Our Warranty

Our insurance-backed 10-year warranty

Moonalabs is proud to be accredited members of one of the leading organisations in the UK to administer deposit protection and guarantee insurance to customers in the home improvement market, the Independent Warranty Association (IWA). Their covers provide peace of mind for up to 10 years (the length of our warranty).

An Insurance Backed Guarantee is essential protection for both customers and suppliers. In the unlikely event that we cease trading, an insurance backed guarantee will continue to honour the terms set out in our warranty.

IWA is authorised and regulated by the Financial Conduct Authority and listed in the Financial Services register under 305650.

The Warranty

We offer a 10-year, IWA insurance-backed warranty on manufacturing and workmanship defects.

We ensure the quality of our design and workmanship of all our products and expect them to provide a lifetime of enjoyment. Solid timber is a natural product and is responsive to changes in the environment. Any movement, cracking, joint separation or bowing in timber as a result of changes in humidity, fluctuating temperatures or direct sunlight is not covered under the warranty.

Any items that have been damaged due to flooding or contact with water will void any warranty. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

At Moonalabs we want our customers to be completely satisfied with their purchase.

We recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

If you have any questions about this policy, please contact us.

Moonalabs buildings are covered by a comprehensive transferable guarantee, which is activated once the final balance is paid in full. The terms of your guarantee are as follows:

10 years:

Design and manufacturing faults to the structure of the building (including rot and corrosion)

3 years:

Internal misting in double glazing Door and window hinges and locks External decking (rot, corrosion and structural faults)

1 year:

External fascias Internal linings and trim, floor covering, internal accessories, blinds. Electrical installations and appliances, including underfloor heating and air conditioning units Electrical and network connections.

Buildings constructed by Moonalabs under ‘Permitted Development’ should not be used for habitable accommodation. If used for habitable accommodation the guarantee is invalid. Guarantee excludes normal ‘wear and tear’ and decorated surfaces.

This warranty does not cover:

• Consumable parts, such as light bulbs, unless failure has occurred due to a defect in materials or workmanship;
• Exposure to excess wear and tear, scratches, burns and/or breakage of glass. Similarly, damage caused by inappropriate use of cleaning products is not included.
• Modifications,dismantling & reassembly, refurbishment or change in size performed by anyone who is not a representative of Moonalabs;
• Spillage on fabric, scratches or breakage of hard surface (i.e. wood, acrylic, metal or glass components);
• Placement in an inappropriate environment;
• Damage caused by dismantling and reassembly by an unauthorised person(s);

No guarantee will be made by Moonalabs against the effects of weather exposure on the colour of the external cladding. Teak will naturally fade and silver over time, it is recommended that that Teak is treated with double-boiled linseed oil (after cleaning any dirt and debris with a damp cloth) by the customer within 2 years of installation and every 1 year thereafter to preserve its original colour. A care and maintenance document, including the teak cladding, will be provided to you following installation.

Door adjustments are not covered under guarantee and may be necessary from time to time. Adjustments can be easily carried out by the customer – please call our customer care for more details

Superficial cracking of timber cladding and/or fascia boards is not covered under guarantee.

No guarantee will be made against scratches or imperfections in/on the glass once the sign-off of the building inspection has been completed.

Where underfloor heating has been installed the customer must ensure that all furniture is raised on legs, the use of flat- base furniture will invalidate your guarantee.

Guarantee claims should be made with the Moonalabs customer service team upon discovery of the fault. Failure to report a fault immediately may invalidate your guarantee. Once agreed, a maintenance team will be dispatched to remedy the issues free of any charge. Moonalabs Ltd will not reimburse payments made to third party repair contractors without prior written consent.

If the customer is deemed to be responsible for any faults to the building, all costs associated with remedial works will be charged to the customer.

No guarantee will be made for materials, appliances or services supplied by the customer to be installed by Moonalabs Ltd. Such items are installed on a goodwill basis only.

The Company’s liability shall not exceed the total purchase value of the Product and the taking of the steps it deems necessary to rectify any issues shall constitute an entire discharge of the Company’s liability under this warranty.

The Company shall not be deemed liable for subsidence to the garden room or of the surrounding installation site unless such subsidence is caused by the negligence of the Company during installation.

Any structural alteration made to the building by the customer or a third party employed by the customer will invalidate your guarantee and as such any related remedial works will be chargeable as per clause 12.10.

The Customer must ensure that adequate ventilation and drainage is in place around all sides of the building. Blocking in the sides of the building with paving or other landscaping material may result in excessive moisture retention either to the walls or to the base system. Blocking in the sides of the building will invalidate the guarantee.