Guarantee
Built to last. Backed for life.
We stand behind every piece we make. Our Lifetime Guarantee covers defects in craftsmanship and materials for the expected life of the product, under normal residential use.
No registration required. No stress. Just real coverage that's simple to use.
What's covered
We’ll either repair, replace, or offer store credit (at our discretion) for issues that arise from:
- Structural or manufacturing defects
- Hardware or mechanism failures
- Problems from normal residential use
If your furniture stops working like it should - and it wasn’t misused, altered, or used in extreme conditions - we’ll make it right.
What's not covered
Just to be clear, this guarantee doesn’t apply to:
- Wear and tear from everyday use
- Cosmetic damage like scratches, dents, stains, or fading
- Damage resulting from improper assembly or cleaning
- Furniture that has been modified, altered, or misused
- Use in commercial or non-residential settings (like offices, rentals, hotels, or other shared spaces)
- Secondhand or resold items
Heads-up: The guarantee doesn't cover damage from improper use, even if it was unintentional. For example, if a shelf is overloaded beyond its intended weight, a stool is used as a step ladder, or a surface is cleaned with abrasive products that strip the finish, that's outside the scope of coverage. These are just a few examples. If you're unsure whether your issue qualifies, feel free to reach out.
How to make a claim
No serial numbers. No paperwork. No stress.
Just email us at help@nathanjames.com. Include your order number if you have it, and a photo or video of the issue.
And don’t worry - we won’t ask you to send anything back.
In most cases, we don't need the item back. That means no disassembly and no repackaging. If there’s ever an exception, we’ll make it easy and transparent.
If you purchased from Amazon or another retailer, we may ask for a receipt so we can verify your purchase. That’s it.
We’ll take care of the rest.
Lifetime Guarantee FAQs
What does “lifetime” actually mean?
Our guarantee lasts for the reasonable lifetime of the product - that is, how long it’s expected to function with normal use in a home environment. It doesn’t expire after a set number of years. It’s designed to last and we’ll stand behind it the whole way. But like anything well-loved, furniture eventually reaches the end of its natural life. When it does, that falls outside the guarantee.
- The guarantee applies only to the original owner
- It's not transferable or valid for secondhand purchases
- Coverage ends when the product reaches the end of its usable life
If you're unsure, reach out and we'll give you a clear answer.
Do I need to register to be covered?
Nope. Registration is optional. Every Nathan James product is automatically covered. Registering just helps us pull up your info faster, especially if you didn’t buy directly from our site.
Do I need a receipt to make a claim?
If you bought directly from us, we can usually look you up by name or email.
If you purchased from Amazon or another retailer, we may ask for a receipt or proof of purchase so we can verify your claim.
Do I need to send photos or video?
Yes. Photos (or a quick video) are the only thing we really need to process a claim. If you bought from Amazon or another retailer, we may also ask for a receipt just to confirm the order.
We’re not trying to make things difficult. We just want to understand exactly what went wrong so we can make it right. Your photos help us spot patterns, track recurring issues, and improve future versions of our products. They’re how we turn one bad part into a better product for everyone.
If you’re ever unsure what to send, just reach out and we’ll guide you.
What’s considered “wear and tear”?
Wear and tear is the natural aging that happens over time - even to great furniture. A wrinkle in the seat cushion, fraying on a seagrass weave, or scuffs on a table leg aren’t defects. They’re signs your piece is being used, moved, and enjoyed.
Here are a few common examples of wear and tear we don’t cover:
- Fading or discoloration from sunlight
- Wrinkling or softening of cushions
- Fraying of seagrass or rattan
- Surface scratches or scuffs
- Pilling or fuzz on fabric from use
- Stains from spills, rings, or cleaning products
- Subtle joint looseness over time
If something breaks or stops functioning like it should, that’s different and we’ll always take care of it. But visible signs of long-term, everyday use aren’t considered defects.
What’s the difference between a “problem from normal use” and “normal wear and tear”?
Problems from normal use are unexpected failures in how something functions, even when it's being used correctly. For example: a drawer that stops sliding, a leg that loosens and won't re-tighten, a shelf bracket that breaks during normal use, or a table leg that splits or cracks under typical weight load. These are covered by the guarantee.
Normal wear and tear means the visible aging that happens over time when furniture is being lived with and loved. You can find some examples of wear and tear in the FAQ above. These are not covered by the guarantee.
What if I assembled it wrong or lost a part?
Mistakes happen. We get it. If something breaks due to assembly error or you accidentally lose a piece, reach out. Even if it’s not technically covered, we’ll do our best to help you get what you need
Can I request a replacement if I bought it secondhand?
We only cover purchases made new, by the original owner, from Nathan James or one of our authorized retail partners.
How long does it take to get a replacement?
Once we’ve got what we need to verify the issue, most replacements ship within a day. If an item is out of stock or discontinued, we’ll offer store credit.
What if my item arrived damaged?
In the rare event your item arrives damaged, we’ve got you.
If you purchased from our website, just send us a photo within a few days of delivery and we’ll make it right. That usually means sending a replacement part or a new item, no red tape and no return required.
While delivery damage is often out of our hands, we’ll still take full responsibility on your behalf. We’ll also work with the carrier behind the scenes to figure out what went wrong so you don’t have to.
If you purchased from a retailer such as Amazon or Wayfair, start by reaching out to them directly. While we don’t manage their delivery process, we’re always happy to help however we can. Just send us a note and we’ll point you in the right direction.