Service Policy
Last updated: January 26, 2025
1. Service Overview
At Split the Cane, we are committed to providing exceptional service for all your rattan and bamboo furniture needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@split-the-cane.com
- Phone: +1 (905) 868-2817
- Address: 33 Misty Well Dr, Richmond Hill, ON L4E 4J5, Canada
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 9:00 AM - 6:00 PM EST
- Saturday: 10:00 AM - 4:00 PM EST
- Sunday: Closed
3. Furniture Repair Services
3.1 Available Services
- Rattan and bamboo furniture restoration
- Weaving repair and replacement
- Frame reinforcement
- Surface refinishing
- Custom part replacement
- Structural repairs
3.2 Service Timeframes
Standard repair services typically require:
- Assessment: 1-2 business days
- Minor repairs: 3-5 business days
- Major repairs: 7-14 business days
- Custom component creation: 14-21 business days
4. Warranty Services
4.1 Standard Warranty
All new furniture purchased from Split the Cane comes with:
- 30-day satisfaction guarantee
- 1-year warranty against manufacturing defects
- Free component replacement for missing pieces (reported within 7 days of purchase)
4.2 Extended Warranty
Optional extended warranty services include:
- 3-year extended protection
- Priority repair service
- Free replacement of worn components
- Annual maintenance check
5. Custom Services
5.1 Customization Options
- Custom furniture design
- Bespoke weaving patterns
- Custom finishes and colors
- Size modifications
- Special requirements accommodation
5.2 Professional Services
- Design consultation
- Material selection guidance
- Maintenance workshops
- Care demonstrations
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed assessment: $50
- Expert consultation: $100
6.2 Repair Costs
- Minor repairs: $75-150
- Major repairs: $200-500
- Custom work: Quoted per project
7. Quality Assurance
Our commitment to quality includes:
- Professional assessment of all repairs
- Quality testing before return
- Photographic documentation of repairs
- Satisfaction guarantee on all services
- Follow-up quality checks
8. Service Requests
8.1 How to Request Service
- Contact our support team via phone or email
- Describe the service needed
- Receive a preliminary assessment
- Schedule service appointment if needed
- Approve service quote
8.2 Required Information
- Product name and purchase date
- Detailed description of issues
- Photos of damaged components
- Preferred service timeline
- Contact information
9. Service Guarantees
We stand behind our services with:
- 90-day warranty on repairs
- Satisfaction guarantee
- Price match on comparable services
- Professional workmanship
- Genuine materials
10. Updates to Service Policy
Split the Cane reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.