Our warranty covers the structural wood and the structural hardware on complete play sets for the period stated on the product page, against defects in material and workmanship. Wear parts — seats, chains, canopies, plastic handles, climbing holds — are consumables and are covered against defects rather than against use.
What is not a defect
Wood checking and surface cracking along the grain is normal and does not weaken a beam. Silvering of cedar is normal. A canopy going chalky after several summers in full sun is normal. Bolts loosening through the first year is normal, and is why the spring check exists.
Damage from a set that was never anchored, or that was built on ground that was not levelled, is outside what any warranty can sensibly cover — the load paths are simply not the ones the frame was designed around.
Making a claim
Returns, replacements and refunds are handled through the order page of the store where you bought the item, because that is where the purchase record lives. Have the model, the date and a photograph ready. If the question is which part you need rather than who pays for it, write to us directly and we will identify it from the plans.