THE GUARANTEE
In principle, we repair the bag. In exceptional cases, we replace the bag or refund the purchase price. This guarantee entitles the buyer to repair due to 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 slippery or stretching are not covered by the guarantee, as this wear and tear is part of a leather product.
BAG BOUGHT FROM A WEBSHOP*
If your Spikes & Sparrow product is defective or broken within the 2-year warranty period, we recommend you return to the webshop or shop where you bought the bag. If the defect and the bag are covered by the guarantee, the webshop 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 conditions apply to bags bought in a regular (online) webshop at regular prices. If you bought your bag at a discount or in a discount shop, different rules may apply, depending on the seller. Please check these conditions with the seller.
BAG BOUGHT AT THE SPIKES & SPARROW SHOP
If you bought the bag in our own webshop, please send an e-mail 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 (whether you need to send the bag to us, for example).
Make sure you send a copy of your proof of purchase (the receipt we sent you by e-mail as soon as we received your payment) with the bag. Also include a fully completed repair form, which you can download here.
If you do not have a printer to print the form, you can also write the necessary information, such as your address and a description of the problem, on a piece of paper and add it to the package.
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 e-mail to service@spikesandsparrow.com. Explain clearly in the e-mail what is broken and include clear photos. Then we will find out 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 and have repaired.
RETURNING AN ARTICLE / RIGHT OF WITHDRAWAL
After receiving your ordered product, you have 14 days of reflection to keep the product or not. Would you like to return your product to us within that time? Then please use the return form provided. All conditions can also be found on this form. Also if there is something wrong with your order, such as a wrongly delivered item or a damaged product, you can return it to us. In that case, please also use the return form. Download the return form here.
TERMS AND 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 will 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 voucher, you will receive the part you paid with the voucher as a gift voucher. What you added extra yourself will be refunded to your account.
RETURN AN ITEM
- Fill in the return form
- Go to www.spikesandsparrow.com/returnlabel for your free return ticket and print the ticket.
- Pack the item including the form in the original (or similar) box and seal it tightly.
- Place the return ticket on the box and hand over the parcel at a UPS service point.