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Warrantor

Carissima, a brand operated by 2VC Inc.

Montréal, Québec, Canada
Email: support@carissima.ca
Website: carissima.ca

Policy version 1.0, effective for eligible purchases from September 25, 2026. The version in effect on the original date of sale applies to that purchase, together with all rights under applicable law. Earlier written warranty versions may be requested from Carissima.

Who is covered

This additional written warranty is provided to the original purchaser of an eligible new Carissima sofa bought from Carissima or an authorized Carissima dealer, for personal, non-commercial use in Canada. It does not transfer on a resale or a later transfer of ownership.

The original purchaser may buy the sofa for one family member's exclusive personal use. The original purchaser remains the warranty claimant and may authorize the intended user to contact Carissima, provide information and coordinate service on the purchaser's behalf. That assistance does not transfer the written warranty.

Where personal use is allowed

Personal use includes use exclusively by the intended individual in a home owned or rented long-term by that individual, a retirement residence, or an assisted-living residence.

The additional written warranty excludes a sofa supplied as part of a rental business to paying guests or tenants, including short-term guests such as Airbnb guests, a sofa used for commercial activity, and a sofa provided for shared institutional use. Building type alone does not make an individual's privately used sofa ineligible.

When coverage begins

Every coverage period runs from the original date of sale shown on your dated proof of purchase, not from the delivery date. Keep your dated proof of purchase and your sofa identification.

These conditions concern this additional written warranty only. They do not remove rights under applicable law.

What a manufacturing defect means

A manufacturing defect is a fault in materials or workmanship attributable to manufacture, even when it becomes visible later. Examples may include an unsound weld, a seam improperly sewn during manufacture, or a frame joint that fails under normal use. An example is not a guarantee that every similar-looking issue qualifies.

How ordinary wear is treated

Ordinary wear develops through normal use, exposure and time. A cover that thins after years of repeated contact may be worn rather than defective. Carissima evaluates the nature and cause of each reported issue using available documentation and a reasonable inspection where needed. A manufacturing defect is not excluded solely because it appears after some use.

What is covered

From the original date of sale, the fabric or upholstery covering has a three-year limited written warranty for verified manufacturing defects: year 1 a full approved replacement covering material or component, year 2 a 50% discount, and year 3 a 25% discount off the suggested retail price of the approved replacement covering material or component. Covered defects include:

• Flaws in the weave, knit or grain attributable to manufacture.
• Seam or stitching failure caused by a manufacturing fault under normal use.
• Separation of the covering from its backing caused by a manufacturing fault.
• Delamination of bonded or coated materials caused by a manufacturing fault.

What is not covered under the fabric warranty

The following changes or damage are excluded when they are attributable to normal wear, exposure, accidental events, or improper use or care rather than a verified manufacturing defect:

• Colour fading, yellowing or shade changes caused by sunlight, artificial light or heat, including exposure near windows, lamps, radiators or heating vents.
• Pilling, abrasion, thinning, pile crushing or surface wear, including in high-contact areas such as the headrest, arm fronts, seat front and legrest.
• Stretching, wrinkling, puckering or softening caused by normal relaxation of the covering over the foam.
• Staining or soiling from body oils, perspiration, personal-care products, creams, ointments, topical medications, bodily fluids, food, drinks or pets.
• Damage caused by unsuitable cleaning products or methods, including disinfectant or alcohol wipes, bleach, ammonia, solvents, steam cleaning or home remedies, when they are not approved for the actual upholstery material.
• Tears, cuts, punctures, burns and pet-claw damage resulting from an external event.

See the Care & Cleaning Guide for the approved cleaning method and the products to avoid.

Colour and texture variation

Variations in colour, grain or texture between a swatch, a showroom sample, a production run and a delivered sofa, including normal dye-lot differences, are not in themselves manufacturing defects. Chenille and performance fabrics can show slight variation in colour, weave and texture between pieces and dye lots. Any reported difference is assessed to distinguish an inherent material characteristic from a verified defect.

Care and cleaning

Follow the care instructions supplied for the fabric used on your sofa. Do not assume that a cleaning product or method is safe for every fabric. Do not use disinfectant or alcohol wipes, bleach, ammonia, solvents or steam unless the care instructions for your fabric expressly approve them. If you are unsure, contact Carissima before cleaning.

If a caregiver, home-care worker or family member helps maintain the sofa, share the material-specific care instructions with them. Damage caused by an incompatible cleaning method is not covered by the additional written fabric warranty when that method caused the reported damage. The instructions for your sofa are in the Care & Cleaning section of this page.

