SHUAFAY Warranty Policy

This Warranty Policy applies to eligible SHUAFAY-branded physical products bought for retail use through:

• shuafay.com;
• an official SHUAFAY marketplace listing;
• a seller or commercial channel expressly authorized by SHUAFAY.

The voluntary warranty lasts for 12 months from the confirmed delivery date. If the delivery date cannot reasonably be established, SHUAFAY may use the verified purchase date.

No separate warranty registration is required. The customer must retain valid proof of purchase, such as:

• a SHUAFAY order number;
• an invoice or receipt;
• a verified marketplace order record;
• a gift receipt connected to the order.

The warranty principally applies to the original retail purchase. A genuine gift recipient may submit a claim where valid proof of purchase is available.

Used, resold, counterfeit, sample, unauthorized or privately purchased products are not covered by this voluntary warranty unless SHUAFAY confirms otherwise in writing.

Product-specific warranty terms

A product page, certificate, quotation, order confirmation or written agreement may provide a different or longer warranty for a specific product. That written product-specific term takes priority for that product.

Excluded SHUAFAY services

This physical-product warranty does not govern SHUAFAY Wallet activity, SHUAFAY Studios digital services or other service projects. Their applicable policies, quotations and service agreements apply.

The warranty covers a verified defect in materials or workmanship that:

• existed at delivery or arose from a manufacturing fault;
• appeared during normal and intended use;
• was not caused by wear, impact, misuse, care, alteration or another excluded cause;
• was reported within the applicable warranty period.

Potentially covered examples

Subject to inspection and the complete facts, covered defects may include:

• seam or stitching failure caused by incorrect construction;
• a zipper, snap, rivet, buckle or other hardware component detaching because it was incorrectly installed;
• lining separation caused by a manufacturing or assembly defect;
• incorrectly secured panels, pockets, collars, cuffs or closures;
• material splitting or structural failure not reasonably attributable to wear, impact, unsuitable care or external damage;
• a material departure from the confirmed product specification;
• a verified production error in an approved custom order.

The appearance of damage during the warranty period does not automatically establish that it is a manufacturing defect. SHUAFAY must assess the probable cause.

Unless mandatory law requires otherwise, the voluntary warranty does not cover:

• normal wear and tear, aging, surface wear, patina, creasing or softening;
• scuffs, scratches, abrasion, cuts, tears, punctures, burns or impact damage;
• accidents, falls, collisions, crashes or road abrasion;
• improper use, excessive force, overloading, neglect or failure to use the product for its intended purpose;
• machine washing, unsuitable dry cleaning, tumble drying, ironing, bleaching or use of incompatible chemicals;
• damage from water, rain, sweat, salt, humidity, mould, heat, flame, sunlight, oils, perfume, cosmetics, sanitizers or dye transfer;
• failure to follow the care label or SHUAFAY Leather Care Guide ;
• alteration, repair, cleaning, reconditioning or customization by an unauthorized third party;
• damage caused by accessories, armour, objects, luggage or equipment used with the product;
• theft, loss, cosmetic preference or change of mind;
• subjective concerns about comfort, weight, feel, drape or fit where the product conforms to the confirmed specification;
• changes in the customer’s body size, posture or intended layering;
• damage caused during customer-arranged shipping without adequate packaging;
• removed or altered identification labels where product verification becomes impossible.

Consumable and wear components

Components subject to gradual wear—such as zipper sliders, fasteners, elastic, hook-and-loop surfaces, lining contact points and removable accessories—remain covered only where their failure is verified as a manufacturing defect rather than ordinary use.

Leather is a natural material. Each hide may show individual grain, pores, healed marks, veining, creasing, texture and tonal variation.

The following are not ordinarily manufacturing defects:

• natural grain variation;
• minor scars or surface character;
• differences between panels or hides;
• normal creasing at movement points;
• patina developing through wear;
• softening or shaping to the wearer;
• minor dye-lot variation;
• colour differences caused by lighting, photography or screen settings.

