Our products are crafted to endure. Every INCARNE® item comes with a 3‑year warranty: should a material or workmanship fault occur, we’ll make it right.
What "3-year warranty" means
The warranty covers defects caused by manufacturing or material faults under normal use conditions.
Warranty starts from the date of purchase.
Duration: 3 years.
What the warranty covers
The warranty covers manufacturing defects in materials and workmanship. Below are the specific items included and the common exclusions:
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Stitching & thread — Seam separation or thread breakage caused by a manufacturing defect.
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Structural elements — Detachment or loosening of handles, straps, loops, or flaps resulting from faulty construction; damage caused by overloading is not covered.
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Hardware — Failures of snaps, screws, carabiners, buckles, magnets, and zippers due to manufacturing faults; damage from impact or forceful use is excluded.
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Materials — Delamination or critical defects in leather or lining that stem from a production fault, not from normal wear, accidental damage, or improper care.
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Edge finishing — Peeling or delamination of edge coatings caused by a manufacturing defect; wear from friction, impact, or moisture is not covered.
What the warranty does not cover
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Normal wear and tear — scratches, scuffs, patina, color changes, creasing, and other signs of everyday use.
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Exposure to water, moisture, chemicals, or heat — stains, warping, delamination, or other damage from contact with water, harsh cleaners, alcohol, solvents, or excessive heat.
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Mechanical damage — cuts, punctures, impacts, drop marks, or damage caused by animals.
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Overloading — deformation, tears, or pulled‑out attachments resulting from carrying weight beyond the product’s intended capacity.
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Improper use or care — machine washing, soaking, drying on radiators or with hairdryers, or storing in damp conditions.
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Third‑party alterations or repairs — any modifications, re‑stitching, recoloring, or repairs performed by unauthorized third parties.
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Natural characteristics of leather — variations in texture, natural pores, and slight shade differences that are inherent to the material and not defects.
How to make a warranty claim
1. Prepare the details
- Your order number.
- 2–5 photos: one full view of the item plus close‑ups of the issue
- Short description: what happened, when you noticed it, and how the product was used
2. Contact us
Reach out via any convenient channel listed on our contacts page. Provide your order number, photos, and description.
3. Assessment
In most cases, photos with a short video are enough for an initial evaluation. If a physical inspection is required, we will arrange the best way to proceed and guide you through the next steps
What we do under warranty
If your claim is covered by our warranty, we’ll make it right — at our discretion we will:
- repair the product free of charge, or
- replace the product or the affected part if repair is not possible or practical.
If the case is not covered — we will honestly explain why and offer a paid repair if feasible.
Repair timeframes
Repairs typically take 3 to 21 business days from the moment the product arrives at our workshop. Timeframes may vary depending on workload and complexity — we always keep you informed.
Shipping and logistics
As our workshop operates from Ukraine, international warranty repairs are managed individually. After we verify the defect, we will coordinate the most efficient resolution with you: return shipping to our atelier, an authorized local repair, or a replacement, depending on what’s most practical.
Important
- This warranty applies only to products purchased through INCARNE®’s official channels and authorised partners.
- Personalisation (e.g., debossing or engraving) does not invalidate warranty protection for defects in construction, stitching, or hardware; however, personalised items may not be eligible for an identical replacement.
Contact us
If you have any questions, feedback, or need help with your INCARNE® piece, please contact us — we’ll respond personally and promptly.