Frequently asked questions.

Email the sales team at trade@novaoutdoorliving.co.uk with a little about your business and where you’d be selling, and we’ll come back to you with account terms and the current range. We work with garden centres, national and independent retailers, landscape designers, hospitality groups and contract specifiers.

Yes. A minimum order value applies to all new trade accounts, and we’re unable to fulfil single-item or one-off orders — we supply exclusively through approved stockists. Get in touch to discuss your requirements and we’ll talk it through against what you’re planning to stock.

Place orders, check live stock, download invoices, raise a warranty claim and manage your account. It’s the fastest route for anything order-related — trade portal.

Submit a request through the trade portal so it’s attached to your account and the original order from the outset. Include your original Nova PO or order number, the product code, and photos or a short video showing the part and the issue. The same route covers warranty claims, so you don’t need to decide up front whether something is a chargeable part or a warranty replacement. More on spare parts.

Through the trade portal, so the claim is attached to your account and order from the outset. Log in and include your original Nova PO/order number and photos or a short video of the issue — the more detail on first submission, the faster we can resolve it for you and your customer. We may ask for images that accurately depict the problem, and questions about how the product has been used, so we can establish whether it’s a manufacturing defect.

Warranties run from the date of the original Nova trade invoice and are valid for the UK mainland only. Cover sits with the trade account that purchased the goods — items resold or transferred outside that account aren’t covered by Nova directly, and any onward warranty offered to an end customer is the trade partner’s responsibility. Export orders shipped outside the UK mainland are limited to a 1-year guarantee regardless of the warranty advertised on the product. Keep hold of your trade invoice and original PO number — we need these to locate the order and confirm the purchase date.

Cover splits into two parts — the frame, and everything that wears, weathers or sits on it:

Frame cover is shorter within three miles of the sea or a tidal estuary — 2 years on the Titan, 1 year on other ranges — because salt air is hard on outdoor finishes. The one-year items are unaffected. Full terms are on the warranty page.

Coastal cover is the one most likely to catch a customer out: within three miles of the sea or a tidal estuary, frame cover is 2 years on the Titan and 1 year on other ranges rather than the standard 5 and 3. Worth saying at the point of sale rather than at the point of claim. On exclusions: normal wear and tear, including fading, weathering and the natural patination of timber, rattan and fabrics; accidents, misuse and modifications; damage from extreme weather where covers weren’t used; damage from not following the care instructions; and second-hand purchases, as guarantees aren’t transferable. It’s also worth passing on the advice to use coasters with rattan dining tables — melted rattan isn’t covered under any guarantee. The warranty page lists all of it in full.

Not by default. Warranties don’t cover commercial-grade use such as hospitality or hire unless explicitly agreed in writing. If you’re specifying for a terrace, hotel or hire fleet, talk to us before the order so we can agree cover up front rather than after an issue arises.

Yes — the showroom is trade only, with no public access, and visits are by appointment so we can give you the floor and the time to use it properly. The full 2027 collection is set up and running: furniture, pergolas, outdoor kitchens, covers and heating, with the louvres, lighting and heating demonstrated live rather than described. Book a visit.

No. We don’t sell directly to the public and supply exclusively through approved stockists, so the best place for a consumer to see and buy Nova is one of our retailers. If an end customer contacts us, we point them at the stockist finder, and at the retailer they bought from for anything to do with an existing purchase.

Anything order-related is fastest through the trade portal. Otherwise: sales and general enquiries on trade@novaoutdoorliving.co.uk, logistics on logistics@novaoutdoorliving.co.uk, or call 01268 578770 and choose option 1 for sales. The office is open Monday to Friday, 8:30am–5:00pm, closed weekends and bank holidays, and we typically respond within one working day. Full details on contact.

No — we don’t sell directly to the public. Nova is sold through a hand-picked network of garden centres and outdoor living specialists, so the best place to see and buy is one of our approved stockists. Search by postcode or browse the map on our stockists page.

