Office Chair After-Sales Guarantee

The after-sales guarantee for office chairs mainly includes three aspects: the Three Guarantees Policy, common after-sales services, and special warranties for high-end brands.

I. Three Guarantees Policy
The Three Guarantees Policy is the core framework of after-sales guarantee for office chairs, covering repair, replacement, and refund services.

1. Three Guarantees Period: The warranty period for the entire chair is usually 1 year, starting from the date of invoice issuance. The warranty period for major components (such as the backrest, seat, and gas lift) may be longer, subject to the warranty card or instruction manual.
2. Repair: Quality issues not caused by human factors during the Three Guarantees period can be repaired free of charge. After repair, normal use for more than 30 days must be guaranteed. If the repair is delayed due to a shortage of spare parts or the repairer's fault, the seller should replace the product with the same model free of charge.
3. Replacement: If performance failures occur within 7 days of sale, the product can be returned, replaced, or repaired. Within 15 days, replacement or repair can be chosen. If the product still cannot be used normally after two repairs during the Three Guarantees period, the seller should replace or return it free of charge.
4. Refund: If the product is returned due to performance failures within 7 days, the seller must provide a full refund. During the Three Guarantees period, if the conditions for replacement are met but there is no product of the same model, or if the consumer does not wish to replace it, the seller should return the product and charge a depreciation fee as required.
   Exceptions: Damage caused by improper use, unauthorized disassembly, lack of valid proof, model mismatch, or force majeure (such as natural disasters) is not covered by the Three Guarantees Policy, but paid repairs are available.

II. Scope and Content of Common After-Sales Services

1. Consultation and Guidance: Brands provide professional customer service guidance for functional adjustments (such as height adjustment, reclining, and armrest adjustment) or component usage questions.
2. Fault Diagnosis and Repair: Technicians initially diagnose problems through communication. Simple faults can be resolved through remote guidance, while complex issues are handled through on-site inspections or being sent to service points.
3. Component Replacement: Non-human-damaged components (such as casters, gas lifts, and upholstery) are replaced free of charge during the warranty period. Paid replacement services are available outside the warranty period.
4. Cleaning and Maintenance Advice: Tailored cleaning solutions are provided based on the material (such as mesh, leather, or solid wood) to avoid damage caused by improper operation.

III. Special Warranties for High-End Office Chairs
Some high-end brands offer longer-term or more detailed warranty services.

1. Herman Miller Aeron: A 12-year warranty covers structural failures caused by material or workmanship defects (such as gas lift failure or chassis cracking). The Pellicle mesh is warrantied for aging or tearing within the first five years; beyond five years, it is considered normal wear and tear. Surface damage (such as stains or scratches) requires self-payment for repair.
2. Steelcase Gesture/Leap: A 12-year comprehensive warranty is provided, with a scope similar to that of Herman Miller. However, it is more lenient in handling mesh elasticity degradation and is more inclined to protect user rights.