Effective date: 30.06.2026
Warranty Policy
At Mōku, we take great care in selecting materials, working with skilled artisans, and ensuring every piece meets our quality standards before it leaves the workshop.
Because many of our products are handcrafted and made from natural materials, it is important to understand the difference between a manufacturing fault and the natural characteristics that make each piece unique.
Warranty
All Mōku products are covered by a 12-month warranty against manufacturing defects under normal residential use.
Should a genuine manufacturing issue arise within this period, we will review the situation and work towards the most appropriate solution. Depending on the nature of the issue, this may include a repair, replacement, replacement part, or another suitable remedy.
This warranty applies to the original purchaser only.
Manufacturing Defects
A manufacturing defect refers to an issue resulting from the production or construction of the product itself.
Examples may include:
Structural failure caused by faulty construction.
Defective hardware or joinery.
Significant material defects affecting normal use.
Products that differ substantially from the approved order specifications.
Every claim is assessed individually by our team.
Natural Materials
Mōku products are mostly crafted from natural materials including wood, rattan, bamboo, linen, cotton, bannana fiber, leather, stone, resin, shell, and metal. Natural materials are valued for their individuality. Variations in colour, grain, texture, weaving, pattern, and finish are part of their character and should be expected. No two pieces will ever be exactly alike.
The following are considered natural characteristics rather than defects:
Variations in colour and grain.
Natural knots and markings.
Small surface cracks or checking.
Variations in weaving and fibre density.
Natural movement caused by changes in humidity.
Colour changes through ageing and sunlight exposure.
Patina development in wood and leather.
Minor variations resulting from handcrafted production.
For more information about caring for natural materials, please refer to our Care & Maintenance Guide.
Climate & Environmental Conditions
Our products are crafted using natural materials that continue to respond to their environment over time. Changes in humidity, temperature, seasonal conditions, heating systems, air conditioning, and sunlight exposure may cause materials to expand, contract, develop small cracks, shift in colour, or show other signs of natural ageing. These changes are a normal part of how natural materials behave and are not considered manufacturing defects.
What's Not Covered
The warranty does not cover:
Normal wear and tear.
Accidental damage.
Improper use or neglect.
Incorrect assembly or installation.
Damage caused by unsuitable cleaning products.
Damage caused by excessive moisture, flooding, or extreme dryness.
Damage caused by prolonged exposure to sunlight or heat.
Scratches, dents, stains, and marks resulting from everyday use.
Natural ageing of materials.
Repairs or modifications carried out by third parties.
Following the recommendations in our Care & Maintenance Guide will help ensure the longevity of your furniture and décor.
Shipping Damage
Every piece is inspected before it leaves the workshop and carefully prepared for international transport.If your order arrives with visible transport damage, please contact us within 48 hours of delivery and include:
Your order number.
Photographs of the packaging.
Photographs of the damage.
A brief description of the issue.
We will work with you and our logistics partners to find the most appropriate solution.
Returns
We encourage customers to carefully review dimensions, materials, finishes, and lead times before placing an order.
If you are located within the European Union, your statutory consumer rights remain fully applicable.
Because many of our products are made to order, return eligibility may vary depending on the product and the level of customization involved.
If you have any questions before ordering, we're always happy to help.
Made-to-Order & Custom Products
Most Mōku pieces are crafted specifically for each customer.
Once production has started, orders for custom or made-to-order products cannot be cancelled, returned, or exchanged. This includes products made with custom dimensions, materials, finishes, fabrics, colours, or other personalised specifications. If you need to make changes to your order, please contact us as soon as possible. If production has not yet begun, we will do our best to accommodate your request.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders can generally be cancelled before production begins. Once materials have been sourced, production has started, or products have been reserved specifically for your order, cancellation may no longer be possible.
Where cancellation is approved, any costs already incurred may be deducted from the refund.
Questions
If you have any questions regarding warranty coverage, returns, cancellations, or an existing order, please contact us at studio@houseofmoku.com.
We are always happy to help and will do our best to find a fair and practical solution.
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