GUARANTEE TERMS & CONDITIONS
In the unlikely event that your product needs guarantee service, please contact the dealer from whom you purchased your Tiado furniture. After receiving the service request, Tiado will decide at its sole discretion, if the product will be collected for examination/repair, will be (partly) replaced, or if the service request will be rejected. It is determined by law that we have the possibility to repair the guarantee product, if possible, and we are not obliged to the replacement of the furniture. The guarantee remains in force for 5 years starting on the date of delivery. Within those 5 years, the guarantee will gradually expire; after 1 year you might be asked for a financial contribution for possible extra costs that have to be made.
The guarantee covers 1 year of complete guarantee on new products. This guarantee is non-transferable and includes all provisions as stated in our specified user guidelines. All other provisions than those specified by us, are not guaranteed. The guarantee covers repair requests of construction and production faults. 0-1 Years of usage – 0% own contributions 2-5 Years of usage – You might be asked for a financial contribution for replacement and/or repair. Costs will be communicated in advance via your Tiado dealer.
1. The guarantee is valid from the date of delivery to the first owner, or after a maximum of 30 days from delivery of the furniture piece to the Tiado dealer.
2. The guarantee covers repair requests of construction and production faults.
3. The guarantee applies to the piece of furniture. When a piece of furniture changes hands or is resold, this does not affect the application of the guarantee terms and conditions.
4. A number of exclusions apply to these guarantee terms. For this, please see the maintenance instructions for the various product groups below.
EXCLUSIONS & LIMITATIONS
This guarantee does not cover:
- Normal and natural wear and tear
- Wear and tear of wheels and caps
- Wear and tear caused by improper and excessive use and abuse
- Damage caused by normal and natural wear and tear
- Improper assembly of servicing by unqualified persons
- Improper or project-based use of furniture intended for private use
- Exposure of product to undesired heat, moisture, liquids and cleaning products
- Discolouration caused by (sun)light
- Damage caused by sharp, hot, or damp objects
- Environmental influences like undesirable levels of dryness, humidity, light and temperature.
- Vandalism, theft, abuse and damage caused by impacts or accidents
- Damage and stains caused by pets, heat sources, and mould caused by moisture (mildew)
- Stains caused by bodily fluids, body and hair care products
- Discolouration caused by medicine use (chemical reaction)
- Any changes caused by products containing acids or alcohol, as well as solvents
- Unauthorised attempts to clean, repair or modify product
- Spots and rings caused by unremoved water, moisture and condensation
- Specific characteristics of product and material that are not covered by the guarantee
- Poor maintenance
In the event of a guarantee claim, the guarantee applies only to the product or product part which is subject to complaint, and not to the entire delivery. A detailed description of the problem and an overview photo as well as a detailed photos are required for evaluation (overview photo taken from 2-3 m. distance, detailed photo taken from 0,7 m. distance). Complaints should be addressed to the original retailer from where you purchased your Tiado product(s), and will only be considered after the presentation of the original purchase agreement. Please always contact your dealer first!
Please make sure that product delivery can take place without any problems. Building related obstacles like entrances, doors, widths of hallways and staircases, elevators, etc., may not impede damage-free delivery. It must be made possible to comply with applicable legal rules concerning maximum weight limits and safety. The guarantee does not cover 5 years of new condition. We are not liable for possible damage as a result of transporting or installing the furniture yourself, nor for damage caused by incorrect operation and/or self-adjustments or adaptations to the furniture.
In the event of missing parts or a damaged product, please contact your Tiado dealer immediately. We strongly advise you to never carry out repairs yourself, as this will invalidate the guarantee.
DAMAGES DUE TO OTHER PRODUCTS
Damages due to other products, like cleaning sprays, impregnation agents and maintenance products other than prescribed by manufacturer specifically for your product, denim stains and other stains caused by non-colourfast materials, damage caused by hook and loop fastener, zippers and other sharp clothing attachments, and damage caused by sticky or sweet substances, acids, plasticisers and bleach, are all excluded from the guarantee.
Due to frequent reconstruction and demonstration, Showroom products don’t meet the new-state condition and all new-state characteristics of a product, and are therefore not covered under this guarantee. The legal guarantee term of 1 year on production faults remains applicable. Moreover, all traces of usage and/or malfunctioning mechanisms need to be documented before purchase. If necessary, reorders and changes will only be guaranteed as long as the model concerned is in production. Extra services, concerning planning and assembly, are not included in the guarantee.
