The Kase Lifetime Guarantee
Every piece we build in our Arizona woodshop carries our Lifetime Guarantee, good for the life of the furniture.
What's covered
- Structural failure of the top or base
- Joint separation
- Weld or hardware failure
- Finish peeling or delaminating from the wood
Coverage is the same whether your piece lives in a home, a restaurant, a tasting room, or a hotel lobby. We build one way.
What reclaimed wood does
Reclaimed wood is a natural material with a past life. Nail holes, bolt holes, saw marks, knots, checking, filled voids, and variation in color and grain are the character we build around, not defects. Wood also moves with the seasons. Our guarantee covers structural performance, not the natural behavior of wood.
Conditions of coverage
These pieces are built for daily use. Your guarantee applies when the piece lives indoors in an ordinary conditioned space and gets ordinary use. What falls outside that, including but not limited to:
- Outdoor use, or any space open to the weather
- Unconditioned storage — garages, patios, storage units, job sites, unheated or uncooled buildings
- Extreme or sustained conditions — hours of direct sunlight daily, placement against a heating vent or fireplace, or prolonged exposure outside roughly 50–90°F
- Improper handling and storage — storing or leaning a piece on its side or edge, stacking pieces on one another, or resting a top face-down on an uneven surface. Solid wood tops need to be stored flat and fully supported, or they will bow, cup, or twist.
- Irregular use — sitting or standing on the top, using the piece as a work surface or ladder, or loading it far beyond ordinary use
What's not covered
Including but not limited to:
- Surface wear — scratches, dents, water rings, heat marks, fading, finish wear from use
- Normal wood movement
- Water damage — standing water, spills left on the surface, condensation, plumbing or flood exposure, wet plant pots, or humidifiers placed near the piece, including finish lifting, swelling, staining, or warping caused by water
- Damage from accidents, misuse, or moving
- Alteration, refinishing, or repair by anyone other than Kase Custom
- Damage from harsh cleaners — detergent, bleach, ammonia, or abrasives
Beyond the guarantee
If something happens to your piece that isn't covered here, email us anyway. We've repaired damage from moves, floods, and accidents that had nothing to do with how the piece was built, and we'd rather help than point at a policy. Some of that work is on us and some is quoted at cost — but we'll always take a look, and you'll know the price before anything starts.
Who's covered
The original purchaser. Your guarantee also transfers to a family member or friend who receives the piece from you, as long as they have the original purchaser's name and order number. It doesn't extend to pieces bought secondhand. For commercial installations, coverage follows the original purchasing business; if the business changes hands, contact us and we'll work it out.
How a claim works
Email hello@kasecustom.com with the name on your order, your order number, and photos of the issue and the full piece. We'll respond within 2 business days with a repair plan.
Our remedy
Under this guarantee we repair or replace. We don't issue refunds. Most issues are solved with a shop repair, replacement parts, a finish kit, or guidance from our team. If a piece can't be repaired, we rebuild it.
Freight
If the issue is covered, we pay freight both ways. We may also be able to repair damage that isn't our fault at your expense, quoted before any work starts.
Arriving in one piece
We guarantee your order arrives in pristine condition, or we'll make it right however necessary. Shipping damage is handled separately from this guarantee and runs on carrier deadlines — see Inspecting Your Delivery for what to check and when to tell us.
The Kase Lifetime Guarantee is provided by Kase Custom LLC.