Comfort Research, the creators of Big Joe, proudly stands (and sits!) behind every product purchased from buybigjoe.com or one of our authorized retail partners. Warranty claims must be accompanied by a purchase receipt and the photos.
Please note:
- Products purchased from unauthorized sellers are not eligible for warranty coverage. Please click here for a list of authorized sellers. This list may exclude some of our independent brick and mortar retailers. Please contact our support team for more information.
- Warranty claims must be supported by proof of purchase and photographic evidence of the issue.
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Warranty Coverage
Comfort Research (the “Company”) warrants to the original purchaser that its products will be free from defects in materials and workmanship under normal residential use for a period of two years from the date of purchase (the “Warranty Period”). - Customers are allowed one replacement per purchase during this warranty period.
What is Covered:
Our warranty guarantees the durability of the following features for 2 years from the date of purchase, when used under normal residential conditions with proper care. Normal use assumes seasonal use and reasonable care, not continuous year-round exposure in extreme climates.
- Seams and stitching: failure due to material issues.
- Fabric: Fabric integrity will be able to withstand standard wear-and-tear across all fabrics.
- Fading: Sunbelievable Fabric is tested to 1200 hours against excessive fading.
- Zippers
- Liner damage
What is not covered:
- Damage caused by misuse, abuse, neglect, cuts, punctures, or burns
- Improper storage, handling, or maintenance
- Products used for commercial or non-residential purposes
- Products purchased from unauthorized sellers
- Pet damage.
- Mold/mildew
- Moderate fading: moderate fading is expected from environmental exposure and wear over time and not covered.
How We Evaluate Claims
When a warranty claim is submitted, we review the following:
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Type of issue
- Is it a structural or material failure, or normal wear?
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Usage conditions
- Was the product used in a residential setting with reasonable care?
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Environmental exposure
- Has it been exposed to extreme UV, chemicals, or continuous outdoor conditions?
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Timeframe
- Is the issue within the 2-year warranty period?
What Is Considered “Normal Residential Outdoor Use”
The 2-year warranty applies when products are used in a typical home environment with reasonable care:
Examples of normal use:
- Seasonal outdoor use (spring/summer/fall)
- Placement on patios, decks, or lawns
- Occasional exposure to sun, moisture, and weather
- Storage indoors or in covered areas when not in use
Examples outside of normal use:
- Continuous year-round outdoor exposure in extreme climates (e.g., intense desert sun or harsh winters)
- Prolonged exposure to standing water or heavy moisture
- Regular exposure to pool chemicals, chlorine, or saltwater
- Lack of basic care (e.g., never storing or cleaning the product)
Submit a warranty claim
Claims must include:
A close-up of the damage
The issue shown in relation to the entire item
A picture of the “short tag” — This tag includes the item and PO numbers we use to report to our manufacturing and supply teams. Since we do not require damaged items to be shipped back, this photo is essential.