Warranty & Repair Service
Warranty
Lefrik products are guaranteed for 5 years from the date of delivery. This warranty covers material and/or manufacturing faults, but in no case those caused by improper use of the product or its natural wear and tear. Warranty will also not cover change of opinion regarding the purchase.
Top tip to take care of our products and prolonging their useful life: avoid overloading your backpack as materials may stretch too much, therefore losing its shape, and seams and zippers may be damaged. In our care guide you can find more information about how to take care of your Lefrik product and clean it properly.
In order for the warranty to apply, the product must have been purchased through our website, official store in Madrid, or at any of our authorized stockists, and a proof of purchase must be presented.
How does it work?
If you purchased your bag at www.lefrik.com, or our flagship in Madrid, fill out this form including the details of your order and a description of the damage. If you can include some pictures of the product in question, it will be easier for us to process the claim.
FAQ
What if I purchase at an authorised Lefrik stockist?
You will first need to contact the store your purchased the item from, as they know our warranty policy. If they cannot help, nor reply, please contact us via this form and include your purchase receipt.
What does the warranty cover?
Warranty covers:
- Used-up or broken hooks.
- Scratched reflective band.
- Detached handles.
- Wore off strap.
- Broken or rusted snap buttons.
- Flayed/torn interior and exterior seams.
- Broken zip slider, or damaged zip teeth - Please bear in mind the way of openning the bag may cause this issue, use the puller correctly.
- Broken plastic clasp or buckle.
- Tearing of the product fabric.
- Manufacturing defects.
- Broken or torn cord, or missing metal stopper.
- Broken backpack eyelet.
Warranty does not cover:
- Mould or bad smells in the product due to dampness or use.
- Tearing or damage of the product for incorrect use or machine washing.
- Wrinkling of the backpack by washing in hot water.
- Tearing or scuffing of the backpack due to use.
- Broken wheels due to incorrect use.
- Decoloration due to excesive sun exposure.
- We do not mass produce our
items which means each embroidered text may be slightly different. This is not
considered as a fault in our product and therefore is not included.
What do I need to provide as proof payment?
If you purchased your product from our website, you will need to share with us your order number. This number is included in the confirmation email you received after placing your order.
If you purchased your product from our Madrid Flagship, or from any of our authorised stockists, you will need to provide us with a photo of the purchase ticket.
Is your warranty already over?
No worries! Write to us via our contact form and let us know what your problem is. If you need spare parts for the repair, and we have them available, we will be able to send them to you.
Repair service
At this moment, we are only able to repair bags in our official store in Madrid. If you are from the Iberian Peninsula and want to fix your bag in this city, please fill out this form.
For customers based in other locations, we offer the shipping of the replacements pieces needed to fix your product. Additionally, we have created a collaborative map where you can find or add a repair shop near your home. This way, we are creating a net to support local shops and help customers to find a place to repair their bag.
If you have any questions about repairs, or the cost associated to this service when not covered by our warranty, do not doubt in contacting us.