It’s a fair worry: you’ve just ordered a sturdy urban bench for your street-side project, and when the delivery truck pulls away, you notice a cracked leg or a scratched seat. The immediate question is, “Who pays for this?” Here’s the honest, straightforward answer about our policy.
First, the good news: yes, we absolutely cover replacement costs for a street bench that arrives damaged. We stand behind the quality of our products from the moment they leave our warehouse until they’re safely in your hands. If your urban bench arrives with visible damage—such as a broken frame, dented metal, chipped wood, or even a manufacturing defect that becomes obvious within the first inspection—we will replace it at no extra cost to you.
Now, here’s how it works in practice. The moment you unpack your bench and spot damage, take clear photos and a short video showing the issue, the packaging, and any visible impact points. Then, reach out to our customer support team within 48 hours of delivery. We ask for this window because it helps us work with the shipping carrier to file a damage claim. Once we receive your documentation, we’ll either ship a replacement bench directly or issue a full refund for the damaged unit, including the original shipping cost.
However, there are a few important details. The coverage applies to damage that occurs during transit—that is, damage from the courier, rough handling, or accidental drops. It does not cover damage caused by improper assembly, misuse after delivery, or wear from extreme weather if you leave the bench outdoors without applying the recommended protective treatment. For street benches specifically, we also recommend inspecting the mounting hardware and base after delivery, as some shifting in transit can loosen parts, but this is easily tightened—not a replacement-reason.
If you’re wondering about partial damage—say a small scratch or a minor cosmetic blemish—we typically offer a partial refund or a discount rather than a full replacement, unless the damage compromises the bench’s structural integrity. And if the entire bench is unrepairable? We’ll rush a new one to you, often within the same week.
In short: rest easy. We’ve designed our urban bench shipping process with protection in mind, and if something goes wrong, we’ll make it right. Just document, report quickly, and we’ll handle the rest—no hidden fees, no runaround. Your street bench should arrive ready to welcome the public, and we’re committed to that promise.