Warranty and Claims – Kaluste Duo

Kaluste Duo offers its customers high-quality furniture with a long lifespan and manufacturer-provided warranties. On this page, we clearly explain what the warranty covers, what constitutes normal use and wear and tear, and how claims are handled.

 

1. Furniture Warranty

Sofas and beds come with a 2–20 year warranty, depending on the manufacturer and model, 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 is 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 natural changes occur over time. These are not defects and are not covered by the warranty.

Normal settling of cushions (10–15%)

The normal softening or "settling" of foam fillings means a decrease in the density of new cushioning by approximately 10–15 percent during the first months of use. This is a completely normal physical process where the cellular structure of the foam adapts to pressure, and it does not indicate a product defect.

Natural loosening of fabric

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

Flexibility of seat cushions

In soft sofas designed for comfort, the flexibility of the seat cushions is a characteristic of the product.

Minor indentations and shaping

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

 

3. Handling of Claims

Claims should be made using the claims form. Claims are always handled on a case-by-case basis. To assess the situation, we need:

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

Burden of proof

According to the Consumer Protection Act, the customer bears the burden of proof that the product is defective.

Kaluste Duo always assesses claims based on the submitted material.

Comparison with store model

We also assess claims by comparing the product to the model in the store.

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

 

4. When is a product not defective?

A product is not defective when:

• the cushions have settled normally

• the fabric has loosened with use

• the seat cushions flex according to the characteristics of the soft filling

• the product's structure is intact

• the suspension functions normally

• the store model matches the customer's product

• the claim material does not indicate an exceptional defect

 

6. Summary

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

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

If necessary, we are prepared to offer customer-friendly solutions, even if no defect has been found.