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Adults 18+ only. Age is confirmed at checkout and again on delivery. Plain outer packaging on every order.
SILKENNEST brand mark SILKENNEST
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SILKENNEST information

What a warranty covers

A limited warranty is a written promise about defects, and it is worth reading before you need it. It is not insurance, it is not a satisfaction guarantee, and it does not cover everything that can happen to a device. What it does is set out three things: a period, a standard and a route. The period is how long the promise runs. The standard is what counts as a defect. The route is how you get a repair, a replacement or a part without paying twice.

The three words that shape a cover

Defect, workmanship and normal use carry most of the weight in any warranty text. A defect is a fault present from the start or introduced by the manufacturing process: a charging contact that never seated, a motor that fails in its first weeks, a seam that separates without being pulled. Workmanship covers how the item was assembled and finished. Normal use is the phrase that decides most arguments, and it is broader than people expect: charging with the cable supplied, storing the item dry, cleaning it with a compatible cleaner and not dropping it onto tile all sit comfortably inside normal use.

Usually inside the cover

  • A failure to charge or to hold charge that is not caused by a damaged cable or a bent port.
  • A switch, dial or button that stops responding during the cover period.
  • A motor that seizes, becomes harsh, or loses most of its output in ordinary use.
  • A seal or cap that fails and lets water in during the kind of use the rating allows.
  • A thread that strips on first assembly, before any part has been overtightened.
  • Parts missing from a kit as delivered.

Usually outside the cover

  • Wear that is expected: a silicone surface dulling with age, a cable fraying at the strain relief after months of use, a cell holding steadily less charge.
  • Damage from a drop, a bite, a pet, heat, a pressurised aircraft hold, or a solvent that attacked the surface.
  • Water damage beyond the stated rating, such as immersion of an IPX5 item.
  • Repairs attempted elsewhere, or a unit opened past the point the service instructions describe.
  • An item bought from a marketplace seller rather than from us, unless the order can be traced.

Proof, and why the box card matters

Keep the order confirmation and the card from the box. The card carries the model, the batch code and the date the cover starts. An order number alone usually identifies the purchase, but the batch code is what tells the service desk whether a fault is a one-off or a pattern, and patterns are what change a product. Photographs help as well: a picture of the charging port, the thread or the seal often settles a question in a single message instead of three.

How a claim runs, step by step

Write to the service desk with the order number, the batch code and a short description of what changed, including when it started. You will get a reply offering one of three things: a diagnostic step to try, a part, or a return instruction. If the item comes back, it is bench-tested against the same checks it passed before dispatch. A confirmed defect is repaired, replaced with the same model, or refunded if neither is possible. When a part is the answer, the part is sent and you keep using the device you already know.

Repair, replace, refund, in that order

Repair first is not stinginess. It is usually faster than a replacement and it keeps a working item in use. Replacement follows when a fault cannot be settled on the bench, and a refund follows when the model is out of stock and you would rather not wait. None of this removes any right you have under the law of your state, and where state law gives you more than this page describes, state law wins.

What keeps a cover alive

Follow the care line on the product page: charge with the cable supplied, dry the item completely before storage, clean it with a compatible cleaner, and leave the cap loose when a device is put away for a long stretch. None of that is complicated, and it is the difference between a claim that is obviously covered and one that turns on a judgment call.

Cover and the seller’s details

The cover terms described here are the store’s published terms and are printed on the card in the box. The seller’s legal entity, registered address and any registration numbers must be supplied by the operator before this store accepts live orders.

Contact

If a fault has started and you are not sure whether it is covered, describe it and ask. Email [email protected] or call +1 212 555 0142. A claim is opened with an order number and the batch code from the card in the box.