Hamok Warranty Policy
Built for Long-Term Use. Backed by Hamok.
Hamok products are designed around durable steel frames, replaceable components and practical long-term value. This policy explains what our limited warranty covers, what it excludes and how to request assistance.
Warranty at a Glance
The Hamok five-year limited warranty applies specifically to qualifying defects in the steel frame. Claims are assessed individually and require proof of purchase.
Five-Year Steel Frame Warranty
Qualifying manufacturing defects in the steel frame may be covered for five years from the original purchase date.
Original Purchaser
The commercial warranty applies to the original purchaser and is linked to the original order.
Proof of Purchase Required
An order number, invoice or other acceptable proof of purchase is required when submitting a claim.
Manufacturing Defects
Coverage is intended for qualifying failures caused by faulty materials or workmanship under normal household use.
Claims Assessed Individually
Hamok reviews the cause, age, condition and use of the product before confirming an appropriate outcome.
Consumer Rights Protected
This warranty supplements rights that may be available under applicable South African consumer law.
What the Frame Warranty May Cover
The limited steel-frame warranty may apply when a qualifying defect results from faulty materials or workmanship during normal intended household use.
- Qualifying structural failure in the steel frame
- Qualifying weld or structural connection failure, where applicable
- Serious coating defects caused by a manufacturing fault
- Frame components that fail during normal intended use
Coverage is not automatic. Each claim is assessed using the information and evidence supplied.
Manufacturing defect versus wear
A steel component that fails unexpectedly under normal use may indicate a manufacturing defect. Surface scuffs, gradual coating wear, rust from prolonged moisture exposure or damage caused by chewing would normally fall outside the five-year frame warranty.
Unsure? Send photographs and your order details to Hamok for assessment.
What Is Not Normally Covered
These exclusions help separate manufacturing defects from normal product ageing, animal behaviour, incorrect use and environmental exposure.
Normal Wear
- Fabric covers, cushions, foam and padding
- Fading, scuffs, scratches and cosmetic wear
- Gradual coating wear
- Age-related deterioration
Animal Damage
- Chewing
- Scratching or digging
- Repeated claw damage
- Damage caused by destructive behaviour
Incorrect Use
- Overloading or unintended use
- Incorrect assembly
- Unauthorised repairs or modifications
- Failure to follow care instructions
Moisture and Weather Exposure
- Rust caused by standing water or prolonged moisture
- Salt, chemicals or corrosive exposure
- Improper storage
- Leaving the product permanently exposed to harsh weather
Accidents and External Damage
- Accidental damage
- Commercial misuse unless agreed in writing
- Transport damage occurring after customer delivery
- Damage caused by third-party work or alterations
Replaceable Covers Extend the Life of the Bed
Hamok covers are removable, wearable and replaceable components. Their lifespan depends on the dog’s size, activity, chewing or scratching behaviour, cleaning frequency, installation, sunlight and moisture exposure.
The replaceable-cover design helps preserve the steel frame and extend the usable life of the complete bed.
Inspect wearable parts regularly
- Check cover tension and attachment points
- Address small tears before they spread
- Keep the cover reasonably dry
- Limit prolonged exposure to strong sun and rain
- Replace damaged covers when they no longer support the dog safely
The five-year frame warranty does not automatically apply to fabric covers unless a separate written guarantee is provided.
How to Submit a Warranty Claim
Locate your proof of purchase
Find your order number, invoice or other acceptable purchase record.
Photograph the problem
Take clear close-up photographs of the affected component.
Photograph the full bed
Include photographs of the complete assembled product from more than one angle.
Describe what happened
Explain when the problem started and how the product was being used.
Send the information
Submit the details through the Hamok contact page.
Wait for assessment
Hamok may request additional photographs, measurements, video or return of a component.
Warranty claim checklist
- Full name
- Order number or proof of purchase
- Purchase date
- Clear close-up photographs
- Photographs of the complete assembled bed
- A short description of the problem
- Details of how and where the product was used
- The dog’s approximate breed and weight, where relevant
How Claims Are Assessed
Hamok reviews the product condition, evidence supplied and likely cause of the problem before confirming whether the claim qualifies.
