Stokke® offers a standard 2-year warranty for its products, with the option to extend this to 3 or 7 years for products which are eligible for an Extended Warranty. Even without registering products for the voluntary Extended Warranty, any product will maintain its 2-year standard warranty - the Extended Warranty is not a requirement. It is important to note that both the regular warranty as well as the Stokke® Extended Warranty are both conditional upon imagery of the following being provided:
- A valid proof of purchase (including the name of the seller, clear purchase date & itemized list with products purchased & amount paid)
- A valid serial number
The warranty is valid for any production defect found within the product. It is important to distinguish production defects from other issues which could appear on the product, as the warranty is not applicable to any damages caused by the user or any general wear-and-tear that has resulted from regular usage of the product.
The vast majority of Stokke® products will never experience any issues, especially if they are well maintained. In case defects are found, Stokke® will determine the solution based on available resources. Where possible, Stokke® will generally offer:
- Repair service
- Replacement parts
- Replacement products
The solution offered by Stokke® will always be the fairest option depending on the situation. If the issue can be resolved with an easily replaced spare part or repair service, this would be the most common solution. Stokke® has the right to insist on certain solutions if other proposed alternative solutions would be at a disproportionate cost to Stokke®.
The warranty and Extended Warranty are completely free of charge to customers of Stokke®, as long as the required imagery and evidence of defects are provided and presented within the warranty period. In case you have a valid warranty claim, please proceed to the Warranty & Claims form.
Symptoms of valid claims which may be covered by warranty include:
- Inability to assemble the product.
- In several cases there may be details which have not been fully followed within the User Guide. If you contact Customer Service, they will be able to assess this and guide you in the right direction if that is the case.
- Suspected damages or deformities found on the product.
- Certain plastic parts may include marks left behind by plastic mold injection gates which may be misinterpreted as defects - these are unavoidable side effects and strategically placed in locations that are not directly visible during regular usage.
- Discoloration on a brand new product.
- Attached components starting to break apart.
User-inflicted issues which are not covered by warranty are generally caused by:
- Incorrect assembly. This may include:
- Leaving Spacers or Wheel Brackets on the Sleepi™ when transitioning from Mini to Bed configuration.
- Not adhering to the instructions and warnings listed within the User Guide. This may include:
- Attaching third party items or accessories to products such as strollers that are not designed to maintain weight outside of designated locations.
- Attempting to remove obligatory warning labels, resulting in damages or undesired surface residue.
- Not maintaining the products in accordance with the cleaning instructions described in the User Guide. This may include:
- Water-damage on wooden products if moisture is not immediately wiped away.
- Molding if the product is not dried completely.
- Negligent usage. This may include:
- Dropping the product, causing it to break.
- Physical damages caused by third parties, such as airlines - in such cases, please claim this against the airline immediately. The Stokke® team can assist by providing documentation to assess the cost of replacement.
Wear-and-tear cases which are not covered by warranty may include:
- Natural fading of textile color.
- Pilling of textiles.
- This is directly related to the friction caused by the clothing of the child.
- Natural darkening of Natural-colored wooden parts.
- This also means newer Natural-colored wooden chairs (or spare parts) will not match the color of older wooden chairs. Newer chairs (or parts) will also darken over time, though this is a gradual process.
- Dents or damages appearing on products from bumping into furniture or other solid surfaces.