ChiaoGoo Limited Product Warranty

At ChiaoGoo, we stand behind the craftsmanship and quality of our tools. Every authentic, new ChiaoGoo product purchased from an authorized ChiaoGoo dealer carries a limited warranty against manufacturing defects during the product’s expected useful life, as reasonably determined under normal use conditions and applicable law.

This warranty covers unexpected factory defects existing at the time of manufacture. It does not cover normal wear and tear from extended use, wear over time, misuse, accidents, improper storage, or products purchased second-hand. Proof of purchase and/or physical inspection of the item may be required for warranty evaluation.

1. What IS Covered (Manufacturing Defects)

A “manufacturing defect” is defined strictly as a flaw in materials or workmanship that existed when the product left our factory and that prevents the product from performing as reasonably expected under normal and intended use. Examples of covered issues include:

• Machining & Threading Defects: Milled threads that do not allow a tip or cable to screw together completely or securely upon initial use.
• Surface & Join Defects: Rough or crimped joins straight out of the package, incorrectly shaped needle points, or metal components separating from tip shafts due to factory adhesive/bond failure.
• Material Defects: Exposed internal wire sticking out of a cable out of the package, or deep scratches/marks present on a product when brand new.
• Accessory & Case Defects: Broken snaps, faulty zippers, or incorrectly packaged sets straight from the factory.

2. What IS NOT Covered Under Warranty

A. Kinked Cables & Natural Wire Wear

• Memory-Free vs. Kink-Free: Our TWIST red, blue X-Flex, and silver SWIV360 cables are memory-free, but they are not kink-free. The internal multi-strand steel core will hold a permanent kink if pinched or bent sharply.
• Cable Strain & Wear: Over time, the internal steel core inside circular cables can experience metal fatigue from repeated bending, tight knitting tension, or lifting heavy projects solely by the cable or joins. Think of bending a paperclip back and forth—repeated strain causes eventual wire fatigue.
  Helpful Tip: Visit our YouTube channel (@chiaogoo) and watch our “Saving Your ChiaoGoo Cables!” video for techniques to prevent cable strain and extend the life of your cords.

B. Needle Damage, Wear & Tear, or External Accidents

• Physical & Tension Damage: Deep scratches, bent or dented tips, and structural breakage resulting from heavy/large projects, tight tension, or accidental force (e.g., stepping, sitting on, or dropping needles) are NOT considered manufacturing defects.
• Cosmetic Wear: Gradual fading or rub-off of printed size markings from regular hand use and skin oils over time is considered normal wear and tear.
• External Damage: Needles or cables chewed by pets, cut by scissors, or exposed to extreme heat or chemical damage are not covered.

C. Amazon, Marketplaces & Unauthorized Resellers

ChiaoGoo does not sell directly on third-party online marketplaces (such as Amazon or eBay), nor do we sell directly to marketplace storefront operators.

• Unauthorized Sellers & Counterfeits: Products purchased through unauthorized third-party resellers, discount sites, or second-hand channels are not covered under this warranty. ChiaoGoo may request proof of purchase or other information sufficient to verify authenticity before processing a warranty claim. Counterfeit products are strictly excluded from warranty coverage.
• Shipping & Marketplace Errors: If you received the wrong item, an incomplete shipment, or a product damaged in transit through an online marketplace seller, you must contact that seller or platform directly for assistance.

3. How to Request a Replacement (End Consumers)

ChiaoGoo reserves the right to determine, in its reasonable judgment, whether a product failure results from a manufacturing defect after reviewing the submitted information or inspecting the item.

 In the US:

• Option 1 (Fastest): Contact the authorized US retailer where you originally purchased the item with your proof of purchase.
• Option 2: Click “Replacement Request” on this page and complete the online form.
  1. Our customer care team will review your claim and may ask for additional evidence, proof of purchase, or require that the physical product be mailed in at no charge for quality control purposes.
  2. Approved replacements are fulfilled at no charge via standard ground shipping (USPS First-Class Mail). (Note: Please check your spam folder if you do not receive a reply).

 

Warrantor Contact Information (U.S. Claims)

Warranty obligations under this Limited Warranty are performed by: ChiaoGoo Customer Care & Warranty Department

Mailing Address: 1950 Stephenson Hwy, Troy, MI 48083

Email: customercare@chiaogoo.com

 Outside the US:

Please contact the authorized retailer in your country where you purchased the product. Because international shipping, customs, and local consumer protection laws vary, your local authorized shop and regional distributor manage warranty claims for their market.

4. Limitation of Liability & Legal Terms

• Exclusive Remedy: To the extent permitted by law, ChiaoGoo’s obligation under this warranty is limited to the repair or replacement of the defective product, at ChiaoGoo’s discretion.
• Limitation of Damages: To the maximum extent permitted by applicable law, ChiaoGoo shall not be liable for any indirect, incidental, special, or consequential damages resulting from the use or failure of any product—including, but not limited to, damaged yarn and project rework costs. Nothing in this warranty limits liability that cannot be excluded or limited under applicable law, including liability for personal injury caused by a defective product.
• Implied Warranties: To the extent permitted by applicable law, any implied warranties, including warranties of merchantability and fitness for a particular purpose, are limited to the duration of this limited warranty.
• International & Local Rights: For international customers, where local law or regional distributors provide mandatory consumer rights, those statutory rights are not affected by this warranty. ChiaoGoo reserves the right to modify this policy prospectively at any time for future purchases.

5. State Law & Statutory Rights (US Consumers)

Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.

6. No Unauthorized Modification

No retailer, distributor, agent, or representative of ChiaoGoo is authorized to modify, expand, or waive the terms of this limited warranty unless expressly authorized in writing by ChiaoGoo.

Any additional questions or concerns can be directed to customercare@chiaogoo.com.