Now that you have decided to get your device Crafted; it is important to know about the warranty and after sales processes. Although Craft is completely committed to creating quality devices and accessories that feature incomparable style and craftsmanship with each item being handmade and hand-assembled to ensure that top quality, at times mistakes do happen and we are fully committed to rectify them.
CRAFT Warranty Policy
Craft provides a 1-year warranty period for custom phone pieces, custom headphones, cases and other Crafted electronic products.
All customized skins in the DIY kit come with a lifetime warranty.
It is strongly recommended that you do not get your unit repaired / opened / serviced / fixed etc by anyone; the Warranty by CRAFT will be deemed VOID if this happened. No one is authorized by us to carry out repairs and checks on behalf of CRAFT
Warranty Claim Process
In order to claim your warranty, please write to us at craftsupport@merlin-me.com or Call us at +971 50 453 4319 stating your issues along with your “Order Number Details” and a clear picture of defect.
We will get back to you within 2 working days.
The purchase of a new device from CRAFT includes a 1 year warranty.
Service, repair or alterations by any personnel other than CRAFT's authorized service centers will invalidate any warranty.
The customization/personalization process voids the original manufacturer's warranty.
All personal data, third party or try & buy applications shall not be warranted under this limited warranty. Also, please take a backup of your personal data before handing over your device as CRAFT will not be responsible for any loss of data in the process of service / repair.
Service and repair depending on the issue will require a maximum 15 working days.
All warranties are applicable Worldwide.
All courier and custom expenses and the responsibility of sending your device to our warehouse in UAE and back to your country will be borne by you.
Warranty on Gold Crafting
Warranty Period and Policy
The standard warranty for a gold service is 1 year from the shipping invoice with no extensions. The warranty is not transferable, and is only valid for the original device and the original device owner. The warranty protects the consumer against defects in the gold such as peeling, cracking, fading, or other related defects.
Exclusions
The damage or failure resulting directly or indirectly from fire, accidents, theft, abuse, negligence, alteration or tampering are not covered and any parts related to accidental damage repairs will be at cost to the customer.
Examples of damages NOT covered by our warranty service:
Physical damage to the LCD
Deep scratches/gouges in the gold coating
Spill damage
Gold coating damage caused by adhesives
Internal damages caused by dropping of unit or other obvious external damages
Damages to the gold coating caused by a tight fitting or hard case
Operational failure of any expansion plugs/slots caused by customer abuse
Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product with the appropriate labor and parts fees applied. This also applies to any other damages due to user negligence.
Warranty on Cases Crafting
Warranty Period and Policy
The standard warranty for a cases service is 1 year only on print from the shipping invoice with no extensions. The warranty is not transferable, and is only valid for the original device and the original device owner.
Exclusions
The damage or failure resulting directly or indirectly from fire, accidents, theft, abuse, negligence, alteration or tampering are not covered and any parts related to accidental damage repairs will be at cost to the customer.
Examples of damages NOT covered by our warranty service:
Deep scratches/gouges in the cover
External cracks / Internal damages caused by dropping of unit or other obvious external damages
Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product with the appropriate labor and parts fees applied. This also applies to any other damages due to user negligence.
Warranty on Paint Crafting
Warranty Period and Policy
The standard warranty for a paint service is 1 year from the shipping invoice with no extensions (unless you have purchased additional warranty). The warranty is not transferable, and is only valid for the original device and the original device owner. The warranty protects the consumer against defects in the color such as peeling, cracking, fading, or other related defects.
Exclusions
The damage or failure resulting directly or indirectly from fire, accidents, theft, abuse, negligence, alteration or tampering are not covered and any parts related to accidental damage repairs will be at cost to the customer.
Examples of damages NOT covered by our warranty service:
Physical damage to the product
Deep scratches/gouges in the paint coating
Spill damage
Paint coating damage caused by adhesives
Internal damages caused by dropping of unit or other obvious external damages
Damages to the paint coating caused by a tight fitting or hard case
Operational failure of any expansion plugs/slots caused by customer abuse
Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product with the appropriate labor and parts fees applied. This also applies to any other damages due to user negligence.
