Claims Procedures:

For a successful claim to be submitted and accepted, first make sure that you have followed all FEYDOM instructions for sales, transport and assembly, as well as maintenance and cleaning. According to the legislation in force in the EU, customers must receive assembly and maintenance and cleaning instructions from the seller upon delivery. If incorrect information or incomplete information is communicated to the end customer, or the customer has not received this information and a complaint arises for this reason, FEYDOM is not obliged to pay the costs of such a complaint.

It is recommended that you check, count and photograph all product items upon arrival and collection of the ordered products to ensure that nothing is missing or damaged. It is imperative that missing products and obvious defects that occur during transport from the distribution center in Slovenia to the logistics center or the end customer are entered and recorded immediately on the spot on the delivery note and CMR, because otherwise we cannot assert a claim and your claim will automatically rejected. The claim may be rejected if the required documentation and data were not submitted, if packaging damage was not reported, or if the product was damaged outside of the manufacturing process (e.g. during transport or use at the customer's place and upon delivery).

INSTRUCTION OF submitting a complaint:

- Enter the subject in the SUBJECT line (e.g.: wrong color...)

- In the DESCRIPTION line, enter the BUYER'S NAME AND SURNAME OR ORDER NUMBER (by which we/you will be able to track individual complaints), PURCHASE ORDER NUMBER (on which purchase order this order was placed - that means the number the order got after you inserted it into system), SERIAL NUMBER of the product (the customer can find it on the product, or you can see it at any time on the delivery note), the MODEL of the sofa that the buyer bought, ELEMENT of the sofa, MATERIAL and COLOR  of the claimed product and information on whether it has removable covers or not.

Attach at least 2 pictures from which it is CLEARLY OBVIOUS what the defect is and on which element it is present.

One picture should show the entire sofa, and the other (or more pictures) should show the error.

You can also attach videos from which errors and / or models / elements are visible.

*I you wish that the claim is sent directly to the customer via DPD, you also have to enter the customer: Name and Surname, Full adress ( Street, Street number, ZIP code, City, Country, E-mail, and mobile number). *Please note, that DPD does not enable us to send packages that have incomplete informations about contact numbers, mails or address itself). Packages that have not been picked up by the customer are returned to our warehouse in Slovenia. FEYDOM takes over the costs for complaints sent this way only for the first attempt to deliver the package to the customer. If the package is returned because the buyer did not pick it up due to lack of notification or insufficient shipping information and if the package was sent to the wrong address by the instructions of the seller, the seller who submitted the complaint will be charged and FEYDOM will not pay such additional costs. In accordance with the business policy of the DPD service, the customer can also decide to pick up the package at other addresses or at parcel machines. The customer can do this themselves on the DPD website with the tracking number of the package.

*Complaints, for products that were purchased before the introduction of serial numbers (before 1.1.2023), please enter the pallet number and the exact date of receipt of the goods (in your HUB). These two pieces of information are essential for the successful handling of the claimed product.

*Complaints submitted with incomplete or incorrect information will be automatically rejected and you will have to enter them again when you have obtained complete information that will contain all data and image / video material.

FEYDOM Procedure after submitting a complaint:

FEYDOM will evaluate the problem and determine whether it is a defect or normal wear and tear, taking into account the reasonableness of the request.

FEYDOM will determine the most appropriate solution, which may be repair, replacement or refund.

FEYDOM repairs or replaces products within a reasonable time, in accordance with the warranty policy, as long as the complaint is justified and submitted with complete information.

The claim may be terminated if the customer accepts the proposed solution, does not respond within 30 days, or continuously rejects a valid offer without valid reasons.

The warranty offered by FEYDOM covers various aspects of the products. Here is the basic breakdown of warranty coverage (for products purchased after 23.3.2023 - PLEASE NOTE THAT FOR products purchased BEFORE 23.3.2023 valid warranty is a period of 2 years - for all parts of the purchased product:

Manufacturing defects on the internal wooden structure:

Warranty period: 5 years

Covers: internal wood structure, pocket springs, foam, seams (except covers or fabric), cushions (except covers or fabric)

Conditions: Failure must not be the result of abnormal use, improper use or intentional damage.

Removable covers and fabric:

Warranty period: 2 years

Items Covered: Covers and/or Fabrics

Conditions: The defect must not be due to normal wear and tear or the natural characteristics of the material used.

All other parts:

Warranty period: 2 years

Items covered: Fabrics, covers (except zips), seat cushions, seat suspension systems, sewing and undercovers

Terms: The warranty covers manufacturing defects only and does not cover normal wear and tear, natural features of the items, or items that have been abused or mishandled.

Zippers:

Zippers are not covered by warranty. It is recommended not to remove the clips on a regular basis as the zippers break easily if not handled properly.