warranty terms

At Hohm Sweet Design, we are manufacturers of high-quality materials and products, which undergo rigorous controls before leaving our factory. By signing the Receipt of Satisfaction form, you certify that you have purchased and received a product of excellent quality, in perfect condition, and that it matches the materials, colors, and design selected at the time of purchase through our website or in our store.

Below are the terms under which we will recognize and fulfill the warranty that all our customers are entitled to. The quality warranty covers the good condition of the products and their compliance with the inherent characteristics, meaning the product’s suitability to meet the needs for which it was produced and offered.

Our products come with a warranty of one (1) to three (3) years from the date of delivery, unless delayed due to reasons attributable to the consumer, in which case it will be counted from the date of purchase. This warranty covers manufacturing defects that affect the functionality and safety of the product under normal usage conditions. During this period, Hohm Sweet Design acknowledges its customers’ right to request warranty service under the following conditions:

It is not essential to present the purchase invoice; however, the customer must provide us with the details indicated on the website at the time of acquiring the product, via email at hello@hohmsweet.com or by mobile phone at 8365 4796, informing us of the issue with the product. The warranty of any product will be subject to a prior technical diagnosis carried out by our expert staff, so it will be essential for the customer to allow inspection of the product in person. For warranty processing of an installed product, a verification technical visit will be scheduled.

All requests will be addressed within a maximum of fifteen (15) business days from receipt of the request. Therefore, please note that you must deliver the product directly to our Technical Service workshop in Escazú, Guachipelin, for a diagnosis to evaluate if warranty repair applies. If so, the repair process will be carried out within thirty (30) business days from the date we receive the product.

If, after the technical diagnosis, the warranty for the product is deemed applicable, the repair will be made free of charge, and the required spare parts will be supplied in a timely manner. If the product cannot be repaired, it will be replaced with another of the same kind or a refund of the money paid will be issued.

In the previously described case, the consumer delivering the product for warranty must sign the service order form, which will indicate the date and condition in which our staff receives the item. If the same issue recurs, and after a prior technical diagnosis, Hohm Sweet Design grants its customers the option to decide whether they want a new repair, a refund of the price paid, or an exchange for another product of the same kind or similar characteristics. The refund or exchange will be completed within thirty (30) days from the date of the consumer’s express request.

The warranty will not be applicable if the issued diagnosis indicates that the defect, damage, or issue with the product is attributable to a third party, due to improper use or mistreatment by the consumer, or due to force majeure or fortuitous events; if the consumer did not follow the installation, usage, or maintenance instructions provided at the time of purchase and in the warranty; if it involves discoloration or deterioration caused by prolonged exposure to sun, rain, or humidity, as well as by pigmenting liquids, oils, or corrosive products; or if the situation justifying the complaint or claim does not correspond to a failure in the quality of the product.

Exclusions from the warranty.

The warranty does not cover normal wear and tear of the materials, nor abuse, mistreatment, or improper use, nor damages caused by failure to follow the recommendations for the care and maintenance of the product, improper storage, or modifications or additions to any component of the product.

Our products are handmade and made from 100% natural woods, so they may display grains, knots, and different fibers within the pieces of the same product or batch, which do not constitute quality defects. Exposure or contact of the wood with external agents such as weather, sun, humidity, hot elements, or water can cause expansions or slight changes in the color and texture of the materials; these events are not covered by the warranty.

Additional observations on the warranty.

The warranty described here, as well as local legal provisions related to Consumer Rights, are only valid within Costa Rican territory. When the reported complaint or defect by the consumer is not applicable, or not covered by the warranty, or has expired, the customer will bear the cost of any review, diagnosis, repair, and/or replacement parts required for the item.

The images presented in the renders or 3D models are digital graphic representations and approximations of the positions, dimensions, proportions, colors, design, and textures of the products offered, according to the specifications provided by the consumer and measurements taken during prior visits. The final product is handmade and made of natural wood, so some of its characteristics may not be perceivable in the 3D model.

Validity of the warranty

Our warranty is valid for manufacturing defects or material failures. The validity is 36 months after the product is delivered. We do not cover mistreatment or damages caused by poor maintenance, which may occur due to prolonged exposure to sun, rain, or humidity. Additionally, you should be cautious with pigmenting liquids, oils, fabrics, or corrosive products. Remember that the wood finish can be either closed pore or semi-open pore.