Warranty on Engrave Crafting
NO WARRANTY CLAIM ON THE ENGRAVE SERVICE
Warranty on Skin Crafting
Warranty Period and Policy
The standard warranty for a skin service is lifetime from the shipping invoice with no extensions. The warranty protects the consumer against defects in the texture such as peeling, cracking, fading, or other vinyl-related defects. The warranty is not transferable, and is only valid for the original device and the original device owner. Also, the replacement will be done with the best available skins options and the fee of AED 10/per side payable for warranty claims .
Exclusions
The damage or failure resulting directly or indirectly from fire, accidents, theft, abuse, negligence, alteration or tampering are not covered and any parts related to accidental damage repairs will be at cost to the customer.
Examples of damages NOT covered by our warranty service:
Physical damage to the skin on account of drop
Deep scratches/gouges in the textured skins
Textured skins damage caused by adhesives
Internal damages caused by dropping of unit or other obvious external damages
Damages to the texture coating caused by a tight fitting or hard case
Operational failure of any expansion plugs/slots caused by customer abuse
Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product with the appropriate labor and parts fees applied. This also applies to any other damages due to user negligence.
Some Frequently Asked Questions:
Q: Will Apple Care be valid on my device
A: Apple Care will not be valid on your device as the warranty is covered by Craft
Q: Can I extend my device or service warranty with CRAFT ?
A: Yes; at the time of placing the order you can select extended warranty of 6 months and purchase the same at a nominal cost.
Q: Does the CRAFTING process affect any existing warranty I may have on my product?
A: Our crafting customization process voids the original manufacturer's warranty.
Q: What does a CRAFT warranty include
A: Purchasing a customized product from Craft includes a 1 year parts and labor warranty.
Q: Does my warranty period start over after my product has been repaired?
A: No, the standard warranty for a product is 1 year from the shipping invoice with no extensions, unless you have purchased extended warranty.
Q: Will the repairs cost me anything?
A: The standard product warranty covers all costs for regular hardware failure within the warranty period dictated in your original purchase order. Accidental damages are not covered and any parts related to accidental damage repairs will be at cost to the customer.
Q: What type of Damages are not covered under Warranty
A: Examples of damages NOT covered by our warranty service:
Should any of the above damages be discovered by our technicians, your product will be treated as an out of warranty product and appropriate labor and parts fees will be applied.
Q: I dropped/struck/or otherwise damaged my product in such a way that the paint has become chipped or scratched, will Craft repaint it for me?
A: Yes, we can repaint the same for you at an additional cost; since such type of damage is outside warranty.
Q: Do I need to back up my music/movies/photos/data when I send my product for warranty claim / issues?
A: We highly recommend that you back up any important data before sending your unit in for repairs. In events requiring part replacement for personal handheld devices data may be erased when the product is restored.
Craft is not responsible for any information lost during the repair process.
Q: When sending my product for repair will it be repaired or replaced?
A: We may replace a broken part if necessary or repair them according to the problem. We will not replace the entire unit unless the costs to repair it exceed the cost of a whole new product.
Q: I found a defect on my item. What should I do?
A: While every effort is taken so that you receive your order in perfect condition, unexpected situations could still happen. Should you discover a defect in the item(s) you receive, contact us at craftsupport@merlin-me.com with your issues, mention the “Order Number details” and a clear picture of the defect. We will get back to you within 2 working days.
All courier and custom expenses and the responsibility of sending your device to our warehouse in UAE and shipping costs back to your country will be borne by you.
Q: Does engrave service have a warranty?
A: No, there is no warranty available on the engraving service.
Q: Do the skins and protection services have lifetime warranty?
A: Yes, the standard warranty for a skin service is lifetime from the shipping invoice. The warranty covers defects in the texture such as peeling, cracking, fading, or other vinyl-related defects. The warranty is not transferable, and is only valid for the original device and the original device owner. Also, the replacement will be done with the best available skins options and the fee of AED 10/per side payable for warranty claims.
Warranty Information
These terms and conditions apply to you as you have availed of the customization service you have ordered from CRAFT. We recommend you read these terms and conditions carefully before completing your order for customization services and retain a copy for future reference.
