Warranty
At UrbanXscapes, we take immense pride in the quality and durability of our outdoor furniture and accessories. Our commitment to excellence allows us to offer extensive warranties across our product ranges. However, due to the variety of items we provide, warranty coverage may vary depending on the specific product.
Contact Us
If you have any questions about your warranty or need assistance with a product issue, please reach out to our customer support team. We’re here to help!
Our Commitment to You
At UrbanXscapes, we craft our products with passion and precision selecting premium materials and maintaining close communication with our manufacturers, we ensure that every item meets our high standards. Our goal is to deliver durable, functional and aesthetically pleasing products that enhance your outdoor spaces.
While we strive for perfection, we acknowledge that issues may occasionally arise. In such cases, we stand by our products and have implemented a clear, fair warranty policy to protect your rights as a valued customer.
For your reference, you’ll find our warranty terms outlined in straightforward language below.
Helpful Tips
To make the warranty process as smooth as possible, we recommend keeping your purchase receipt or order confirmation email. This will help us locate your order details quickly, particularly if the item was purchased through a third-party retailer.
Warranty Terms & Conditions
- Proof of Issue: UrbanXscapes may request photos or videos of the product to assess the issue and determine the appropriate course of action.
- Repair First Approach: Where feasible, we will offer to repair an item before considering a replacement.
- Discontinued Items: If an exact replacement is unavailable due to discontinuation, we may offer a comparable alternative or a partial refund based on the remaining warranty period.
- Product Use Evaluation: We reserve the right to inquire about product usage and any damage sustained to determine whether the issue stems from a manufacturing defect.
- Coverage Area & Eligibility: Our warranties are valid for purchases made within mainland Scotland and apply exclusively to the original purchaser. Items sold or transferred to third parties are not covered. Warranties do not cover items intended for commercial use or any complimentary gifts included with a purchase.
- Force Majeure Exclusion: Damage caused by extreme weather conditions or natural disasters is not covered under warranty.
Exclusions – What Our Warranty Does Not Cover
- Self-Repairs & Modifications: Any alterations, adaptations, or repairs made to the product by the customer.
- Accidental Damage & Neglect: Damage resulting from improper use, lack of maintenance, or failure to follow care instructions. In such cases, we may offer repair or replacement options at an additional cost.
- Wear & Tear: Normal aging signs such as scratches, dents, or minor scuffs.
- Glass Breakage: Any accidental damage causing glass components to crack or shatter.
- Cushion Components: Zippers, cushion filling, and general cushion wear are not covered.
- Material Discoloration: Changes in the appearance of suction pieces or minor weathering effects.
- Rattan Behavior:
- Natural sagging of rattan in warm weather, which typically reverts to normal as temperatures cool.
- Melting of rattan due to exposure to extreme heat or magnified sunlight. To prevent this, we recommend using coasters for glassware on rattan tables.
- Aesthetic Additions: Minor cosmetic elements that do not impact structural integrity, such as minor framework flaking or small imperfections in underlying materials.
- Staples in Rattan Products: Exposed staples due to user activity (e.g., foot pressure) can usually be repositioned and are not covered under warranty.
- Ex-Display Items: Products sold “as-is” from showroom displays.
- Complimentary Accessories: Any free covers or additional items included as promotional gifts.
At UrbanXscapes, our priority is to ensure you enjoy your outdoor furniture for years to come. If you experience an issue with your product, please don’t hesitate to contact our support team for guidance on next steps.
Product Specific Warranty Details
Rattan Garden Furniture
Garden furniture
Our Classic flat weave collection is covered by a 2-year warranty that covers structural damage, rust and fading.
The Heritage (other than our slate grey colour which has a 2-year warranty) and Oyster ranges are covered by a 3-year warranty that covers structural damage, rust and fading.
The staples, glass, suction rings, feet, cushions and reclining mechanism are all covered by a 1-year warranty.
Our rattan hanging pods are covered by a 1-year warranty.
The following is covered by these warranty periods:
• Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product. If the damage occurs within the warranty period, then the item will be replaced/repaired.
• Our rattan shouldn’t crack or split due to its treatment, but if it does so during the warranty then it is covered under warranty.
Storage boxes
• Storage Box Protective Cover: 1-year Warranty
• Storage Box Toggles: 1-year Warranty
• Storage Box Hydraulic Mechanism: 1-year Warranty
• Storage Box Liner: 1-year Warranty
Our storage boxes are not fully weatherproof and so any goods stored inside will not be covered under warranty for water damage. However, structural damage to the box itself, including cracked lids, and stained rattan that cannot be removed with soapy water will be covered.
