Hooker Furniture stands behind the quality of their products. There is a warranty period of 1 year from the originating invoice date (some exclusions apply). The company does not offer a consumer level warranty and is between the factory and Metro Designs as the dealer. Designers please make sure your warehouses and consumers carefully inspect merchandise upon receipt. Generally, consumers sign off that the products are delivered in good condition, so be sure any issues are noted on the delivery receipt prior to the delivery company leaving. Transit and handling damage are not covered under the warranty, only defects in workmanship. If there is a material/quality defect in a piece please provide pictures of the defect(s) and a photo of the item in full view for ID purposes. The overseas suppliers require specific documentation to authorize any discounts to keep, repairs or replacements. We advise clients that to take many photos. You can never have too many pictures, but you can have too few for the factory’s assessment. Also include a description of the issue and under what circumstances it was found (ie found by the receiving warehouse, or at the consumer’s home, carton condition, was the piece inspected upon receipt, etc.). As the dealer, Metro Designs will take the required information and will work with the factory to resolve the issue. Hooker Furniture is the final decision maker with respect to warranty/quality issues. Before replacement is considered:
- Local repair or touch up of a defect. The factory will cover repairs as necessary under a specific dollar amount. Repairs over the specified amounts must be backed up with photo documentation and pre-authorization.
- If there are replacement parts available, these must be tried first. The factory will reimburse for installation of the replacement part.
- Discounts to keep. The factory can offer incentive credits to keep a piece “as is” which is the quickest/easiest solution. The incentive varies depending on the nature of the issue.
- If options 1 – 3 are insufficient, then replacement is considered. In such cases, the factory will issue a replacement and cover freight to a receiving warehouse. Hooker Furniture does cover re-delivery charges into the consumer’s home. The designer and/or consumer is responsible for this charge. The original piece is required to be donated unless otherwise specified. All options are at the discretion and approval of Hooker Furniture.