Sofee Warranty

Sofee Play Products Warranty Summary:

At Sofee HQ, we know we have built a product to last. However, from time to time, we also know that a product may need to be repaired or replaced. Sofee is committed to providing ethically and environmentally sustainable products and services. If you have a manufacturing defect within the warranty timeline, we will repair the item in the first instance and replace it if the repair is unsuitable.

Warranty Timeline:

Our foam products are covered by a twelve (12) month limited warranty and our fabric covers are covered by a six (6) month limited warranty.

This means that your products will either be repaired or replaced within the above timelines if they encounter a defect.

If your product arrived damaged or was the incorrect order, you must submit a claim within 48-hours.

How to Submit a Warranty Claim?

In order to submit a claim, please email emily@mysofee.com and including the following information.

  1. Order Number / Proof of Purchase from mysofee.com
  2. Product Type i.e. Play Sofa, Wedges or Covers etc.
  3. Batch Date (look at the ‘legal’ tag sewn into the fabric covers).
  4. Colour of product cover if applicable.
  5. Photos of the issue (include 2-3 high-quality photos).
  6. Description of the issue. Indicate which product it is affecting i.e. base, topper or wedges.
  7. Shipping: How did you receive your items? (i.e. Sofee courier or third-party courier).

I will then email you with next step instructions.

Replacement Items:

If we need to replace an item, we will only replace the item affected. In most cases, we will need the defective item returned so we can examine the issue. This will help us establish the problem, improve the product long-term &/or speak to our suppliers/manufacturers.

Timeline:

If we can repair your item, it is normally a 1-2 week process. This depends how long it takes the item to ship back and forth, and also the availability of our repair team and materials required. The process is normally quite straightforward.

If we need to replace your item and the product is in stock it is normally a 1-2 week process as described above. As we work with UK suppliers and manufacturers, if the item is not in stock, we can order a replacement product without the hassle of long shipping delays. Please note, you may still have to wait for replacement items if the item is not in stock. However, you will be informed of the likely timeline of the replacement.

Who Can Submit a Claim?

Anyone that has purchased an item from mysofee.com or via invoice from Sofee can submit a claim within the timelines above.

If you did not purchase the item, the person that did, must make the claim. If you purchased from a retailer, you will need to contact the retailer for their policy.

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FULL WARRANTY:

SOFEE FABRIC PRODUCTS LIMITED WARRANTY

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS AVAILABLE TO YOU AS CONSUMER.

A. PRODUCTS COVERED BY THIS LIMITED WARRANTY

This limited warranty extends to the fabric used for the Sofee Play Sofa including the base, topper and wedges (collectively, the “Sofee Goods”) sold by Sofee and purchased directly from www.mysofee.com or via invoice from Sofee. The Sofee Fabric Goods are designed to be used exclusively indoors and intended for lounging and reasonable play purposes only. This Warranty does not cover your Sofee Fabric Goods if you use it in a manner incompatible with that intended design and function. Certain exclusions apply, as further described in this limited warranty.

B. WHO THIS WARRANTY EXTENDS TO

This limited warranty extends only to the original purchaser of any Sofee Fabric Goods. The “original purchaser,” for the purposes of this limited warranty, is the first purchaser of the Sofee Fabric Goods purchased directly from www.mysofee.com or via invoice from Sofee. All Sofee warranties, including any implied warranties, are valid only for the period of time the Sofee Fabric Goods are exclusively owned and used by the original purchaser. This limited warranty does not extend to any purchaser who used a third-party shipping servicer to fulfil the original order or to any subsequent or other owner, and this limited warranty is not transferable and is not applicable to use of the Sofee for commercial or rental purposes. Proof of purchase is required for all claims under this limited warranty.

C. SOFEE’S LIMITED WARRANTY AND RESPONSIBILITIES

Sofee warrants that for six (6) months, from the date of delivery (the “Warranty Period”) of Sofee Fabric Covers in its original packaging sold to you, such Sofee Goods will be free from defects in material and workmanship set forth below (“defects”), when such Sofee Goods are used in a manner consistent with the intended design and function as described above.

Our responsibility for defects is limited to repair or replacement as set forth in this limited warranty. Neither any performance or other conduct, nor any oral or written information, statement or advice provided by us or any of our suppliers, agents or employees will create a warranty, or in any way increase the scope or duration of this limited warranty.