1. Information Received
Order details, photographs and the customer’s description are reviewed.
2. Additional Evidence
Hamok may request further images, video, measurements or return of the component.
3. Cause Classification
The issue is classified as defect, wear, misuse, animal damage, environmental exposure or accidental damage.
4. Warranty Decision
Hamok confirms whether the claim qualifies under the commercial warranty or applicable law.
5. Remedy Selected
A repair, replacement component, product replacement or another reasonable remedy may be offered.
6. Transport Arranged
Collection, delivery or component transport arrangements are confirmed where required.
Approved Warranty Remedies
Where a valid claim is approved, Hamok may select an appropriate remedy based on the nature of the defect, product age, availability of parts and applicable consumer law.
- Repairing the affected component
- Supplying a replacement component
- Replacing the qualifying product
- Providing another reasonable remedy required by law
A cash refund is not automatically provided for every approved commercial warranty claim.
Collection and delivery
For approved claims, Hamok will explain whether collection, delivery, repair or replacement transport will be arranged.
Where a claim does not qualify, the customer may be responsible for agreed transport, inspection or replacement costs. Any such costs will be disclosed before work proceeds.
Your Care Responsibilities
Reasonable care helps protect the product and makes it easier to distinguish a manufacturing defect from avoidable damage.
- Assemble the bed correctly
- Use it within its intended purpose and weight range
- Keep the frame reasonably dry
- Remove standing water
- Repair damaged coating promptly
- Check cover tension and attachment points
- Inspect for chewing, tearing or structural damage
- Follow cleaning instructions
- Store the bed appropriately during extreme weather
Your South African Consumer Rights
This warranty is provided in addition to any rights and remedies available to consumers under applicable South African law, including the Consumer Protection Act where applicable.
Nothing in this policy is intended to exclude or limit any right or remedy that cannot lawfully be excluded or limited. This page provides general warranty information and is not formal legal advice.
Hamok Warranty Questions
How long is the Hamok frame warranty?
Qualifying manufacturing defects in the steel frame may be covered for five years from the original purchase date, subject to the terms of this policy.
Does the warranty cover the fabric cover?
No. Removable covers are wearable, replaceable components and are not automatically covered by the five-year steel frame warranty unless a separate written guarantee applies.
Is chewing covered?
Damage caused by chewing, scratching, digging or other animal behaviour is not normally considered a manufacturing defect.
Is rust covered?
Rust caused by prolonged moisture, standing water, salt, chemicals, damaged coating, improper storage or harsh environmental exposure is not normally covered. A serious coating defect caused by manufacturing may be assessed separately.
Do I need proof of purchase?
Yes. An order number, invoice or other acceptable proof of purchase is generally required.
What photographs should I send?
Send close-up images of the problem, photographs of the full assembled bed and any images showing how the component fits or failed.
Will Hamok replace the whole bed?
Not necessarily. Hamok may repair the affected part, replace a component, replace the qualifying product or provide another reasonable remedy.
Who pays for transport?
Hamok will explain the transport arrangement after assessing the claim. Where a claim does not qualify, agreed transport or inspection costs may be payable by the customer and will be disclosed beforehand.
Can I repair the product myself?
Do not dismantle, alter or repair the affected component before receiving instructions, as unauthorised work may make it difficult to assess the original cause.
Does the warranty affect my rights under the Consumer Protection Act?
No. The commercial warranty supplements any rights and remedies available under applicable South African consumer law.
What if replacement parts are no longer available?
Hamok will consider available alternatives and any remedy required by applicable law, taking the product age and nature of the defect into account.
Can the commercial warranty be transferred?
The five-year commercial warranty is intended for the original purchaser and is linked to the original order, subject to any non-excludable legal rights.
Need Help With a Hamok Product?
Send us your order details, photographs and a description of the problem. We’ll review the information and guide you through the next step.