Returns and Warranty

RETURNING AN ITEM

You can return the item(s) you bought on restrap.com within 30 days of the date of receipt of the item(s) and in an unused and resellable condition.

For returns past 30 days, please see our LIFETIME WARRANTY - If you purchased your item from a retail stockist please contact them directly to arrange for an exchange or refund.

1. Log into our return portal with your email address.
2. Select the items to return, provide a reason, and click "Request return."
3. If approved, you'll receive shipping instructions via email.
4. Print and fill out the 'Returns Form' and include it in your package.
5. Write the return address on the package.
6. Drop it off at your nearest postal point. We'll process it within 14 business days after receiving it.

DOWNLOAD RETURNS FORM

• Restrap is not responsible for the return postage costs, incorrect mailing or excess fees.

Restrap (Returns)
Unit G1
102 Kirkstall Road
Leeds
West Yorkshire
LS3 1JA
UK

 

EXCHANGING AN ITEM

To exchange an item, return the unwanted item and place a new order on restrap.com.

RECEIVING A REFUND

We will process your return as quickly as possible. After receipt of your returned item(s), we will refund the purchase price of the item(s). The time for processing your refund is two (2) weeks (14 calendar days) upon receipt. Your refund will be processed based on how you placed your original order.

Customer Support

If you need help finding your order number or have any questions about your return, please email restrap customer support via our Contact Page.

MISSING PRODUCTS OR DISCREPANCIES

If there are any discrepancies or missing items from your order, these must be reported to us within 48 hours of receiving the delivery. Failure to do so within this timeframe may result in our inability to address the issue.

RETURNING A WARRANTY RETURN

If an item does not perform to our promise of quality, you can send it back to us for repair or replacement. To make a warranty return, please return the item to the store you bought it from. The store will advise you and take care of the return.

If purchased directly from restrap.com, please follow the procedure below:

1. Contact our customer support by email (support@restrap.com).
2. Provide us with all the details of the return, such as:

• pictures of the product;
• your receipt or order number;
• your name, address and phone number.

1. Once accepted, we will provide you with the appropriate return method for within the UK.
2. You will have to use this method to return the item(s).
3. The product will be repaired or replaced based on assessment.

• The item(s) sent in for repair must be clean; please wash item(s) before mailing.

EXAMPLES OF COVERED DEFECTS: Defective sewing/stitching - in house craftsmanship of the product. Defective zippers, defective attachment hardware, and defective clips.

EXAMPLES OF WEAR AND TEAR THAT ARE NOT COVERED: Reasonable wear and tear such as rips, scuffs, peels, fading, crash damage, broken zippers and hardware over one year.

RETURNING A REPAIR

To have your gear repaired, please follow the procedure below - if you have been directed to these instructions from customer support, please skip to step 3:

1. Contact our customer support by email (support@restrap.com).
2. Provide us with all the details of the repair, such as:

• pictures of the product;
• your proof of purchase or order number;
• your address and phone number.

1. Once confirmed by our support team you can then proceed with sending it to our repair team at the UK workshop.
2. Please print and fill out the ‘Repair Form’ found below and include it with your product. If you do not have access to a printer then please write the requested information on a piece of paper instead.

• You will be responsible for the initial shipping and repair costs (outline of repair costs found below) - we will cover the return costs of the fixed product.

1. Make sure to write the return address on the outside of the package (found on the ‘Repair Form’).
2. Drop the package off at your nearest postage point.

DOWNLOAD REPAIRS FORM

 

Restrap (Repairs)
Unit G1
102 Kirkstall Road
Leeds
West Yorkshire
LS3 1JA
UK

 

FURTHER REPAIR INFORMATION

The item(s) will be evaluated and if there is to be a charge, you will be invoiced by email. If the item is deemed irreparable, we may, at our discretion, replace it or send a credit note for the purchase amount, provided damage to the item is not due to improper use of the item(s) by you. The irreparable Item will be recycled or resold at our annual sample sale. If the item has sentimental value, and you would like to have it returned to you rather than being issued a credit or replacement, please make this very clear to us when you are in contact with us for the repair label.

IMPORTANT

• You are responsible for the cost of shipping your item to us and we’ll take care of the rest. Please make sure that any item you send to us is clean or we won't be able to carry out your repair!
• The average turnaround time for repairs - with shipping - is about 28 business days, but may be longer during periods of high volume.
• The item(s) will be returned to you from our UK workshop.
• Restrap is not responsible for excess fees.

REPAIR COSTS

 Zip replacement - £15 / €18 / $20

Velcro strap replacement - £5 / €6 / $8

Patch & reinforce hole - £5 / €6 / $8

Buckle replacement - £3 / €4 / $5

Restrap products carry a LIFETIME WARRANTY to be free of defects in materials and workmanship with exception of consumable and wearable products which are stated below. This limited warranty does not cover modified products or damage caused by improper care, abuse, accident or the natural breakdown of materials over time as a result of reasonable wear and tear.

We will cover the cost to repair or replacement, at our discretion, if any item is found to be defective in materials or workmanship. Items must be returned "cleaned" - items returned with loose dirt or debris will not be repaired and will be returned to the sender.

This limited warranty goes into effect from the original date of purchase and applies to the original owner. Any damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered.

CONSUMABLE OR WEARABLE PRODUCTS: Products classed as consumables including clothing, footwear, water bottle/bladders, repair kits and sticker packs. These are all covered by a 1 year warranty against defects.

EXAMPLES OF COVERED DEFECTS: Defective sewing/stitching - in house craftsmanship of the product. Defective zippers, defective attachment hardware, and defective clips. All hardware, clips, attachments, velcro and zippers are covered for the first year of ownership and will be classed as defective if issues arise. After 1 year, these will not be covered under our warranty and classed as ‘wear and tear’.

EXAMPLES OF WEAR AND TEAR THAT ARE NOT COVERED: Reasonable wear and tear such as rips, scuffs, peels, fading, crash damage, broken zippers and hardware over one year.

IF WE ARE UNABLE TO REPAIR OR REPLACE YOUR PRODUCT: We may choose to send you a gift code for the amount shown on your proof of purchase or, if no proof of purchase is available, the most recent sale price of the product before tax.

 

Restrap is not responsible for any damage to bicycles (including paint and/or cosmetic damage), components, or other accessories resulting from the use, improper use, or installation of Restrap products. This includes, but is not limited to, damage from improper mounting, overloading, or excessive wear due to environmental conditions. It is the user’s responsibility to ensure proper installation and maintenance of our gear.

If you encounter any issues with your Restrap product, please contact our customer support team for assistance.