Defects & Repairs Policy

REKLINE DEFECTS, REPAIRS & REPLACEMENTS MASTER POLICY

Applies To: All REKLINE-branded sofas, chairs, smart recliners, and home seating systems sold online or in-store.

✅ OUR COMMITMENT TO YOU

At REKLINE, we build every product with care and precision. Over 100 mechanical and smart parts are involved in a single recliner, and every item undergoes triple quality control before dispatch. In rare cases, issues may arise, and we are committed to resolving genuine concerns fairly, thoroughly, and in line with UK consumer law.

However, we do not tolerate misuse, exaggeration, false claims, or return exploitation. This policy protects both you and us.

⚠️ REPORTING A DEFECT

You MUST:

  • Report visible or transit-related damage within 24 hours of delivery
  • Note any damage to the driver if present
  • Provide clear photos and videos showing:
    • Full product
    • Close-up of affected area
    • Any packaging damage
    • Setup/environment if relevant
  • Include a 60-second video with voiceover explaining the issue
  • Email evidence to: support@rekline.co.uk

Failure to report within the timeframe or provide valid evidence will void your right to repair or replacement.

🔧 REPAIR-FIRST POLICY (AS REQUIRED BY UK LAW)

  • REKLINE is legally entitled to attempt repair first before considering any refund.
  • We will always prioritise repair where safe and reasonable.
  • A technician or replacement parts will be dispatched as needed.
  • Only if repair is impossible, unsafe, or unreasonably delayed will a replacement be considered.
  • Refunds are a last resort, not an entitlement.

Note: Cosmetic issues or smart part replacements do not qualify for full refunds.

🛠️ TYPES OF REPAIRS & ACTIONS

Depending on the issue and warranty status, REKLINE may:

  • Send a part with remote support (DIY fix)
  • Send a technician (direct or via third-party)
  • Offer partial refund or compensation for minor faults
  • Provide replacement components (e.g., motor, cupholder)
  • Arrange a full product swap if irreparable

All repairs are logged and photographed for warranty compliance.

❌ CLAIM REJECTION & MISUSE EXCLUSIONS

Claims may be denied if caused by:

  • Misuse, overloading, spills, or unauthorised modifications
  • Evidence of physical force or neglect
  • Electrical surge, overloaded sockets, tripped circuits
  • Failure to follow care or safety policy
  • Fabric/leather damage from sunlight, pets, moisture, or chemicals
  • Overweight use (seat max: 120kg per user)
  • Children jumping, leaning, or sharing one seat
  • Forcing footrests or headrests manually

All claims undergo photographic, video, and forensic inspection. False claims will be referred to our legal team.

🚶 POST-REPAIR RETURN OR REFUND REQUESTS

  • If REKLINE successfully repairs or replaces a part, the case is considered resolved.
  • You cannot later request a refund on the repaired product.
  • The item is considered functional and accepted.

All resolutions are logged and emailed to the customer.

❗ SERIAL ABUSE, FALSE CLAIMS & RIGHT TO REJECT MISUSE

We track all repair, defect, and refund activity. Patterns of abuse will result in:

  • Permanent blacklist from future warranty support
  • Referral to internal fraud and legal recovery teams
  • Civil recovery action under the Fraud Act 2006

🔒 CUSTOMER DUTIES & LIABILITY

By using this policy, you agree to:

  • Cooperate fully with repair instructions
  • Provide honest, timely information and access
  • Not make public defamatory claims before resolution is offered
  • Maintain the product with proper care
  • Ensure power, flooring, clearance, weight limits, and socket safety

Failure to meet these duties may void your right to future claims.

🌐 WARRANTY LIMITATIONS

Our warranty covers structural, mechanical, and electrical faults under normal use. It does not cover:

  • Accidental damage or user-inflicted faults
  • Wear and tear, scuffs, scratches, or fraying
  • Smart parts (e.g., speakers, USBs, LEDs) after 6 months
  • Fabric or leather deterioration due to misuse or environment

Refer to our full Warranty & Repairs Policy for details.

📑 LEGAL

This document forms part of our Terms & Conditions of Sale. We reserve the right to update it to comply with UK law or protect our business.

This policy works alongside:

  • Sofa Care & Cleaning Policy
  • Smart Recliner Use & Safety Policy
  • Warranty Terms
  • Returns, Refunds & Right to Rejection Policy
  • Chargeback & False Claim Protection Policy

Contact: support@rekline.co.uk | www.rekline.co.uk

This policy protects you when there is a genuine issue. It protects us when there isn’t. Work with us, and we’ll work with you.