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Warranty Matters

As we take great pride in honouring our promise in relation to your purchase, we seek your kind understanding that some of our exclusive brands may take a while in performing any repair/exchange. In general, customers who wish to repair their products (within warranty) will need to be responsible for a single trip shipping fees to the origin country of manufacture. We will assess on a case by case basis before we proceed with the warranty claim.

 

Know more about Life Behind Bars Life Warranty:

LIFETIME WARRANTY

Life Behind Bars bags are covered with a lifetime warranty against defects, what this means is that if at any point you experience an issue or breakage that’s caused by manufacturing defect, we will repair or in some cases replace the bag with a new unit free of charge, the warranty applies to the original owner. This limited lifetime warranty does not cover normal wear and tear, and abusive usage, also any alteration or permanent customization to the bag such as adding patches will void the warranty, essentially the warranty does not cover reasonable cosmetic damage that does not affect the function of the product. The warranty only covers the product itself, not including the contents of the bag, such as books, electronics, etc., the user is responsible for keeping their items safe.

We use the best Velcro and reflective strips available, and they will last a very long time, however due to their nature, Velcro will lose it’s stickiness a little over time and reflective strips will lose it’s reflectivity a little over time, and as such, they’re not covered by the warranty. 

If you want to claim your warranty, please email it to: shop@hooksavenue.com

Please give a thorough explanation and include clear pictures at the defective point in multiple angles as well as a proof of purchase such as your online order code, or picture of receipt.

Once your claim has been approved you will then be given an instruction of either sending the bag to our retail partner where you bought the bag, or send it back to one of our Indonesia workshop for repair. 

Shipping Cost

Customers who require repair (within warranty period) will need to be responsible for a single trip to Indonesia at SGD30. Kindly contact us via email to shop@hooksavenue.com, establish a confirmation for repair feasibility before sending the product to our warehouse located at:

1 Bukit Batok Crescent, #09-15. WCEGA Plaza. Singapore 658064

Attention: Keith Kooh c/o Hooks Avenue

 

Replacement Parts

Our bags also sport the highest quality POM (Polyoxymethylene) parts and buckles available in the market, which are more adequate in withstanding normal to heavy usage, thus if breakage happen to our plastic parts, it’s usually almost always due to user error, accident, or negligence in usage. Regardless, we provide part replacements (usually free) should you need to replace them, some parts might take longer than others to ship due to availability. Please note that you are responsible for the cost of shipping these small parts, please contact us at shop@hooksavenue.com if to get replacement parts, if possible, please include picture of the part that you need. 

Know more about Orbit Gear Lifetime Warranty:

LIFETIME WARRANTY

We stand behind our products.

ORBIT Modular Gear & Carry Goods proudly offers a limited lifetime warranty for every in-line style purchased from us.

We stand by the design, quality and craftsmanship of our goods, which is why we cover any defective item stemming from production error or material defect. Some examples include zippers, hardware, stitching, and fabric defects. 

Customers who require repair (within warranty period) will need to be responsible for a single trip to Indonesia at SGD30. Kindly contact us via email to shop@hooksavenue.com, establish a confirmation for repair feasibility before sending the product to our warehouse located at:

1 Bukit Batok Crescent, #09-15. WCEGA Plaza. Singapore 658064

Attention: Keith Kooh c/o Hooks Avenue