We’re unable to supply parts directly to end consumers. Please contact the retailer you purchased the furniture from — your purchase contract sits with them, so they can help with replacements, warranty claims and technical questions, and will raise anything with us on your behalf where it’s needed. Have your receipt or order confirmation to hand, along with the product name or code and a few photos. More on spare parts.

Your cover splits into two parts. The frame — the structural framework that holds everything together — carries 3 years from the date of purchase, or 5 years on the Titan pergola. Everything else carries 1 year: cushions and cushion boxes, tabletops, parasols and their bases and covers, furniture covers, fire pit parts, recliner and height-adjustable mechanisms, and protective feet. If you live within three miles of the sea or a tidal estuary, frame cover is shorter — 2 years on the Titan, 1 year on other ranges — because salt air is hard on outdoor finishes. Full terms are on our warranty page.

Contact the retailer you bought from — the garden centre, retailer or online store. The guarantee is administered in conjunction with them, so all claims are raised through that retailer and they’ll contact Nova on your behalf. Have three things ready: your proof of purchase, the product name and SKU (it’s on the original packaging or label), and clear photos — one wide shot of the whole product plus close-ups of what’s gone wrong. That is usually all they need to get things moving straight away.

Normal wear and tear, including the fading, weathering and natural patination of timber, rattan and fabrics over time. Damage from accidents, misuse, modifications, or use outside a normal home setting — including glass that shatters or cracks. Damage from extreme weather where covers weren’t used and the furniture wasn’t stored as recommended, or from not cleaning and maintaining it in line with the care instructions. And furniture bought second-hand or from anywhere other than an authorised Nova retailer, because guarantees aren’t transferable. Where damage falls outside the warranty we’ll still try to help with a repair or chargeable parts where we can — tell your retailer what happened. See the warranty page for the full list.

Mostly, with a couple of exceptions. Aluminium frames and rope weave are fully weatherproof and can stay outdoors all year — a breathable cover over the whole set keeps it cleaner and protects the cushions. Bring cushions indoors or store them in a dry box, and never store them damp. Wooden-framed pieces last longest brought inside, or kept well covered and dry. Parasols are best brought in: clean and bone-dry, stored closed in their cover somewhere dry, and if one has to stay outside it must be closed, covered and well secured. Pergolas are engineered to stay outside — just keep the louvres open in snowy spells so it can’t build up on a closed roof, and check the drainage is clear before the cold sets in. Our care guides go through each range.

Brush off loose dirt and debris first, then sponge gently with a little mild washing-up liquid in warm water, rinse with clean water from a low-pressure hose, and let it dry fully. That is genuinely all most of it needs. What to avoid: pressure washers and jet washes, bleach, solvents, and abrasive pads or wire wool — all of which do more harm than the dirt. On rope, work along the line of the weave rather than scrubbing across it, and test any cleaner on a hidden area first. Step-by-step advice for each range, including stain removal, is in our care guides.

It’s almost always surface mildew from damp and shade rather than damage or a fault. Warm soapy water and a soft brush will lift it — rinse it off and let it dry completely in the open air before closing or covering anything up again. Mildew caused by storing something damp isn’t covered by the warranty, so the drying step is the one that matters.

Neither is a fault. Rattan naturally sags during warmer weather and, because it’s pliable, should return to normal. Staples showing is usually the result of the rattan being pulled down by someone’s shoes as they sit — it can be pulled back up to cover them and isn’t broken. Neither is covered by the warranty. Worth knowing: rattan can melt under an extreme external heat source, or through magnification by glassware in warm weather, and melted rattan isn’t covered under any guarantee — so use coasters on rattan dining tables.

No. Grey is natural silvering from sun and rain: it’s normal and doesn’t weaken the wood. To bring back the original tone, clean and dry the frame, then apply a clear hardwood or teak oil. Fine surface cracking is also normal in natural timber as it expands and contracts — keeping it oiled and stored dry minimises it, and it rarely affects strength.

The showroom is trade only and there’s no public access — the floor is for retailers, installers and hospitality operators. If you’re shopping for your own garden, the ranges are on display at retailers across the country: find your nearest on our stockists page.