How Do Furniture Guarantees and After-Sales Service Work?
Short answer: at Selishome, furniture products are covered by a 2-year guarantee from the invoice date. The guarantee covers material and workmanship faults arising from production; impact, liquids, incorrect cleaning and ordinary wear are outside it. When a problem arises there are three things to do: photograph the fault, get in touch by email or on the WhatsApp line with your invoice details, and wait for the outcome of the assessment. Where a claim is approved, the item is repaired free of charge or replaced.
The full text is on our Guarantee Terms and Frequently Asked Questions pages; we gathered the other topics most often asked about the company in frequently asked questions about Selishome.
What does a furniture guarantee cover, and what does it not?
A guarantee is not "insurance against everything". The line is drawn with a single question: did the fault come from production or from use? If from production, it is covered; if from use, it is not.
| Covered (production/workmanship fault) | Not covered |
|---|---|
| Seams opening, tearing or colour inconsistency in the upholstery arising from production | Use contrary to the care instructions |
| Breakage, cracking or deformation of the frame or panel arising from production | The wrong cleaning product or method |
| Rusting or mechanical failure of metal parts arising from production | Impact, dropping, tearing, burning, cutting |
| Malfunction of hardware such as hinges, runners and locks | Chemicals, excessive damp, direct sunlight |
| Assembly or alteration by anyone other than the authorised team | |
| Ordinary wear: foam settling, fabric fading, scratches | |
| Being unable to produce the invoice or guarantee document |
↔ Scroll the table sideways to see all of it.
That last line is the most overlooked: with no document there is nothing to establish the claim.
Where should the guarantee document and installation record be kept?
Three documents do the job, and all three reach you on delivery day:
- The invoice. The guarantee period starts on the invoice date; this document determines when it runs out.
- The guarantee document. It shows the product group and the scope.
- The installation record. On products installed by our team, for structural problems arising after assembly to be assessed under the guarantee, the installation must have been carried out by the authorised team and the record signed. Damage arising from installation arranged elsewhere is not covered.
A practical tip: photograph all three on delivery day and email them to yourself; paper gets lost, a copy stays.
Delivery damage and the guarantee are not the same thing
Transport damage occurs while the item is reaching you; the transport process is the company's responsibility, notification is made within 24 hours, and a note of "received damaged" is added to the record. The guarantee, by contrast, covers production faults that appear later on an item received intact, for two years. The checklist for the moment of delivery is in a separate article: sending furniture out of town.
What to do, step by step, when a fault appears
- 1. Photograph it. A good file has three items: the whole product, a close-up of the fault, and a short video showing the problem.
- 2. Get in touch. Write to us by email or on the WhatsApp line with the photographs and invoice details; the address and number are on the contact page. Include the order number, product name and when the problem started; those three shorten the process.
- 3. Assessment. The team assesses the claim and, if necessary, an on-site inspection is arranged. So you do not need to box up and send the item.
- 4. Resolution. Where a claim is approved under the guarantee, repair or replacement is provided.
Being in another city does not change this flow. Criteria for assessing a seller: is buying furniture online safe.
When is a part replaced and when the whole item?
If the problem is limited to one component, that component is replaced; if it concerns the load-bearing structure, replacing the item comes onto the agenda.
- Hardware replacement: hinge, runner, lock, mechanism. Usually resolved on site.
- Component replacement: separable parts such as a single door, a drawer or a cushion cover.
- Product replacement: production-related breaks, cracks or deformation in the body that cannot be put right by repair.
Replacements due to transport damage are completed within two weeks on average, depending on stock. On guarantee claims the time varies with the type of fault; the team will give you a firm date. If the replacement item is made to order, the schedule depends on production; the reasons are in why furniture delivery takes longer.
Paid service for matters outside the guarantee
You can also get service for a matter outside the guarantee, with the cost borne by you. The real risk is unauthorised intervention: alteration arranged elsewhere also removes what remains of your guarantee. Because the charge depends on the situation we do not publish a fixed tariff; tell us about it via the contact page.
Under Turkish Consumer Protection Law no. 6502, if you receive a defective product you may use one of the following rights: free repair, replacement, a reduction in price, or withdrawal from the contract. Notification is made within two years at the latest from the date the defect is noticed. Return conditions are on the Returns & Cancellation page.
How to never need the guarantee at all
A good share of problems can be prevented. Four are common: putting the sofa in front of a window in direct sun, wiping the fabric with the wrong chemical, leaving a panel surface wet, and never rotating the cushions. None of these is covered by the guarantee, because none of them is a production fault. The routine is simple: turn the cushions once a month, take the dust off with a dry cloth, and on a stain test an unseen spot first. The details are in our articles on furniture care and cleaning a fabric sofa; if you are still choosing, have a look at the sofa set category.
6 questions to ask before buying
- How many years is the guarantee and when does it start?
- Will the guarantee document and invoice be handed to me on delivery?
- Who does the installation, and will a record be signed?
- If a problem arises in my city, how is the inspection carried out?
- Repair, part or product replacement — how is that decided?
- Is paid service available for something outside the guarantee?
Frequently asked questions
How many years is the guarantee on a sofa?
On all furniture products, including seating, the guarantee period is 2 years from the invoice date. It is the same for lighting products.
Is foam settling covered by the guarantee?
No. Foam settling, fabric fading and scratches count as ordinary wear. Seams opening or a broken frame arising from production are covered.
Does the guarantee lapse if I do the assembly myself?
For structural problems to be covered, the installation must have been done by the authorised team and the record signed. Damage arising from assembly you carry out yourself is not covered.
I have lost my invoice — do I lose my guarantee rights?
Being unable to produce the invoice or guarantee document is among the situations outside the guarantee. If you have lost the document, get in touch with your order number, name and delivery address so we can find the order in our records.
