Warranty & Breakage Policy
the loom lab — Warranty & Breakage Policy
Effective date: July 4, 2025
This document sets out the statutory warranty and related procedures applicable to Loom Lab’s handmade ceramic products. It is intended for consumer customers and reflects the mandatory provisions of EU and German law (Gewährleistung). the loom lab does not provide additional commercial guarantees or goodwill replacements beyond the statutory rights described below. Please note that due to the handmade nature of our ceramics, slight variations in color, pattern, glaze, or shape are normal and not considered defects; such natural variations are not covered by the warranty.
Scope
This policy applies to consumer purchases of the loom lab products purchased through our online store and official retail channels, unless otherwise agreed in writing. Different terms may apply for business customers, wholesale orders, or bespoke commissions; such terms will be specified in the relevant contract or order confirmation.
What Is Covered
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Manufacturing defects at delivery: If your ceramic item arrives with a material or production defect (e.g., a structural flaw, hidden crack, or glaze fault), it is covered by the statutory warranty. We will remedy such defects at no charge through repair or replacement.
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Hidden defects: Even if a flaw was not visible on the surface at the time of delivery, it is covered if it can be shown to have existed at delivery (e.g., a crack revealed after first use).
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Shipping damage on delivery: If the item arrives broken or damaged in transit, this is treated as a defect at delivery. Please notify us immediately so we can handle the carrier claim and send a replacement free of charge (see Claim Procedures below).
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Buyer’s remedy: Under the law, you can choose repair or replacement as your remedy. We will honor your choice unless one remedy is impossible or unreasonably costly.
What Is Not Covered
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Accidental or intentional damage by the customer: Any breakage or damage caused after delivery (for example, dropping, knocking over, or misuse of the item) is not covered by the warranty. If you deliberately or accidentally damage the item, there is no entitlement to a replacement or repair under the statutory warranty.
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Wear and tear: Normal wear from ordinary use (such as minor glaze scratches, fading of color, or small chips over time) is not covered. The warranty covers defects present at delivery, not gradual deterioration.
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Misuse or improper use: Damage resulting from misuse (for example, using a non-microwave-safe piece in the microwave, or putting an item in extreme conditions it is not rated for) is not covered.
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Unapproved modifications: Any damage caused by modifications or repairs done by the customer or a third party without our consent is excluded.
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Cosmetic variations: Because our products are handmade, slight differences in color, glaze finish, pattern, or shape between items are normal and not flaws. These handmade variations are not defects and are not covered by warranty. They are part of each piece’s unique character.
Burden of Proof and Time Limits
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Warranty period: The statutory warranty lasts for 24 months from the date you receive the product. This is a minimum period mandated by EU law (with no reduction for new consumer goods).
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First 12 months: For defects reported within the first 12 months after delivery, German law presumes the defect existed at the time of delivery. This means you do not need to prove the defect was present at handover – the burden is on us to disprove it. In practice, if you notify us of a defect in the first year, we must assume it was already there unless we can clearly show otherwise.
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Months 13–24: After the first year (months 13 through 24), this presumption no longer applies. You may need to provide evidence that the defect was already present at delivery (for example, expert assessment or photos taken at handover). In these cases, the burden of proof shifts to you.
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Notification: You should report any defect without undue delay after discovering it. Under EU law, you are generally expected to notify the seller within a reasonable time (typically no longer than two months from discovery) to preserve your rights. Prompt notice helps expedite the claim process.
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Claim deadline: No claims can be made after 24 months. If a defect appears after the 2‑year period, legal warranty rights have expired, and the seller (the loom lab) is no longer obligated to remedy it.
How to File a Warranty Claim
To claim under this policy, please follow these steps:
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Contact Loom Lab: Email our customer service at loomlab.berlin@gmail.com as soon as you notice a problem, and certainly within the 2-year warranty period. Provide your order number, date of purchase, and a clear description of the defect or damage.
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Documentation: Send photos or other evidence of the defect or breakage. Be sure to include an image of the entire item (and packaging if damaged). Good documentation helps us resolve your claim quickly.
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Return instructions: We will review your information and, if needed, issue you a return authorization and shipping label. Do not ship the item back until instructed. We may require that you return the defective item so we can inspect it.
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Retention of evidence: Until your claim is resolved, please keep the item and all original packaging (especially if it was damaged), as these may be needed for inspection by the loom lab or the carrier.
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Communication: Once we have all the required information, we will confirm receipt of your claim by email and advise on next steps.
Assessment and Response Timeframes
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Acknowledgment: We will typically acknowledge your claim within a few business days of receiving your notice (or the returned item, if required).
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Inspection: We will inspect the returned item promptly to determine if the defect is covered under warranty. Because our ceramics are fragile, inspections are done carefully.
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Decision: Within approximately 10–14 business days of receiving the item (or the relevant information), we aim to provide you with a resolution. If repair or replacement is needed, we will inform you of the timeline for that remedy.
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Repair or replacement: If the item needs repair, we will complete the work without undue delay. If replacement is chosen, we will ship the new item to you as soon as it is available.
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Communication: We will keep you informed by email or phone of any significant delays. German law requires that remedies (repairs/replacements) be carried out without “unreasonable delay,” so we strive to resolve valid claims promptly.
Return and Shipping Costs
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Prepaid return: If a defect is confirmed, the loom lab will cover all shipping costs for returning the defective item to us. We will provide a prepaid shipping label or reimburse you for the return postage. You should pack the item securely (preferably in its original packaging) to avoid damage in transit.
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Replacement shipping: the loom lab will also cover the postage for shipping the repaired or replacement item back to you. Under §439(2) BGB, these transport costs are part of our obligation in a warranty case.
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Invalid claims: If the inspection shows the issue is not a covered defect (for example, it was caused by misuse or an after-delivery accident), then the warranty does not apply. In that case, you would be responsible for the return shipping costs (to and from the loom lab). The carrier may levy charges for shipping, and we may deduct those from any reimbursement.
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Carrier requirement: Note that for safety and legal reasons, ceramics must be shipped as “non-hazardous goods.” Use sturdy packaging and mark the box as “Fragile.” We can advise on approved carriers or give a shipping label. Any damage occurring during return shipping that was not present at delivery may affect the outcome of the claim.
Data protection
Personal data supplied in connection with warranty claims will be processed in accordance with the loom lab’s Privacy Policy and applicable data protection law. Data will be used exclusively to process the claim and to communicate with the claimant.