Warranty & Complaints
Warranty & Complaints
At TropiCasa, we believe in pure craftsmanship, durable materials, and long-lasting enjoyment. All our solid wood scratching posts and cat furniture are handmade and thoroughly inspected. However, no matter how careful we are, something can still go wrong. In that case, we're here to help.
Our products come with a 2-year warranty from the date of purchase.
This warranty covers manufacturing defects and defects in materials or workmanship.
If anything goes wrong within the warranty period, we will provide a suitable solution.
What is covered under warranty?
- Manufacturing defects, such as structural defects or incorrect installation
- Errors occur during the production process or due to our craftsmanship
- Problems that occur during normal use of the product
What is not covered by the warranty?
- Small cracks or fissures due to temperature or humidity differences (natural movement of solid wood)
- Traces of use and wear that occur during normal daily use
- Damage due to improper use, such as bumps, falls or incorrect maintenance
- Damage caused by third parties, such as during a move or your own transport
Submit a warranty claim
Think something's wrong with your product? Please feel free to contact us. We're happy to help.
- Send an email to info@tropicasa.nl
- Please include your order number in the email
- Briefly describe the problem
- Add photos of the problem.
Once we receive your report, we'll carefully review it. We'll then contact you to discuss a suitable solution.
For example, consider a recovery option or another suitable solution.
Complaints procedure
We do everything we can to provide you with a pleasant experience – especially if something doesn't quite go as expected. Do you have a complaint about our service, delivery, or communication? Let us know so we can find a good solution together.
Send your complaint to info@tropicasa.nl with a brief explanation, preferably with photos. You will receive a confirmation of receipt within 24 hours. We will then contact you within a few days with a response or proposal.
Mediation & Disputes
If we can't reach an agreement, you can always contact an independent party. TropiCasa is affiliated with a recognized dispute resolution committee, and we do everything we can to resolve every problem properly and fairly.
Contact
Do you have any questions? Our customer service is available from 9:00 AM to midnight, 7 days a week. Contact us via chat on the website or email info@tropicasa.nl – our customer service team, including Richard and Esmee, is happy to help.