LEGS, CAPS AND FELTS
While purchasing your furniture, please make sure that legs, caps or wheels are suitable for the floor surface where the furniture is to be positioned. This, to protect your floor. Please inform the store representative about the floor surface where your furniture is to be placed. This may prevent caps and wheels to leave signs of use on your floor. Tiado cannot be held responsible for any damage caused by caps or wheels. Note: after cleaning the floor, don’t leave moisture in the area of your furniture.
New products spread a specific odour. Depending on the material and composition of the furniture, it can take several weeks or months before such odour disappears. Climate and use of the product will also effect the retainment of odour. Natural products, like leather and wood, will always keep their specific odours.
Any material will change unavoidably when exposed to (sun)light. Therefore, protect your valuable (new) furniture from direct (sun)light and extreme light sources. Strong light, and especially sunlight, will change material surfaces and can cause fading to the parts that are directly exposed to the light source within a few weeks. Depending on the material, your furniture will show dark or light discolouration. Although this cannot be entirely prevented, closing (roller) blinds will protect your furniture against direct and strong sunlight.
DRY AIR IS HARMFUL TO PEOPLE AND WILL DAMAGE MATERIALS
Air that is too moist, as well as air that is too dry due to excessive heating, will damage your furniture. Do not place your furniture near heaters, radiators or other sources of heat, and avoid temperatures above 23°C. We recommend an air humidifier for rooms with central heating. Climate control is especially important for wooden furniture: it is recommended to place thermometers and moisture meters in these rooms.
THE USE OF UNIQUE, NATURAL MATERIALS
Furniture that is (partly) made of natural products, is always unique. Because of natural characteristics of leather and wood, we can never guarantee absolute similarity in colour and/or structure between different furniture pieces.
It is highly recommended to maintain your furniture on a regular basis. As a user it is important to keep your furniture in good condition. For this reason we advise you to read the maintenance instructions in this guide carefully.
CHAIRS AND BENCHES
A weight restriction of 120 kg per seating space applies to all of our sitting furniture. Our chairs, especially the cantilever chairs, are not suitable to “plop down on” (short, extreme overload). For extra tall or heavy people, we recommend to customise the furniture in width and/or height, as overloading your furniture will cause premature wear and damage.
Furniture fabrics and other primarily synthetic materials have a natural conductivity and can only absorb a limited amount of moisture. The electrostatic charge is normally caused by dry air, especially in the winter and in combination with synthetic materials like carpet, curtains, fabric upholstery, cushions, blankets, etc. In such cases, it is important to optimise your indoor climate. You can raise the air humidity using a sprayer with distilled water to somewhat moisten your upholstery. Or you can wipe your upholstery with a damp cloth. Moistening your carpet thoroughly with distilled water does wonders as well. The guidelines of your carpet dealer are leading in this.
PRODUCT SPECIFIC AND MATERIAL SPECIFIC CHARACTERISTICS
Regardless of material, construction, production and price, the qualitative evaluation of your furniture includes 3 important product characteristics that will lead to natural modification of your furniture by normal use. These characteristics cannot be prevented and are therefore not covered by the guarantee.
• Materialspecific characteristics: for example, natural characteristics of leather or wood
• Modelspecific characteristics: for example, originating from the shape of the model
• Userspecific characteristics: for example, the appearance of a favourite spot on your seating furniture
DISCOLOURATION, NON-COLOURFAST FABRICS l COLOUR MIXING
In the course of time, light fabric and leather colours will show discolouration, caused by contact with other, non-colourfast, materials. For example, dark pants or jeans will give off colour on the light upholstery of the furniture. This is not caused by the quality of the upholstery fabric or leather, but is caused by material characteristics of other, non-colourfast types of fabric. Light upholstery (fabric or leather) in combination with dark or intense colours, like dark red, dark blue, black, etc., can cause colour mixing. This is also a wellknown phenomenon in the clothing industry. Suede leather or microfibers can cause slight rub traces. To avoid this, carefully vacuum the upholstery at an early stage or wipe it with a damp cloth (textiles must be washed). Leather and fabrics which do not form part of the Tiado standard collection, are not covered by our guarantee. Contact the respective supplier for the guarantee conditions applicable.
WEIGHT SEPARATE PARTS
Armrests, parts with a function and/or supporting parts for feet support a maximum weight of 20-35 kilo. In any case, these parts are not suitable to support a total body weight.
It is possible that you may note slight differences in shades of colour between your new furniture and the colour sample showed before purchase, or furniture you already own. In particular, this applies to natural fibres and leather. We cannot guarantee absolute colour uniformity between different furniture pieces. We advise you to enclose the original colour sample, when reordering furniture. If this is not available, you can first request a production sample for approval.