Section I:
(a) Craft warrants this product against workmanship defects and non-accidental hardware failures for a predetermined time period dependent on the level of warranty purchased by the customer. The standard warranty provided on new products purchased from Craft supplies the customer with 12 (twelve) months of coverage against aforementioned defects and failures unless an extended 06 (six) month warranty has been purchased. Some exclusions may apply - for exceptions see (b, c, and d). If the customer discovers a defect in the workmanship or experiences operational failures of any new product within the first 7 (seven) days after receipt Craft will, at its option, repair, replace or refund the product for the full purchase price provided the product is returned to the Craft service department within 30 (thirty) days, after obtaining a return product authorization (RPA number) prior to shipping the defective product (see Section II). Returns for any other reason must also be made within 30 (thirty) days of receipt including the aforementioned RPA number and will be subject to a 25% restocking fee.
(b) Products purchased from a Craft authorized retailer are covered by our standard warranty extending for 12 (twelve) months from the date of sale as long as a copy of the dated sales receipt is included with the product. Authorized retailers cannot make any changes or extensions to the warranty terms and conditions. Craft will not honor the warranty on an authorized retailer product without a copy of the receipt. Products requiring warranty services must be sent back to Craft with a RPA reference number and not the authorized retailer in question.
(c) Personal product sent in for the Craft coloring process is warrantied against defects in materials and workmanship for a period of 30 (thirty) days from the date of shipping the finished product. Note that the coloring process will typically void any non-Craft outstanding warranties the customer may have. If you discover a defect, Craft will, at its option, repair or replace the product as long as the defect is found to be at the fault of Craft and reported within the aforementioned thirty (thirty) day period.
(d) Gaming controllers sold as a customized accessory, have a standard warranty of 90 days.
Section II:
When sending in a product for repairs, the RPA reference number must appear plainly on the outside of the shipping packaging. RPA numbers can be obtained by emailing or calling Craft at the address and phone number printed on the Craft website. All RPA numbers are valid for 30 (thirty) days after being issued after which the customer must contact Craft for a new RPA number or the product in question will be returned to the listed shipping address without being serviced. Customers must attach their name, address, telephone number, email address, RPA number and description of the problem to each product returned for warranty service. Craft will, at its option, cover any transportation fees relating to the return of the RPA product to the customer only if the return shipping address is within the country of the original order. Any product returned for repairs without a RPA number will be returned to sender, without exception, due to failure to follow proper policy. Also note that Craft has no liability for loss of recorded data, the cost of recovery of lost data, lost profits and the cost of installation or removal of any products or the installation of replacement products. Repair and other service options for all customized Craft products will be maintained for 2 (two) years after the final sale of such products.
Section III:
(a) This warranty applies only to hardware products customized or manufactured by Craft that can be identified by the Craft trademark, trade name, or logo affixed to them. Craft provides no warranty whatsoever for any software provided with its products; such software is warranted separately by their manufacturers. Craft does not warrant any hardware products that are not Craft products. This warranty does not apply if the product has been modified without written permission of Craft or if a Craft serial number has been removed or defaced. Product modification includes, but is not limited to unauthorized alteration of the hardware that may involve removal of case components. The Craft dead pixel policy with regards to a LCD or Plasma display requires a minimum of two dead or stuck pixels to qualify for warranty repair service. This warranty does not apply to damage caused by third party products used in conjunction with a Craft product; acts of nature, a loss of product functionality caused by accidental damage, cosmetic damages, or any faults potentially caused by the services of a non Craft representative. Such damages are not covered by this warranty and any related repairs will be at cost to the customer.
(b) Craft guarantees that proper use of Craft branded soft cases, handles or other accessories will not cause any staining, discoloration or damage to the high gloss or matte finishes applied to our products. Such cases or other enclosures are not meant to protect products from being dropped, crushed, struck or otherwise physically damaged. Craft cannot be held responsible for any such damages under the terms of this warranty.
Section IV:
Only Craft is authorized to make any modifications, extensions or additions to this warranty and reserves the right to make changes without advance notice (a current version of the warranty is available on the Craft website). Craft is not responsible for special, incidental, or consequential damages resulting from any breach of warranty, or under legal theory, including but not limited to lost profits, downtime, goodwill damages to or replacement of equipment and property and any costs of recovering, reprogramming or reproducing any program or data stored in or used with Craft products. Some states do not allow the exclusion or limitation of incidental or consequential damages or exclusions of implied warranties, so the above limitations or exclusions may not apply to you. The warranty and remedies set forth above are exclusive and in lieu of all others, whether oral or written, expressed or implied. Craft specifically disclaims any and all implied warranties, including, without limitation, warranties of merchantability and fitness for a particular purpose.