Statutory warranty
- All Muebles Benítez products come with a 3-year legal warranty from the date of delivery, in accordance with Royal Legislative Decree 1/2007 and current regulations.
- The warranty covers manufacturing defects and structural faults that may arise during normal use of the product.
- In the event of a covered incident, Muebles Benítez will manage, according to technical assessment:
- Repair of the product.
- Replacement of one or more affected parts.
- The warranty covers labour, parts and travel, provided that the defect is covered by the statutory warranty.
- Manufacturing or assembly defects.
- Structural faults not resulting from misuse.
- Faults in mechanisms (drawers, guides, opening systems, reclining or electric) when they do not correspond to normal wear and tear.
- Exhibition/outlet products with specific conditions of sale, with the warranty limited to defects not visible at the time of purchase.
- Damage caused by knocks, falls, misuse, incorrect handling or lack of maintenance.
- Assemblies carried out by unauthorised third parties.
- Damage caused by moisture, excessive heat, prolonged exposure to sunlight, chemicals, or unsuitable environments.
- Natural wear and tear from use, such as:
- Progressive settling or softening of foam in sofas and armchairs.
- Stretching of tissues and appearance of natural wrinkles.
- Gradual loss of firmness in mattresses and pillows.
- Characteristics specific to natural materials such as wood, marble or fibres:
- Veins, knots, colour variations, microcracks or movements due to environmental changes.
- Upholstery with stains, scuffs, damage caused by pets or other domestic accidents.
Specific conditions depending on the type of product
- The gradual softening of foams is normal behaviour.
- Some fabrics may crease or sag with use, especially on larger seats.
- This behaviour is common in natural fabrics (linen, cotton, etc.) and in cushions filled with feathers or loose fibres.
- Pilling (bobbles) can occur due to external friction, such as continuous contact with blankets, sheets or other fabrics. Covering the sofa does not increase its durability and, in some cases, can cause friction or cross-contamination between fabrics, depending on the material.
- These characteristics are not considered manufacturing defects.
- They offer a softer, more relaxed and less rigid finish than conventional foams. Creases may form on the seat with use.
- They require regular maintenance by fluffing and plumping the cushions.
- Temporary loss of volume, a casual appearance or the need to fluff up the cushions are part of their natural behaviour and are not considered defects.
- For hygiene reasons, only incidents due to manufacturing defects will be dealt with.
- Incidents are not handled for subjective comfort, natural softening of the core, or marks resulting from normal use.
- It should be noted that bed bases/bed frames must be in good condition so that they do not negatively affect the durability and condition of the mattresses.
- Variations in tone, grain and knots: Each item is unique. Differences from the display item or photographs are not grounds for return once the product has been unpacked.
- Environmental conditions: It is important to keep the furniture in stable environments, avoiding exposure to sudden changes in temperature or humidity, as well as proximity to sources of extreme heat, cold or air conditioning.
- Natural ageing: Some items evolve over time, becoming lighter in colour or developing micro-cracks in solid wood or finishes such as microcement, without affecting their functionality and/or safety.
- They require proper maintenance to preserve their properties.
- They should not be permanently exposed to sunlight, rain or humidity.
- It is advisable to use protective covers when not in use.
- Sunshades should not be left open in windy or adverse weather conditions.
- Colour loss, surface oxidation or damage caused by continuous exposure are not considered manufacturing defects.
After-sales service and incidents
- The customer must inspect the packaging and the product upon receipt.
- Visible damage must be noted on the delivery note before signing. Signing implies acceptance of the condition of the product.
- No subsequent claims will be accepted for visible damage or damage caused during transport that is not noted on the delivery note.
- Incidents must be reported as soon as possible after delivery.
- To initiate the claim, you can contact us by telephone or in person. You will need to provide:
- Order/customer number or proof of purchase.
- Photographs and/or videos clearly showing the problem.
- Description of the defect or incident detected.
- For assembled products, all parts and fittings must be kept until the issue has been resolved.
- Technical assessment to determine whether it is a manufacturing defect, transport damage or an incident not covered by the warranty.
- In the event of a positive assessment, the first option will be to repair the product or replace the defective part(s).
- Other alternatives will be considered if it is not possible to resolve the incident, with the aim of ensuring customer satisfaction.
- Priority given to repairing or replacing parts rather than replacing the entire product.
- Resolution times may vary depending on:
- Availability of spare parts.
- Manufactured to order.
- Technical and logistical agenda.
- The customer will be informed of the status of their incident via email or WhatsApp.