5 Years Extended Warranty
5 Years Extended Warranty
— Extended Protection Program —
— How It Works —
Receive Your Piece
Wait until your Wool Felt Portrait or Wool Felt Sculpture arrives and you've had time to display it in your home.
Share on Social Media
Post a photo or video of your piece on Instagram or Facebook, and tag us @softhours.au. Share your pet's story, what the piece means to you, or simply showcase the craftsmanship — whatever feels natural.
Your post helps other families discover meaningful ways to honour their companions.
Required:
- Use hashtag #SoftHours
- Tag @softhours.au on Instagram (if posting there)
- Set post to public
- Keep post public for at least 1 month from date of posting
- Post within 3 months of receiving your piece
Submit Your Claim
Email us at hello@thesofthours.com.au with your social media post link, your order number, and a brief confirmation that you've received your piece. We'll verify and activate your 5-year extended warranty — no additional steps needed.
Your 5-year extended warranty covers:
Structural integrityWire armature, acrylic display case, frame
Craftsmanship issuesWool felting coming loose, detached elements
Materials defectsFading beyond normal wear, deterioration of preserved elements
Accidental damageMinor repairs if your piece is accidentally damaged
We're here to ensure your piece remains beautiful for years to come. If any issues arise within the 5-year period, simply reach out and we'll work together to find a solution.
Not covered:
- Damage from improper care (direct sunlight, moisture, rough handling)
- Normal aging of organic materials (slight natural colour changes in dried flowers)
- Damage from pets, children, or accidents beyond minor wear
- Loss or theft
For proper care, visit our Care Instructions page.
Traditional satisfaction guarantees don't make sense for custom handcrafted pieces. Each one is made uniquely for you and cannot be resold. Instead of a return policy, we offer something better: confidence in lasting quality.
By sharing your piece on social media, you help other families discover meaningful ways to honour their pets — and in return, we protect your memorial for the long term. It's a genuine exchange of value.
Which social media platforms qualify?
You can post on Instagram (preferred — tag @softhours.au) or Facebook. Your post must be public so we can verify it, and must remain public for at least 1 month from the date of posting.
Why does the post need to stay up for 1 month?
The extended warranty program is designed to help other families discover meaningful ways to honour their pets. A 1-month minimum ensures your post has time to reach people who may be searching for memorial options. After 1 month, you're welcome to make your post private or remove it — your 5-year warranty remains active.
How long do I have to post?
You have 3 months from delivery to post and submit your claim. We recommend waiting until you've had time to display your piece and capture it in the right light.
What if I accidentally delete my post early?
Please reach out to us at hello@thesofthours.com.au. We'll work with you to find a solution — perhaps reposting for the full period. We understand mistakes happen and will handle these situations reasonably.
What if I don't use social media?
We understand not everyone is on social media. Your piece still comes with our standard 1-year warranty covering manufacturing defects. The 5-year extended warranty is an optional benefit for those who choose to share.
How do I claim the warranty if I need it?
If any issues arise within the 5-year period, email hello@thesofthours.com.au with photos of the issue, your order number, and a brief description of what happened. We'll review and work with you to repair or resolve it. Most claims can be handled via email, with return shipping covered if physical repair is needed.
Does this replace the standard warranty?
No — this extends your warranty from 1 year to 5 years. All pieces come with a standard 1-year warranty regardless of whether you post on social media.
Can I still claim if I posted privately or deleted early?
The post must remain public for at least 1 month to qualify. If you made it private or deleted it before then, please contact us — we may be able to work out an alternative arrangement, such as reposting for the full period.
- The extended warranty is valid for customers who share a public post on social media with the hashtag #SoftHours within 3 months of receiving their piece.
- The post must remain public for a minimum of 1 month from the date of posting. After 1 month, you may make the post private or remove it while maintaining your extended warranty.
- The post must be public and visible to us for verification purposes.
- The extended warranty duration is 5 years from the date of delivery.
- The warranty covers manufacturing defects, material issues, and reasonable accidental damage. Normal wear from improper care is not covered.
- To claim warranty service, customers must provide the link to their qualifying social media post (or confirmation it was posted and kept public for 1 month) along with photos of the issue.
- The Soft Hours reserves the right to modify the terms of the Extended Warranty Program at any time. Any changes apply only to pieces ordered after the modification date.
- Warranty claims are assessed on a case-by-case basis. The Soft Hours' decisions regarding warranty coverage are final.
- Return shipping for warranty repairs (if required) will be covered by The Soft Hours for valid claims.
- If a post is removed or made private before the 1-month minimum period, the extended warranty may be void unless alternative arrangements are made with The Soft Hours.
Your piece is crafted to last — and we're here to make sure it does.
