Effective Date: Apr 06, 2018
All certified Gentle Monster products are covered by a 1-Year Limited Warranty. Our Warranty will cover any manufacturing defects you may encounter with your frames.
This warranty will not cover damages caused by (1) commercial use, (2) wear and tear, or (3) misuse or customer negligence. Customer negligence is characterized by any damages caused by indirect, direct, or incidental actions and/or circumstances. This includes, but is not limited to: collision, fire, spilled food or liquid, abuse, improper or unauthorized repair, alteration, unusual stress, or improper modifications. If a product is returned with removed, damaged, or tampered labels, we will not be able to provide any warranty services.
To submit a repair request for your damaged frames, please visit one of our Flagship Stores or e-mail our team at supportUS@gentlemonster.com
If you choose to visit one of our Flagship Stores to submit your request, please ensure you bring:
• Your Authenticity Certificate Card (provided with every Gentle Monster purchase)
• A receipt or invoice (if purchased from one of our Official Stockists, please provide some form of proof-of-purchase).
If you choose to send your product in to our Repair Department, please e-mail us at supportUS@gentlemonster.com
to notify us of your incoming package. In your e-mail, please use the subject line "REPAIR" and include:
• A photo of your Authenticity Certificate Card (provided with every Gentle Monster purchase)
• A photo of your receipt or invoice (if purchased from one of our Official Stockists, please provide some form of proof-of-purchase).
• A photo of the area(s) of damage.
Our Customer Support team will notify you of the next steps in the procedure.
Repair services may take 1-3 weeks, depending on the condition of the product, what components are necessary to fulfill the repair, and the delivery time once the process is complete.
Damage that is not covered under our 1-Year Limited Warranty can still be serviced, however, such repairs will not be complimentary. Charges may apply for repairs if our Quality Assurance Department concludes that any damage is characterized by misuse or mishandling on the part of the customer.
In such instances, we will always seek your confirmation and consent before proceeding with any repair services.
In the case that you choose to decline a repair service, Gentle Monster will ship the product back to your provided shipping address. Return shipping costs may apply if the Authenticity Certificate Card is not provided with your product upon its arrival.
If you need any further clarification on the repair process, please don't hesitate to contact us at supportUS@gentlemonster.com
for guidance throughout your request.