5-Year Limited Warranty

Your Pumela 5-year limited warranty begins on the delivery date recorded by our carrier (FedEx International). The exact tier coverage depends on the component:

Defects in materials and workmanship that affect normal use of the piece, within the relevant tier period:

• Frame — broken joints, cracked structural components, failed welds, separation of frame members under normal use.
• Cushions & springs — premature foam collapse, broken springs, suspension webbing failure, cushion-cover seam failure on the inner construction.
• Upholstery — manufacturing defects in the leather / fabric / velvet covering (e.g. material tearing under normal stress, defective stitching, dye lot failure).

The warranty does not cover:

• Normal wear and tear (compression, softening, slight color change over time)
• Cosmetic changes from regular use — small scratches, surface marks, hairline cracks in leather
• Damage from accidents, drops, sharp objects, spills, or misuse
• Sun fading, heat damage, or proximity to radiators / fireplaces
• Pet damage (scratches, chewing, urine staining)
• Stains from food, ink, makeup, or other household substances
• Damage from improper cleaning agents (always follow the Care Guide)
• Modifications, repairs, or alterations performed by anyone outside Pumela's authorized service
• Commercial / contract use unless explicitly purchased under a commercial program
• Damage during third-party transport (e.g. moving between homes)

The warranty extends to the original purchaser only and is non-transferable. If you resell or give away your Togo, the warranty does not transfer to the new owner.

Proof of purchase (order number or order confirmation email) is required for any warranty claim. Keep your confirmation email — we recommend starring it.

Customized Togo configurations (Build Your Togo, Togo Configurator) carry the same 5-year limited warranty and the same tiered coverage as standard collection pieces. The customization itself doesn't reduce coverage — material defects and workmanship defects are treated identically.

1. Email support@pumela.com with subject “Warranty claim — order #XXXX”.
2. Include: your order number, delivery date, description of the issue, and 3–5 clear photos showing the defect plus a wide shot of the whole piece.
3. Our team responds within 2 business days with next steps. We may request additional photos, a video, or — for harder-to-diagnose issues — schedule a video call with an inspector.
4. If we confirm a covered defect, we'll repair the piece, send replacement parts, or — when neither is practical — issue a full replacement at our discretion.
5. Shipping costs: we cover shipping for parts and replacements sent to you. If we need the original piece returned, we send a prepaid label.

At Pumela's discretion for any covered claim, we will:

• 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 if repair isn't practical
• Issue a refund equivalent to the original purchase price if no resolution is possible

The remedy reflects the practical fix for the defect — not all claims warrant a full replacement, and we'll always recommend the option that gets you back to a great-looking piece fastest.