Warranty and Repairs
As a small business, we take a lot of pride in designing and producing quality, durable products in-house and select business partners who produce with the same objectives.
Ace and Jet products are hand crafted and made of quality material. While we review each item packed in-house and perform regular checks for products produced externally, from time to time product faults may occur as our products are handmade and hand packaged.
In the unlikely event that you have an issue with a defect in material, hardware or workmanship within 3 months of the purchase date we’ll repair or replace it with a new one and cover the postage to ship it back out to you. This our manufacturers warranty.
The warranty applies to products used under normal conditions and for the purpose intended. Normal wear and tear (scratches, stretches, marks, tears or environmental damage), or damage from improper care such as contact with perfume, incorrect leather care or water damage, will not be replaced or refunded
This warranty does not cover a leather product that has been damaged by accident, neglect, normal wear and tear, water, over loading your bags, clothing colour transfer or other factors not due to defects in materials or workmanship.
If the fault is deemed unfixable by our manufacturer within the 3 month period, we will offer an exchange, store credit or refund.
If you do find a fault in your product, please contact us ASAP. We take this feedback seriously and we immediately review our processes and materials, or relay any relevant information back to our manufacturers to prevent this from happening again.
Please refer below for processes.
Damage and/or defects caused by personal wear and tear, accidents, treatment which is inconsistent with Ace and Jet's care instructions, dismantling or repair by persons other than recommended repair centres are not covered under the terms outlined above.
If you purchase directly from us online we can just look up your details in our system, but if you order from one of our retailers be sure to keep your receipt as proof of purchase.
For any manufacturing defects within this timeframe we are happy to assist!
Claiming your warranty
Just email us at email@example.com with your order details, description and photo of the fault or damage and we'll take it from there.