LOOSE l VERY LOOSE UPHOLSTERY
Loose upholstery (when the upholstery is a very loose cover, in contrast to furniture with fabric/leather that is tightly upholstered on the foam), can be recognised by its suppleness. The fabric/leather is softer and the upholstery is not smooth, so that you are sitting “in the furniture” instead of “on the furniture”. A visually wavelike surface structure on seating, backrest and armrests are not a sign of quality loss, instead, with some models this is necessary to offer an optimal seating comfort. To smoothen the surfaces after use, depending on the model, the seating and back cushions can be smoothed down from the inside out, shaked out or plumped up.
Over time, on some fabrics, especially on smooth and blended textiles, small balls will appear. This phenomenon is well known with, for example, woollen sweaters. These are loose fibres of used threads, mostly mixed with fibres from cloths. These bobbles, called pills in the industry, often appear in a short space of time. They can be removed with a special device, some sort of electric shaver, without damaging the textile. Pilling and removing pills do not affect the durability of the furniture fabric.
Rub fastness is the resistance of furniture fabric dye to colour changing or running, when rubbing on other dry or humid types of textile. In general, light furniture fabrics have a higher resistance than dark ones. Especially with intensive colours, microfiber fabrics might show loose fibres that hold onto the fabrics of clothes. At first, this looks like discolouration, but in reality this ‘fabric rub’ will disappear when washing it. To clean the furniture fabric, use only distilled water with neutral soap, and gently rub in with a white, clean, soft cloth. Always work on big surfaces, preferably from one seam to another without using too much pressure. Never treat only the stain. Please, be extra careful along the edges. Do not use microfiber cloths or steam cleaners. Attention: always check the product instructions of the manufacturer first.
TOLERANCES IN HARDNESS OF SEATING SURFACES
Differences in the hardness of a seating are normal. These natural changes are caused by use and do not affect the quality of the product. The seating comfort within a sofa may differ because construction and form do not always allow to equip each element with the same (spiral) base (e.g. corner elements, footstools, different geometrical forms, last elements, etc.). It is also possible that the effect of a differing seating hardness will appear, even though the cushions are uniform. Polyurethane foam, used for your furniture, is produced CFC-free and can be recycled. This foam has a technical tolerance of approximately 15%. The form of a chair and the presence or absence of armrests may have an effect on the differing hardness of a seating surface as well. A characteristic of polyurethane foam is that the initial hardness will decrease with 15%-20% in the first months. This is why directly after purchase a sofa or chair can feel relatively hard, especially in comparison with our showroom models that already have been used some time. We recommend you to change chairs continuously, and to not always sit in the same spot of the sofa, so that all seats will keep a comparable seating comfort. Upholstery fabrics differ in elasticity. This causes the appearing of creases and folds in leather/fabric, as the original hardness of the foam decreases.
CREASES ON EDGES WITH TIGHT UPHOLESTERIES
Certain furniture pieces are upholstered very tightly. Depending on the design, for some models the upholstery needs to be folded on the edges. Depending on the elasticity and thickness of the fabric, this may result in either small or large creases. As these are material and product specific characteristics, these creases are no valid reason for complaints.
Creases and folds can appear in both the backrest and the seating of your furniture. Sometimes creases and folds are already present upon delivery of a product. In other cases creases and folds appear over time. Creases and folds may appear faster in models where the upholstery is not glued to the frame or shell. Also the shape of the product can add to the formation of creases: the more round edges a product has, the more likely it is that creases and folds will appear. This is why creases and folds often appear on the inside of the backrest of chairs. When commissioning your furniture, the hardness of the seating starts to vary unevenly. It can become softer, depending on usage and age of the product. This is a normal process for every filling. To reach an even hardening over the complete surface of a seating, it is important to change the sitting position from time to time. Ignoring this may result in one-sided depressions and folds, more commonly known as a ‘favourite spot’. Guideline: The thinner the used upholstery and the larger the upholstered area, the larger the chances that folds and creases form. This development is support by the fact that fabric and leather under influence of bodily heat, fluids and weight, tend to stretch out more or less, relative to the surrounding material. This unavoidable optical change has no effect on the use, functionality and durability of the product and therefore is no valid reason for complaints. Certain chairs are built up with a wooden shell as their base. Sometimes this shell is visible, however usually it will be upholstered. As with all wooden products, these wooden shells are subject to differences in temperature and humidity. These differences may cause the woodwork to start warping, causing a maximum allowed discrepancy of up to 1,5 cm between the drop in the backrest of individual chairs. Also the opposite sides of the wooden shell can and may show a discrepancy of up to 1 cm.