The Warranty Period is not extended if we repair or replace a warranted product. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.

D. WHAT THIS LIMITED WARRANTY COVERS

THIS LIMITED WARRANTY APPLIES TO THE FOLLOWING DEFECTS:

- Seam tears including handles.

- Zippers that malfunction and cannot be opened or closed due to normal usage of the material.

- Misprints in the case of patterned product.

THIS LIMITED WARRANTY DOES NOT COVER THE FOLLOWING:

- Normal threads that can be snipped off without damage to the product.

- Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage or stains; provided, that the defect is caused by such abuse or damage. This includes damage when opening the box.

- Internal lining thread runs or discoloration.

-Internal fire retardant backing.

- Colour difference between products from different orders.

- Any issues when the product is used in combination with non-Sofee fabric, zip or zip slider materials.

- Any issues when the product is used in combination with non-Sofee products (i.e. balance boards etc).

- Replacement of any non-defective pieces in the set (for example, if you file a warranty claim for 1 fabric piece and only one component is defective in your Sofee Goods, then we will only replace the defective component).

- Any Sofee product (whether manufactured by Sofee or not) sold by resellers.

- Any Sofee product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previous display item”, “previously owned”, or any other similar wording indicating that the Sofee product is not “new” or of “first quality”, or has previously been purchased or used by another consumer.

- Any damages due to (i) transportation; (ii) storage; (iii) improper use and/or use of the products in any manner other than the intended design and function as described above; (iv) failure to follow the product instructions (i.e. cleaning/washing) or to perform any preventive maintenance; (v) modifications; (vi) unauthorised repair; (vii) normal wear and tear, including without limitation, the softening of the fabric; or (ix) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

In the event of a defect during the Warranty Period, Sofee’s sole and exclusive liability and your sole remedy under this limited warranty will be, at Sofee’s option, to repair or replace such products (or the defective part) with products, parts and components that are similar to the defective product and of equal value to the purchased product, subject to your fulfilment of “Your Responsibilities” below. Replacement parts are subject to availability of stock and may be provided in a colour different from the parts you originally purchased. For limited/special edition, discontinued or out-of-stock Sofee products covered under the limited warranty, Sofee guarantees only replacement of a product with equal or greater retail value and does not guarantee exact replacement of the same limited/special edition, discontinued or out-of-stock item. Replacement parts may also be a different part that contains compatible features and functions. Replacement parts will be sent to the shipping address on file with the order.

E. YOUR RESPONSIBILITIES

In the event of a defect and in order to get the benefit of this limited warranty, you must complete all steps of filing a warranty claim through Sofee’s customer team set forth below:

  1. Order Number / Proof of Purchase from mysofee.com
  2. Product Type i.e. Play Sofa or Wedges or Covers etc.
  3. Batch Date (look at the ‘legal’ tag sewn into the fabric covers).
  4. Colour of product of applicable.
  5. Photos of the issue (include 2-3 photos).
  6. Description of the issue. Indicate which product it is effecting i.e. base, topper or wedges.
  7. Shipping: How did you receive your items?

All claims must be sent to the email address set forth at the end of this limited warranty.

Replaced or repaired parts are subject to the same limited warranty as the original parts, provided however, the original Warranty Period shall not be extended if a warranted product is repaired or replaced.

SOFEE FOAM PRODUCTS LIMITED WARRANTY

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS AVAILABLE TO YOU AS CONSUMER.

A. PRODUCTS COVERED BY THIS LIMITED WARRANTY

This limited warranty extends to the foam used for the Sofee Play Sofa including the base, topper and wedges (collectively, the “Sofee Goods”) sold by Sofee and purchased directly from www.mysofee.com. The Sofee Foam Goods are designed to be used exclusively indoors and intended for lounging and reasonable play purposes only. This Warranty does not cover your Sofee Foam Goods if you use it in a manner incompatible with that intended design and function. Certain exclusions apply, as further described in this limited warranty.

