Warranty Information

What is covered

• · 12 months on ceramics, glassware, timber trays and wall décor.
• · 24 months on solid brass and natural stone pieces.
• · Faults in materials or workmanship that appear under normal domestic use.
• · Finishes that flake, crack or separate without external cause.

What is not covered

• · Accidental damage, drops, knocks and impact breakage.
• · Normal wear, including the natural patina that develops on brass.
• · Damage caused by outdoor use, damp environments or direct heat.
• · Damage caused by abrasive or solvent-based cleaning products.
• · Consumable items such as candles and faux stems, which are covered by our returns policy instead.

Natural variation is not a fault

Travertine, marble and hand-glazed ceramics vary from piece to piece. Differences in veining, tone and glaze pooling are characteristics of natural and hand-finished materials, and are not treated as manufacturing faults.

Making a warranty claim

Email support@heimdepot.store with your order number, a short description of the issue and clear photographs. We aim to respond within one business day. Where a claim is approved we will repair, replace or refund the item, and we cover all postage costs.

Your statutory rights

Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If a piece does not meet those standards you may be entitled to a repair, replacement or refund regardless of the warranty period above.