1-Year International Craftsmanship Guarantee Policy
Loha Custom products are crafted with care using premium natural materials such as black walnut and other meticulously selected woods, as well as hybrid combinations with aluminum and high-quality components. Because natural materials inherently vary in appearance and behavior, this 1-Year International Craftsmanship Guarantee Policy (“Guarantee”) provides limited coverage strictly for workmanship-related defects under normal indoor use.
This Guarantee begins on the original order date and applies worldwide.
Products Covered (Non-Electronic Items Only)
This Guarantee applies to all non-electronic Loha Custom products, including the following categories:
Wood & Wood-Lacquer Products
- Wooden keyboard keycaps
- Wooden keyboard palm rests
- Wooden hybrid palm rests (e.g., Walnut × Beech)
- Wooden keyboard cases (60% and 60% with integrated palm rest)
- Eastern Walnut Lacquer Series
- Wood art
- Christmas Tree Coaster
- Essential oil diffusers (wood components only)
- Other handcrafted wooden or wood-lacquer products
Hybrid Wood–Metal Products
- Black Walnut × Aluminum Mouse Pad
- Other wood–metal mixed accessories
Non-Wood Accessories (Non-Electronic)
- Leather & microfiber desk mats
- Block Puzzle Felt Pin Boards
- Beast Boost Affirmation Cards
- Other non-electronic accessories
Electronic products are NOT covered under this Guarantee — they fall under the 1-Year International Manufacturer’s Warranty Policy.
What the Guarantee Covers
Natural Wood Cracking
Cracking that occurs naturally under normal indoor usage and is determined by Loha Custom to result from workmanship or material failure.
Workmanship Defects
- Bonding or lamination failure (e.g., wood separating from aluminum)
- Structural instability caused by poor craftsmanship
- Manufacturing defects present at the time of delivery
If Loha Custom confirms the issue is covered, we will provide a replacement at our sole discretion.
Exclusions — Damage NOT Covered
The following are not covered under any circumstances:
1. Natural Characteristics of Wood (Not Defects)
- Variations in grain, color, texture, or pattern
- Minor warping or dimensional changes
- Natural darkening or patina
- Variation between batches or individual parts
- Mineral streaks, pin knots, open grain, pores
2. Environmental Damage
Conditions that void the Guarantee:
- Humidity or temperature fluctuations
- Dry air, heating systems, or direct AC airflow
- Long-term exposure to sunlight or heat
- Moisture, spills, condensation, or high-humidity environments
- Outdoor use or use in uncontrolled environments
3. Handling & User Damage
Not covered:
- Drops, impacts, dents, chips
- Compression, bending, or force-related damage
- Scratches, scuffs, or surface wear
- Improper installation, misuse, or incorrect cleaning
- Chemical exposure or unapproved cleaning products
4. Modifications or Alterations
Not covered:
- Sanding, refinishing, re-oiling, staining
- Added coatings, treatments, adhesives
- Third-party repairs or modifications
- Any structural or material alterations
5. Non-Wood Components
Metal, rubber, felt, fabric, cards, and other non-wood components are not covered unless failure is proven to result directly from a craftsmanship defect.
How to File a Guarantee Claim
1. Contact Us
Email hi@lohacustom.com with:
- Order number
- Description of the issue
- Clear photos and/or videos
2. Return the Product (If Requested)
- Customer is responsible for return shipping costs.
- Loha Custom is not responsible for lost or damaged shipments.
3. Inspection & Verification
Loha Custom will inspect the product.
Loha Custom’s determination of cause, eligibility, and coverage is final and binding.
4. Resolution
- Approved Claim: Replacement with a new, refurbished, or equivalent product.
- Denied Claim: Returned at no cost, with no compensation.
No refunds, store credit, repairs, or exchanges are offered under this Guarantee.
Limitations of Liability
To the fullest extent permitted by law:
- Loha Custom’s liability is strictly limited to replacement of the defective product.
- Loha Custom is not responsible for:
- Environmental or climate-related damage
- Wear and tear
- Indirect, incidental, or consequential damages
- Loss of profits, revenue, or property
- Personal injury or property damage related to product use
This Guarantee replaces all other warranties, express or implied.
Guarantee Period
- Valid for 1 year from the original order date
- Applies only to the original purchaser
- Non-transferable
Loha Custom may update this Guarantee at any time without prior notice.
