Repair Service
In-house repair service is available for all HENGE works at your cost.
Please note that all HENGE works are individually and manually created so we do not stock spare parts for replacement.
Thus all repair process will require the original parts of the work you purchased.
For this reason, there may be the case that the shape and the finish of the parts may look differ from the original state after repair.
In case you wish to perform the repair yourself, please feel free to contact us via email for technical advice.
Please note however that we will NOT be liable for any damage caused by the repair performed by you.
Process Flow of Repair Service
In principal we will communicate with you via email. However there may be the case that we would contact you by phone, according to circumstances.
| 1 | Customer→HENGE | Send us repair service request via email providing all the required information listed at the end of this page. |
| 2 | HENGE→Customer | We will propose the repair method and provide the quotation. |
| 3 | Customer→HENGE | Confirm if you accept our proposed repair method and the quotation. |
| 4 | HENGE→Customer | After receiving your confirmation, we will inform you of the payment method for the repair service. (Detailed information on payment method is provided in "Costs for Repair Service" section on this page) |
| 5 | Customer→HENGE | Make payment for repair service before sending out the work to our office (Additional costs incurred after the shipment will NOT be charged after repair). |
| 6 | Customer→HENGE | Send out the work to our office at your cost. |
| 7 | HENGE | After confirming the receipt of your payment and the work, we will begin the repair process. |
| 8 | HENGE→Customer | After completion of the repair process, we will send out the repaired work to you. At the same time we will send you email notice of the shipment. |
| 9 | Customer | Receive the repaired work. |
Standard Repair Methods by HENGE
(1) Breakage of Resin Parts
[Step1] Smooth the cut surfaces of broken parts and bond them together
with the adhesive and/or resin.
[Step2] After the adhesive/resin is completely hardened, sand the retouched
parts to make it smooth finish.
(2) Damage on Resin Parts (scratches and/or pits on the surface)
[Step1] Fill in the uneven surface with resin.
[Step2] After the resin is completely hardened, sand the retouched surface
to make it smooth finish.
(3) Bend or Distortion of Resin Parts
[Step1] Soak the bent or distorted parts into hot water.
[Step2] After the parts are softened by heat, promptly adjust it back into the original shape.
[Step3] Maintain the shape while cooling down the adjusted parts in air.
(4) Loosen Screws
Most joints of resin parts are joined by machine screws. The screws may
become loose due to the stripped female threads on resin parts.
[Step1] Fill in the spoiled screw hole with resin.
[Step2] After the resin is completely hardened, drill a new screw hole
at the same spot.
[Step3] Fasten a screw into the new hole.
(5) Loosen Ball-Joint Parts
With PVA (Polyvinyl-Acetate) craft glue
[Step1] Disassemble the ball-joint into two parts: ball and socket.
[Step2] Apply only a small amount of PVA craft glue to either ball or socket.
[Step3] Put them back together.
[Step4] Leave them until completely hardened, and the ball-joint will be
tight again.
With CA (Cyano-Acrylate) adhesive
[Step1] Disassemble the ball-joint into two parts: ball and socket.
[Step2] Apply only a small amount of CA adhesive to either ball or socket.
[Step3] Put them back together.
[Step4] Keep moving them while CA adhesive is hardening, and the ball-joint
will be tight again.
(6) Adjustment of Fitting between Parts
Fitting between parts will be adjusted using the above methods accordingly
In case it is confirmed that the need for repair is caused by our error,
then we will cover the costs for the repair process and the shipping rate
for return trip of the work. However please note that we cannot cover customs
clearance fee and import taxes etc. when you receive the repaired work.
In other cases (that NOT caused by us), the following instructions will
apply.
(1) Shipping Rate
Shipping rate (for a return trip) required by the repair service shall
be paid by the customer. The shipping rate for you to send the work to
us shall be paid by you when you organize the shipping, while the shipping
rate for us to send the repaired work back to you shall be included in
our quotation for the repair service.
(2) Breakdown of Repair Costs
Repair costs consist of 3 items:
1. JPY 2,000 for the basic charge for repair service
2. Expected material costs required for the repair, and
3. Shipping rate for us to send the repaired work back to you.
We will provide you a quotation consisting of these 3 items after receiving
your request email for repair service. Once the quotation is accepted and
agreed, we will NOT charge you more than the quoted amount even if the
actual repair cost becomes more than the quoted amount.
(3) Payment Method
・PayPal and bank transfer are available for payment.
・Bank transfer is available for the customers residing within Japan only. Please note that all bank transfer fees and transaction fees shall be paid by the customer
(4) Payment Request
After receiving your acceptance email for our proposed repair method and
the quotation,
For PayPal: We will send you email for payment request via
PayPal.
For bank transfer: We will send you email informing you of
the designated bank account for the payment.
List of Required Information for Repair Service
To get repair service, please send your request to us via email. Please provide all required information listed below. We will inform you of our proposed repair method and the quotation by return email.
- Subject of your request email: Please write "Request for Repair Service"
- Serial No. (Limited Edition No.) of your work
- Description of the parts which need repair service: Attachment of some photo images by digital cameras may be helpful for us to clarify the situation (Note: Photo images by mobile phones may not be clear enough and not recommended).
- Name of the customer
- Your shipping address: We will send the repaired work back to this address.
- Email address: In principal we will communicate with you via email.
- Phone number: There may be the case that we would contact you by phone according to circumstances.