CHAIRS AND ARMCHAIRS WITH MAT UPHOLSTERY
Some models are executed in an (optional) mat upholstery. This mat upholstery can cause creases and folds as well as small differences in colour, structure, measuring and optical effects in comparison to the rest of the same or other units of the furniture piece. A mat upholstery is not meant to disconnect from the product (this can lead to wearing of the hook and loop bands and is no valid reason for complaints) or wash out separately.
Technical tolerances are unavoidable in the furniture production process. If the deviation (tolerance) of colour, structure, and measures are within the set international standards, there are no valid reasons for complaints.
LEATHER AND CHARACTERISTICS
Leather upholstery not only stands for longevity, but also for beauty and elegance. Especially with leather, paying attention to quality will pay off, for this will translate into soft, supple and breathable leather. High quality leather is coloured in a very special way, so that the colour adheres to each and every single fibre and leaves all natural characteristics visible. Please bear in mind that leather is a natural product and does not come from a roll. The animals lived under different circumstances, and therefore no two hides are identical. This means that slight deviations on the same product, between individual pieces, between a new product and products you already own, or between product and showed samples, can and may appear. This causes variations in structure and colour, as well as individual natural characteristics, that are inherent to leather material. These material specific characteristics in no way affect quality or durability – they make each furniture piece unique and determine the charm of the leather type. The following minor faults may appear in leather, and are proof that the leather is absolutely genuine: manure stains and insect bites, scars, (neck) wrinkles ,differences in structure and differences in colour. Your furniture upholstery may also show crease or fold formation (over time, this also can and may appear). Fold formation is caused by the natural stretch of the upholstery. This stretch is necessary to prevent too much pressure on the stitches, and thus unnecessary wearing. All these examples are natural leather characteristics and are no valid reason for complaints.
LIGHT PIGMENTED LEATHER
This natural leather has a protective coat and a print, which makes it very user and maintenance-friendly. However, the look and touch unmistakably show this is a natural product. This leather is particularly suited for intensive use. We recommend this leather for your (dining room) chairs and/or in a household with small children and pets. The natural characteristics for most part have been covered by its received treatment and are therefore little or not visible. During the use of a product, colour fading may appear on points of high tension, for example around edges, roundings or stitches.
NON-PIGMENTED (OPEN) LEATHER
This leather type has a natural character (Note: this includes for example more scars, faults, differences in structure and colour). When working this leather, no pigments are added to the surface. As a result, colour differences between product and colour guide are inevitable and much bigger than with covered leather types. Because 1 hide can have various colour shades, there may be difference in colour between products (for example, when ordering more chairs) or even on the same furniture piece (for example, between front and back). Open leather is suited for normal to ‘luxury use’. Normal use implies that the leather can also be used for dining room chairs, however in situations with pets or small children we do not recommend this. Please note that leather furniture should not be exposed to direct light (sunlight, UV light, etc.) to avoid discolouration. During the use of a product, colour fading may appear on points of high tension, for example around edges, roundings or stitches.
CAPS AND WHEELS
Wearing of broken caps are not covered by the guarantee, regardless of the period of use. Caps or wheels may leave marks on your floor. Tiado will not accept responsibility for any damage to floors caused through caps or wheels.
MEASURING, SETTING UP AND ALIGNMENT
When buying furniture, measuring during the planning process and alignment during the delivery process is very important. Since floors, walls, and ceilings aren’t straight, during the installation and assembly of the furniture, surface imperfections can be expected.
Wood reacts strongly to environmental factors like cold/warmth, and air humidity. Especially the winter is a hard time for your wooden furniture. The wood will probably warp and/or will show small cracks. This is a natural characteristic of real wood and therefore no valid reason for complaints. The quality of your solid wooden furniture is best preserved in a relative air humidity of 45-60%. You can measure the air humidity with a hygrometer. Please note that especially in newly-built houses the atmosphere is extremely dry due to very good insulation. In this situation, it is absolutely necessary that you pay extra attention to the air humidity. To ensure an indoor climate with an optimal air humidity level, we advise you to place an air humidifier. An air humidifier contributes to the preservation of your wooden furniture, and helps (to a certain extent) to prevent the wood from drying out or cracking. Additionally, the device will contribute to a healthier living environment, reducing dehydrated skin, burning eyes, or irritation of airways. In the beginning, newly-built houses are often damp. If this is the case, place your furniture at a distance of at least 10 cm from your walls, to ensure a good air circulation. It is also recommended to ventilate rooms on a regular basis.
