WARRANTY & CARE
Made to be lived with. Supported with clear care guidance.
CloudHaus furniture is made locally and inspected before delivery. This guide explains the factory-defect warranty, how to report an issue and how to care for your furniture over time.
WARRANTY AT A GLANCE
6-month warranty against factory defects.
Cautious summary information that helps customers understand the warranty without overstating outcomes.
WHAT THE WARRANTY MAY COVER
Issues that may be covered, subject to assessment.
Structural failure
Frame failure caused by manufacturing may be covered, subject to assessment.
Loose joints
Loose joints caused by manufacturing may be covered, subject to assessment.
Stitching failure
Stitching failure not caused by misuse may be covered, subject to assessment.
Attachment failure
Upholstery attachment failure caused by workmanship may be covered, subject to assessment.
Supplied components
Manufacturing faults in supplied components may be covered, subject to assessment.
Delivery condition
Defects present at delivery or developing during normal use may be covered, subject to assessment.
WHAT IS GENERALLY NOT COVERED
Common situations that are generally not covered, subject to assessment.
Normal wear
Wear and tear, pilling, flattening, softening and cushion settling are generally not covered.
Colour and material variation
Screen-to-swatch colour variation, dye-lot variation, timber grain, stone pattern and tone variation are generally not covered.
Damage and misuse
Scratches, stains, burns, water damage, chemical damage, pet damage, child damage and misuse are generally not covered.
Cleaning and transport
Damage from harsh cleaning products, moving, storage or third-party transport is generally not covered.
Access and alterations
Restricted access damage not disclosed before delivery and later changes by another repairer are generally not covered.
Commercial use
Commercial use is generally not covered where the product was not approved for that use.
HANDMADE VARIATION
Handmade furniture can show small natural differences.
Stitching, seams, cushion shape, fabric tension, timber colour, timber grain and stone pattern can vary slightly from piece to piece. Natural variation is not automatically a defect.
CloudHaus works within reasonable manufacturing tolerance, but we do not publish a fixed dimensional tolerance unless it has been verified for the specific piece.
HOW TO REPORT AN ISSUE
Five simple steps help us assess the problem clearly.
-
01
Contact CloudHaus
Start by reaching out through the team so we can log the issue.
-
02
Share the order number and delivery date
That helps us locate the piece and confirm the original details.
-
03
Send clear photos and video
Visual evidence helps us understand the issue and assess it accurately.
-
04
Describe when it started
Tell us when the issue appeared and how the furniture is used.
-
05
Allow assessment
We review the item and confirm the next step after assessment.
ASSESSMENT AND RESOLUTION
The appropriate resolution is confirmed after assessment.
CloudHaus may request more information, inspect the item remotely or in person, arrange collection or repair where appropriate, repair a manufacturing fault or replace an affected component.
If the issue is maintenance-related or outside warranty scope, we will explain that clearly after review.
UPHOLSTERY CARE
Simple care habits help upholstered furniture wear well.
- Vacuum regularly using a soft upholstery attachment.
- Rotate and rearrange loose cushions.
- Gently reshape cushions by hand.
- Blot spills immediately and do not rub them.
- Avoid harsh detergents, bleach and solvents.
- Keep furniture away from prolonged direct sunlight where possible.
- Avoid sitting on arms and backrests.
- Follow the care guidance for the selected fabric range.
Cushion care
Soft cushions naturally settle. Feather, fibre and foam cushions may need reshaping and rotation for even wear.
Timber care
Dust with a soft dry or slightly damp cloth, wipe spills promptly and avoid soaking, harsh chemicals and abrasive products.
Metal care
Dust with a soft cloth, dry the surface after cleaning and avoid abrasive pads, corrosive chemicals and repeated impact.
Stone and engineered surfaces
Wipe spills promptly, use coasters and mats, and avoid harsh acids, bleach, abrasive cleaners and very hot objects.
Beds and bedroom furniture
Keep upholstered surfaces clean and dry, lift furniture when moving and ensure the mattress and frame are used correctly.
Moving and storage
Lift furniture rather than dragging it, remove loose components first and avoid damp or exposed storage conditions.
DELIVERY INSPECTION
Check the furniture carefully when it arrives.
Inspect visible upholstery, finishes and components as soon as the furniture is delivered. Confirm that the correct pieces were delivered and photograph any visible issue before the delivery team leaves where possible.
FREQUENTLY ASKED QUESTIONS
Useful answers about warranty and care.
How long is the CloudHaus warranty?
The approved warranty position is 6 months against factory defects, counted from the confirmed delivery date.
What is a factory defect?
It is an issue caused by manufacturing, workmanship or supplied components that may be covered, subject to assessment.
Is normal fabric wear covered?
Normal wear, pilling, flattening and softening are generally not covered.
Are cushion impressions normal?
Temporary body impressions and normal cushion settling are part of everyday use and are generally not covered.
Can I use my own cleaning products?
Use caution and follow the care guidance for the selected fabric or finish. Harsh or unsuitable products can damage the furniture.
Will CloudHaus collect the furniture?
Collection or repair is confirmed after assessment, when it is appropriate for the issue.
How long does an assessment take?
Assessment timing depends on the item and the details supplied, so CloudHaus confirms the next step after review.
What information is needed for a claim?
Order details, delivery date and clear photos or video are the best starting point for a warranty review.
NEED SUPPORT?
Show us what you are seeing.
Share your order details, delivery date and clear photos or video so the CloudHaus team can assess the issue and confirm the appropriate next step.