Here at Tom Raffield a responsible, sustainable approach and an ambition to make a positive difference is at the heart of everything we do. Pushing back against a rising throw-away culture, we handcraft heirlooms of the future and are incredibly proud of our craftsmanship and commitment to making superior quality, artisan pieces that are loved and last a lifetime – so that’s how long we guarantee them for.
We pride ourselves on delivering quality homeware pieces which are designed and made by our team of master craftspeople to the very highest standards. We always go the extra mile to make sure you're happy with your commissioned piece and we quality-check our work meticulously at every stage, from design to delivery. So we've decided to celebrate this and offer a guarantee of which we’re equally as proud. Just in case you ever need it.
We offer a lifetime guarantee on Tom Raffield Ltd own designs, ordered directly from us (online or over the phone) and limited to domestic users only. This guarantee will apply to all orders placed on or after 1st January 2020 (orders before this are covered by our standard 2 year warranty).
If you find a problem with your Tom Raffield product please try a few simple checks yourself first (eg changing the light bulb, tightening screws, reading our care guides etc) and if the issue persists, please follow our easy 3 step process:
Our 3 step process to getting your product back to its best…
1) Self-repair: Contact our helpful Customer Service team - firstname.lastname@example.org - and if it’s a simple repair we will send you what you need to get your piece working again. We will supply step-by-step instructions and can be on-hand to talk you through it.
2) Tom Raffield Repair: If your piece needs a closer look, we’ll try to repair your product using a local craftsperson or at our workshop base in Cornwall, UK.
3) Replace and re-use: If, on the rare occasion we can’t repair your Tom Raffield design, we will replace it and promise to re-use or responsibly recycle the original piece.
FAQs - Lifetime of Happiness Guarantee
What does 'Lifetime of Happiness Guarantee' mean?
In today’s throwaway culture, the Tom Raffield promise is that our beautiful homeware pieces are made to last a lifetime. We believe that by working together we can make a difference to our planet and choose a more sustainable way of living. With the smallest ecological footprint possible, we forge a path to excellence, crafting the heirlooms of the future whilst protecting the natural world that surrounds us.
Lifetime of Happiness is our promise to service your Tom Raffield Ltd piece and ensure it continues to last a lifetime.
How will the Tom Raffield Ltd Lifetime of Happiness Guarantee work?
If your original Tom Raffield Ltd light, piece of furniture or accessory has a fault, and you purchased it directly from us, please get in touch. There are a few ways to rectify the problem with as little impact to the planet as possible - we'll either help you fix the problem yourself, repair it for you, or replace it and re-use the old piece - depending on the issue.
I live outside of the UK. Is my Tom Raffield Ltd design still covered by the Lifetime of Happiness Guarantee?
Our guarantee is applicable outside of the UK, as long as you purchased the product directly from us online or over the phone, and it is for normal domestic use only (contract purchases or lights used in a commercial setting are not covered by our lifetime guarantee).
Do I need to register my product for the guarantee?
No, we aim to make it as simple as possible. As long as you purchased directly from us, on or after 1st January 2020, your Tom Raffield Ltd designs will be covered. We may need to ask to see a proof of purchase, so we advise keeping the email order confirmation safe.