How to arrange a repair?
Sending in your repair - All brands
Normally all manufacturers require the product to be sent in to the repair centre at the consumers cost. If you have any product for which K2 provide repair facilities, and it has a fault firstly check your product is still under warranty, and you have the proof of purchase. If so you can send the item back for repair After Sales Service Centre situated at.
K2 Global Limited
Unit 1, Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP
Alternatively K2 Global can arrange collection of your item from most UK Mainland addresses for a charge. Contact us for further information about this service contact us repair@k2global.co.uk, or, arrange it online through www.fixmybag.com
We also offer a "walk-in" facility at our Maidenhead office, open Monday to Friday normally 08:00 to 16:00
Items should always be returned adequately packaged. K2 Global Limited accept no liability for damage occurring to items either collected or sent in to our repair centre. All items will be assessed on the condition of their arrival at the Service Centre only.
Note for ALL warranty claims. Proof or purchase MUST be included with the item. K2 Global Limited will assess, and will have the final decision as to whether any product defect or fault is covered under the specific manufacturers warranty policy.
Damage incurred through product abuse, third party handling or normal wear and tear is normally excluded from any warranty claims. Also cosmetic damage is not normally covered under any manufacturer warranty.
When returning the item, please include the following details:
- Copy of Proof of purchase (in all circumstances where a warranty claim is requested)
- Copy of the warranty card or certificate if available
- Full contact Details (including email address and telephone number)
- A cover letter detailing the repair/s required.
Commonly asked questions:
Do I need to package the item?
Please ensure that you package the item giving as much protection as possible, as this will help to prevent further damage or soiling during transit. We would kindly ask that you do not under any circumstances send the item without any packaging, as we can accept no liability for any damage occurring during transit to the Service Centre.
What happens if the fault is within the warranty?
If an item is considered to be covered under the warranty period and the fault to the item falls within the warranty specifications (see manufacturers guide on brand specific website or original warranty information) it will be repaired free of charge. If a warranty repair cannot be adequately repaired then a replacement will be offered. If an identical piece is not available then a suitable alternative to the same value will be offered. This decision is at the discretion of K2 Global Limited Customer Services.
Is the Carriage cost covered under the warranty?
Please note that the carriage cost of sending a repair to our Service Centre is not part of a manufacturers warranty agreement and is not recoverable.
What happens if the fault is not covered by the warranty?
For any non-warranty items, within 1 week of receiving the item, the Service Centre will advise the costs in order for the repair to be carried out. Once the repair has been approved in writing and paid for the item will be repaired and returned as quickly as possible. If a repair cannot be carried out or if the repair is refused we can arrange for the bag to be destroyed or alternatively we will return the bag at the consumers expense.
How long will the repair take?
The current repair period is on average 1-2 weeks from confirmation that the repair can go ahead. Whilst we hope to get all repairs back to you within this time we thank you for your understanding if the process takes slightly longer. Occasionally delays can be in excess of this whilst we may be awaiting additional parts from outside of the UK.
How do I pay?
K2 Global Limited accepts the following payment methods, Cash (not by post), Cheque (made payable to K2 Global Limited) and most major Credit and Debit cards.