Warranty
Everything we sell is covered against manufacturing faults from the day it arrives. You do not need to register anything.
What is covered, and for how long
Frames and hardware — 5 years. Welds, joints, hinges, latches, legs, wheels, tubing and timber frames. If a structural part fails in normal use, that is ours.
Covers, foam, fabric and mesh — 1 year. Zips, seams, waterproof membranes, mesh decks, harness webbing and foam cores. These are the parts that genuinely wear, so the term is shorter and honest rather than generous and meaningless.
The cover runs from the day it is delivered, not the day it is ordered, and it applies to the original buyer.
What is not covered
- Chewing, clawing and scratching. A dog who destroys a crate liner has not found a manufacturing fault.
- Anything loaded beyond the weight limit stated on its product page.
- Damage from misuse, modification, or leaving outdoor furniture standing in water through a winter.
- Normal wear. Sisal fraying is the post doing the job it was bought for. Carpet treads mat down. Fabric fades in sun.
- Assembly damage from skipped steps — though talk to us anyway, because we would usually rather send a part than argue about it.
How to claim
Email support@viorn.com with your order number and a photograph of the problem. A person reads it, usually within twelve hours.
Depending on what has failed we will send a replacement part, repair it, or replace the piece. Where a part will fix it, we send the part — it is faster for you and it keeps a working item out of landfill. We cover shipping on anything we send under warranty.
This is separate from returns
If the thing is fine but it is not right for you, that is a return, not a warranty claim — 30 days, unused and in its packaging, no restocking fee. See our refund policy.
If it arrived damaged or we sent the wrong item, do not wait on the warranty process. Email us and we pay the return shipping.