Coverage · 5 years
5-Year Limited Warranty
Tiered coverage for the Togo line: what is covered, what is excluded, and how to claim.
Last updated May 14, 2026
- Frame & internal structure
- 5 years
- Cushion fill, foam & suspension
- 3 years
- Upholstery defects
- 3 years
All three periods start on the delivery date recorded by our carrier, FedEx International.
Start here
The short version.
- 01Every Togo piece carries a 5-year limited warranty, tiered by component.
- 02It covers manufacturing and material defects, not normal wear, cosmetic change, accidents, or misuse.
- 03Original purchaser only. The warranty does not transfer if the piece is resold.
- 04Custom configurations are covered exactly the same as standard pieces.
- 05EU and UK customers also hold statutory rights that apply independently of this warranty.
The line
What is covered, and what is not.
Covered
Defects in materials and workmanship that affect normal use, within the relevant tier period.
- Frame. Broken joints, cracked structural components, failed welds, and separation of frame members under normal use.
- Cushions & springs. Premature foam collapse, broken springs, suspension webbing failure, and cushion-cover seam failure on the inner construction.
- Upholstery. Manufacturing defects in the leather, fabric, or velvet covering, such as material tearing under normal stress, defective stitching, or dye lot failure.
Not covered
Everything that comes from living with the piece rather than from how it was made.
- Normal wear and tear, including compression, softening, and slight color change over time
- Cosmetic changes from regular use, such as small scratches, surface marks, and hairline cracks in leather
- Damage from accidents, drops, sharp objects, spills, or misuse
- Sun fading, heat damage, or proximity to radiators and fireplaces
- Pet damage such as scratches, chewing, or urine staining
- Stains from food, ink, makeup, or other household substances
- Damage from improper cleaning agents, so always follow the Care Guide
- Modifications, repairs, or alterations performed outside Pumela’s authorized service
- Commercial or contract use, unless explicitly purchased under a commercial program
- Damage during third-party transport, for example moving between homes
The Togo Care Guide lists the cleaning agents and conditions that keep coverage intact.
Claims
How to make a claim.
- 01
Email us
Write to [email protected] with the subject "Warranty claim: order #XXXX".
- 02
Send the evidence
Include your order number, the delivery date, a description of the issue, and 3 to 5 clear photos of the defect plus one wide shot of the whole piece.
- 03
We respond in 2 business days
We may ask for extra photos, a short video, or a video call with an inspector when the issue is harder to diagnose.
- 04
We resolve it
Once we confirm a covered defect we repair the piece, send replacement parts, or issue a full replacement at our discretion when neither is practical.
- 05
Shipping is on us
We cover shipping for every part and replacement sent to you. If the original piece has to come back, we send a prepaid label.
Fine print
The rest of the terms.
Who is covered
The warranty extends to the original purchaser only and is non-transferable. If you resell or give away your Togo, the warranty does not follow it to the new owner. Proof of purchase, an order number or the order confirmation email, is required for any claim, so keep that email somewhere you can find it.
Customized orders
Pieces built in the Togo configurator carry the same 5-year limited warranty and the same tiered coverage as standard collection pieces. Customization never reduces coverage, and material and workmanship defects are treated identically.
What we will do
At Pumela's discretion, for any covered claim, we will do one of the following:
- Repair the affected component in place
- Send a replacement part for self-install, with instructions
- Pick up the piece for in-facility repair
- Replace the entire piece when repair is not practical
- Refund the original purchase price if no other resolution is possible
The remedy reflects the practical fix for the defect. Not every claim warrants a full replacement, and we recommend the option that gets you back to a great-looking piece fastest.
EU and UK statutory rights
If you live in the EU, UK, or EEA, you also hold a statutory legal guarantee of conformity: a minimum of 2 years in most EU member states, and 6 years in the UK for “not as described” claims, under the EU Consumer Rights Directive and the UK Consumer Rights Act 2015. Those rights apply independently of this voluntary warranty, and whichever provides more coverage governs the relevant claim.
Still deciding?
Five years of coverage, on every module we make.
Loveseat, three seater, corner, fireside chair, ottoman. Same silhouette, same warranty, whichever configuration you land on.
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