Our Lifetime Guarantee

Our products are designed to last a lifetime, crafted to age well and become uniquely yours, with each mark and scratch telling its own story. The longer you use them, the more you'll be helping the planet by offsetting the energy it took to produce them, and by reducing single-use packaging and food waste.

Our guarantee is simple and honest. With your help, we strive to keep every product we make working as intended for as long as possible.

THE FINE PRINT

OUR TEAM


Our customer support team consists of real, friendly people dedicated to fairly assessing the product problem that you have. We are passionate about our designs, and committed to maintaining them for life, viewing our relationship with you as a lifelong partnership to keep your product functioning for as long as possible.

HOW TO MAKE A CLAIM


Please contact askme@black-blum.com with the following information:

• If the item was ordered directly via the Black+Blum website, please provide your order number.

• Add a description of the defect and details on when it was first noted.

• A photograph or video of the product which illustrates the issue.

LIABILITY


We do not accept liability for any items returned to us without prior notification or authorisation. Please do not return products to us without contacting us first. 

We cannot accept responsibility for loss or damage in transit. Please ensure the products are sent with a tracked service.

DISCONTINUED PRODUCTS


We genuinely do our best to keep spare parts available for all products in the main countries where we sell, but sometimes product parts are limited in colour options or do go fully out of stock and can't be replenished. If we no longer carry a spare part for a discontinued product, then hopefully we can make it up to you in another way.

REPLACING A PART OR A WHOLE PRODUCT


We will only replace the whole product when it is not possible to repair it by replacing just the faulty part. If a part fails during normal use, we'll do our best to replace that part free of charge. In case of damage from accidents, misplaced part or in cases where our Use & Care Guidelines have not been correctly followed, we will suggest that you purchase the relevant spare parts. 

INTERNATIONAL CUSTOMERS

We are a small company, but do sell all over the world. We hold stock in the UK, EU and USA, but if you are outside of these areas, you will need to cover the cost of postage for any spare parts or replacement products.

WHAT IS NOT COVERED BY THE LIFETIME GUARANTEE

Damage caused by abuse or negligence. We treat each case on an individual basis to assess if the product has been looked after and our 'Use & Care guidelines that come with the product have been followed. [NB some of the simpler products do not have specific U&C guidelines]

Standard wear and tear. We want you to enjoy using our products as much as possible, but not all materials have the same lifespan.

  • STAINLESS STEEL - It is strong and should last a lifetime, but if it breaks/fails in normal use (and not from misuse) then we will replace that part or the whole product. However, this does not include dents, scratches, black burn marks or darkened finish if the product has been used in an oven.

  • GLASS - Glass can be fragile and break if not treated with care or when it is subjected to a rapid change in temperature. Should your glass item break in normal use (not from misuse) (e.g. for example it arrives (arriving) broken in shipping), then we will look to replace it, but will judge each case individually. If one of our glass products breaks from dropping one of our charcoal filters into it, this will not be covered in the Lifetime Guarantee.

  • BAMBOO - Bamboo is strong, but can be cut with a knife and stained by certain foods. It should not break if cared for as guided in the instructions. Mold can form in overly humid conditions if it is not stored correctly, and this will not be covered by the Lifetime Guarantee.

  • PLASTIC – Some of our products contain certain (We use a few different) types of plastic. Not all are dishwasher safe or microwave safe. If a plastic part should break in normal use (not from misuse), then we would look to replace this part. Plastic can scratch and stain, but this would not be covered by the LP (by us) if it is still functioning. If plastic is overheated in a microwave or dishwasher, then it can warp, melt or even develop a pitted surface and this would not be covered by the Lifetime Guarantee.

  • SILICONE - Silicone can tear, break or fail over time from general use. It can also hold mold, dirt or stains, if not cleaned regularly. Replacing silicone parts will be treated on an individual case basis. We will guarantee them for 2 years and replace these parts should they fail from normal usage.
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