Warranty and After-Sales Assistance

At Carpel Bags we believe that the life cycle of a product can and should be extended whenever possible. Extending the useful life of an item minimizes the socio-environmental impact and promotes sustainability. Therefore, whenever it is possible for us to repair any product, we will do so, please contact us.

1. Movable consumer goods, whether purchased online or not, have a legal guarantee of two years (under Decree-Law no. 67/2003 of 8 April, with changes introduced by Decree-Law no. 84/2008, of 21 of May).

1.1. Some specific parts have an extended warranty period, the so-called commercial warranty, which can last up to 11 years. If you purchase a product under these conditions, you will be given a warranty certificate stating the period covered.

2. A product's warranty only covers manufacturing defects, whether material, production, or any other that proves its lack of conformity at the time of sale. It does not cover any damages that may arise from the following situations: wear and tear; accidental damage; negligence; exposure to extreme conditions (cold, heat); transport damage; and exposure to acids, water, solvents or abrasives.

2.1. To benefit from the warranty conditions, it is essential to present the purchase invoice.

3. After the user notices the existence of any defect or non-conformity in the product, they must inform us of what happened via email at shop@carpelbags.com duly documenting the above with supporting photographs or video.

3.1. In the case of any defects or non-conformities that cannot be proven via photography or video, it will be necessary for the user to send the article, allegedly non-conforming or defective, for due analysis and verification.

3.2. After evaluation and whenever non-conformity is found, Carpel Bags will be responsible for exchanging, refunding or repairing the item in question, at no additional cost to the customer. The user must wait for our response, via email, within 10 (ten) business days, so that we can offer the best solution to the existing problem.

3.3. In the event that the return is due to reasons other than defects or non-conformity of the products ordered, Carpel Bags will not will reimburse shipping costs.

3.4. Please also note that in situations of continued use of an item, as long as it is possible and considered reasonable, we will prioritize repairing the item, for example, after 8 months of use the stitching on the handle of a suitcase becomes damaged. It is a situation of continued use, repairable and it is unreasonable to require the replacement of the asset.

3.5. We also warn that inadequate repairs or maintenance carried out by anyone other than Carpel Bags will void the warranty.

5. To resolve any situation related to product assistance, you must contact us via email at shop@carpelbags.com .

5.1. There may be costs associated with the repair and transportation of the items to be repaired. Only in the case of assistance under warranty will no additional costs be charged.