.3. We aim to complete any necessary repairs or replacements within 30 days of claim acceptance, subject to parts/material availability.

3.4. Should you need to make a claim, all relevant paperwork should be submitted within 30 days of this first being reported to Cox & Cox.

3.5. To make a claim, please contact our Customer Service team by giving them a call on 0330 333 2123 or send us an email on info@coxandcox.co.uk

3.6. When making a claim, you will need to provide proof of purchase. Your order number, along with batch code or label, if possible and a photograph of the fault that is subject to the claim in question.

3.7. Should you wish to pursue a GDPR ‘Right to Erasure’ or ‘Right to be Forgotten’ request, this will invalidate the guarantee as your ‘proof of purchase’ will therein be removed from the Cox & Cox database. Please note you can still unsubscribe from our marketing channels without affecting your Cox & Cox guarantees.

3.8. We will contact you to arrange a suitable time to collect your item once your submitted claim has been accepted.

3.9. This guarantee applies only to the original purchaser and is non-transferable if the item is resold.