Warranty & Repairs – Wristcraft

Draft for review. This document was prepared as part of the Wristcraft site build and has not been reviewed by counsel. Confirm the entity details, retention periods and jurisdiction clauses with your lawyer before launch.

A Wristcraft strap is stitched by hand and it should outlast the watch’s next service. Where our work fails, we fix it. Where the leather has simply lived, we will tell you honestly that it has lived, and offer to refurbish it.

1. The two-year warranty

Every build carries a two-year warranty on stitching and hardware from the delivery date, in addition to and without limiting your statutory rights under articles 128 to 135 of the Italian Consumer Code. Covered:

Saddle stitch failure, unravelling, or a thread that has pulled through.
Edge finish lifting, cracking or separating.
Buckle, keeper or deployant failure: a bent tongue, a broken spring, a snapped keeper, a clasp that will not hold.
Quick-release spring bars that fail to lock or that release under normal wear.
Lining delamination or the strap splitting at a fold.
Holes tearing out from a punched hole under normal use.
Plating that flakes or blisters on a hardware finish within two years.

The warranty follows the strap, not the buyer — a gift is covered, and so is a strap bought second-hand, provided the original build number is legible on the underside.

2. Fair wear, which is not a fault

Leather is a material with a life. These things are the product behaving correctly and are not covered:

Patina. Darkening, sheen at the wear points, colour movement, and softening at the fold. Expected within weeks.
Surface marks. Scratches, scuffs and desk-edge rub. Vegetable-tanned leather takes a mark; that is why it is worth having.
Water damage. Soaking, salt water, chlorine, sweat saturation, or drying near a radiator. Leather that has been wet and dried hard is spent and cannot be warranted. Rubber, canvas and Milanese are the answer for wet wear, and the concierge will say so.
Stretch and shrink. Straps settle by roughly half a hole in the first month. That is accounted for in the punch positions and is not a fault.
Your wrist changing size. Seasonal, medical or otherwise. Not a fault, but see the free re-punch in section 3.
Damage from a third party fitting. Gouged lug holes, a spring bar we did not supply, a strap forced into lugs it does not fit.
Deliberate modification. Extra holes cut at home, a dyed or oiled finish, hardware swapped out, a strap shortened by someone else.
Loss, theft, or damage in an accident.

3. Free in the first year

For twelve months from delivery, two adjustments are free including return carriage both ways:

Re-punch. New holes for a changed wrist, or the whole set shifted. Turnaround three to five working days in the atelier.
Re-edge. The edge sanded, dyed and burnished back to new. Same turnaround.

One of each per build. Ask the concierge; there is no form.

4. Paid refurbishment

After the first year, or for work beyond a re-punch, the atelier refurbishes straps at published prices. Turnaround is 7 to 10 working days plus carriage.

Service	Price	What it involves
Re-punch	EUR 25	New hole positions, old holes closed where possible
Re-edge	EUR 35	Edge cut back, re-dyed, burnished
Re-stitch	EUR 55	Old thread removed, re-stitched through the original holes
Hardware replacement	EUR 30 plus part	Buckle, keeper, clasp or spring bars, any finish we stock
Full refurbishment	EUR 90	Re-stitch, re-edge, re-punch, hardware polished, conditioned
Re-line and re-pad	EUR 75	New lining and padding on the original outer
Shorten or re-taper	EUR 45	For a new watch or a new wrist; tail re-shaped and re-edged

We quote before we start, always. If a strap is beyond saving we say so, return it free, and put 20 per cent of the quoted refurbishment price toward a new build.

5. Opening a claim

Email concierge@wristcraft.app with the build number from the underside of the strap, or the order number.
Attach three photographs in daylight: the whole strap flat, a close-up of the failure, and the hardware.
Say roughly how long you have worn it and in what conditions. Honest answers get faster decisions; nobody here is looking for a reason to say no.
We respond within two working days with a verdict and, where it is covered, a prepaid label the same day.
Warranty repairs turn round in five to seven working days in the atelier. Where a remake is the right answer, the normal build lead time applies and you go to the front of the queue.

Do not send anything back before we have answered — unannounced parcels sit in receiving for days.

6. Care, by material

Most warranty claims we decline are avoidable. This is the whole of what we would tell you in the studio.

Material	Cleaning	Conditioning	Avoid
Shell cordovan	Dry brush with horsehair, weekly	Rarely — twice a year at most, a trace of neutral cream	Water, oil, any wax polish. Ripple is normal; do not try to iron it out
Vegetable-tanned calf	Damp cloth, dried flat away from heat	Neutral balm every three months, thinly	Saddle soap, alcohol, direct sun on the dyed face
Suede and nubuck	Rubber crepe brush, dry only	None. A light protector spray before first wear	Any liquid, any cream, any attempt to scrub a mark out
Alligator and lizard	Soft dry cloth along the scale, never across	Reptile-specific balm twice a year, on the belly side only	Water under the scales, heat, any brush
Rubber (FKM)	Warm water and mild soap, rinse, air dry	None needed	Solvents, petrol, prolonged UV, silicone dressings
Canvas and sailcloth	Soft brush; spot-clean with cold water	None; treat the leather lining as calf	Machine washing, bleach, wringing
Milanese and steel	Warm water, soft brush at the clasp, dry thoroughly	None	Ultrasonic cleaners on plated finishes, abrasive polish

Two general rules that matter more than any product. Rotate: a strap that gets a day off lasts roughly twice as long, which is the honest argument for a wardrobe rather than a favourite. And take it off in the shower, the sea and the pool — every leather on that table, without exception.

7. Your statutory rights

Nothing here reduces the rights you have by law. EU consumers have a two-year legal guarantee of conformity against the seller, and where a strap is not as described or not fit for purpose you may require repair or replacement and, failing that, a price reduction or termination. Our warranty sits on top of that and is easier to use. If we ever disagree about which applies, the route out is in section 12 of the Terms of Service.