Warranty and Claims – Kaluste Duo

Kaluste Duo offers its customers high-quality furniture that is long-lasting and covered by manufacturer warranties. On this page, we clearly explain what the warranty covers, what is considered normal product use and wear, and how claims are processed.

 

1. Furniture warranty

Depending on the manufacturer and model, sofas and beds carry a 2–20 year warranty for the following parts:

• Frame warranty (2–20 years)

• Suspension warranty (2–20 years)

• Motor parts warranty (electrical functions, 1–5 years)

• Manufacturing defects (materials and structure)

The warranty covers manufacturing and material defects, not normal wear and tear or changes related to use.

Warranty for other products: 1–5 years

The warranty period is usually stated in the product description.

 

2. What the warranty does not cover – normal wear and tear

Furniture is in daily use and undergoes natural changes over time. These are not defects and are not covered by the warranty.

Normal settling of upholstery (10–15%)

The normal softening, or so-called settling, of foam padding means that the density of new padding reduces by about 10–15% during the first months of use. This is a completely normal physical process where the foam's cell structure adapts to weight, and it does not indicate a product defect.

Natural stretching of fabric

Fabrics adapt to use and may stretch slightly. This is not a defect, but a normal part of using upholstered furniture.

Resilience of seat sections

In soft, comfort-oriented sofas, the resilience of seat sections is a characteristic of the product.

Minor indentations and shaping

Indentations caused by sitting and lying down are normal in all upholstered furniture.

 

3. Processing of claims

Claims must be made using the claim form. Claims are always processed on a case-by-case basis. To assess the situation, we require:

• clear photographs of the product
• a video, if it helps to illustrate the issue
• a description of use (normal use, pets, load, etc.)

Burden of proof

In accordance with the Consumer Protection Act, the customer has the burden of proof to show that the product is defective.

Kaluste Duo always evaluates a claim based on the materials provided.

Comparison with the showroom model

We also evaluate claims by comparing the product with the model in the store.

If the store model and the customer's product are comparable, it is not a defect.

 

4. When is a product not considered defective?

A product is not defective when:

• the padding has settled normally

• the fabric has stretched with use

• the seat sections are resilient according to the characteristics of the soft filling

• the product structure is sound

• the suspension functions normally

• the store model corresponds to the customer's product

• the claim material does not show an abnormal fault

 

6. Summary

Kaluste Duo wants to offer its customers high-quality and long-lasting products.

The warranty covers manufacturing defects but not normal wear or the natural shaping of padding. Claims are always processed carefully, and the material provided by the customer is the basis for evaluation.

If necessary, we are ready to offer customer-friendly solutions even if a defect has not been identified.