Selected Hale & Hale products include a manufacturer warranty of up to five years. The applicable period and warranty provider can vary by product, so always check the product description, order confirmation and any warranty information supplied with the item.
A manufacturer warranty provides additional protection and does not affect your statutory rights.
Is my product covered?
Look for the warranty term in the product description or documentation supplied with the product. The phrase up to five years describes the longest manufacturer-warranty period currently evidenced in the Hale & Hale catalog; it does not mean every product automatically has the same cover.
- Eligible product: the product page or supplied documentation states that a manufacturer warranty applies.
- Warranty period: the stated period begins according to the product-specific warranty terms.
- Warranty provider: the provider and territorial scope are those named in the product-specific warranty documentation.
If no warranty term is shown and it is important to your purchase, please contact us before ordering.
What a manufacturer warranty means
A manufacturer warranty is a product-specific promise from the named warranty provider. Its written terms determine the duration, territorial scope, circumstances covered and the remedy available. Depending on those terms and the issue found, the next step may involve further assessment, a replacement component, repair or another appropriate resolution.
Warranty cover is separate from a change-of-mind return. For return eligibility and instructions, see our Refund Policy.
How to report a possible fault
- Stop using the product if it appears unsafe.
- Record the issue: take clear photographs or a short video showing the product and the affected area.
- Gather the purchase details: have the order number, purchaser name, delivery address, product title and delivery date ready.
- Contact Hale & Hale: use our Contact page and describe when the issue started and how the product has been used.
- Keep the item and components: do not discard or alter the affected part while the report is being assessed.
Information that helps us assess an issue
- Your order number and proof of purchase.
- The product name, size, colour and any storage or headboard configuration.
- Clear images of the whole product and close-ups of the reported issue.
- A description of assembly, care and the circumstances in which the issue appeared.
- Any model, batch, SKU or care label attached to the product.
Assessment and next steps
We will review the information supplied against the product-specific warranty terms and may ask for additional evidence or an inspection. Please allow the assessment to be completed before arranging an independent repair or modification, because an alteration can make it harder to identify the original issue.
The appropriate resolution depends on the written warranty, the nature of the issue and your legal rights. Reporting an issue does not automatically guarantee a particular remedy before assessment.
Looking after your product
Follow the assembly, care and safe-use instructions supplied with the product. Use the correct mattress size and observe any stated mattress-weight or storage-mechanism limits. Periodically check accessible fixings, lift furniture rather than dragging it, and do not modify structural components.
If instructions are missing or you are unsure how to use or maintain the product safely, please ask us for guidance.
Your statutory rights
A manufacturer warranty does not replace or reduce your statutory rights. UK consumer law requires goods to be as described, of satisfactory quality and fit for purpose. Rights and remedies under consumer law may apply independently of the duration or terms of a manufacturer warranty.
Important scope note
The page title says up to five years because warranty duration and provider can vary across the catalog. The written information for the product you purchased takes precedence over this general guide. Keep your order confirmation and any warranty document for future reference.
Need to make a warranty enquiry?
Contact Hale & Hale with the order and product information listed above. We will help identify the applicable terms and the next assessment step.