What this additional written warranty does not cover

• Commercial use, sofas supplied to rental guests or tenants, and sofas provided for shared institutional use, as distinct from the individual personal use expressly allowed above.
• Contamination that penetrates the covering, foam or mechanism and causes damage, including bodily fluids, mould, smoke residue or pest infestation. Ordinary soiling is not automatically treated as contamination.
• Damage caused by abuse, misuse, accident, negligence, or improper operation, maintenance, assembly or storage.
• Spills or leakage of liquids that cause the reported damage.
• Damage caused during transportation or a move after the original delivery, where that event caused the reported damage.
• Damage caused by an unauthorized repair or modification. The nature and causal connection of the reported damage is assessed.
• Damage caused by use beyond the weight capacity stated for the specific sofa model.
• Ordinary wear and tear, including normal change in fabric appearance, softening of cushioning and filling, and suspension wear attributable to use rather than a manufacturing defect.
• Conditions beyond the warrantor's control, to the extent that they cause the reported damage, without restricting mandatory legal rights.

Electronic assemblies and accessories

No blanket denial is based solely on the use of a non-original accessory where that accessory did not cause the reported defect. For an electronic assembly, damage shown to result from an incompatible part or an unauthorized modification is assessed under the exclusions above.

Problems caused by external factors

The warranty covers defects in the sofa itself: its materials, parts and workmanship. It does not cover problems caused by something outside the product, for example:

• A power surge, a power outage, or a faulty household outlet or wiring.
• Damage from pets, spills, sharp objects, or cleaning products not recommended for the sofa.
• Use above the sofa's rated weight capacity or contrary to the user guide.
• Damage while the sofa was being moved or transported by someone other than Carissima.
• Repairs or modifications made by someone other than Carissima or its authorized technician.

How we determine the cause

Diagnosis is always free, including the visit, even if the cause turns out to be external. If the technician concludes that the cause is external, we explain in writing what was found and why, with photos where useful.

If the sofa works normally and the problem lies elsewhere, for example an outlet with no power, nothing is repaired and nothing is charged. Carissima does not perform electrical work on household outlets or wiring, and will recommend that you contact a licensed electrician.

How to make a claim

Contact Carissima through its Product Support channel on carissima.ca or by email at support@carissima.ca before arranging a non-emergency repair, and before cleaning an affected area that may need inspection. Contact us if urgent action is required for safety.

• Provide the original dated proof of purchase, the sofa model and serial number, and a written or verbal description of the problem.
• Provide reasonable photographs or video, such as a wider view and a close-up where useful. If you cannot provide images, contact our team to discuss another reasonable method of assessment.
• Our team may request relevant follow-up details, help troubleshoot an electrical or power connection issue, or arrange a reasonable inspection by an authorized representative. The original purchaser may authorize the intended individual user to assist with communication.

Initial response

We aim to acknowledge your warranty request within two business days. After reviewing the information provided, our team will explain the next steps and any additional information needed. This is an acknowledgement target, not a promise that the investigation or the repair will be completed within two business days.

How eligibility is assessed

Eligibility is assessed from the product, the warranty applicable on the sale date, the nature of the claimed defect, and the relevant evidence. We explain the determination and the available next steps. Carissima does not claim absolute discretion to override applicable legal rights.

Repair and replacement options

• Repair of the defective part or component, or an approved repair of the product where appropriate.
• Replacement of the defective part or component, including an approved electronics component, or supply of an equivalent approved replacement component.
• If a component-only remedy is not feasible, Carissima assesses another appropriate repair or replacement option and explains the proposal before work begins.
• An approved repair or replacement is generally limited to the affected part or component, subject to the facts of the defect and to rights under applicable law.

Commercial-warranty refunds are not offered under this policy, and a full-sofa replacement or third-party reimbursement is not promised unless separately approved. Mandatory legal remedies, including a refund where required by law, remain unaffected.

Full-coverage claims

For an approved claim within a full warranty period, Carissima pays all necessary costs of performing the covered remedy. You are not billed for covered parts, necessary labour, removal and reinstallation, inspection, transportation or shipping, collection, or the parts handling needed to complete the covered warranty work.

Pro-rated claims

Three things are kept separate:

• The replacement item. The approved part or upholstery component is offered at the discount shown in the coverage table. Its actual price and your portion are stated in advance.
• The work necessary to perform the covered remedy. Carissima determines and explains which tasks are required and which can safely be performed by the user. Necessary work is not described as an optional extra in order to shift its cost.
• Additional services you independently select. Where a genuinely optional service is available, you may request and separately approve it.

