Every one of our products is sewn by hand, stitch by stitch, by the artisans (makers) at our local sheltered workshops. Because each piece is hand-crafted in small batches, we have confidence in our workmanship — and we are willing to stand behind it. That is why we offer a One year basic warranty on every product.
The warranty runs for 12 consecutive months from the delivery date (the day you receive your item). Within this period, if your product develops a craftsmanship-related issue under normal use, we will repair it for you free of charge.
We want to be clear: this warranty is not a piece of cold fine print, but a commitment to the craft of our makers. Every order is inspected by hand before it is packed and shipped — yet with handmade work, the occasional oversight is inevitable. Should an issue genuinely arise, please feel at ease to contact us, and we will do our utmost to set it right.
This warranty does not affect your statutory rights under Hong Kong's Sale of Goods Ordinance.
Within the warranty period and under normal use, the following craftsmanship-related issues are covered, and we will repair them for you free of charge:
Where the above issues are caused by craftsmanship (rather than misuse or accidental damage), they fall within our responsibility. If you are unsure whether your situation is covered, the simplest approach is to take photos, fill in the form and contact us — we will assess it and tell you honestly whether it can be repaired.
In the interest of fairness and clarity, the following situations are not covered by the basic warranty. These mostly arise from everyday use, accidents or human handling, rather than craftsmanship issues:
If your product falls into one of the above situations but you would still like it repaired, you are welcome to contact us to discuss it — in some cases we may be able to offer a paid repair option (depending on the extent of the damage and material availability), assessed and quoted case by case.
The round-trip shipping cost for a warranty repair is shared equally between the customer and Broken Fingers+.
We believe this is the fairest arrangement — on one hand, the makers' labour and material costs of the free repair are borne entirely by us; on the other, the shipping is split evenly, with each side paying half, so neither party loses out.
The round-trip repair shipping totals HK$60 (HK$30 to send in + HK$30 to send back), shared equally between the customer and Broken Fingers+, i.e. HK$30 each. Return shipping for overseas or remote areas will be quoted case by case — with no hidden charges.
Making a warranty claim is simple. Please fill in our warranty repair form (an online Google Form) so we can gather your details all at once and avoid the back-and-forth:
👉 Fill in the warranty repair form
When filling in the form, please have the following ready:
Once you submit the form, leave the rest to us. We will reach out to you proactively — there is no need to chase us.
We are a social enterprise, and our products are handmade by the artisans of our sheltered workshops — so repairs take time too. Thank you for your understanding and patience:
During especially busy periods, or if your product requires special materials or processes, it may take longer — should this happen, we will let you know in advance, and never leave you waiting in the dark.
Many customers confuse "warranty" with "returns and exchanges". Let us help you sort it out — choosing the right channel can greatly shorten the processing time:
In short: just received, unused, want a refund or a different style → use Returns & Exchanges; used for a while, something has gone wrong, want it repaired → use the Warranty. For the details and process of returns and exchanges, please see our Returns & Exchanges Policy; if you have any questions, you are always welcome to email us, and we will help you work out the quickest way forward.
Regarding the arrangements after a repair, there are a few points we want to make clear so that both sides are on the same page:
Whatever the outcome, we will communicate with you in the most candid way, and will never wait until your item arrives to tell you it cannot be handled.
Regarding whether to repair, and how the "scope of what can be repaired" is defined, Broken Fingers+ reserves the right to make the final decision.
We assess every case in a professional, fair and humane manner — but because the extent of damage, its cause and the condition of the materials differ from product to product, the final judgement on whether an item is covered, and on how much can actually be repaired, rests with Broken Fingers+.
Please rest assured that we will not use this right to make things difficult for customers; on the contrary, our starting point has always been to do our utmost, within what is reasonable and feasible, to mend the product you love. This term does not affect your statutory rights under Hong Kong's Sale of Goods Ordinance.
The reason we are confident in offering a one year basic warranty is that we have full confidence in the materials we choose.
Broken Fingers+ products are made from 69% apple-pomace bio-based leather — what we call "apple-recycled leather". This material has earned USDA Certified Biobased certification, and its biobased content has been verified by Beta Analytic to the ASTM D6866-22 standard.
Apple-recycled leather is tough and durable, and does not easily break or deform under normal use. Together with our artisans' hand-stitching, every product is made to be by your side for the long term — which is why many so-called "damage" cases are in fact only minor issues that, once mended, can be used happily for a good while longer.
Of course, even the most durable material needs proper care. Avoid contact with sharp objects, alcohol and large amounts of water, and wipe it gently with a dry cloth from time to time — this will extend the product's life and minimise the need for repairs.
Q: I've lost my order number — can I still make a warranty claim?
A: The order number (or proof of purchase) is required to confirm a warranty. Please first check the order confirmation email you received when you placed your order, or verify with us using the email address you ordered with. If no proof of purchase can be provided at all, we are unable to process a warranty claim free of charge — but we can still consider offering a paid repair.
Q: The warranty period has passed, but my product is damaged — can it still be repaired?
A: Yes. After the warranty period ends, we are still happy to offer a paid repair service (depending on the extent of the damage and material availability). Please fill in the warranty repair form as usual, and we will assess and quote it case by case.
Q: Are everyday scratches and wear covered by the warranty?
A: The natural marks of everyday use (scratches, wear, colour change, patina) are not covered — these are the marks of the leather living through time with you, and are perfectly normal. The warranty is mainly for craftsmanship issues, such as loose stitching, or hardware or adhesive coming loose.
Q: Are custom or engraved products covered by the warranty?
A: Customised / engraved products are not within the scope of the basic warranty. If a custom item develops a manufacturing issue, you are welcome to contact us and we will do our best to help.
Q: How long does a repair take?
A: We will reply within 7 working days of receiving your form; once we receive your returned product, repairs generally take 3 to 4 weeks.
For any questions about the warranty, the quickest way is to fill in the warranty repair form directly:
If you would like to enquire first, or have a question the form doesn't cover, you are also welcome to email us: info@brokenfingers-plus.com. We will reply as soon as we can.
Broken Fingers+ is operated by Brokenness Ltd., a Hong Kong registered limited company. Thank you for choosing to support a local social enterprise and the artisans of our sheltered workshops — every time you choose to repair, it is a gentle commitment to "mend, not discard". 💚