Just under one year of very comfortable use and a LOT of reclining and taking naps in the chair, my fat ass has broken the backrest! - I got in touch with customer support, within 24 hours, a replacement part has been dispatched. I'm very impressed with the customer service and the warranty process. - The support agent understood how important it is for me to have a functional chair (WFH) and has arranged for rapid delivery of the part via DPD. I've no doubt i will be supported well for the remainder of the product life and when its time to renew, i know which storefront i will be shopping on!