Guarantee
保証
Two guarantees, what each one covers, and how to claim.
Last updated 7 October 2026
- TEN YEARS ON THE FACE
- If the face wears until an impression is no longer legible within ten years of dispatch, under normal use, we re-carve it free from the vector you approved.
- ACCEPTED, OR RE-CARVED
- If a ward office refuses a design we marked Registered, we re-carve it free. Tell us through the contact form; many wards give no written refusal, so if you were given anything in writing, we will ask for a photo of it when we reply. One re-carve per order; the new face is composed to the same name.
- DESIGNS MADE IN THE STUDIO
- A seal made from a design you composed in the Studio is custom work. We carve it exactly as you approved it, and the guarantees on this page do not cover it.
- WHAT IS NOT COVERED
- Damage after delivery, loss, and a change of name — a new name is a new seal. Nor a refusal because the characters you approved differ from your residence record: checking them is yours (see Terms of sale). A seal damaged in transit is covered under Shipping & cancellation.
- HOW TO CLAIM
- Write to us through the contact form (hanko.works/contact), choose “Guarantee”, and give your order number. We answer within one business day and ask for photos of the seal — and of anything the ward gave you in writing.
- LAW
- This guarantee sits alongside your statutory rights under Japanese consumer law and does not limit them.