CareFlex Warranty and Support

CareFlex chairs are designed for lasting comfort and support. Our manufacturer’s warranty covers defects in materials and manufacture, under normal and intended use, with cover specific to each chair model and component.

This page explains our warranty cover from the 1st of January 2027; how we protect existing warranties; and what to do if you need support.

Existing warranties and accepted orders

Chairs first dispatched by CareFlex to a dealer or direct to a business or other institution before the 1st of January 2027 retain their existing warranty terms (see our existing warranty terms). This includes chairs held in dealer stock and sold after that date. Where under the terms of such existing warranty, a chair carries a lifetime frame warranty, that warranty continues under those terms.

Orders accepted prior to 31st December on chairs which have a lifetime frame warranty on the existing terms shall also retain that cover, even if CareFlex dispatches the chair on or after the 1st of January 2027.

For more details on the existing warranty terms for an older chair, an Overnight chair or a product not listed below, please contact us.

All warranties only apply to chairs purchased from CareFlex or an authorised distributor or reseller.

Warranty cover from the 1st of January 2027

The following warranty periods apply to chairs first dispatched by CareFlex on or after the 1st of January 2027, except where an accepted order carries an existing warranty commitment as explained above.

Where the table specifies one year of labour cover, this applies during the first year only. A longer frame warranty does not extend the labour warranty. We will explain and agree any chargeable labour before work begins.

When the warranty starts

All warranty periods in the table run from the date CareFlex first dispatches the chair.

For chairs supplied through a dealer, this means the date CareFlex dispatches the chair to that dealer. Time spent in dealer stock counts towards the warranty period. The warranty does not restart when the dealer sells or delivers the chair to the customer.

For example, if a dealer holds a chair in stock for three months, three months of its warranty period will have elapsed before the customer receives it.

CareFlex or your dealer can confirm the original dispatch date and the cover remaining before you buy.

What the warranty covers

The warranty covers faults caused by defects in materials or manufacture during the applicable warranty period.

For a valid claim, CareFlex will repair or replace, at its option, the affected component under the applicable warranty terms. Components covered by the warranty are supplied without charge. Labour and carriage are subject to the arrangements explained below.

Frame cover includes the following components, where fitted:

• Metal castor frame, seat frame and backrest frame.
• Armrest brackets.
• Mounting brackets for gas struts and actuators.
• Metal fixings and hinges.
• Welds on the chair frame.

All other components, not listed above as frame component, fall under the applicable parts warranty. These include upholstery, castors, operating levers, gas struts, cables, electric actuators, control boxes, handsets and chargers, where fitted. The product specific periods in the table above apply.

Using and maintaining your chair

Please use, clean and maintain your chair in accordance with its instructions. It is your responsibility to:

• Follow all assembly, maintenance, cleaning and safety instructions;
• Ensure the chair is used only for its intended purpose;
• Retain proof of purchase and product identification information; and
• Immediately discontinue use where a defect is identified that may affect safety.

The warranty does not cover damage caused by

• misuse;
• failure to carry out the maintenance specified in the instructions;
• accidental damage;
• use of non-approved replacement parts, accessories or attachments; or
• unauthorised repairs or alterations that cause the fault being claimed for.

These circumstances do not automatically cancel cover for an unrelated manufacturing defect.

Each chair is intended to be used only in accordance with CareFlex’s instructions. The Chair must not be used by any individual whose weight exceeds the maximum user weight or safe working load specified by CareFlex.

Any damage or component failure or safety issue arising from exceeding the specified safe weight limits are excluded from the warranty.

Normal wear and tear from use or fading or deterioration of fabrics, finishes or coatings resulting from ordinary use, age or exposure to sunlight is not covered by the warranty. However, a fault caused by defective materials or manufacture remains subject to the applicable warranty.

Please contact CareFlex or your supplying dealer before arranging a repair, as the warranty is invalidated where repairs are carried out by a non-authorised person. Do not open sealed electrical components or access control-box circuitry. Damage caused by this work is not covered by the manufacturer’s warranty.

Making a warranty claim

To make a warranty claim, first contact the dealer who supplied your chair or CareFlex Customer Support:

Telephone: 0800 018 6440
Email: sales@careflex.co.uk

Please provide:

• your contact details;
• the chair model and serial number;
• your purchase details;
• The serial number is on the chair frame. If you cannot locate it, our team can help;
• Photographs and a description of the alleged defect; and
• Any more information we reasonably request.

We will assess the claim, explain the cover that applies and agree the next steps. If we believe the fault falls outside the warranty, we will explain why. We may require reasonable access to the chair to examine whether or not it is covered by the warranty. In the event that inspection is unreasonably denied, the warranty will be invalidated.

Remedies

Where CareFlex determines that a valid warranty claim exists, it may, at its sole discretion:

• Repair the chair;
• Replace the defective component;
• Replace the chair with the same or an equivalent chair; or
• Provide a refund of the purchase price.

Any repaired or replacement component or chair shall be covered for the remainder of the original warranty period only.

Returning a product

Please contact us before returning a chair or component so that we can explain the return arrangements.

For returns made solely under this manufacturer’s warranty, the purchaser pays for suitable packaging, carriage to CareFlex and any transit insurance arranged. CareFlex pays the return carriage following a repair or replacement covered by the warranty.

These arrangements do not apply where your statutory rights require CareFlex to bear the relevant costs.

Before returning the chair, it must be cleaned and disinfected in accordance with its instructions. Tell us about any contamination and contact us for advice if you cannot make the product safe to handle. We will explain any decontamination documentation or cleaning agents required.

Work outside the warranty

If a repair falls outside the warranty, we will provide an estimate covering the proposed work and any carriage charges. We will obtain your agreement before carrying out chargeable work.

Transferability

The warranty is non-transferable and applies solely to the original purchaser unless otherwise required by applicable law.

Your statutory rights

This manufacturer’s warranty is additional to your statutory rights and does not affect them.

If you buy as a consumer, you have legal rights against the seller if the goods are faulty or do not match their description. Those rights may continue after the manufacturer’s warranty expires. The warranty’s limits on parts, labour or carriage do not restrict those rights.

Warranty provider

CareFlex Limited
Templer House, King Charles Business Park
Old Newton Road, Heathfield
Newton Abbot, Devon, TQ12 6UT