Two routes, depending on how you bought.
Bought from a retailer
We’re unable to supply parts directly to end consumers. Please contact the retailer you purchased the furniture from — the garden centre, retailer or online store. Your purchase contract sits with them, so they own the relationship and can help with replacements, warranty claims and technical questions, raising 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 of the part you need. If you’re not sure who you bought from, our stockist finder will show you the retailers near you.
Nova trade accounts
Submit a parts 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 more detail on first submission, the faster we can identify the right part and come back to you — and the same request route covers warranty claims, so you don’t need to decide up front whether something is a chargeable part or a warranty replacement.
A few things before you ask.
Where a fault is covered by warranty, we may offer a repair or replacement parts, where possible, before considering a full replacement unit. Where damage isn’t covered — accidental damage, or damage caused by neglect or by not following the care instructions — we’ll still try to help with a repair or chargeable replacement parts where we can. Either way, tell your retailer what has happened and they’ll advise.
Some items are consumables or wear parts and are replaced rather than repaired: lava rock, fire glass and decorative media on fire pits, and grates, flame tamers and heat shields on outdoor cooking products. These aren’t covered by warranty.
Before requesting a part, it’s worth checking our care guides — a stiff parasol crank or a louvre that won’t close evenly is very often grit in the mechanism rather than a broken component, and forcing it is what turns a clean into a repair.
Frames are covered for 3 years from the date of purchase — 5 on the Titan pergola — with a year on cushions, parasols, covers, tabletops, fire pit parts and mechanisms. Cover is shorter within three miles of the sea. There are exclusions worth knowing before you raise a claim, and the complete terms are on our warranty page.