SPARE PARTS AND WEAR PARTS
Using replacement parts of other manufacturers, may be dangerous. Only original parts or parts that have been approved by the manufacturer, are allowed.
GENERAL MAINTENANCE TIPS
To keep your furniture in good condition for a long time, it should be regularly maintained. For this surface maintenance little effort is required. It is sufficient to dust off the wood on a regular basis with a soft, dry cloth or a moist chamois leather cloth (shammy) in the direction of the wood grain. Use clean cotton cloths and do not use microfiber cloths or pencil eraser, which may contain fine particles and cause scratches on the surface. All used cloths must be thoroughly cleaned and rinsed with water. Never use a steam cleaner. You can also add a little bit of dish soap to the water. But watch out for dish soap with added bleach (such as lemon extract). Never use cleaning agents, detergents, or abrasives.
COLOUR AND STRUCTURE DIFFERENCES
Please realise that wood is a natural product. No two trees are alike. For this reason there may be structural differences or differences in colour in comparison to the wood sample used in stores. For this reason every piece of furniture has its own unique wood image. This gives your Tiado furniture an exclusive look and feel. When opting for a Tiado product in varnished wood, keep in mind the colour of your product can differ somewhat from the original sample. This because every lot of wood is unique and therefore reacts differently to the varnish. Also specific model-dependant production techniques such as framed or panelled fronts, vertical and horizontal veneer direction, slip matched veneer for optical demarcation, veneer and solid wood combinations, top- and plinth joints, “thick edges” or the adhesion of the parquet for shape retention, lead, independent of the type of wood, position and light angle, to lighter and darker colour and structure accents. These natural colour differences are part of the products natural resources and an essential and differentiating characteristic of authenticity. Direct (sun) light will cause the wood to take on its definitive colour. This process will, depending on exposure to sun/day light, take some time (six months to one year). Strong light and specifically direct sunlight will cause the material surface to change and can bleach parts of your furniture that are exposed to it within weeks. Depending on the material, your furniture can change to either a lighter or darker shade. This cannot be wholly prevented, however keeping blinds and curtains shut significantly reduces the influence of direct sunlight. On the other hand light also causes the initial colour differences to diminish in time. Do not place hot objects directly on the wood, this causes rings that cannot be removed afterwards.
CHARACTERISTICS PREMIUM QUALITY
Natural wood characteristics, such as knots and other natural blemishes, medullary rays (in oak), colour and structural differences, black pits and small (filled) knots, can and may in limited amount appear on your product. Open defects and larger knots may be present on the under and insides of the side rails of your furniture piece. These characteristics are no reason for complaints.
CHARACTERISTICS KNOTTED QUALITY
Wood that shows original knots is often called rustic wood. This wood shows the irregular traits of the natural world it comes from: the place where a tree originally branched out or started growth. The knots (also called knobs) and cracks are filled using black stone glue, so that they remain perfectly visible and give your table a modern look and feel. Our rustic quality table tops can and may contain knots, cracks and small open defects as well as darker coloured pitch streaks and differing colour patterns in the various sections. Tiado wood is finished with varnish or oil. Every finishing asks for a specific treatment.
MAINTENANCE ADVICE FOR OILED PRODUCTS
clear | coloured
Oil finishing makes the most out of the natural appearance of solid wood. This, however, can make your product more prone to moisture and stains in comparison to a varnished product. Spilled fluids must therefore be removed immediately. Light scratches and stains can be treated with a special sponge. Sanding down lightly in the direction of the wood grain. After that a new layer of oil must be applied. Never use corrosive dissolving products or cleaning agents with an abrasive effect! .For daily maintenance do not use cleaning agents. Wipe down with a slightly moistened cloth, afterwards dry off using a dry cloth. Depending on the appearance and use, treat the wood several times a year with the corresponding oil. Use the oil as noted in the user manual. When your newly delivered table appears a bit dry (this can be due to the change of environment and therefore change of air humidity), it is wise to treat it with oil directly.
MAINTENANCE ADVICE FOR VARNISHED | STAINED PRODUCTS
clear | coloured
For daily maintenance do not use cleaning agents. Wipe down using a slightly damp cloth. Dry off using a dry cloth afterwards. The varnish only reaches its maximum hardness after two months, please treat your furniture with extra care during this first period. Coffee or wine stains (etc.) should be removed immediately with (diluted) mild detergent and small amounts of water. Never use wax, wax-containing products or cleaning agents with a scouring effect.