Refund policy

THE WARRANTY

We are proud of our low number of warranty claims. Spikes & Sparrow products are handmade, so despite our regular checks, defects or flaws can occasionally still occur. You can expect our products to be of good quality, which is why we give a 2-year warranty on all our products from the purchase date shown on the receipt. Proof of purchase (receipt) is required if a product needs to be repaired under warranty.

In principle, we repair the bag. In exceptional cases, we replace the bag or refund the purchase price. This warranty entitles the buyer to a repair in the event of defective parts or workmanship, under normal use. Normal wear and tear, such as scratches or minor damage, wear of the zips, and the leather becoming smooth or stretched, is not covered by the warranty, because this wear is part of a leather product.

BAG BOUGHT FROM AN ONLINE STORE*

If your Spikes & Sparrow product is defective or broken within the 2-year warranty period, we recommend that you go back to the online store or shop where you bought the bag. If the defect and the bag are covered by the warranty, the online store or shop will work with us to find a solution. In principle, the bag will be repaired. In exceptional cases, the bag will be replaced or refunded.

* These warranty terms apply to bags bought from a regular (online) store at regular prices. If you bought your bag at a discount or from a discount store, different rules may apply, depending on the seller. Please check these terms with the seller.

BAG BOUGHT FROM THE SPIKES & SPARROW SHOP

Did you buy the bag from our own online store? Then send an email to service@spikesandsparrow.com with photos of your product, the defect and (a copy of) the proof of purchase. We will let you know within 5 working days what will happen next (for example, whether you need to send the bag to us).

Make sure you include a copy of your proof of purchase (the receipt we emailed you once we received your payment) with the bag. Also enclose a fully completed repair form. You can download this form here. 

If you don’t have a printer to print the form, you can also write the required information, such as your address and a description of the problem, on a piece of paper and add it to the parcel.

REPAIRS AFTER THE WARRANTY PERIOD

Our bags last for years. So sometimes a defect may occur (long) after the warranty period. In most cases, we can repair this for a fee. You can send an email to service@spikesandsparrow.com. Explain clearly in the email what is broken and include clear photos. We will then find out for you whether the repair is possible and how much it will cost. Or we will send you a spare part that you can take to a cobbler to have repaired there.

RETURNING AN ITEM / RIGHT OF WITHDRAWAL

After receiving your ordered product, you have a 14-day cooling-off period to decide whether or not to keep it. Would you like to return your product to us within that time? Then please use the return form supplied. You will also find all the conditions on this form. Even if something is wrong with your order, such as an incorrect item or a damaged product, you can return it to us. In that case, please also use the return form. Don’t have a return form? Download the return form here.

CONDITIONS FOR RETURNS:

  • You return the item within 14 days of receipt.
  • The item is in new condition, unused and well packaged.
  • Fill in your return form as completely as possible.
  • Returning an item is free of charge.
  • We process your return within 14 days of receipt. This also means that you will get your money back within that period, to the same account you used to pay us.

If you paid for your order with a gift card, you will receive the part you paid with the card as a gift card. Anything extra you paid yourself will be refunded to your account.

RETURNING AN ITEM

  1. Fill in the return form
  2. Go to www.spikesandsparrow.com/returnlabel for your free return label and print it.
  3. Pack the item, including the form, in the original (or a similar) box and seal it securely.
  4. Attach the return label to the box and hand the parcel in at a UPS service point.