Product Warranty

Product Warranty

OutdoorHavens (trading name of Aerobloc Ltd) with its registered office at 5 Brayford Square, London, United Kingdom, E1 0SG ("OutdoorHavens", "we", "us"), provides this warranty to the original purchaser ("Customer").

This Warranty applies only to the original retail purchaser of an OutdoorHavens product purchased in the UK. All warranty periods run from the date the goods are first delivered.

Warranty Periods

We offer two levels of warranty coverage depending on the product purchased:

3-Year Warranty — Premium Products The following products are covered by our extended 3-year warranty:

OutdoorHavens Solid Roof Polycarbonate Pergola
OutdoorHavens Electric Louvered Pergola

This extended warranty reflects our confidence in the engineering and build quality of our flagship pergola range. Coverage runs for 36 months from the date of delivery.

12-Month Warranty — All Other Products All other OutdoorHavens products — including outdoor furniture, lighting, fire pit tables and accessories — are covered by a 12-month manufacturer's warranty from the date of delivery.

The warranty period does not restart if a product or component is repaired or replaced under warranty. Replacement products or parts are covered for the remainder of the original warranty period only.

What Is Covered

This warranty covers manufacturing defects in materials or workmanship that are present at the time of delivery or that manifest within the applicable warranty period.

Covered issues include:

Structural defects in frames, posts, beams, or primary load-bearing components
Manufacturing defects in materials (e.g., metal components, fabric materials, hardware)
Defective powder coating that peels, flakes, or corrodes under normal use
Faulty mechanical components (e.g., motors, louvres, adjustment mechanisms) that fail under normal operation
Assembly hardware that is defective or missing at time of delivery

What Is NOT Covered

This warranty does not cover:

1. Improper Installation or Misuse

Damage resulting from improper installation, assembly, or failure to follow the provided installation instructions
Damage caused by modifications, alterations, or repairs carried out by unauthorised parties
Use of the product for purposes other than its intended outdoor residential use

2. Normal Wear and Tear

Fading, discolouration, or weathering that occurs naturally over time
Minor scratches, scuffs, or cosmetic imperfections that do not affect functionality
Deterioration of fabric or textile components due to prolonged sun exposure

3. Environmental and External Damage

Damage caused by extreme weather conditions beyond the product's design specifications
Damage from acts of God, including but not limited to: fire, flood, lightning, vandalism, storms exceeding specified wind/snow load ratings
Damage from chemicals, aggressive substances, or corrosive materials
Damage from pests, insects, mould, or biological growth

4. Lack of Maintenance

Damage resulting from improper maintenance or failure to follow care instructions
Buildup of debris, dirt, or standing water due to neglect

5. Accidental Damage

Damage caused by impact, dropping, or mishandling during or after installation
Damage from falling objects, tree branches, or other external forces

6. Installation on Unsuitable Surfaces

Products installed on foundations or surfaces that do not meet the specifications outlined in the installation manual
Damage resulting from unstable, uneven, or improperly prepared installation surfaces

How to Make a Warranty Claim

Step 1: Contact Us Notify us as soon as reasonably practicable and no later than 30 days after discovering the defect.

Email: support@outdoorhavens.co.uk Phone: +44 7944 927071 (WhatsApp support available)

Step 2: Provide Supporting Documentation When making a claim, you will be asked to provide:

Proof of purchase (order confirmation or receipt)
Clear photographs or video showing the defect, including close-up images of the defective area, wide-angle shots showing the product in its installed location, and any relevant product labels or serial numbers
Description of the issue including when it was first noticed and any relevant circumstances

Step 3: Do Not Attempt Repairs Do not attempt to repair, modify, or disassemble the product before OutdoorHavens has inspected it or confirmed in writing that inspection is not necessary. Unauthorised repairs may void your warranty.

Step 4: Assessment and Resolution We will acknowledge your claim within 14 days of receipt. After assessment, we will, at our discretion and at no cost to you:

Repair the defective product or component
Replace the defective product or component with the same or equivalent model
Provide replacement parts with guidance from our support team
Issue a refund or credit if repair or replacement is not feasible

We will aim to resolve warranty claims within 30 days of acknowledgement, unless the remedy is unusually complex or requires parts to be sourced.

Important Notes

Colour Variation: Due to continuous product development, replacement parts or products may exhibit minor colour variation compared with the original product. This does not constitute a defect.

Product Modifications: Replacement products may have variations in dimensions or specifications due to ongoing product improvements. If this leads to compatibility issues with an existing installation, OutdoorHavens is not inherently liable for resulting costs or modifications.

Return or Disposal of Defective Items: OutdoorHavens will not arrange for the return or disposal of defective items unless explicitly agreed otherwise. In most cases we will provide replacement parts and guide you through the repair process.

Warranty Suspension: Warranty service is suspended while any undisputed balance for the purchase price remains unpaid or a customer-initiated chargeback is in progress.

Your Statutory Rights

This warranty is in addition to your statutory rights under UK consumer law, including the Consumer Rights Act 2015. Under the Consumer Rights Act 2015, you have the right to reject faulty goods and claim a full refund within 30 days of purchase, request a repair or replacement if goods are faulty within 6 months of purchase, and claim a price reduction or final right to reject after one failed repair attempt.

Nothing in this warranty limits or excludes your statutory rights.

Limitations of Liability

Nothing in this warranty limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under English law.

We are not liable for indirect or consequential economic losses, including loss of profit, loss of use, missed installation appointments, loss of earnings, or wasted time during warranty claim resolution.

Business Continuity

If OutdoorHavens enters liquidation, administration, or otherwise ceases to carry on business, this warranty will lapse. However, your statutory rights under the Consumer Rights Act 2015 may still provide you with remedies.

Governing Law

This warranty and any dispute arising from it is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.

Contact Information

Email: support@outdoorhavens.co.uk Phone: +44 7944 927071 (WhatsApp support available) Business Hours: Monday–Friday, 9am–5pm (UK time) Response Time: Within 24 hours (Mon–Fri)