Our Guarantee

Here at Aluxo, we want more people to be able to have luxurious, well-made, fashionable furniture in their home. So, we partner with only chosen manufacturers to make sure our trend-led pieces are both affordable and built to last. We only commission items we have total confidence in, and therefore are proud to provide our customers with a free 5 Year Guarantee when you purchase a new product from our ranges of sofas, dining furniture, occasional furniture and home accessories. 

Our Guarantee is that we will repair or replace any part of a defective applicable product due to faulty materials free of charge within the relevant guarantee period, even if any manufacturer’s guarantee has expired. We offer the 5 Year Guarantees to all customers purchasing a qualifying product who are resident in, and have had the product delivered to an address, in Great Britain. The Guarantee does not apply when the product(s) are taken outside of Great Britain.

The Guarantees are non-transferable and only apply to the original purchaser

When your delivery arrives, please check everything carefully and contact our customer services team on hello@aluxo.co.uk as soon as possible to let us know if there are any issues.

There are some important additional conditions and exclusions to the guarantee which are set out below.

Our 5 year guarantee does not cover the following issues,

• Damage through misuse, abuse or deliberate/wilful damage.
• Accidental damage or damage through negligence by you or any third party
• Product that has been assembled or stored incorrectly (e.g. damp or in direct sunlight).
• The cracking of wood due to extreme changes in room humidity or direct heat source (such as air conditioning and radiators)
• Normal wear and tear including staining, excessive soiling, interior settlement and flattening.
• Dye transfer from non-colourfast plastics, fabrics and clothing (including denims and throws) damage or delamination through contact with chemical products, or other cosmetic applications such as tanning lotions.
• Damage through failure to follow the instructions contained in our care guide or any instructions (including, but not limited to, any manufacturing instructions) given with the product on delivery.
• Any item where alteration or repairs have been carried out, except by us.
• Failure to follow the terms of these guarantees. In particular, proof of purchase of the product in question is the responsibility of the customer, and needs to be provided by the customer (see How to make a Claim below)
• Items purchased as ‘Clearance’ or ‘Ex-display’ as stated above.
• These guarantees only apply to transactions with consumers. These guarantees do not apply in any commercial, business or re-sale purpose, and we have no liability to you for any consequential loss, loss of profit, loss of business, business interruption, or loss of business opportunity. Our liability is limited to the order value at the time of purchase.

This 5 Year Guarantee is not provided with any products purchased that are classified as ‘Clearance’ or ‘Ex-display’ from our website at the time of purchase, however you may still be covered by any guarantee provided by the manufacturer.

If you want to make a claim on the 5 year guarantee,

• Contact our customer service team on hello@aluxo.co.uk quoting your order / reference number.
• We may ask you to send us some photographs of the issue so we can assess the possible problem.
• We reserve the right to send an inspector from an independent company to inspect the product and the nature of the complaint. We will abide by the decision of the inspector.
• If your complaint is raised within the first six months, then we will bear the cost of any inspection if required. After this time, you can either arrange your own inspection or you may use the independent companies we use for a fee of (£60). If the inspection confirms that the claim is valid then any inspection fee paid will be refunded to you.
• Where a repair or replacement is possible then we will do so at our discretion.
• We’ll try our best to exactly match fabrics when repairing any part of a sofa or dining chair. 
• If repair or replacement is not possible we’ll offer you the chance to pick an equivalent product. If this is more expensive you’ll need to make up the difference. If it’s cheaper, we’ll give you a refund of the difference.
• Should we repair or replace your product under any of our guarantees, then the repaired or replaced product will not have a new guarantee in itself but will instead enjoy the benefit of the remaining term of any original guarantee.

These guarantees are offered by Aluxo Ltd, registered at 32 Albury Drive, Rochdale, England, OL12 7SX

The guarantees are in addition to your statutory rights (under the Consumer Rights Act) which are not affected by these guarantees. Further advice in relation to your statutory rights is available from your local Trading Standards Office or Citizens Advice Bureau.

Aluxo has the sole discretion to decide whether to repair or replace the product in question and/or to reimburse the customer as set out above. Aluxo also reserves the right to amend or withdraw either or both of these guarantees at any time although for the avoidance of doubt any guarantees that are in existence at such a time will be honoured.

You may be entitled to refer your complaint to The Furniture and Home Improvement Ombudsman, and we are bound to follow any decision that they make. To find out more about The Furniture and Home Improvement Ombudsman and how you might be able to use their dispute resolution service visit fhio.org or telephone 0333 241 3209.