PAPU QUALITY GUARANTEE
Do you have a Papu product that hasn't held up in use as expected, and the product meets our guarantee terms? You may be entitled to Papu's 12-month quality guarantee.
At Papu, we are responsible for material and manufacturing defects in our new products for 12 months from the date of purchase, provided they have been used for their intended purpose and cared for according to the care instructions. In practice, this means we repair, service or replace faulty Papu products.
The quality guarantee covers all products made by Papu that meet the terms set out on this page, whether you bought them directly from our own sales channels or from our retailers. The 12-month guarantee only applies to products that have been used for their intended purpose and cared for according to the product's care instructions. The customer must also be able to present a proof of purchase/receipt showing the date of purchase.
Our 12-month quality guarantee does not replace the customer's or the company's rights under consumer protection law.
what IS COVERED BY THE GUARANTEE, and what isn't?
Seam repair
Covered by the guarantee
If the product's seams split or start to come undone in normal use within 12 months of purchase, the product is probably covered by the guarantee. Please note that the guarantee requires that the chosen product had enough ease and was worn so that the seams were not subjected to excessive stretching or rubbing. We also recommend giving your garment rest days now and then so that the natural fibres and the product's structures can recover. Stretchy products such as knitwear should be stored loosely folded. The product-specific size charts, our size guide and, if needed, our customer service will help you choose the right size.
Trims, e.g. buttons
Covered by the guarantee
If a button comes off because of inadequate stitching, or another small trim on the product breaks in normal use within 12 months of purchase, the product may be covered by the quality guarantee. Please note that the guarantee only covers products that have been used for their normal intended purpose and where the button or other trim has not been subjected to unreasonable strain (such as a button coming off because the product is the wrong size). If the original trim is not available, we aim to repair the product as close to the original as possible.
Normal wear of materials, colours and prints
Not covered by the guarantee
It's normal for a product's colours and prints to fade over time with washing. Normal wear also includes moderate pilling, or pilling typical of the material, in areas exposed to friction, such as the crotch or arms. This kind of normal fading of colours and prints is not covered by the quality guarantee. If you're unsure whether the wear of the material and colours counts as normal wear, please contact our customer service.
Holes and wear caused by the customer
Not covered by the guarantee
The quality guarantee does not cover holes in the product caused by the customer's own actions. These include, for example, holes and snags caused by sharp corners, zips or nails. The extended guarantee also does not cover abnormal wear to the product, such as wear on the knees caused by crawling or falling.
Not following the product's care instructions
Not covered by the guarantee
The quality guarantee does not cover products that have not been cared for according to the care instructions. The care instructions are not followed, for example, when the product is washed at a temperature or on a programme different from the washing instructions. To be covered by the guarantee, the product must also have been stored correctly and carefully. For example, knitwear should be stored flat to avoid stretching. Read the care instructions.
I HAVE A FAULTY PAPU PRODUCT COVERED BY THE QUALITY GUARANTEE. WHAT SHOULD I DO?
Contact the place where you bought the product, and they will give you more detailed instructions on how to proceed. The product will be assessed at the place of purchase to confirm whether it is covered by the guarantee.
Places of purchase and contact details:
- Papu online store: contact our customer service at info@papudesign.com and attach the order confirmation showing the date of purchase and a photo of the faulty product.
- If you bought the product from a pop-up store that has since closed, contact our customer service at info@papudesign.com and attach the receipt showing the date of purchase and a photo of the faulty product.
- From a Papu retailer: contact the retailer in question. Attach the order confirmation/receipt showing the date of purchase and a photo of the faulty product.
