At Ceylon Mastercraft (Pvt.) Ltd , we stand by the quality and craftsmanship of every product we create.
Our warranty ensures your product continues to perform beautifully for years to come.
Below you’ll find answers to common questions about your ECO DECO product warranty and service process. Whether you’re a local or international customer, we’re here to ensure your experience remains effortless.
1. What should you do if you find an issue with your product?
If you notice any performance or quality concern, please verify your product’s warranty details through our Service Portal using the serial number provided at purchase. You’ll usually find the serial number on the back of your product.
If your product is still under warranty, you can submit a warranty claim directly online. If your warranty has expired, don’t worry, you can still purchase original replacement parts to restore your product.
At ECO DECO, we believe in repair over disposal. We never want you to throw away something crafted to last.
2. What is covered under the warranty?
All ECO DECO products come with a 2–5 year limited warranty, depending on the item. The warranty covers:
Clock movement and internal components.
Wooden base, structure, and finish.
Other essential components related to product performance.
3. How to check your warranty status or apply for a claim or service?
Visit our Service Portal to verify your warranty details, check product information, or submit a service or repair request in just a few simple steps.
Attach a short description, photos, or videos of the issue to help us serve you faster. Our team will review and contact you with the next steps.
The warranty period for your specific item is also shown in your invoice and in the product details on our website.
4. How does the warranty work for Local and International customers?
For Local Customers (within Sri Lanka):
If your product was purchased and delivered within Sri Lanka, ECO DECO provides complete warranty service support.
Submit your claim through our Service Portal with a short description, photos or videos of the issue.
Our team will review your submission and contact you with the next steps.
Depending on the situation, we may:
Arrange a pickup or drop-off for inspection or repair.
Send replacement parts directly to your address if the issue can be resolved easily.
Complete warranty repairs or replacements free of charge during the warranty period.
For physical servicing, you can also visit or send your product to our official workshop:
We understand that returning a handcrafted product internationally can be costly and complex. To make your experience smooth and sustainable, ECO DECO offers remote warranty assistance.
Submit your claim through our Service Portal with a short description, photos or videos showing the issue.
Our technical team will carefully assess your submission and, if the issue is covered:
Ship replacement parts such as clock movements or hands, with simple installation guidance.
Provide repair advice or video instructions for easy home service.
Complete warranty repairs or replacements free of charge during the warranty period.
In rare cases, offer a partial refund or replacement unit, depending on the situation.
Our support team will communicate with you via email or WhatsApp to confirm details and updates.
International customers are responsible for any customs duties or taxes that may apply on shipped replacement parts.
5. How does the warranty work for Local and International customers?
Even after your warranty has expired, ECO DECO continues to support you.
You can contact us through our Service Portal for after-warranty servicing, part replacement, or product restoration.
If your product is out of warranty, our system will automatically guide you to our Spare Parts Collection, where you can purchase genuine components — including original clock movements, clock hands, and other compatible accessories.
These parts are filtered automatically based on your serial number, ensuring you receive the correct fit for your product.
6. What is not covered under the warranty?
Our warranty covers manufacturing defects and craftsmanship issues, but it does not apply to damages or conditions caused by external factors or misuse. Please note that the following are not covered under the ECO DECO warranty:
Physical damage due to drops, impacts, or improper handling.
Water or moisture exposure, including condensation or humidity damage.
Battery leakage or corrosion in the clock mechanism.
Alterations or repairs performed by unauthorised technicians.
Natural variations in wood grain, texture, or colour over time – these are part of the material’s organic beauty.
Normal wear and tear, including fading, scratches, or changes in surface finish due to environmental conditions.
Improper installation or use inconsistent with our product instructions.
We design our creations to last, and we’re here to support you every step of the way.
