Last updated: [[EFFECTIVE DATE — set at launch]]
The short version: defects in materials or craftsmanship are covered for the life of the product — we repair, remake, or refund it. Damage from use, abuse, or normal wear is not a defect. Custom and personalized gear can't be returned just for a change of heart, but it is absolutely covered by the guarantee.
1. The Lifetime Guarantee — what's covered
Every piece of gear we make is guaranteed against defects in materials and craftsmanship for the practical life of the product, for the original purchaser. That means things like:
- Stitching that fails or unravels under normal use
- Rivets, snaps, buckles, or other hardware that breaks or pulls out under normal use
- Leather that splits, delaminates, or fails from a flaw in the hide or our construction
- Finish or paint defects present when the item arrived
If it's covered, we will — at our choice — repair it, remake it, or refund what you paid for it, at no charge, including the shipping both ways for the warranty work. [[MIKE P: confirm you cover both-way shipping on warranty claims, and confirm "original purchaser" — do you honor claims on gear bought as a gift or secondhand?]]
2. What's not covered
- Normal wear and patina. Leather is a natural material — it darkens, softens, scuffs, and develops character with use. That's the point, not a defect. Color and grain also vary slightly from hide to hide and from the photos on your screen.
- Damage from use or misuse — cuts, gouges, burns, chemical or solvent exposure, soaking, machine washing, crushing, or use the product obviously wasn't built for.
- Alterations — gear that's been modified or repaired by someone other than us.
- Personalization you submitted. If the name, number, or artwork we stamped matches what you approved, that's a correct build — spelling and details are your call at order time (see our Terms of Service).
- Lost or stolen gear. It's a guarantee, not insurance.
Not sure whether your situation is covered? Send us photos anyway. We built this business on standing behind our work, and edge cases usually break your way.
3. Returns when you've changed your mind
Stock (non-personalized) items: return them within [[MIKE P: confirm window — 30 days?]] of delivery, unused and in original condition, for a refund or exchange. Return shipping for change-of-mind returns is on you [[MIKE P: confirm]]; refunds go to the original payment method once we receive and inspect the item.
Custom and personalized items — anything made to your spec, with your name, numbers, department logo, or custom artwork — can't be returned or exchanged for a change of mind, because we can't resell a strap with your name on it. This never limits the Lifetime Guarantee: if a custom piece has a defect in materials or craftsmanship, Section 1 applies in full.
Gift certificates are not refundable except where the law requires it. Items purchased with a gift certificate follow this same policy, with refunds issued back to the certificate.
4. How to make a claim or return
- Email [[MIKE P: customer-service email]] (or call (609) 367-2479) with your name, your order number if you have it, and photos of the issue.
- We'll confirm coverage and send you instructions — for warranty claims, that includes a prepaid return label.
- Repairs and remakes go back into the build queue with priority; refunds are issued when we receive the item.
5. Your legal rights
This is the complete written warranty for our products. To the extent allowed by law, any implied warranties (including merchantability and fitness for a particular purpose) are limited to the duration of this written warranty, and we are not liable for incidental or consequential damages. Some states do not allow limitations on how long an implied warranty lasts, or the exclusion of incidental or consequential damages, so the above limitations may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.