Limited Warranty

The wooden body is the base and floor, the front frame, the side walls, the back wall and the roof. On a Private Residence it also includes the wooden frames of the two doors. It includes the glued joints that hold them together.

If any of it fails within three years of delivery because of how we made it, we will put it right. That means

• a joint that opens
• wood that cracks all the way through
• a part that warps, so the doors will not close or the roof will not sit properly
• the floor or the roof coming loose

Solid wood moves a little with the seasons. This is normal, and it is not a defect.

• The wall panels are made to move slightly in their frames.
• The gaps around the doors can change a little between summer and winter.
• A fine line on the surface that does not go through the wood is not a defect.

Wood takes in moisture from the air and gives it back, so the room matters. Keep your residence

• between 15 and 32°C
• between 20 and 55 percent humidity, or up to 70 percent in Atlantic Canada and on the damp southern coasts of the US
• away from heaters, vents, fireplaces and long hours of strong sun
• away from big, sudden changes

In a prairie winter, this can mean running a humidifier.

Damage caused by a room outside these ranges is not covered. That includes cracks, splits, open joints, warping, swelling, and a finish that lifts.

If your room stayed inside these ranges and the wood still cracks or a joint opens, we will put it right. When you write to us, tell us about the room.

For one year from delivery, we cover defects in materials and workmanship in everything else we deliver. That is the finish, the brass, the acrylic windows, The Bed and each of its layers, and anything else you ordered with it.

A defect is something that goes wrong because of how we made it. For example

• a finish that lifts or peels
• a seam that comes apart
• a zip that fails in normal use
• brass that stops working or breaks
• a flaw in a material
• a size we got wrong

Anything you add later is covered for one year from the day it arrives. The Resident’s Key has its own terms.

Your brass is solid and has no coating, so it darkens and softens in colour as it is handled. This is normal, and it is not a defect. Your Care booklet explains how to look after it.

Anything with ammonia, including some cleaners, can damage brass and can even crack it. Damage from ammonia is not covered.

If something is covered, we will repair it, send you a new part, or replace it, whichever suits the problem. It costs you nothing, and delivery is included.

• Most parts come by post, with a note on how to fit them.
• If the wooden body needs work, we choose the best way to put it right. That can be a repair near you, a trip to the Atelier and back, or a new residence. We pay for it.
• If none of that works, we refund what you paid for the item that failed. If it is the residence itself, we collect it and refund what you paid for it.

A replaced part is covered for one year from the day it arrives, or for the rest of your three years if that is longer. You can keep the old part unless we ask for it back. If the original part is no longer made, we use the closest part we make now.

• Scratches, scuffs, dents, changes in sheen, and the everyday marks wood picks up
• Linen that creases, softens or fades with washing, and normal wear on fabric
• Chewing, scratching, digging and accidents
• Cleaning the Care booklet warns against, such as bleach, fabric softener, hot water or a hot dryer on The Bed
• Temperature or humidity outside the ranges above, outdoor use, damp places, heaters, vents, fireplaces, or long hours of strong sun
• Damage from moving or dragging the residence, lifting it by the roof, a door, the brass or a window, or putting things on the roof
• Damage caused by someone else’s repair or change. Their work does not cancel the warranty, but we do not cover what it caused.
• Hotel, shop or other business use, unless we agreed to it in writing

Your residence is for indoor rest, for dogs who already rest happily in their own space. An Open Residence has no doors. A Private Residence is for a dog already comfortable resting with the doors closed, and its latched doors keep your dog inside until you open them. It is not escape proof, chew proof or scratch proof. It is not built to hold a dog who pushes, chews, claws, panics or tries to get out.

Tell us within 14 days of delivery, and keep the packaging until we have looked at it. If you see damage while the carrier is still there, ask them to write it down too. If you notice something later, tell us anyway. We will look at it, and if it comes from how we made or delivered your residence, the warranty covers it.

There is nothing to register. To make a claim, email atelier@puphut.ca with

• your Resident Number, or your order number
• a few photos
• what happened, and when you first noticed it

Your Resident Number is on the back page of your Care booklet. A person will reply, usually within one or two business days. We aim to have a plan for you within 3 to 5 business days of getting everything we need.

We keep making parts for as long as the Atelier is making residences. The Tailored Cover, The Quilted Liner, The Protective Top, The Mattress and the parts of the residence that come off can be made again in your size. If we have changed a design since your residence was made, we make the closest version we make now. Write to us and we will tell you what is available and what it costs.

After your three years, work on the wooden body is done at the Atelier. Send us photos and we will give you a price.

The warranty belongs to the household that ordered the residence. If it was a gift, and the gift was recorded when it was ordered, the warranty belongs to the person who received it. It does not pass to a later owner. A later owner can still buy parts and paid repairs.

This warranty is in addition to your rights under the consumer laws where you live, and nothing in it takes those away. This warranty gives you specific legal rights, and you may also have other rights, which vary by province, territory or state.

Returns and refunds are covered by our Returns and Refunds Policy. This warranty is given by PupHut Canada Inc., The PupHut Atelier, Edmonton, Alberta, Canada. Last revised 18 October 2026.