Incorrect Assembly Installation Policy
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1. Scope of This Policy
This policy applies to all business customers purchasing from Artisan Furniture under our B2B framework across the UK, USA, EU, Canada, Australia and India (B2C applicable only in India). It covers all products requiring customer assembly, wall-mounting, surface securing, levelling, balancing, or the attachment of legs, knobs, handles, brackets or any other structural component.
2. Customer Responsibility Post-Delivery
Once a product is delivered without any transit damage, the assembling, mounting and installation become the responsibility of the receiving customer. Artisan Furniture does not provide on-site installation or structural verification. Any issue arising from improper tools, incorrect assembly sequence, inadequate wall type assessment, failure to follow standard mounting practices, or the use of unsuitable fixings will not be considered a manufacturing defect.
3. Requirement for Qualified Personnel
Where items require wall mounting or surface fixing, Artisan Furniture strongly recommends professional installers. Walls vary significantly (plasterboard, brick, concrete, steel stud, timber frame etc.), and customers must select appropriate fixings. Damage caused by incorrect fixings, inadequate load testing, improper drilling, or structural misjudgement is outside the scope of our returns and warranty framework.
4. No Liability for Incorrect Fixings or Wall Types
Products must be mounted only on walls capable of safely supporting their weight. Use of the wrong plugs, screws, anchors, adhesives, drills or mounting brackets constitutes incorrect installation. Artisan Furniture cannot accept any claim related to collapse, tilting, detachment, or instability caused by incompatible wall types or inadequate fixing methods.
5. Levelling, Balancing and Surface Alignment
Minor levelling and balancing may be required depending on flooring, room gradients or uneven surfaces. This is a normal part of furniture placement. Damage caused by forcing, dragging or mis-levelling of furniture will not be considered a manufacturing defect.
6. Structural Damage Caused During Assembly
Cracks, splits, dents, stripped screws, rounded bolts, overtightened joints, impact damage or misaligned components created during customer assembly are outside the scope of valid returns. Artisan Furniture will not accept claims arising from the use of power tools where manual tools were more appropriate, or where the customer has overtightened hardware.
7. Wall-Mounted Furniture Usage Limitation
Wall-mounted units are not load-rated for body weight or vertical force and must never be used for standing, stepping or climbing. Such misuse exceeds the product’s design parameters and invalidates all eligibility for return, replacement or credit.
8. Products with Legs, Frames and Base Structures
Most units requiring leg attachment must be fitted gently and correctly into pre-inserted nuts, plates or dowel structures. Forcing legs, cross-threading bolts, using electric drivers, or attaching legs at the wrong angle constitutes incorrect assembly. Damage caused by such actions will not qualify for any claim.
9. Accessories, Hardware and Joinery Components
Incorrect attachment or loss of knobs, handles, screws, bolts, hinges, stoppers, plates or glides due to improper fixing does not constitute a valid claim. Replacement accessories may be supplied at cost, subject to availability.
10. Items Returned in Incorrectly Assembled Condition
No return will be accepted for any item that has been assembled incorrectly, partially assembled, or assembled and then dismantled improperly. Such items cannot be re-stocked or handled within our processing framework and will not qualify for credit.
11. Requirement to Retain Original Packaging
All return eligibility is strictly conditional upon the product being placed back into its original packaging. Courier partners will not collect naked or self-packaged furniture. If the original packaging is disposed of, Artisan Furniture cannot accept any return under any circumstance, regardless of issue type.
12. Non-Acceptance of Claims Caused by Customer-Side Tools or Methods
Incorrect tools (power drills, impact drivers, non-furniture screws), chemical adhesives, wall-brackets not supplied by Artisan Furniture, or aftermarket attachments invalidate any return request. Modification of the product beyond its original design also voids all claim eligibility.
13. Verification and Evidence Requirements
Where a concern is raised, customers must provide: photos or videos of the product before assembly, photos/videos of each assembly stage, photos of fixings, fittings, and the wall or surface type, and evidence of damage prior to assembly (if applicable). If such evidence indicates incorrect assembly or installation, the claim will be declined.
14. Final Position
Incorrect assembly, mounting, installation or misuse is not considered a manufacturing defect or transit issue. Artisan Furniture supplies structurally verified, quality-checked furniture, and any fault introduced after delivery due to incorrect handling is excluded from acceptance under our returns framework.
Published January 2026 | Effective from January 2026 until Superseded or Amended