Product Support
When a piece needs attention
Product concerns are considered individually using the purchase details, photographs, and condition of the piece. Any mandatory rights available under consumer law remain unaffected.
Product-specific terms
Any commercial warranty, including its duration, coverage, and eligibility, applies only when it is expressly provided with the product or purchase documentation.
Where no such term is stated, an additional commercial warranty should not be inferred.
Wear, damage, and care
An assessment may distinguish a product issue from normal surface change, expected wear, accidental damage, loss, misuse, unauthorized alteration, or care that conflicts with the product guidance.
This distinction does not limit any rights that cannot lawfully be limited.
Request an assessment
- Share the product name and purchase reference where available.
- Describe the issue and when it became apparent.
- Include clear photographs of the complete piece and the affected area.
- Wait for guidance before cleaning, altering, repairing, or sending the item.
Assessment and next steps
The piece may need to be inspected before an outcome can be determined. Any repair, replacement, refund, credit, or other remedy depends on the assessment, applicable product terms, and consumer law.
Care outside product coverage
Cleaning, refinishing, resizing, replating, restringing, replacement components, and accidental-damage work may sit outside any product warranty and may not be suitable for every piece.
Ask Client Care about the individual product before arranging third-party work, as alteration can affect future assessment.
Consumer rights
Any commercial product terms operate alongside the mandatory rights and remedies available under applicable consumer law.
Next step
Request an assessment
Include the product name, purchase details, a concise description, and clear photographs where available.