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Warranty & Repairs

WARRANTY INFORMATION

Spencer & Rutherford design and manufacture handbags, wallets and accessories to the highest standard using quality leathers, fabrics, and manufactured textiles.

Our high standards of manufacturing and quality control enable Spencer & Rutherford to provide a warranty covering guarantee of craftsmanship for a period of six (6) months from date of retail purchase on all Spencer & Rutherford products.

Due to the delicate nature of some materials used in our products, our warranty does not include any trims such as feathers, beads, crystals, delicate fabrics, and lace.

Warranty does not include general wear and tear, including any damage resulting from carelessness.

Spencer & Rutherford will use its best endeavours to repair or replace any faulty goods during the warranty period, or goods damaged prior to receipt. Damaged or faulty goods will be repaired or replaced (at the discretion of Spencer & Rutherford) or where repair or replacement of damaged or faulty goods is not possible (in the opinion of Spencer & Rutherford) a ‘web credit’ will be issued for the value of the damaged or faulty goods.

All products returned as a warranty claim must be accompanied by the original proof of purchase (receipt or invoice), showing that the item was purchased not more than six months earlier than the claim.

If a receipt cannot be provided at the time of the claim, you will be responsible for the cost and payment of your repair.

Warranty claims do not apply to items purchased from un-authorised resellers. Should you be unsure as to whether you are purchasing from an authorised reseller, please contact us for clarification.

REPAIRS INFORMATION

Spencer & Rutherford will endeavour to repair your item and return it to its former glory to the best of our ability.

We use a quality local repairer to assess and repair your bag using original fittings and fabrics where possible, in a timely manner.

Some items such as body fabric or piping may be unrepairable; however handles, zipper pulls, trims, metal fittings and sometimes even lining, can be repaired or replaced even if your bag is a number of years old.

Please see the Tips + Tricks section on our Product Care page to see if there is a simple cure before returning your item for repair.

If your handbag still needs to be seen by a professional repairer, contact us on 1300 772 247 or email us at repairs@spencerandrutherford.com and advise as many details as possible, to ensure we can accurately respond with:

a) if it can be repaired

b) the cost of repair and time required.

This service is generally unavailable for one month from mid December to mid January.

RETURNING AN ITEM FOR REPAIR UNDER WARRANTY

If you would like to return an item you have purchased from our online store, for repair under warranty, please complete the following procedure:
  1. Contact us within 6 months of purchase on 1300 772 247 or email us at: repairs@spencerandrutherford.com If applicable, please include a photo of the problem to help speed up the process for repair.
  2. We will send you a Repairs Form to complete and return with your bag, and a Reply Paid label to attach to the parcel to cover shipping costs.
  3. Post the Repairs form along with your item for repair and a copy of your Spencer & Rutherford proof of purchase, to the address found on the Repairs Form.
Please note: It is the responsibility of the customer to return the item to the correct Spencer & Rutherford address.
Once the item has been received at our office, it will be assessed and you will be contacted to advise the outcome of the assessment. Repairs can take up to four weeks to complete, however this will be confirmed at the time of receipt of your item. You can contact us at any time to check where your item is in the process.
Spencer & Rutherford will endeavour to repair returned items. In the event that a repair cannot be undertaken, a replacement will be issued subject to availability.

OUT OF WARRANTY REPAIRS
If you require a repair to a Spencer & Rutherford item that has exceeded its warranty period, we may still be able to help. We carry an assortment of handles, zipper pullers, metal feet, frames and fittings covering past collections. We will not always have an exact match, but can often help with something similar.
Please contact us on 1300 772 247 or email us at repairs@spencerandrutherford.com with your request (and a photo of the item if possible) and we will do our best to ensure your item is restored to its best condition.

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