Protection Built Into Every Piece
Maker&Son is a British luxury furniture brand specialising in hand-crafted, bespoke sofas and seating. With average transaction values around £10,000 and bespoke orders reaching £20,000, their customers expect a premium experience at every stage of ownership, not just at the point of purchase.
For a brand built on craft and quality, protection was never going to be an add-on. It needed to be part of the product.
A Model Built Around the Customer
Maker&Son launched with Loxa in June 2024, choosing a fully Inclusive model. Every piece sold across every range comes with 5 years of accidental damage and stain coverage, built into the price at no extra cost to the customer.
This is not a typical digital integration. Maker&Son's sales model is built around in-home consultation. Their team visits customers at home, bringing products to them through a Mobile Showroom.
Protection became part of that conversation: consultants present a five-year cover as a complimentary benefit, included as standard. It became part of what makes a Maker&Son sofa worth choosing, and part of what helps customers commit.
For customers who discover the brand online, protection is surfaced on their WooCommerce display store, ensuring the benefit is visible before a consultant ever makes contact.
How Customers Responded
80% reduction in furniture returns, from 5% to 1%
7% uplift in in-person sales conversion, from 70% to 75%
5 years of complimentary cover across all ranges, at no cost to the customer
What This Means for Furniture Retailers
When protection is built into the product rather than bolted on at checkout, it changes the nature of the purchase. It reduces post-sale friction. It gives the sales team something to lead with. And it gives customers the confidence to commit to a purchase they might otherwise have delayed.
Research shows 60% of customers say the availability of protection increases their likelihood of completing a purchase. Maker&Son's experience shows it can also materially reduce the returns that follow.
When protection is part of the product, not an afterthought, it changes the purchase. Find out how. Book a demo.
