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Warranty

What the one-year warranty covers, and how to use it.

Every piece sold by Rootelier is covered by a 1-Year Limited Warranty against defects in materials and workmanship, starting on the date your order is delivered. This warranty is offered by Rootelier and applies to furniture purchased new, directly from us, and used in a normal residential setting.

What is covered

  • Joinery failure. Joints that loosen, separate or fail under normal use.
  • Structural failure. Legs, aprons, stretchers, frames, rails and shelves that crack, split or collapse under their rated load in normal use.
  • Hardware failure. Drawer slides, hinges, levelers, bolts and connectors supplied by us that break or fail to function.
  • Finish defects. Bubbling, peeling, flaking, blistering or premature delamination of the finish that is not caused by misuse, heat, moisture or cleaning products.
  • Manufacturing defects generally: anything that is our error rather than normal use or normal behavior of wood.

What is not covered

Solid wood is a natural material. Some of the things people report as defects are in fact characteristics of the material, and we would rather tell you that up front than argue about it later.

  • Natural variation. Grain pattern, color, figure, knots, mineral streaks and sapwood variation between boards, and between your piece and the photographs on the site.
  • Seasonal movement. Expansion and contraction with humidity, small gaps opening and closing at joints or breadboard ends, and slight cupping or bowing that stabilises. Keep relative humidity between roughly 35% and 55% and this stays minimal.
  • Color change over time. Wood darkens or lightens with light exposure. Cherry and walnut in particular change noticeably in the first year. This is expected and desirable.
  • Normal wear. Scratches, dents, scuffs, ring marks, patina, and wear on surfaces and edges.
  • Damage from misuse or accident. Standing on furniture, exceeding stated load ratings, dragging instead of lifting, impact damage, pet damage, or damage during a move.
  • Damage from the environment. Direct sunlight, radiators and heating vents, standing water, steam, flooding, or storage in an unconditioned garage, basement or outbuilding. Indoor furniture used outdoors is not covered.
  • Damage from cleaning or refinishing. Silicone or ammonia-based cleaners, abrasive pads, or refinishing, staining or altering the piece yourself.
  • Improper assembly by someone other than us, or modifications and repairs by a third party.
  • Commercial and rental use. This warranty covers residential use only. Commercial installations are covered for 90 days; ask us before ordering if the piece is for a restaurant, office or short-term rental.
  • Shipping damage, which is handled faster and more generously under our shipping policy, report it within 14 calendar days of delivery.

Who is covered

This warranty is extended to the original purchaser only and is not transferable. Proof of purchase, your order number is enough, is required.

What we will do

If you make a valid claim within the warranty period, we will, at our option and at no cost to you:

  1. Repair the piece. For most joinery and hardware issues this is the fastest and least disruptive fix, and we will send parts with instructions or arrange a local repair where we can.
  2. Replace the piece or the affected component, if repair is not practical.
  3. Refund the original purchase price, if neither repair nor replacement is practical.

We cover shipping both ways on approved warranty claims. Replacement pieces are built to the same specification; if a wood species or finish has been discontinued we will offer you the closest available equivalent and tell you clearly what is different before it goes into production.

How to make a claim

  1. Email support@rootelier.com with the subject line "Warranty claim".
  2. Include your order number, the date of delivery, a description of the problem, and clear photographs, one showing the whole piece, and two or three close-ups of the issue. A short video helps for anything that wobbles or sticks.
  3. Tell us where the piece lives (room, and whether it is near a vent, radiator or window), which helps us diagnose humidity-related issues quickly.

We acknowledge every claim as quickly as we can and keep you updated until it is resolved. If we need to see the piece in person, we arrange and pay for that.

Care that keeps the warranty intact

  • Keep indoor relative humidity roughly between 35% and 55%. A cheap hygrometer and a humidifier in winter will do more for your furniture than anything else on this list.
  • Keep the piece out of direct sunlight and at least 12 inches from heating vents and radiators.
  • Wipe spills immediately with a barely damp cloth, then dry.
  • Use coasters, placemats and trivets. Never put a hot pan directly on the surface.
  • Clean with a soft dry or barely damp cloth only. No silicone polish, no ammonia, no all-purpose sprays, no abrasive pads.
  • If the surface starts to look dry, email us before treating it and we will tell you what suits your piece.
  • Lift, never drag. Check and gently re-tighten bolts and levelers twice a year.
  • Rotate items on a tabletop occasionally so the surface ages evenly under light.

Limitations

Repair, replacement or refund as described above is your exclusive remedy under this written warranty. To the extent permitted by law, Rootelier is not liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so that limitation may not apply to you.

Any implied warranties, including any implied warranty of merchantability or fitness for a particular purpose, are limited in duration to the one-year term of this written warranty, except where such a limitation is not permitted by law. Some states do not allow limitations on how long an implied warranty lasts, so that limitation may not apply to you.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Contact

Rootelier
1209 Mountain Road Pl NE, Albuquerque, NM 87110, United States
Email: support@rootelier.com
Phone: +1 346-469-1156
Support hours: Monday to Friday, 10:00 AM to 8:00 PM (EST)