Some leathers are intentionally waxed, distressed, washed, tumbled, pull-up or vintage finished. Variation and gradual visual development may be part of the intended product character.

Care responsibility

Customers must follow the internal care label and product-specific instructions. Where the product is leather, use the Leather Care Guide and consult a qualified leather-care professional before intensive cleaning.

Do not assume a leather or textile product is waterproof, machine washable, dry-cleanable or suitable for a particular chemical unless the product information expressly confirms it.

Custom, personalized and made-to-order products remain covered for verified defects in materials and workmanship during the applicable warranty period.

A custom warranty claim may qualify where, for example:

• the product materially differs from the approved written specification;
• a confirmed construction, stitching or assembly defect is present;
• the finished garment materially departs from the approved production measurements beyond reasonable manufacturing tolerance.

Not treated as a warranty defect

The voluntary warranty does not cover:

• incorrect measurements supplied or confirmed by the customer;
• a fit preference that differs from the approved fit direction;
• customer body changes after measurement;
• insufficient allowance for intended layering or movement;
• an approved colour, material, lining, hardware, logo or design choice;
• minor differences inherent in translating a reference image into a physical product;
• post-delivery alteration by the customer or another service provider.

Custom claims are assessed using the approved measurements, order notes, design references, communications and production information.

The Custom Clothing and Made-to-Order Policy and Custom Sizing Policy apply in addition to this Warranty Policy.

Motorcycle jackets, suits, pants, gloves and related products may be covered for verified defects in their materials and workmanship.

The warranty does not provide accident, crash or impact insurance and does not cover:

• road abrasion;
• impact or collision damage;
• tearing caused by a fall;
• damage from motorcycles or equipment;
• heat or exhaust contact;
• damage created when armour or accessories are installed incorrectly;
• reduced protective integrity following an accident or severe impact.

Stop using a product where a crash, impact, tear, failed seam, damaged closure or other condition may have affected its integrity. Visible appearance alone may not reveal all damage.

Product-specific performance claims

A product is treated as certified, armoured, abrasion-rated, waterproof, flame resistant or compliant with a safety standard only where that claim is expressly stated for the specific product and supported by applicable documentation.

This warranty does not create a certification or protective-performance claim that was not included in the original product information.

Post-accident support

SHUAFAY may, where technically and commercially feasible, assess whether a paid repair is possible. Such assistance is separate from free warranty coverage and does not guarantee that protective integrity can be restored.

Notify SHUAFAY promptly after discovering a potential defect and within the applicable warranty period.

Submit the claim through the official SHUAFAY Contact page and identify the subject as Warranty Claim.

Information required

• customer name;
• account email address;
• order number or marketplace reference;
• product name, colour and size;
• SKU or model number where available;
• delivery or purchase date;
• a clear description of the issue;
• when and how the issue first appeared;
• clear photographs of the complete product;
• close photographs of the affected area;
• photographs of the internal product and care labels;
• relevant information about use, cleaning, care, alterations or an accident.

For a custom product, also provide the approved measurements, design confirmation or other relevant specification where available.

Protective or worsening defects

Stop using the product where continued use may worsen the damage, make assessment more difficult or create a safety concern.

Do not send the product without authorization

SHUAFAY will first review the available evidence and provide return or inspection instructions where required. An unauthorized parcel may be refused, delayed or sent to an incorrect facility.

Initial review

SHUAFAY may begin with photographs, order records, product information and customer explanation.

A preliminary opinion based on photographs is not always a final warranty decision. Physical inspection may be required.

Inspection condition

A returned product must be reasonably clean, dry and hygienic. SHUAFAY may delay or refuse handling until a product can be inspected safely.

