We stand behind the quality of every outdoor piece we craft. Our products are designed with care, rigorously tested, and built for real life outdoors. While issues are rare, we know they can happen. Our warranties are here to protect you, ensuring your outdoor space remains a place to relax and enjoy.

Because each category uses different materials and technology, warranty periods vary by product type and collection. Please see the detailed terms below.

Tip for a Smooth Process: Keep your receipt or order confirmation email safe! This helps us locate your details quickly, especially if you purchased through a showroom or partner store.

Our warranty applies under the following conditions:

• Original Purchaser: Coverage is non-transferable and applies only to the original buyer.
• Residential Use: Products must be used in a standard residential setting (commercial use is not covered).
• Location: Applicable only to orders delivered within New Zealand.
• Timeframe: Coverage begins on the exact date of delivery.

If you experience a manufacturing fault, we are committed to making it right. Here is how we handle claims:

• Assessment: We will ask for clear photos, a short video, and a brief explanation of how the product was cared for to properly understand the issue and confirm it is a manufacturing defect.
• Repair First: Whenever possible, we will arrange a professional repair before considering a replacement.
• Replacements: If a repair isn't possible and your exact model is unavailable, we may offer a comparable replacement.
• Refunds: If a replacement isn't viable, or if the remaining warranty period is less than 12 months, we may offer a partial refund. This refund is calculated as a pro-rated percentage based on the time remaining on your warranty.

To keep things transparent, our warranty does not cover issues resulting from circumstances outside of our manufacturing control. This includes:

General Wear & Accidental Damage

• Normal wear and tear (e.g., minor scratches, scuffs, or the natural softening of cushions over time).
• Accidental damage, neglect, or failure to follow our care and safety guides. (Note: We’re still happy to help quote paid repair options if this happens!)
• Glass breakage from accidental impact.
• Degradation of cushion details, such as zips and loose filling, after extended use.

Environmental & Heat Damage

• Damage caused by extreme weather, natural disasters, or force majeure events.
• Heat or magnification damage (e.g., melting or scorching from reflective surfaces, glass, or intense localized heat).

Modifications & Specific Items

• Any items that have been modified, altered, or repaired by unauthorized parties.
• Minor color or texture variations that fall within standard manufacturing tolerances.
• Ex-display items sold strictly "as seen."
• Complimentary items, promotional gifts, or free weather covers.

Email support@livingculture.co.nz with:

1. Your order number/receipt, and
   
2. Clear photos or a short video of the issue.
   

Once verified, we’ll arrange one of the following (in order): repair, component replacement, comparable replacement, or refund—depending on what’s most appropriate and available.

Aluminium Frames

Warranty Period: 10 years from date of purchase

Covers: Cracked or broken frames, failed welds, or structural loosening under normal use.

Not Covered: Minor scratches or finish wear, damage from impact or improper use.

Powder-Coated Finish

Warranty Period: 5 years

Covers: Peeling, blistering, or corrosion not caused by abrasion or chemical exposure.

Not Covered: Small chips or scratches from normal handling.

Teak & Timber Components

Warranty Period: 5 years

Covers: Cracks or splits that affect structural integrity.

Note: Colour change to silver grey and minor surface checks are natural and not covered.

Rope / Olefin / Fabric Components

Warranty Period: 3 years

Covers: Fading, tearing, or seam failure from defective materials or workmanship.

Not Covered: Stains, mildew from improper care, or damage from abrasive cleaners.

Cushions & Foam

Warranty Period: 3 years

Covers: Abnormal loss of shape or foam resiliency under normal use.

Not Covered: Natural softening over time or fabric wear.

Hardware & Glass

Warranty Period: 2 years

Covers: Connector failure or glass manufacturing defects.

Not Covered: Accidental breakage or surface scratches.

Covered Products: Aluminium pergolas, motorised roofs, side screens and accessories.

Aluminium Structure

Warranty Period: 10 years

Covers: Structural damage, frame cracking, or corrosion from defective materials.

Conditions: Pergola must be installed and anchored per Living Culture instructions.

Powder-Coated Finish

Warranty Period: 5 years

Covers: Peeling or blistering of the finish under normal outdoor conditions.

Motor / Louvre Mechanisms

Warranty Period: 3 years

Covers: Motor failure or louvre malfunction caused by manufacturing defects.

Not Covered: Damage from debris build-up, misuse, or unauthorised alteration.

Covered Products: Cantilever and centre-pole umbrellas, bases and canopies.

Frame & Mechanism

Warranty Period: 5 years

Covers: Cracked ribs, mast failure, or mechanism malfunction under normal use.

Not Covered: Damage from high winds or improper anchoring.

Canopy Fabric

Warranty Period: 5 years

Covers:
This limited warranty covers excessive fading of the canopy fabric resulting only from defective materials under normal outdoor use and exposure.

Not Covered
Scratching, excessive wear and tear, natural ageing, gradual colour change, soiling, stains, mildew resulting from environmental conditions, damage caused by wind, wind-blown debris, misuse, improper care, chemical exposure, or extreme weather conditions.

Finish & Hardware

Warranty Period: 3 years

Covers: Peeling, blistering, or corrosion of frame finish under normal conditions.

Aluminium Structure

Warranty Period: 5 years

Covers: Structural damage, frame cracking.

Conditions: Awning must be installed and anchored per Living Culture instructions.

Canopy Fabric

Warranty Period: 5 years——100% Solution Dyed Acrylic Fabric, 10 years——100% Solution Dyed French Dickson®Acrylic Fabric

Covers: Fading.

Not Covered: Weather soiling, stains, or damage from wind-blown debris.

Motor

Warranty Period: 5 years

Covers: Motor failure caused by manufacturing defects.

Not Covered: Damage from debris build-up, misuse, or unauthorised alteration.

Aluminium Structure

Warranty Period: 25 years

Covers: Structural damage, frame cracking, or corrosion from defective materials.

Conditions: Glasshouse must be installed and anchored per Living Culture instructions.

Fittings

Warranty Period: 2 years

Covers: Cracked or broken, failed welds, or structural loosening under normal use.

Not Covered: Accidental breakage or surface scratches.

Warranty Period: 1 year from date of purchase

Covers:

Defects in materials or workmanship that cause the product to fail structurally or functionally under normal residential use.

Not Covered:

• Normal wear, fading, or weathering from exposure
  
• Accidental damage, misuse, or modification
  
• Cosmetic blemishes such as scratches or surface marks that don’t affect performance
  
• Damage from improper installation, storage, or cleaning