We stand behind the legendary quality and craftsmanship of all our products. Our warranty is valid only when the Timbuk2 product is purchased through Timbuk2 directly (via timbuk2bags.eu) or through an Authorized Reseller in Europe. When you bought your bag outside Europe but you are living in Europe, we will take care of your warranty claim at our discretion.
We also embrace the wild, twisty ways of life. If there is a defect in the materials or workmanship we will repair the bag at our discretion. Damages not covered are those resulting from abuse, normal wear and tear, accidental damage, and cosmetic damages that do not affect the functionality of the bag (such as scratches or stained fabrics). Any damage to, loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered.
Your Timbuk2 bag is sewn by hand and might contain some slight imperfections. These slight imperfections are the signs of true craftsmanship and add character to an already awesome product.
Warranty & Repair FAQ
What is covered by the warranty?
Manufacturing defects in materials and workmanship are covered, notwithstanding age. If there is a defect in the materials or workmanship we will repair the bag at our discretion.
*If your product arrived defective from Timbuk2bags.eu please get in touch with us on firstname.lastname@example.org and we'll move mountains to right your wrong.
What is not covered by the warranty?
Damages not covered are those resulting from abuse, normal wear and tear, cosmetic issues that do not affect the functionality of the bag, and accidental damage. Any damage to or loss of contents of a bag, loss of use, loss of time, or similar expenses are not covered. Unless a product is designed and stated to be machine washable, use of washing machines can result in damage not covered by our warranty. Dryers are never recommended and damage will not be covered under the warranty.
Wear and tear is damage that naturally and inevitably occurs as a result of normal use. Regardless of how carefully you use, or how well you care for your bag, it will eventually begin to show age and wear. Usual wear and tear not covered by the warranty includes changes in color, abrasions, and general breakdown of materials over time. Some examples of common wear and tear include color fading from sun exposure, worn elastic, and fabric wear, especially in high wear areas such as corners, reflective binding, worn Velcro, and worn shoulder or back padding. Some examples of accidental damage are rips or cuts in fabric, animals chewing or clawing on our products, as well as damage arising from airline abuse such as bent or dented luggage handles or damaged/cracked wheels & bottom plates.
Need Replacement Parts?
We also offer a limited number of replacement parts for those broken or missing clips, buckles and straps. Get in touch with us on email@example.com and we will do our best to help you out.
Warranty & Repair Process
Setup a Europe Warranty or Repair Claim
Timbuk2 offers repair services only in a few European countries for part of the Timbuk2 products. You must request for a repair claim number and send your product to us for repair services and/or warranty claims. Should your item be repairable and covered under the warranty, your item will be repaired or replaced at no cost. Repair requests for things not covered under our warranty will require a repair fee be paid. Should your item not be repairable, we will recycle or return the item un-repaired as per your preference. Return shipping within the European Union is covered at no additional cost, all other destinations will require payment for shipping costs.
Step 1. Request a repair or warranty claim number
Please request a repair or warranty claim number by sending a message to firstname.lastname@example.org outlining the following information:
- Style number
- Proof of purchase through Timbuk2 directly (via timbuk2bags.eu) or through an Authorized Reseller in Europe
- Description of the defect or of the issue you have with your bag, preferably with a picture
We will send you a confirmation of receipt of your request within 48 hours as well as an email with further instructions
Step 2. Send us the bag
If we have provided you with a repair or warranty claim number, please send the bag including a copy of the email with the repair or warranty claim number to the address provided in the repair details email. Be sure to write your repair number on the outside of your package. We recommend using the least expensive shipping method that will provide you with a tracking number and insurance. Timbuk2 Europe BV is not responsible for parcels lost in transit. So ….
- Package up your bag, include a copy of the repair email.
- Write the repair number on the outside of the package
Step 3. Evaluation / Repair
Once your item arrives, we will evaluate your claim and determine if the issues can be repaired and whether it is covered under Warranty. Because pictures don't tell the whole story, and we want to give your claim the best possible evaluation, we might give you an initial assessment on the basis of pictures during the process of Step 1, but final warranty assessments are only performed in person once we receive your bag.
- If the claim issues are covered by the warranty your bag will be repaired or replaced.
- If your repair requests include repairable issues that are not covered by the warranty, we will reach out via email with the repair fee and shipping costs if any.
- Non-covered items will not be repaired without the costs being covered.
- Repairs not paid for will be returned un-repaired after 15 days.