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2 Year Guarantee

Many, if not most, of the items from the extensive Outgo collection come partnered with a free-of-charge two years guarantee. It operates in accordance with our general Terms & Conditions, as well as in addition to the rights given to you by law.

If you think that your product has a manufacturing fault, please contact us as soon as possible and keep your order confirmation ready as proof of purchase.

What does the Guarantee Cover?

This guarantee covers defects in materials and craftsmanship in the components of an Outgo product during normal domestic use only.

What doesn't the Guarantee cover/when does it become void?

The guarantee is void if the Outgo product is found to have been mistreated/damaged, including causing splits, burns, breakages, spillage and stains. This also applies if the product has not been maintained/cared for in accordance with the care instructions advised. 

Unfortunately the guarantee is made void for any product that has been altered. This includes all products, but an example of one being ‘altered’ would be a bedframe with a hole drilled through it.

The guarantee is also void for products sold by a reseller, used by someone other than the owner making a claim, or any product sold “as-is”, “preconditioned”, “reconditioned”, “used”, “returned”, “previously owned”, or any other similar wording indicating that the product is not “new”.

What else is considered mistreatment of a product? 

Examples of mistreatment to bed frames include improper assembly of a bed frame, divan bed base or headboard causing any part to split or break overloading the drawers in a bed base. Overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, mini drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg.

When does the Guarantee start and finish? 

The guarantee starts on the date of delivery of the product and finished at the end of the second year from the delivery date. 

What do I need to make a claim? 

Most or all of the following are request to make a claim: images/videos showing the defect, measurement of indentations/sags, weight of product user(s), claimant name and address, order number, full description of complaint.

What happens if the product is not covered by the 2 Year Guarantee?

If the product is not covered by the guarantee, we will ask you if you would like a replacement product sent to you (at your cost) or if you would like us to handle the disposal of it (at your cost).

Is there anything else I should be aware of? 

If you think that your product has a manufacturing fault and you inform us of that within 30 days from the delivery date, if the product is covered by this guarantee, you will have the option to receive a refund for the price of the faulty product and, if applicable, any shipping charges paid for this product.

Alternatively, the points otherwise referenced and discussed in this article can apply. If we confirm that the product has a manufacturing fault and is hence covered by this guarantee, at our sole discretion, we have the right to:

  • Replace parts rather than the full product where applicable.
  • Replace the defective product with the same product.
  • Pay the costs of postage and return.
  • Ship the replacement parts or the replaced product back to you.

Any applicable actions above will be done within 14 working days after our confirmation that the product is faulty, hence covered by this guarantee. Please note that this may take longer for some remote and offshore destinations.

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