Warranty & Product Care

Designed to be enjoyed for years to come

At Candour, we believe outdoor furniture should feel as considered and refined as the spaces it lives in. Every collection is carefully selected with a focus on craftsmanship, comfort, durability, and timeless design — using premium materials chosen to perform beautifully season after season.

We work closely with our manufacturing partners to ensure each piece meets the standards we expect from the Candour name. From material finishes and structural integrity through to comfort and practicality, every detail matters.

While we are proud of the quality of our collections, we also understand that, on occasion, issues can arise. Should that happen, our team is committed to resolving matters fairly, efficiently, and with the level of service you would expect from Candour.

The information below outlines our warranty terms and what is covered under our product guarantee.

Keeping Your Order Details

To help us assist you as quickly as possible, we recommend keeping a copy of your order confirmation or receipt for future reference.

For warranty enquiries, we may also request photographs or videos of the issue to help our team assess the product and provide the most suitable resolution.

Our Warranty Promise

In the unlikely event that a manufacturing issue occurs, Candour reserves the right to:

  • Inspect the issue through photographs or video provided by the customer.
  • Offer replacement parts or repairs where appropriate before considering a full product replacement.
  • Provide an equivalent alternative product if the original item or collection has been discontinued.
  • Offer a partial refund where replacement is not possible, calculated proportionally against the remaining warranty period.

Where less than 12 months remain within the warranty term, Candour may offer a repair, replacement component, or partial refund at our discretion.

To ensure claims are assessed fairly, we may ask questions regarding the product’s use, environment, maintenance, and assembly.

Warranty Eligibility

Unless otherwise stated:

  • Warranty coverage begins from the original delivery date.
  • Warranties apply to the original purchaser only and are non-transferable.
  • Warranty coverage applies to residential use only.
  • Complimentary items, promotional products, and free accessories are excluded from warranty coverage.
  • International orders may be subject to alternative warranty terms depending on destination and logistics limitations.
What Our Warranty Doesn't Cover

Our warranty does not extend to:

  • Natural ageing and general wear associated with outdoor furniture use, including minor fading, weathering, surface marks, or cosmetic imperfections developed over time.
  • Damage caused by incorrect assembly, misuse, neglect, improper storage, or failure to follow care guidance.
  • Accidental damage, impact damage, or damage caused by extreme weather conditions, storms, flooding, or other environmental factors beyond normal residential use.
  • Products that have been modified, altered, repaired, or treated by third parties without prior approval from Candour.
  • Glass breakage, scratches, chips, or accidental cracking.
  • Cushion fillings, zip components, or soft furnishings subject to natural compression and wear through use.
  • Minor variations in colour, texture, weave, or finish that occur naturally between batches and materials.
  • Heat-related damage caused by external heat sources, reflective surfaces, fire pits, barbecues, or prolonged concentrated sunlight.
  • Ex-display, clearance, or sold-as-seen items where defects were disclosed prior to purchase.
  • Labour costs or third-party assembly/disassembly charges associated with warranty claims.
A Note on Outdoor Materials

Many of the materials used within our collections are chosen specifically for their natural character and outdoor suitability. As such, subtle movement, softening, weathering, or tonal variation can occur over time and should be considered part of the product’s natural ageing process rather than a fault.

We always recommend the use of protective covers, appropriate seasonal storage where possible, and adherence to our care guidance to maximise the longevity and appearance of your furniture.

Making a Claim

If you believe your product has developed a manufacturing fault, our team will be happy to assist.

Please contact us with:

  • Your order number
  • Photographs or videos of the issue
  • A brief description of the problem

Our team will review the information and advise on the next steps as promptly as possible.