Warranty and Complaints – Customers from the European Union
At Mr. Strapsky, we care about the quality of our products and the satisfaction of our customers. That’s why every product purchased by a consumer within the European Union is covered by:
1. Statutory warranty (under EU law)
In accordance with EU law, customers in the European Union are entitled to file a complaint based on warranty for physical or legal defects, valid for 2 years from the purchase date.
This may include:
- manufacturing defects,
- non-compliance with the product description or agreement,
- damage caused by poor workmanship.
2. Mr. Strapsky’s voluntary warranty
In addition to the legal warranty, we offer a 24-month voluntary warranty on all our guitar straps, which covers:
- material defects (cotton, threads, leather ends),
- stitching issues or detaching components,
- hardware failures (buckles, adjusters, etc.).
What voids the warranty?
- Natural material wear, especially leather (e.g., stretching, softening, color changes, abrasion, visible signs of wear, etc.),
- exposure to water, sweat, or other liquids,
- use of cleaning agents or chemicals not designed for leather or cotton, • improper storage (e.g., direct sunlight, humidity, excessive bending), • any modifications to the product, including:
- altering leather ends (e.g., cutting, puncturing, reshaping),
- sewing on, attaching, or modifying any parts of the strap.
How to file a complaint?
1. Contact us at shop@mrstrapsky.com with:
- your order number,
- photos of the issue,
- a brief description.
2. We may ask you to return the product.
3. If your claim is approved – we will repair, replace, or refund.
Warranty – Customers outside the European Union
At Mr. Strapsky, we value our international customers.
Although we are not legally obligated to provide warranty services outside the European Union, we choose to do so voluntarily – under specific conditions.
This is quite rare – most European brands do not offer warranty coverage for non EU customers.
We do it because we stand by our craftsmanship and care about every customer, no matter where they live.
What does the warranty cover?
We offer a 24-month voluntary warranty covering:
- material and manufacturing defects,
- stitching faults and hardware issues (e.g., buckles),
- assembly errors not caused by misuse.
What voids the warranty?
- Natural wear and tear, especially on leather (e.g., stretching, softening, color fading, abrasion, visible signs of use, etc.),
- wrinkling, creasing or aging of leather due to long-term use,
- exposure to moisture, sweat, water, or improper chemicals,
- storing in unsuitable conditions (sun, bending, damp environments), • any product modifications, such as:
- altering leather ends (cutting, enlarging holes, reshaping),
- sewing, attaching, or modifying the strap with extra parts.
Warranty procedure
1. Contact us at shop@mrstrapsky.com, Include photos, your order number, and a short description of the issue.
2. We may ask you to return the strap for inspection.
3. If approved:
- we’ll repair it,
- replace it,
- or issue a refund.
Shipping, customs & fees
This warranty is offered voluntarily to customers outside the European Union – it is not a legal obligation.
You are responsible for:
- return shipping costs,
- any customs duties, taxes, or import fees.
- If the return generates any charges on our end (e.g., VAT, customs, courier fees), we will not cover them – in that case, the package will not be accepted and will be automatically returned to the sender by the carrier at your expense.
- Please make sure to declare that all fees are covered by the sender when shipping.
Thank you for your trust and understanding. This warranty is our gesture of goodwill for non-EU customers, and we are proud to offer it.