At Villa Supply, we offer premium outdoor living products backed by manufacturer warranties. If you discover an issue with any product, contact us directly and we’ll handle the entire process for you.

To initiate a warranty claim, please email support@villasupply.com within the warranty period and include the following information:

1. Your Information

• Full name

• Email address

• Phone number

2. Order & Product Details

• Order number

• Date of purchase

• Product brand and model

• Serial number (if available)

3. Description of the Issue

• Detailed explanation of the problem

• Part numbers and quantity (if known)

4. Visual Documentation

• Photos or videos of the affected product and issue

• Image of the product’s serial number

• Optional: photos of packaging or installation

5. Preferred Resolution

• Let us know if you are seeking a replacement part, full replacement, or repair

Once submitted, our team will review the details and confirm if anything else is needed before submitting the claim to the manufacturer. We will handle communication with the brand and keep you updated with claim status, estimated lead times, and shipping information.

What to Expect After Submission

• Our team will confirm your claim has been submitted to the appropriate manufacturer.

• If approved, replacement parts or products may ship directly from the manufacturer or from our fulfillment center, depending on availability.

• Processing times may vary depending on the product and the manufacturer's review process.

Important Notes

• Freight vs. Warranty Claims: If your product was damaged during delivery, this must be reported as a freight claim within 24 hours of delivery. Issues discovered after delivery that relate to defects or performance fall under warranty.

• Licensed Installation: Many warranties require professional installation. If the product was not installed by a licensed contractor, coverage may be denied by the manufacturer. 

• Component Replacements: Some products are eligible for partial replacement only. For example, in the case of fire logs or burners, the manufacturer may send a replacement component rather than a full set or unit.

• Questions About a Brand's Specific Warranty? Learn more here.