Warranty

All our personalized products are covered by a 1-year warranty from the day they were purchased. Our products are made with the highest quality materials, which are then customized just for you! We inspect every item for quality and accuracy before it ships to you or someone special.

We guarantee our personalized products to be free of manufacturing errors or product defects.

The warranty covers fault in hardware and materials but doesn't apply if damage is caused by unreasonable use or negligence to normal wear and tear. 

Warranty covers the following:

Charm removal/loose from the product
Rivets are loose from the product
Deviation in the color of the personalized products (wherever applicable)
Buttons/Zips malfunction
 

How do I make a warranty claim? 

Please email our support team at hello@customfactory.com with subject WARRANTY CLAIM and your order details along with a brief description of the fault/damage along with 1-2 images of any fault to help us speeding up the claims. We will respond to you within 24-48 hours.

NOTE: The item must be returned to us at your own expense and we will arrange for it to be repaired/replaced at our discretion (whichever is appropriate) and at our cost. If an item requires repair, this can often take 6-8 working days; we will inform you as soon as we have an estimated date of collection from us once our inspections/repairs are complete.

*All Warranty is subject to the item being used within the intended design parameters. Any repair or modification done without the consent of The Custom Factory will render in Warranty void.