If your bag requires repair, please follow the steps below:
1. Warranty Check: First, determine if your bag is still under warranty. Our products come with a warranty (brand dependent) covering manufacturing defects. If your bag's issue falls under this category and it's within the warranty period, the repair (or replacement) might be covered by us.
2. Contact Us: Get in touch with our customer service team - https://support.totembags.co.za/hc/en-us/requests/new. Provide them with details of the issue, the purchase date, and if possible, photos of the damaged area. This will help us determine the best course of action.
3. Repair Evaluation: Depending on the nature of the damage and the warranty status, we'll guide you on the next steps. This might include sending the bag to us for repair or providing other solutions.
4. Shipping: If we determine that the bag should be sent to us, please ensure it's cleaned and emptied before shipping. Depending on the warranty status and reason for repair, you may or may not be responsible for shipping costs.
5. Repair Time: Repair times can vary based on the nature of the damage and our current workload. Our customer service team will provide an estimated timeframe once the bag is assessed.
6. Alternative Solutions: If the bag cannot be repaired or if it's more cost-effective to replace it, we'll provide alternative solutions which may include a replacement or a discount on a new purchase.
Remember, regular maintenance and care can significantly extend the lifespan of your bag. Always refer to our care instructions to ensure you're taking the best possible care of your product. If you have any questions or concerns, our team is always here to help!