Remedy selection

Where a covered defect is verified, and subject to mandatory law, SHUAFAY may provide one of the following proportionate remedies:

1. Repair: correction of the affected stitching, hardware, lining, panel, component or other repairable area.
2. Replacement: replacement of the product or affected component with the same or a reasonably equivalent item.
3. Refund or account adjustment: where an appropriate repair or replacement is unavailable, impractical or legally insufficient.

Repair is normally preferred where it can restore the product reliably without disproportionate delay or cost.

Equivalent materials and components

Where the original leather, lining, zipper, hardware, colour or component is unavailable, SHUAFAY may use a functionally suitable and reasonably comparable alternative.

An exact colour, grain or finish match cannot always be guaranteed when repairing a used natural-leather product.

Replacement availability

If the original model, colour or material is discontinued, a reasonably equivalent alternative may be offered. The customer will be informed before a materially different replacement is supplied.

Refund allocation

An approved refund normally follows the original payment allocation. Amounts paid using SHUAFAY Wallet may return to the Wallet, while externally paid amounts may return to the original payment method.

Warranty after a remedy

A repair or replacement does not automatically restart the original warranty period. Unless mandatory law provides more, the repaired or replaced area remains covered for the remainder of the original warranty period or 90 days from return to the customer, whichever is longer.

Pre-authorization required

Do not purchase return shipping or send the product until SHUAFAY has provided written instructions.

Claims preliminarily accepted for inspection

SHUAFAY will advise whether:

• a prepaid label is available;
• reasonable standard return postage may be reimbursed;
• the product should be sent to a regional or manufacturing facility;
• another inspection arrangement applies.

Premium, express, insured or unusually expensive shipping is reimbursed only where SHUAFAY approved it in writing before dispatch.

Verified covered defects

For a verified covered defect, SHUAFAY will ordinarily bear reasonable standard shipping needed to return the repaired or replacement product, subject to location, carrier access and applicable law.

Non-covered claims

If inspection finds no manufacturing or material defect, SHUAFAY may provide:

• a written assessment;
• a paid repair quotation where available;
• return-shipping options;
• care or replacement guidance.

The customer may be responsible for inspection, cleaning, repair and transport costs associated with a non-covered claim, but no charge will be imposed without reasonable notice.

International customs

Customers must follow the supplied customs and repair-return instructions. SHUAFAY is not responsible for avoidable duties, brokerage or delays caused by incorrect declarations or unauthorized shipping.

Packaging responsibility

The customer must package the product securely and retain tracking and dispatch evidence. Damage caused by unsuitable customer packaging may not be covered.

Marketplace purchases

For a product purchased through an official SHUAFAY marketplace listing, the customer may be required to begin the claim through the original marketplace account or order page.

Marketplace procedures, seller records and mandatory marketplace protections may apply in addition to this Policy.

Unauthorized sellers

SHUAFAY cannot verify the origin, condition, storage, alteration or authenticity of a product purchased from an unauthorized seller. Such products are not covered by this voluntary warranty unless SHUAFAY confirms otherwise.

B2B and private-label orders

B2B, wholesale, private-label and contract manufacturing orders are governed primarily by the accepted quotation, approved sample, purchase order, quality agreement and written commercial terms.

The retail 12-month warranty does not automatically apply to bulk commercial orders. The agreed commercial defect allowance, inspection procedure, claim period, repair, replacement, credit and transport terms take priority.

Mandatory rights

Nothing in this Policy excludes or restricts a consumer right or remedy that applicable law does not permit SHUAFAY to exclude.

Limitation to the affected product

Subject to mandatory law, this voluntary warranty is limited to the affected product and the remedy described in this Policy. It does not cover indirect loss, loss of use, lost opportunity or third-party costs.

Policy changes

SHUAFAY may update this Policy for future purchases to reflect product, operational, legal or service changes.

The warranty terms in effect when an eligible product was purchased will ordinarily continue to govern that product unless a later change is more favourable or mandatory law requires another result.

Contact

For warranty assistance, submit the complete claim details through the official SHUAFAY Contact page .