Claims
We're here to help with your claim
We're sorry to see you on this page. While claims can happen, we are committed to resolving your concerns. Please review the information below before submitting.
01 · Warranty coverage
LH Home Mexico offers a 6-month limited manufacturer's warranty on in-line products from the invoice date.
Our warranty covers manufacturing defects, including critical timber movement that results in irreparable cracking, splitting or twisting, as well as defects in upholstery frames and springs. Normal wear, softening, and natural variations in wood, finish and patina are not covered.
The warranty does not cover misuse, improper maintenance, environmental damage, glass breakage after delivery, or products sold as floor samples, Open Box, Scratch & Dent, Closeout or Final Sale items.
Custom commercial projects are reviewed on a project-by-project basis due to their unique specifications. For more information, please contact atencionclientes@lhhome.com.
02 · Claim submission window
All claims must be reported within 10 days of receiving the product to be eligible for processing. Claims submitted outside this window may not qualify.
03 · Freight claims
LH Home Mexico is not responsible for freight damages if products ship using the customer's carrier. Any freight damage must be resolved directly between the customer and their freight carrier.
04 · Required for faster processing
To help us resolve your claim as quickly as possible, please have the following ready:
- Invoice number
- Description of the damage or defect
- Photos — see guidelines below
Photo requirements
- Clear, high-resolution images throughout
- One photo showing the full product
- Close-up / detailed photos of the damage or issue
- Photos of the overall packaging and detailed packaging damage
- If claiming multiple items, provide one photo showing all items together
Receiving your shipment
Deliveries are made at our warehouse. LH Home is not responsible for any damage the product may suffer once it has left our warehouse.
Transport: the client is responsible for selecting the carrier. As an additional service we can request quotes from different carriers and coordinate delivery, but LH Home is not responsible for damage, mishandling, loss or any incident that occurs during transport, nor for insurance policies or claim follow-up with the carrier.
On delivery: do not sign the delivery receipt until you have verified that the quantity is correct and the boxes are in good condition — once signed, the right to claim with the carrier is lost. If you find damage to the packaging or the product, do not sign the carrier's waybill and report the incident to the carrier's claims department immediately.
Many carriers do not allow a full inspection of each piece at the time of delivery, so it is essential that you open and carefully inspect every product the same day you receive your order.
How to submit a claim
If the product has a manufacturing defect or you received the wrong item:
- Take photos of the packaging, the specific defect or damage, the complete piece, and a general view showing the damage in its location.
- Send the photos and claim details to atencionclientes@lhhome.com for review.
Once confirmed, LH Home will apply the corresponding solution: replacement with a new product or a credit note. Without the requested evidence it is not possible to process a replacement or warranty claim.