Restrap

[bikercolin]

I bought a Restrap top tube bag in April.
Pricey but they offered a lifetime warranty.

First tour the bag malfunctioned ripping.

I have emailed Restrap three times with reciept and pictures. After a month no reply.

Unfortunately there appears to be no lifetime warranty as long as they don't reply to emails.

[Jdsk]

Whom did you buy it from?

Online?

With a credit card?

Jonathan

[bikercolin]

Bought from Merlin, paypal

[toontra]

I've just returned a saddlebag to Restrap as, despite saying the straps would fit around my aero seatpost in an enquiry email, they wouldn't

Bought direct from them. Let's see how long it takes for a refund.

[mjr]

Did you register your purchase at https://warranty.restrap.com/ ?

I also note the following that suggests that "lifetime" may only mean "6 months" to them:

"DO BE AWARE THAT OUR 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 USUALLY CONSIDER WEAR AND TEAR TO BE ANYTHING BEYOND 6 MONTHS OF CONSISTENT USE, BUT THIS DOES VARY FROM PRODUCT TO PRODUCT. "

But yours broke more quickly than that anyway. If it didn't, I think you may be needing to argue that advertising "lifetime" when that says "6 months" is some sort of misselling or false advertising.

If you get no joy from Restrap, I think you should go back to the retailer (Merlin) and suggest the product was defective because it broke on first use. https://www.moneysavingexpert.com/recla ... ultyrefund says "When goods are faulty, if you return them within six months, then it's up to the shop to prove they weren't faulty when you bought them."

[Jdsk]

Bought from Merlin, paypal

I would pursue this with the vendor under your statutory consumer rights:
https://www.citizensadvice.org.uk/consu ... lty-goods/

You can keep going with the manufacturer under their warranty while you do that:
https://www.citizensadvice.org.uk/consu ... guarantee/

Jonathan

[bikercolin]

Thanks for the help
Returned to Merlin

[ymfb]

Myself and friends have had several restrap products including top bar bags and been extremely pleased with them, but not had occasion to test their after sales service, which in my opinion is the most important facet of customer care.

Hope Restrap resolves the issue.

[bikercolin]

It seems apologies are in order, I missed the Restrap email in the promotions folder.

Merlin have sent my bag to Restrap for repair so all should be good.

I will report back when I recieve the bag back.

[Tangled Metal]

It is worth highlighting that if you buy direct then you report faults direct. If you buy from another retailer then you go through the retailer in the first instance. AIUI the contract is with who you buy it from so unless you get no help from them you leave it to them to deal with the brand itself.

Of course feedback to the brand is probably a good thing even if you go to the retailer first.

It is good to hear that the OP is getting a solution. Restrap and Merlin I think are usually considered responsible brand / retailer. Another point, always check your junk email folder regularly. They are often over sensitive when you don't want them to be and under sensitive when you do (block important emails then fail to block outright spam / junk mail).