B. WHO THIS WARRANTY EXTENDS TO

This limited warranty extends only to the original purchaser of any Sofee Foam Goods. The “original purchaser,” for the purposes of this limited warranty, is the first purchaser of the Sofee Foam Goods purchased directly from www.mysofee.com. All Sofee warranties, including any implied warranties, are valid only for the period of time the Sofee Foam Goods are exclusively owned and used by the original purchaser. This limited warranty does not extend to any purchaser who used a third-party shipping servicer to fulfil the original order or to any subsequent or other owner, and this limited warranty is not transferable and is not applicable to use of the Sofee for commercial or rental purposes. Proof of purchase is required for all claims under this limited warranty.

C. SOFEE'S LIMITED WARRANTY AND RESPONSIBILITIES

Sofee warrants that for twelve (12) months, from the date of delivery (the “Warranty Period”) of Sofee Foam Goods in its original packaging sold to you, such Sofee Goods will be free from defects in material and workmanship set forth below (“defects”), when such Sofee Goods is used in a manner consistent with the intended design and function as described above.

Our responsibility for defects is limited to repair or replacement as set forth in this limited warranty. Neither any performance or other conduct, nor any oral or written information, statement or advice provided by us or any of our suppliers, agents or employees will create a warranty, or in any way increase the scope or duration of this limited warranty.

The Warranty Period is not extended if we repair or replace a warranted product. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.

D. WHAT THIS LIMITED WARRANTY COVERS

THIS LIMITED WARRANTY APPLIES TO THE FOLLOWING DEFECTS:

- Any physical flaw in the foam greater than three (3) centimetres that causes the foam material to deteriorate, despite normal usage and proper handling.

THIS LIMITED WARRANTY DOES NOT COVER THE FOLLOWING:

- Stockinette Liners.

- Compression of the foam, either intentional or accidental.

- Normal discoloration.

- Normal off-gassing.

- Foam difference between products from different orders.

- Any issues when product is used in combination with non-sofee foam.

- Any issues when the product is used in combination with non-Sofee products (i.e. balance boards etc.)

- Replacement of any non-defective pieces in the set for example, if you file a warranty claim for one (1) foam piece and only one (1) component is defective in your Sofee Foam Goods, then we will only replace the defective component.

- Any Sofee product (whether manufactured by Sofee or not) sold by resellers.

- Any Sofee product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previous display item”, “previously owned”, or any other similar wording indicating that the Sofee product is not “new” or of “first quality”, or has previously been purchased or used by another consumer.

- Any damages due to (i) transportation; (ii) storage; (iii) improper use and/or use of the products in any manner other than the intended design and function as described above; (iv) failure to follow the product instructions (i.e. cleaning/washing) or to perform any preventive maintenance; (v) modifications; (vi) unauthorized repair; (vii) normal wear and tear, including without limitation, the softening of the foam; or (ix) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.

In the event of a defect during the Warranty Period, Sofee’s sole and exclusive liability and your sole remedy under this limited warranty will be, at Sofee’s option, to repair or replace such products (or the defective part) with products, parts and components that are similar to the defective product and of equal value to the purchased product, subject to your fulfilment of “Your Responsibilities” below. Replacement parts are subject to availability of stock and may be provided in a density different from the parts you originally purchased. For limited/special edition, discontinued or out-of-stock Sofee products covered under the limited warranty, Sofee guarantees only replacement of a product with equal or greater retail value and does not guarantee exact replacement of the same limited/special edition, discontinued or out-of-stock item. Replacement parts may also be a different part that contains compatible features and functions. Replacement parts will be sent to the shipping address on file with the order.

E. YOUR RESPONSIBILITIES

In the event of a defect and in order to get the benefit of this limited warranty, you must complete all steps of filing a warranty claim through Sofee’s customer team set forth below:

  1. Order Number / Proof of Purchase from mysofee.com
  2. Product Type i.e. Play Sofa or Wedges or Covers etc.
  3. Batch Date (look at the ‘legal’ tag sewn into the fabric covers).
  4. Colour of product of applicable.
  5. Photos of the issue (include 2-3 photos).
  6. Description of the issue. Indicate which product it is effecting i.e. base, topper or wedges.
  7. Shipping: How did you receive your items?

All claims must be sent to the email address set forth at the end of this limited warranty.

Replaced or repaired parts are subject to the same limited warranty as the original parts, provided however, the original Warranty Period shall not be extended if a warranted product is repaired or replaced.

Date: 28 July 2021