Our warranty coverage
We provide warranty coverage for all the products we sell, and you are additionally covered by UK consumer protection law when you buy from us.
If you wish to contact us about a problem with your order, please contact us online. We’re keen to make sure you’re happy with your stuff!
Issues with your order?
If you are having problems with your order, regardless of what it is, we’d love to hear from you. Regardless of whether you’re eligible for coverage under our warranty or your consumer rights, we’d like to work with you to make things right!
Warranty coverage for all products
Everything we sell is covered by our standard warranty, which supplements your protections under UK consumer protection law. In summary, we guarantee that everything you receive from us is:
Where failures are due to manufacturing defects, we will replace these at no cost.
Where items are damaged or destroyed during shipping, we will replace these at no cost.
For products which are not made-to-measure or bespoke, we provide a 14-day cooling off period after they arrive at your door. For products which are made-to-measure or bespoke, we will do everything we can to resolve any sizing or fit issues you have, including shipping replacement parts at cost.
Many of our products, for example made-to-measure goods such as cuffs and collars, are considered bespoke items and may not be eligible for full protections under UK consumer protection law, but this limitation only extends to the made-to-measure parts like straps. We will endeavour to remanufacture or replace made-to-measure parts that are not suitable for you, for example if you ordered the incorrect size for a strap, for free where possible and at materials and postage cost where not.
Your rights under our standard warranty
In addition to your standard UK consumer rights, we will:
Warranty coverage for spare parts
In principle, all our spare parts are covered by our standard warranty, with the provision that we do not provide coverage for:
Although we don’t provide guaranteed coverage for things like these, we will try to help you where possible, including providing help with future installation or use, or providing access to discounted replacements.
Warranty coverage for fully custom items
If we make you a fully custom item that we don’t sell generally, our standard warranty does not apply. However, we do provide coverage for:
We do not provide coverage for:
If you are experiencing an issue due to design specifications that we could have reasonably foreseen but did not pick up on at the time of design finalisation, for example a part’s strength being not fit for purpose for its described intended use, you are entitled to full replacement or repair parts as per our standard warranty terms.
Issues with shipping or tracking
Occasionally, international deliveries get caught in customs for a long time, especially in the United States of America. If you are having issues with the initial delivery of your order, for example it’s stuck in limbo somewhere or it’s been marked as delivered but is nowhere to be found at your address, let us know.
Chargebacks and disputes
We honour our obligations to payment processors to respect chargebacks and disputes where we’ve messed up or where items are misdelivered or stuck in endless customs hell. However, please contact us before submitting any formal disputes or chargebacks with your bank or card provider, as we will likely be able to help more quickly. If your item is not delivered and you dispute an order with your bank or card provider, we may have to wait until the dispute is resolved before sending you a replacement package, and this process can take up to 3 months. If you are not satisfied with our response to issues you’re having, we fully encourage you to recoup your funds this way, but we are legally obliged to remanufacture or refund your order in most cases like this, and both of these options are much quicker than the formal dispute process. Where a formal dispute is filed, we are obliged to provide evidence, and we photographically document every order before and after it’s packaged for delivery, and record package weights and tracking numbers.
Cancelling your order
You are welcome to cancel your order within 24 hours of placing it, regardless of the products involved. Additionally, you are welcome to cancel your order at any time before it reaches the “In production” phase of manufacturing. If you wish to cancel after this point, it may still be possible, but this depends on the work we’ve done and materials we’ve used so far.
Shipping items to us for repair or replacement
If you experience a problem with your item and would prefer us to repair it instead of sending you parts, we will provide you a shipping label if you are within the UK to post your stuff to us, and we’ll ship it back to you once the repair or replacement is completed. If you need spare parts, we’ll ship these with a standard tracked service within the UK, or Royal Mail International Standard outside the UK.
Replacements for discontinued designs and product versions
If you need to replace a part or product that we no longer manufacture the same version of, for example an early design version of our cuffs or collars, we will provide new versions where possible, and discuss with you what your aesthetic preferences are. If you really like your original designs, we should be able to remanufacture them to the same exact design, but in general recommend getting our updated revisions.
Applicable fees
Although most repairs and replacements will not incur costs, if you are outside the UK or EU/EEA, we may ask you to cover postage costs. If you are in the United States of America, we may be obliged to pay import tariffs to US Customs and Border Protection for spare parts, and we will ask you to pay these if so.
Certain replacement parts for made-to-measure items, like straps for restraints, may incur a small fee for materials and postage globally, unless the replacement is due to manufacturing defects or a problem we could have reasonably foreseen.