Warranty coverage (Singapore)

For Aeron and Embody chairs:

• The warranty covers a 12 years parts warranty.
• Mechanism – Immediate spares available for servicing
• Casters – Immediate spares available for servicing
• Gas Spring- Immediate spares available for servicing
• Legs – Immediate spares available for servicing
• Bolts and screw – Immediate spares available for servicing

• The warranty covers the chair’s functional components only. The items listed above represent the most common faults.

What the warranty does not cover:

• Payment fees, shipping and courier services
• Wear and tear, including noise from the product
• Colourfastness of surfaces and fabric
• Damage, marking or abrasion of materials and textiles over time caused by sharp or foreign objects
• The warranty does not cover wear and tear or discolouration on fabric or mesh. Fabric issues are rare and typically only occur if harsh chemicals or high heat are used during cleaning. All fabrics used are certified to endure approximately 200,000 rubs—nearly eight times the industry standard for high-traffic seating. Under normal use, the fabric will not deteriorate.

We receive most of the warranty parts from the USA.
The main difference between purchasing from the mass order and the official local distributor is:

We are lean in the operation and could run at the lowest possible running cost, passing all the savings to you. Unlike retail stores that pay huge overheads for rent and labour, or pay for platform fees in Amazon, Lazada, Shopee, etc. This allows us always to be more competitive in our pricing.
However, we are without the thick margin to extend the additional coverage to offer every type of wear and tear, which are unlikely covered in the warranty anyway.

Claim of warranty:

As for the waiting time, it can be quick in a few days if we have the ready spares. Most of the commonly worn parts are well stocked up. For uncommon parts, it will have to be indented directly, taking up to 2 months.

Process of registration and claim:

The warranty starts from the purchase date. No additional registration is required.

To improve your experience in the warranty claim. We had also devised an express service for the warranty claim for the casters, the easiest and most commonly damaged part of the entire chair. Less waiting, easy and fuss-free. For other parts, the chair has to be returned.

To submit for claim from the USA, please contact us and submit the following:

• Proof of purchase of receipt or the order number.
• A photo of the fault you are referring to, a description of the problem, and one of the following.
• [UP TILL 15 APRIL 2017] A photo of the original serial sticker under the chair.
• [UP TILL 15 MAY 2018] A photo of the tamper proof warranty tag label with SO# under the chair. The sticker must NOT be tampered with or peeled off! Chairs are also stamped with at least five warranty seals with permanent ink.
• [FROM 19 AUGUST 2019] A photo of the warranty tag label under the chair. Chairs are stamped with at least eight warranty seals with special permanent ink for authentication. All warranty stamps or marks must NOT be erased. The ink is specially designed to last for decades and is water-resistant.

Since 2017, the original serial sticker will be replaced with our label with less information. This is due to several reasons stated below.

1. We had received feedback that the original serial sticker did not stick for long, with many users losing the original label, risking the total loss of warranty.
2. Given that it’s parallel import, the suppliers have to protect themselves and not reveal the source.
3. We had seen several scammers or resellers using the original sticker to stick on other chairs bought from other sources to claim a warranty from us

All chairs are now pasted with our warranty tag label, and a couple of warranty seals are stamped under the chair in place of the original serial sticker. The format on the labels and seals is changed regularly. We are also aware of sellers impersonating or trying to mimic us selling on e-commerce platforms like Lazada and Shopee. We have no affiliation with any sellers selling outside our website, and we do not supply to any resellers or have other suppliers. The original serial sticker will now be under our safeguard so after sales are easier managed and protected from loss or fraud. Chairs returned for authentication must match all the labels listed above.

For more information about us, check out here.