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Guarantee and repairs

Thirty days to get the fit right, ten years to keep it wearable. Here is exactly what is covered, what is not, and how a repair actually works.

The guarantee

Made to your numbers. Kept for ten years.

A sweater knitted for one person cannot go back on a shelf. That is the honest trade of made-to-order — so we carry the part of the risk we can actually control.

One free adjustment

If the fit is off, the first re-knit or re-size within 30 days of delivery is free. We do the work at our cost; postage is not included.

Ten years of repairs

Holes, seams, cuffs, elbows — send it back any time in the next ten years and we repair it. Wear-and-tear repairs are charged at postage only.

Custom, so no returns

Because each piece is knitted to your measurements after you order, we cannot accept returns or refunds for a change of mind. This is stated on every product page and at checkout.

If it arrives damaged, or not as the measurements we confirmed with you, we remake it at our cost. Full terms in our returns and adjustments policy.

The long view

What it looks like in year three

Nobody photographs a sweater in its third winter, so here is what actually happens — including the parts that are not pretty.

First month It pills, and that is normal. Surface fibres work loose where a bag strap or a seatbelt rubs. That is loose fibre leaving the yarn, not the yarn failing. Two or three washes and it settles; a cashmere comb takes off what is left.
Year one Cashmere blooms; merino holds. Cashmere gets softer and slightly fuzzier as the fibre opens up. Merino keeps a tighter, drier surface and a sharper rib. Neither is still shrinking — the panel was knitted to a finished measurement, not washed down to one.
Year three Elbows and cuffs go first. That is true of every knitted garment and we are not going to pretend otherwise. The difference is that a knitted panel can be repaired: a cuff or an elbow can be re-knitted and re-linked without touching the body. The rib recovers after a wash instead of staying stretched, because it was never pulled over a size.
Year ten Still repairable. That is the whole point of the ten-year term — not that nothing wears out, but that wearing out is not the end of the sweater.

What actually kills a sweater, in order: a hot wash followed by a tumble dryer; hanging it by the shoulders on a hanger; moths in a closed drawer between seasons; and shaving pills off with a razor instead of a comb. None of those are the fibre’s fault, and all four are avoidable.

Practical

How a repair actually works

Send a photo and your Fit ID. Write to hello@mochimaster.com with a picture of the damage and the code from your order. No form to fill in.
We tell you what it is, and what it costs. Within one working day: either it is covered, or it is a wear-and-tear repair at postage only, or it is honestly not worth repairing — we say so.
Post it back, we knit it, we return it. Cuffs, hems and elbows are re-knitted on the same machine at the same gauge and re-linked by hand. A panel replacement takes about a week; a small darn, two or three days.

Repairs are done at our own workshop, on the machine the sweater was originally knitted on — which is why the term is ten years and not “lifetime”. The yarn stays in production, so a repair in year eight still matches the colour you ordered.

The small print, in plain words

What is not covered

What the guarantee covers and what it does not
Situation	Covered?
Fit is off on the first sweater, within 30 days of delivery	Yes — one free re-knit or re-size, our labour. Postage not included.
Hole, split seam, worn cuff or elbow, any time in ten years	Yes — repaired, postage only.
Arrives damaged, or not as the measurements we confirmed	Yes — remade at our cost, both ways.
You changed your mind about the colour or the yarn	No. It cannot go back on a shelf.
It shrank after a hot wash or a tumble dryer	No. We can quote a re-knit, but it is a new sweater.
Moth holes after a season in a closed drawer	Repaired under the ten-year term, postage only — moths are not a warranty matter, but the repair is cheap.
A second adjustment after the first one	Charged at our cost, quoted before we start.