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 following 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 one (1) year 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 12 months from the date of purchase, when used under normal conditions with proper care:
- Premature fabric breakdown that affects usability
- Seam failure due to material degradation
- Structural integrity issues tied to material defects
What the Warranty Does Not Cover
To ensure fairness and consistency, the 1-year warranty excludes common environmental and use-related wear:
Not covered:
- Gradual fading or color change from sun exposure
- Everyday wear and tear from outdoor conditions
- Staining, mildew, or discoloration
- Damage from chemicals (including chlorine, sunscreen, or saltwater)
- Improper storage or leaving items exposed year-round in harsh environments
👉 In short: If the product is still functional but shows signs of typical outdoor aging, it is not considered a warranty issue.
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 1-year warranty period?
Important: Commercial & Institutional Use
Our products are designed and tested for residential use only.
- They have not been tested for commercial, rental, or academic environments (e.g., resorts, hotels, schools, or shared-use facilities)
- These environments typically involve higher frequency of use, heavier wear, and more extreme conditions
👉 Because of this, we cannot guarantee product longevity or performance under those conditions, and warranty coverage may not apply.