Guarantee Claims
What to gather and how a claim is reviewed, from first report through to resolution.
What you need to provide
Having these ready before you contact us gets a claim moving quickly.
Proof of purchase
The invoice or receipt for the chair. A valid invoice is required for every guarantee claim.
Batch ID
The batch ID number, found on the product label located underneath the footrest frame.
Description of the fault
A clear description of what has gone wrong, when it started, and anything you have already tried.
Photos or videos
Supporting photographs and/or videos of the fault where possible. These speed up the investigation considerably.
Finding your batch ID
The batch ID number is printed on the product label located underneath the footrest frame. Turn the chair carefully onto its side or back to read it, and take a photograph of the label while you are there — it is the fastest way to confirm the model and production batch of your chair.
How a claim is handled
From your first report through to the resolution.
- 1
Gather your details
Collect your proof of purchase, the batch ID from the label underneath the footrest frame, a description of the fault, and any photos or videos.
- 2
Send us the claim
Contact us with everything above. If you bought the chair from one of our retail partners, please contact that retailer in the first instance.
- 3
We investigate
We review the information provided and investigate the cause of the fault.
- 4
We resolve it
Where a claim is approved, the required replacement parts are supplied free of charge. Repairs are carried out either directly or by an approved third-party service provider.
Where a claim meets the conditions of the guarantee, AUKOSD will provide a repair, replacement parts, a replacement product or another reasonable remedy, depending on the circumstances. Reasonable costs of handling a valid guarantee claim are borne by AUKOSD / PICK4U LTD.
Guarantee provider: PICK4U LTD, Company No. SC815333. Registered office: 9 Royal Crescent, Glasgow, Scotland, G3 7SP.
Customer service: info.us@aukosd.com
Territory: United Kingdom
This 5-Year Guarantee is in addition to, and does not affect, your statutory rights under UK consumer law.
What is not covered
The guarantee does not cover faults or damage resulting from:
- Accidental damage
- Misuse or abuse
- Unauthorised modification or repair
- Improper installation
- Normal wear and tear
- Liquid damage
- Fire
- Other external causes
Download the guarantee process
The full guarantee claim process document, covering the same information in its original published form.
Ready to report a fault?
Send us your proof of purchase, batch ID, a description of the fault and any photos or videos.