Warranty & Customer Service
How long is the warranty valid for Sihoo products?
How long is the warranty valid for Sihoo products?
Our products are covered by a three-year warranty period, which begins on the date of purchase.
Which components are covered by the warranty?
Which components are covered by the warranty?
Our warranty covers all parts and components of our products – including, but not limited to, the gas spring, mechanism, armrests, casters and the backrest frame.
Which cases are excluded from the warranty?
Which cases are excluded from the warranty?
Damage caused by improper use, intentional damage, or normal wear and tear is excluded from the warranty. In such cases, we will gladly offer you a paid replacement of the affected parts.
How do I report a warranty claim? What information is needed?
How do I report a warranty claim? What information is needed?
Please contact our customer service and provide your order number or the email address used for your purchase. To ensure prompt processing, please describe the problem in as much detail as possible and, if possible, attach photos or videos of the defect.
How long does it take to process a warranty claim?
How long does it take to process a warranty claim?
Once the affected part has been identified, the replacement part will be shipped within 1–3 business days. If the part is not in stock at a local warehouse, it will be shipped from our production center. In this case, the delivery time will be extended by approximately 3–8 additional business days. Components that cannot be shipped by air freight will be included in the next delivery to our warehouse. For more detailed information, please contact our service team.
Are there any costs for repairs or replacement parts under the warranty? Who pays the shipping costs?
Are there any costs for repairs or replacement parts under the warranty? Who pays the shipping costs?
Within the warranty period, we will cover the costs of replacement parts and shipping, provided there is no misuse or intentional damage. In such exceptional cases, we reserve the right to contribute to the costs.
Does the warranty also apply to products purchased through third-party providers or retailers?
Does the warranty also apply to products purchased through third-party providers or retailers?
We offer a warranty on all original Sihoo products. If you purchased the product through a retailer, please contact the retailer directly first. If this is not possible, our customer service team will be happy to assist you – a valid proof of purchase (e.g., invoice) is required.
Is a paid repair offered after the warranty expires?
Is a paid repair offered after the warranty expires?
Yes, we also offer a paid repair and spare parts service even after the warranty period has expired. If the damage is not due to intent, we only charge for materials and, if applicable, a portion of the shipping costs. Our customer service team will assess each case individually to determine whether a repair or replacement is the best option and will gladly provide you with a quote.
Is it possible to purchase an extended warranty?
Is it possible to purchase an extended warranty?
We currently do not offer extended warranties. However, we thank you for your interest and will gladly take this information into consideration – we are reviewing such an option and it may become available in the future.
Repair & Spare Parts
Part of my chair (e.g., caster or armrest cushion) is broken – can I purchase individual replacement parts separately?
Part of my chair (e.g., caster or armrest cushion) is broken – can I purchase individual replacement parts separately?
If your product is within the warranty period and the damage was not caused by improper use, we will provide you with the replacement part free of charge. In this case, please contact our customer service department directly to clarify the details.
How can I order genuine spare parts? Where can I find the model numbers of the spare parts?
How can I order genuine spare parts? Where can I find the model numbers of the spare parts?
We currently do not offer separate sales of spare parts. For repair inquiries or spare parts needs, please contact our customer service department, who will be happy to assist you.
Is the installation of spare parts complicated? Are there instructions in text or video form?
Is the installation of spare parts complicated? Are there instructions in text or video form?
Don't worry – we provide detailed instructions in text and/or video form for replacing or installing spare parts, so you can easily carry out the installation yourself.
What should you do if the product is damaged upon delivery or parts are missing? How does the claims process work?
What should you do if the product is damaged upon delivery or parts are missing? How does the claims process work?
Should you discover upon unpacking that the product is damaged or missing components, please contact our customer service immediately. After reviewing the case, we will either send you a replacement product or resend the missing parts as quickly as possible.
Is an on-site repair service offered?
Is an on-site repair service offered?
We ask for your understanding that we cannot offer on-site service. Should you encounter any difficulties during use or installation, our customer service team is always available to find a suitable solution.