Glass will not be covered by accidental damage such as dropping the glass or dropping something onto the glass that causes chips/cracks. On the rare instance that the glass overheats and shatters, we will replace the glass as long as this is within the 1-year warranty period, though we recommend ensuring the glass is kept under shade in extreme temperatures.
Aluminium Garden Furniture
Garden furniture
Our aluminium garden furniture is covered by a 2-year warranty. It’s finished with AkzoNobel powder-coating which is an industry-leading powder-coating technology.
Our cast aluminium collection is covered by a 5-year warranty.
The glass, suction rings, feet, cushions, and reclining mechanisms are covered by a 1-year warranty.
The following is covered by these warranty periods:
• Structural damage coverage is the same as above and does not cover scratches or flaking. If, in rare instances, this does occur White Stores will provide touch-up paint for this, where possible.
Storage boxes
• Storage Box Protective Cover: 1-year Warranty
• Storage Box Toggles: 1-year Warranty
• Storage Box Hydraulic Mechanism: 1-year Warranty
• Storage Box Liner: 1-year Warranty
Our storage boxes are not fully weatherproof and so any goods stored inside will not be covered under warranty for water damage. However, structural damage to the box itself, including cracked lids, and stained rattan that cannot be removed with soapy water will be covered.
Glass will not be covered by accidental damage such as dropping the glass or dropping something onto the glass that causes chips/cracks. On the rare instance that the glass overheats and shatters, we will replace the glass as long as this is within the 1-year warranty period, though we recommend ensuring the glass is kept under shade in extreme temperatures.
Fabric
Our Fabrix collections are covered by a 5-year warranty period. To offer fabric furniture more longevity, it may require treatment after a few years to improve resistance.
The following details what is covered under warranty and any exclusions:
• Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product.
• While these collections have stain-resistant qualities, that should prevent lasting stains if cleaned correctly, the fabric is not covered for dirt or stains unless the item has arrived damaged. (Please note that some stains such as grease may be harder to remove if not dealt with immediately and damage caused by using incorrect cleaning methods/materials will not be covered).
• The warranty protects the consumer against colour fading to the fabric.
Parasols
All of our parasols are classed as accessories and are covered by a 1-year warranty period. The following details what is covered under warranty and any exclusions:
• Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product, an example of misuse not covered is the overwinding or overtightening of the crank handle. If the damage occurs within the warranty period, then the item will be replaced/repaired.
• Rust, fade, and discolouration which occur during the warranty period will be covered if evidence can be provided. If the crank handle is to snap, this is covered under the warranty – where possible we will replace the handle itself rather than the whole parasol unless this is a fixed part which requires a whole parasol replacement.
• Any LED Lights and battery packs included will be covered by the warranty period.
• Damage to parasols including bending and damage from high winds is not covered. Rips, tears and fading is also not included in the warranty. We always recommend that your parasols are used in conjunction with a suitable base and never used in windy conditions.
Covers
All of our covers, unless included as a free item with another purchase, are covered by a 1-year warranty period. The following is covered within this guarantee:
• Covers that rip at the seams will be covered by the warranty period. However, covers ripped through force or cut by scissors will not be replaced.
• Covers may endure some fading when exposed to direct sunlight, colour fading is not covered by warranty.
• Please note, our covers are not intended to be used on Polywood tables and any staining that occurs on these products due to using with a cover, will not be replaced under warranty. In the same way, our covers should not be left on aluminium furniture in high temperatures and any damage that occurs to either furniture or cover in this instance will not be covered under warranty.
• No garden furniture cushions should be left under our covers at any time, any damage such as mould or mildew that appears on cushions left under our covers will not be covered under warranty.
Pergolas
Our Urban-X pergolas range is covered by a 5-year warranty period that covers structural damage and rusting.
Our Urban pergola range is covered by a 3-year warranty period that covers structural damage.
The following is covered by these warranty periods and the below exclusions apply:
• The warranty will cover any material defects or structural damage noticed upon arrival, damage from product misuse will not be covered.
• Natural wear and tear won’t be covered and nor will defects or damage caused by improper use or extreme weather conditions such as high winds or storms.
• The pergolas should be secured to the ground properly as per our instructions and care guides, otherwise, they will not be covered by warranty. Likewise, any adaptations to the product that result in it not performing correctly will not be covered by warranty.
Garden Furniture Cushions
All garden furniture cushions are protected by a 1-year warranty period. The following details what is covered under warranty and any exclusions:
• All cushions for garden furniture sets should be stored indoors when not in use unless it is directly stated that the specific cushions can be left outside. Even when covers are used to protect furniture, cushions should be stored inside.
• Cushions will not be covered by accidental damages such as spills and stains.
