【Product Repair Service Instructions】
Within 180 days from the date of purchase, PAID repair service is provided.
- The purchase certificate card is considered as a proof of purchase. No repair service will be provided without the card, so please keep the card properly when shopping in physical stores.
- When shopping online, your order record will be considered as a proof of purchase.
How to request a repair service?
Please submit your repair request to ROBINMAY's Facebook page within 180 days of your purchase. Provide relevant information, such as photos or videos of the damaged part, to our online customer service team. Our team members will assess whether the damage is eligible for repair.
If the assessment confirms that the item is repairable, our team will provide you with the next steps, including repair cost, estimated repair duration, and any associated shipping fees. You can then decide whether to proceed with the repair based on this information.
Important Note：
Please note that due to the diverse design of our products, various parts may have different manufacturing or assembly methods. Additionally, there may be situations beyond our control, such as certain product components or factory conditions, that could prevent us from conducting repairs. Therefore, the information provided about repair eligibility is for reference only. ROBINMAY reserves the right to modify its warranty policy and repairs policy without notice.
Repair services below will be provided after our further identification：
- The scope of product repair can be referred to as follows:
- Zipper tape、binding/piping、drawstring、strap、rings、leather parts、tabs with rings、handle etc.
- If the relevant components of the bag are missing, we will not be able to provide repairs.
- The following are the parts we are unable to provide repairs:
- PVC leather, nature leather, canvas, edge coating, handles, and other components of the bag body may experience issues such as staining, scuffs, and reasonable creases.
- Accessory items (such as straps, charms, etc.), apparel items (such as clothing, socks, etc.), complimentary gifts (including promotional gift bags), add-on items, brand merchandise, gift packaging, and similar products.
What should I do if I lose the purchase certificate card?
As the purchase certificate card is required for all after-sales service and repairs, we cannot process repair requests if the card is lost.
If you need assistance from our online customer service staff to inquire about this issue, please visit ROBINMAY's Facebook page and reach out to our online customer service representatives. They will assist you in verifying the relevant information.
Before Using Our Repair Service:
- 180-Day Paid Repair Service Terms:：Our paid repair service is available for 180 days from your purchase date, including holidays.
- All repair requests for our products should be submitted through our Facebook page's customer service to confirm eligibility within this period and assess repairability. Products deemed irreparable after assessment will not be accepted for repair; we appreciate your understanding.
- Please remove all personal items from the product before sending it to our repair facility. We’re not responsible for any personal belongings.
- If the product you send in for repair contains personal items (items not sold by ROBINMAY), we will consider those items abandoned and dispose of them if you do not respond to our customer service within three months.
- Please be aware that we do not offer paid repair services for overseas requests. In such cases, you will be responsible for both the round-trip shipping costs and the repair fees.
【Tracking Repair Status】
How to check the progress of my product repair?
If you want to inquire about the progress of your product repair, please contact our online customer service team through the chatbox in the bottom right corner of our official website or via ROBINMAY's Facebook page. When inquiring, please provide your "name" and "phone number" or a photo of your "repair order" to assist our online customer service team in confirming your status more accurately
What should I do if I haven't received the repaired product?
Please contact our online customer service team through the chatbox in the bottom right corner of our official website or via ROBINMAY's Facebook page. When inquiring, please provide your "name" and "phone number" or a photo of your "repair order" to assist our online customer service team in confirming your status more accurately
