Service, Warranty and Order Support
Every order carries a 12-month structural warranty against joint failure and frame defects from the date of shipment. Defects verified above AQL 2.5 major / 4.0 minor are replaced in your next production run or credited against it. Spare parts ship free of freight with a following order, and repeat orders on an approved design skip sampling entirely.
These are trade terms. We do not operate a consumer returns policy because we do not sell to consumers — your own returns policy is yours to set, and we supply the spare parts that keep it cheap.
What support covers
During production
Progress photographs at cutting, assembly and finishing on request, plus notice of any material substitution before it happens. If a delay is going to occur you hear it when we know it, not on the shipping date.
Before shipment
100% final inspection plus AQL 2.5 / 4.0 sampling on packed cartons. Loading photographs are issued before the container seals, and third-party inspection can be booked at any stage.
Documentation
Packing list, commercial invoice, bill of lading, certificate of origin and any test reports, issued in your company name. Carton labels identify the production batch, which is what makes a defect claim traceable later.
Spare parts
Hardware kits, replacement cushion covers and individual wooden components are quoted as line items and can ship with your next order at no freight cost. Most warranty issues are resolved with a part, not a whole unit.
Warranty terms
| Item | Position |
|---|---|
| Period | 12 months from date of shipment |
| Joint or frame failure | Covered |
| Finish adhesion failure | Covered |
| Hardware failure | Covered |
| Missing hardware in fitting bag | Covered — parts sent immediately |
| Natural grain and colour variation | Not a defect — range fixed by the signed golden sample |
| Animal damage (chewing, scratching) | Not covered |
| Water or humidity damage after delivery | Not covered |
| Incorrect assembly | Not covered — parts available at cost |
| Remedy | Replacement in the next production run, or credit |
How to raise a claim
-
Photograph the defect and the carton labelSame day
The carton label identifies the production batch, the line and the inspector. Without it a claim cannot be traced and both sides end up guessing.
-
Send the quantity affected against the quantity receivedSame day
The defect rate is what determines the remedy, not the absolute number. Ten units out of 100 and ten out of 1,000 are different problems.
-
Assessment2-3 working days
We check the retained golden sample and the batch inspection record, and come back with a position — including where the failure was ours.
-
Remedy and root causeNext production run
Replacement or credit, plus the checklist change that stops it recurring. The second one matters more to a repeat buyer than the first.
Send claims to sales@catfurniturehome.com or WhatsApp.
Support questions
What warranty do you give?
12-month structural warranty against joint failure and frame defects, from the date of shipment. It covers manufacturing defects — joint failure, frame cracking, finish adhesion failure, hardware failure. It does not cover animal damage, water damage, or units assembled incorrectly.
What happens if a shipment has defects?
Send photographs and the carton labels. The labels identify the production batch and the inspector, which makes the claim traceable. Defects verified above the agreed AQL (2.5 major / 4.0 minor) are replaced in your next production run or credited against it, and the root cause is added to the IQC or IPQC checklist so the failure does not repeat.
Do you supply spare parts?
Yes — hardware kits, cushion covers and individual wooden components. Ordering spares with your next production run costs you the parts only, since they travel in the same container. Ordering them standalone means courier freight, which frequently costs more than the parts.
Can I get replacement hardware bags for retail returns?
Yes, and most retailers should carry a small stock of them. A missing screw is the single most common reason a customer returns a knock-down unit, and a $0.30 bag posted to the customer resolves what would otherwise be a full return.
Do you provide assembly instructions we can brand?
Yes. Manuals are drawn from the production CAD, supplied in any language, and can carry your artwork. If you have no artwork we draw it and send it for approval before printing.
How do I reorder a design I bought before?
Quote the design name or your previous PO number. The approved golden sample and signed colour drawdown stay at the factory, so a repeat order skips sampling entirely — confirm quantity, pay the deposit, and production runs approx. 30-45 days.
Who do I contact after the order ships?
Tira Chan, Export Sales Manager, on sales@catfurniturehome.com or WhatsApp +86 158 2066 9823. Mon-Sat, 09:00-18:00 China Standard Time (UTC+8). The same person who quoted your order handles it afterwards.
Where to go next
CatFurnitureHome production team — Tira Chan, Export Sales Manager, with the workshop supervisors in Lecong Town, Shunde District, Foshan. Last reviewed 2026-09-03. Figures on this page are indicative for standard specifications; confirmed values are issued with your quotation.
Reordering, or raising an issue?
Quote the design name or your previous PO number and it goes straight to the person who handled the original order.