Warranty & Replacement Policy
Last Updated: August 2026
Section 01
Who actually backs your product
The manufacturer does. Every item leaving our building carries the warranty its maker issues, unless the product page says plainly that it does not.
That matters for a practical reason: we are the retailer, not the factory. Our stock comes either straight from the manufacturer or from an authorized distributor inside the U.S., and we hold the paperwork proving it, available to you on request. What the warranty covers, how many years it runs and how service gets delivered are decisions each brand makes for itself. Those terms differ product by product, and we list them on the product page wherever the manufacturer has published them.
Section 02
Coverage at a glance
| Usually covered | Usually excluded |
|---|---|
| Faults in the materials or the workmanship | Harm caused by misuse or by neglect |
| Components that arrive defective | Assembly or installation done incorrectly |
| Mechanical failure in normal use at a home | Repairs or modifications nobody authorized |
| Electrical failure in normal use at a home | The ordinary wear any outdoor structure collects |
| Cosmetic marks that appear after delivery |
This table describes the pattern across the brands we carry. The manufacturer’s own document is what governs your particular claim.
Section 03
Opening a claim
Send Contact@sosiom.com four things:
- The order number
- The full name the order was placed under
- What is going wrong, described in your own words
- Photos or video, if the problem is something a camera can show
We take it from there and approach the manufacturer for you. Plenty of brands prefer to deal with the owner directly once a claim is open, and when they do, that is usually the quickest road to a working product. Either way you will know who is handling it, because we tell you when the claim changes hands rather than leaving you to guess.
Section 04
Parts, or a whole new unit
Which one you get depends on the brand and on what failed. A cracked panel is a part; a frame that arrived twisted is often a replacement.
When parts are the answer, they ship directly to your address. Fitting them is generally your job, unless that manufacturer’s terms say they will handle it.
Section 05
Who pays the shipping on a claim
Each manufacturer sets this, and they do not all set it the same way. Some pay to send parts or a replacement out. Others ask the owner to cover sending a defective item back. As soon as we have their answer, you will have it too.
One thing worth knowing: inside the 90-day window our own Refund and Returns Policy is usually the better route, because we cover return shipping there without exception. Past that window, the manufacturer’s warranty terms are what decide.
Section 06
The limits of what we can do
- Beyond the manufacturer’s coverage, Sosiom LLC sells no extended warranty of its own.
- We cannot rewrite or override a manufacturer’s terms, and we will not pretend otherwise.
- The final call on any claim belongs to the manufacturer, including the decision on whether to repair or replace.
Section 07
Where we fit
Warranty service is provided and honored by the brand that built the product. Our part is making that process less irritating than it usually is: filing the claim properly, then chasing the response until you have an answer you can act on.
We choose the brands behind what we sell carefully, and a maker’s record on claims is part of why a product ends up in the catalog at all. Standing behind that choice after the sale is the other half of it.