Depending on the sofa, the task and the location, Carissima may offer online guidance for manufacturer-approved user-level steps, or arrange collection, authorized in-home service and installation. No customer is required to dismantle powered lifting or electrical parts, or to perform an unsafe task. Before any chargeable work, Carissima identifies the category, explains the service, provides the full amount payable for that case, and obtains your express agreement. It does not proceed or charge without that agreement.

If the cause is external

If the sofa needs a repair because of an external cause, that repair is not covered and is offered as a chargeable repair. Before any chargeable work, we tell you in writing what the repair includes and its full price for your situation. We proceed only with your express approval, given at the time or in advance through a pre-authorization. Without that approval, there is no charge.

You may decline a chargeable repair. Declining never affects any other valid warranty claim, and warranty work is never conditional on accepting a chargeable repair.

Ownership of replaced items

When Carissima completes an approved replacement, the replacement item becomes your property, and the defective item that was removed becomes Carissima's property once it is collected or surrendered to Carissima or its authorized service representative, to the extent permitted by applicable law. Do not discard a replaced component until Carissima provides return or disposal instructions.

If Carissima authorizes replacement of a complete sofa, any necessary return of the original sofa and the transfer of ownership are explained before the replacement is arranged, and respect applicable legal rights.

Labour

• Warranty work is never charged, including diagnosis.
• Chargeable repairs are billed at $80 per hour, in 15-minute increments after a minimum of $160, or at the flat rate quoted to you.
• Labour time starts when the chargeable repair begins, not when the technician arrives. Time spent on diagnosis or on warranty work is never billed.

Travel

• Travel for a visit booked to diagnose or repair a problem is free, even if the cause turns out to be external.
• If a chargeable repair is done during that same visit, no travel fee is charged.
• If a separate visit is needed only for a chargeable repair, for example to install a part that had to be ordered, a travel fee of $150 applies for major cities in Québec and Ontario, or the fee quoted before booking.
• If you live outside our service area, warranty service is arranged at Carissima's cost, for example by shipping the part or using a qualified local technician. For a chargeable repair, we explain the options and any travel cost before booking.

Pre-authorization is optional

You never have to give a pre-authorization to book a visit or to receive warranty service. Without one, we contact you for approval before any chargeable repair. Pre-authorization simply lets a technician who finds an external cause during a visit complete the repair in that one visit instead of booking a second one.

When booking a visit, you may authorize Carissima in writing to carry out chargeable repairs up to a maximum amount you choose, taxes included. The authorization applies to that visit only, can list the types of repairs you accept or exclude, and can be cancelled at any time before the work starts.

The limit is firm, and the visit is documented

If a repair would cost more than the amount you authorized, we stop and ask for your approval before continuing. If we cannot reach you, we do not do the work above the limit.

After every visit, we give you a written record of what was found, what was done, the time spent on any chargeable repair, and the amount charged, if any. If a repair or travel fee you paid turns out to have been covered by the warranty, we refund it.

When a substitute may be proposed

If an identical part or upholstery material is no longer available, Carissima may propose a substitute. A substitute is acceptable only if it meets all of these conditions:

• Function and safety. It fits the sofa and performs at least as well as the original, with the same or greater weight capacity and structural strength, plus all applicable safety certifications. It does not change the sofa's intended use.
• Upholstery. It is the same fabric type as the original, or a higher grade, with equal or greater abrasion resistance, the same cleaning method, and compliance with applicable flammability requirements.
• Appearance. It is in the same colour family as the original. Differences in shade, grain or texture can occur because of dye lots and material ageing. If a replaced panel would be clearly noticeable next to the original upholstery, Carissima re-covers the adjoining visible panels at no charge so the sofa looks consistent.
• No added cost. Covered repairs are free of charge, including the diagnosis that determines whether a defect is covered, and including substitute parts, materials and labour.

Your choice, and the coverage that follows

Before any work begins, Carissima describes the substitute in writing and shows you a physical sample or a photo taken in natural light. Work proceeds only with your approval.

If you decline the substitute, you may choose to wait up to 120 days for the identical item. If neither an identical item nor an acceptable substitute can be provided within a reasonable time, Carissima replaces the sofa with an equivalent model or offers a pro-rated refund.

A substitute part is covered for the remainder of the original coverage or 90 days, whichever is longer. Nothing in this section limits your rights under the law.