Warranty & Returns

Two separate things are described on this page. The warranty is a promise we make about how long the bag should last. Returns and cancellation are about changing your mind. Both sit on top of your statutory rights, which nothing here reduces.

1. The warranty

Warranty	Models
3 years	LitePak XS, LitePak Small, LitePak Medium, LitePak Large, SchoolPak, OmniPak, Maxi, DuoPak, Satchel, Olympic, Hercules
2 years	Minor, Junior, Prep Satchel, Student, Apollo, Carry Bag
1 year	Kinderpak, Premier Folio, Kit Bag, Boot / Gadget Bag, Shoe Bag, Havasak

The warranty period runs from the date of delivery and is stated on every product page.

What the warranty covers

• Seam and stitching failure under normal use.
• Zip failure, including sliders that no longer close the coil.
• Buckle, clip and adjuster failure.
• Delamination or cracking of coated fabrics and linings.
• Failure of a shoulder strap, hip belt or handle anchor point.
• Premature collapse of back panel foam that is not the result of persistent overloading.
• Faulty embroidery, or embroidery that does not match what you ordered.

What it does not cover

• Accidental damage, deliberate damage, or damage caused by a third party.
• Normal cosmetic wear — scuffing to the base, fading, and marking of light fabrics.
• Damage caused by machine washing a bag not listed as machine washable, by tumble drying, or by drying on a radiator or with direct heat.
• Damage from bleach, solvent or unsuitable cleaning products.
• Damage caused by loading a bag well beyond the capacity it was designed for, or by carrying objects that pierce or cut the fabric.
• Loss or theft, and consequential loss of the bag's contents.
• Bags bought second-hand — the warranty is available to the original purchaser.

How we settle a warranty claim

We arrange a repair where a repair will be as strong as the original, and we replace the bag where it will not. If the model is no longer available we replace it with the closest current equivalent. Where a repair or replacement is impossible or disproportionate, we refund. We pay the return postage on accepted warranty claims.

Making a claim

• Email us

  Send your order reference, the model name, the date of delivery and a short description of the fault to [email protected].

• Include photographs

  One of the whole bag, one close-up of the fault. Most claims are resolved from photographs alone, without the bag needing to travel.

• We respond within one working day

  We will tell you whether it is a repair, a replacement or a refund, and give you a returns reference if the bag needs to come back.

• Send it back only when we ask

  Please do not post anything without a returns reference — unlabelled parcels are very hard to match to an order.

2. Cancelling your order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance contract without giving a reason. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. To cancel, tell us clearly before the period ends — an email to [email protected] is sufficient. You then have a further 14 days to send the goods back.

We refund all payments received from you, including the standard delivery cost, within 14 days of receiving the goods back or of receiving evidence that you have sent them, whichever is earlier. If you chose a more expensive delivery service than our standard one, we refund the standard cost only. Refunds are made to the original payment method.

Our 30 day returns policy

On top of the statutory 14 days, we voluntarily accept returns of unused items in their original condition for 30 days from delivery. The item must be unused, unmarked, with all labels attached and in a condition we can resell. This voluntary extension does not affect your statutory rights.

Exceptions

Return postage

• Change of mind — you pay the return postage. We recommend a tracked service; the goods remain your responsibility until they reach us.
• Faulty, damaged, wrong item, or warranty claim — we pay the return postage.
• We may reduce a refund to reflect any handling beyond what is necessary to establish the nature and characteristics of the goods — in plain terms, a bag that has been used at school is not an unused return.

How to return something

• Email us for a returns reference

  Include your order reference and which items are coming back. We will confirm the address and reference by reply.

• Pack the bag properly

  Inside an outer box or bag — please do not attach labels or tape directly to the product. Include the returns reference inside the parcel.

• Send it tracked and keep the receipt

  Proof of posting is your evidence that the goods were sent within the cancellation period.

• We refund within 14 days

  To the original payment method, and we email you when it is processed.

3. Your statutory rights

Under the Consumer Rights Act 2015, goods supplied to a consumer must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery you have the short-term right to reject the goods and receive a full refund.
• Within the first six months you are entitled to a repair or replacement. If that fails, or is impossible, you may claim a refund which may be reduced to reflect use. During this period a fault is presumed to have been present at delivery unless we can show otherwise.
• After six months and up to six years (five years in Scotland) you may still have a claim, but you may need to show the fault was present at delivery.

Nothing on this page — including our warranty and our 30 day returns policy — limits or replaces these rights. Where our warranty is more generous than your statutory rights, you can rely on whichever is more favourable to you.

Complaints and disputes

If you are unhappy with how we have handled a claim, email [email protected] with "Complaint" and your order reference in the subject line. We aim to acknowledge within two working days and resolve within fourteen. If we cannot resolve it between us, you may be able to take the matter to alternative dispute resolution, or seek advice from Citizens Advice. Your right to bring court proceedings is unaffected.