Our Process

Limited Warranty

Manufacturing Warranty

Gresham House products are warranted to the registered Designer who originally placed the order. All warranty inquiries must be submitted through the Designer from whom the furniture was purchased and must include the Sales Order number, photographs of the issue, and a description of the concern.

Gresham House warrants its products against manufacturer’s defects under normal residential use, subject to the terms outlined below.

Frames & Springs

Frames and springs are warranted against manufacturer’s defects under normal use for a period of 20 years.

Seat Cushions

Seat foam is warranted against manufacturer’s defects under normal use for a period of 7 years.

Seat cushions should be rotated and turned regularly. This warranty does not cover normal softening, settling, or comfort changes that occur with use.

Feather and Cloud cushions require regular fluffing. Compression and movement of feather fill are natural characteristics and are to be expected.

Back Cushions

Back cushions are warranted against manufacturer’s defects under normal use for a period of 5 years.

Back cushions should be rotated and maintained regularly. Feather and Cloud cushions require regular fluffing, and compression of the fill is part of their natural performance.

Sewing and Upholstery

Sewing and upholstery workmanship are warranted against manufacturer’s defects under normal use for a period of 1 year.

Mechanisms & Parts

Sofa bed mattresses, sofa bed mechanisms, swivel mechanisms, and similar parts are warranted against manufacturer’s defects for a period of 1 year.

Fabric, Leather, COM & COL

Gresham House does not provide warranty coverage on fabric, leather, COM fabric, or COL leather. Fabric and leather warranties are the responsibility of the specifier, supplier, or manufacturer.

Gresham House reserves the right to inspect materials and determine suitability for upholstery.

Transportation

• Transportation and delivery damage are excluded from warranty.
  Warranty claims requiring transportation will be covered by Gresham House for the first year. After the first year, transportation costs are the responsibility of the Designer.

Exclusions & Limitations

This warranty does not cover:

• Normal wear and tear, including fabric fading, pilling, stretching, crushing, or changes in cushion softness.
• Damage caused by misuse, negligence, accidents, alterations, improper care, or improper cleaning.
• Damage caused by exposure to excessive heat, humidity, sunlight, moisture, or unsuitable environmental conditions.
• Damage resulting from failure to properly maintain the product, including failure to rotate, turn, or fluff cushions as required.
• Pet damage, mold, mildew, or damage caused by improper ventilation or storage conditions.
• Transportation, delivery, or installation damage.
• Any commercial, rental, hospitality, or other non-residential use, unless approved in writing by Gresham House.

Limitation of Liability

Gresham House’s liability is limited to the repair or replacement of defective merchandise as outlined in this warranty.

Gresham House is not responsible for incidental or consequential damages, including but not limited to loss of use, lost profits, labor costs, delivery costs, installation costs, or other related expenses.

This warranty is the exclusive statement of warranty coverage provided by Gresham House. No other express or implied warranties apply unless confirmed in writing by Gresham House.

Terms & Conditions of Sale

Order Approval & Payment

• Sales Orders must be approved in writing by the Designer.  Email confirmation is acceptable.
• Orders will not be processed until all specifications are complete, including fabrics, finishes, dimensions, and any other required details.
• A 50% deposit is required upon order confirmation to initiate production.
• Payments are accepted as e-transfer, cheque, Visa, Amex, or MasterCard.
• All payments made by credit card are subject to a 3% processing fee.  This fee applies to credit card purchases and transactions and will be shown on the invoice or payment receipt where applicable.
• The remaining balance is due upon notification or order completion.
• Bills of Lading for pick-up will not be prepared until the final balance has been received in full.

Production Timelines

• All Sales Orders will be assigned an estimated ship date.
• Production timelines and ship dates are estimates only and are subject to material availability, approvals, supply chain conditions, and production scheduling.
• Orders requiring CAD drawings, technical drawings, sit tests, or other approvals will not be scheduled until final written approval has been received.
• Gresham House will contact the Designer when the order is complete.

Cancellations & Changes to Orders

• Orders will not be processed or scheduled for production until all specifications are complete, including fabrics, finishes, and any other required details.
• Due to the custom nature of our work, confirmed orders may not be cancelled once production has begun or materials have been ordered.
• Requests for changes or cancellations must be submitted in writing prior to production.
• Approved changes may result in additional charges, revised production timelines, or forfeiture of deposit.
• Fabric orders are non-refundable.

Custom Orders

• Custom orders are made to order and production timelines may vary depending on approvals, material availability, fabric/leather receipt, and production scheduling
• All order details must be reviewed and confirmed in writing prior to production, including dimensions, finishes, fabrics, leathers, sectional configurations, and any other specifications.
• The Designer is responsible for verifying that all details are correct upon confirmation of the order.
• Production timelines and ship dates are estimates only

Shipping & Pick-Up

• Designers are responsible for the pick-up & delivery of their orders & must advise Gresham House in advance of pick-up date & carrier.  Pick-ups must be completed by professional delivery service or qualified carrier.
• All sales orders will be assigned an estimated ship date.  Production timelines and ship dates are estimates only and are subject to material availability, approvals, and supply chain conditions.  Gresham House will contact the Designer when the order is complete.
• Completed orders must be picked up within two (2) weeks of notification.  Failure to pay the balance or arrange pick-up within this period will result in storage charges per piece, per partial or full week.
• Gresham House does not provide loading services. Delivery companies must send two people for pick-ups.
• Loading dock hours: 7:30am - 3:00pm.
• All pieces pass internal quality control inspection prior to packaging.
• Responsibility for goods transfers to the Designer or carrier upon pick-up.
• Any damage occurring after items have left Gresham House is the responsibility of the Designer or carrier.
• Gresham House is not responsible for ensuring furniture fits through doorways, openings, elevators, staircases, hallways, or other delivery access points.  Designers are encouraged to consult a professional mover if access concerns exist.
• A dimension variation of up to one inch (1") is acceptable within industry standards for handcrafted furniture.
• Responsibility for goods transfers to the Designer or carrier upon pick-up.  Any damage occurring after items have left Gresham House is the responsibility of the Designer.

Packaging

• Furniture is shrink-wrapped for white-glove delivery unless otherwise specified.
• Additional packaging for transport is available at an additional charge, and a quote can be provided upon request.

Fabric & Leather Specifications

• Customer’s Own Material and Customer’s Own Leather must be received within the required timeline to avoid production delays.
• Gresham House reserves the right to inspect all fabric and leather and determine its suitability for upholstery.
• Gresham House provides no warranty on fabric or leather. Fabric and leather warranties are the responsibility of the specifier, supplier, or manufacturer.
• Gresham House reserves the right to refuse materials deemed unsuitable for upholstery. If a Designer or client chooses to proceed with a material against recommendation, a signed waiver may be required.
• Certain fabrics may require backing for upholstery use, which may be arranged by the Designer or by Gresham House for an additional charge.
• Additional charges may apply for COL, multiple fabrics or leathers on a single piece, specialty applications, fabric backing, or other custom upholstery requirements.
• When specifying leather or vinyl, certain styles may require topstitching, nail head trim, or additional construction details, which will be quoted as required. 

Exposed Wood

• Standard wood species include Maple, Walnut, and Red Oak, as noted per style. Ash and White Oak are available by custom quote.
• As natural materials, wood components may accept stain differently, and stain appearance will vary by species.
• Stain samples should be reviewed for general confirmation; however, variations may occur due to the natural characteristics of wood.
• All visible wood components are solid wood unless otherwise specified. Veneers will only be used where explicitly noted.