Parts Replacement

Hassle-Free Support is Important to Us

We do our best to ensure that you receive your product in great condition. Due to the number of parts, size and weight of our products, on some occasions, damage may occur during shipping or transportation. Some cosmetic imperfections such as peeling, warping, seasonal checking or cracking are normal characteristics of all outdoor wooden products, however, if you have a part you are concerned about, please send us a picture and we will have our Quality Team assess it for replacement.

Our sincere apologies if you have missing or damaged parts. We will do our best to get replacement parts to you as quickly as possible. To help us do this, please fill out the form below. In some cases, we need more information to make sure you get exactly what you need. In that case, our Customer Experience Team will contact you for further details. You may also be asked for your Proof of Purchase if we do not have your warranty already registered with us.

Please do a full check of all parts and hardware to ensure you have everything you need. You’ll want to check before you book an installer to ensure they have everything necessary on the day they arrive.