Warranty and Repairs

We proudly offer a lifetime guarantee on manufacturer defects for your Arkel product.

Warranty

This guarantee covers:

  • Workmanship, stitching, and pieces such as aluminum hooks, rails, nuts, screws, and the inner stiffening backplate.
  • In the unlikely event your product has a manufacturing defect, we will repair or replace it.

If you purchased from a local retailer or marketplace, please return the product directly to the location where it was originally purchased.

If you do not receive support from the retailer, contact us at info@arkel.ca with all relevant information and photos, and we will assist you.

Shipping

For Canada and USA Customers:

  • Defective products usually need to be sent to us for repair or replacement. Arkel covers outbound shipping costs in such cases.
  • If the defective product is not sent to us, outbound shipping costs for replacement products are at the customer’s expense.

For International Customers:

  • We do not request defective products to be sent back. Outbound shipping costs are at the customer’s expense.

Exclusions

We do not accept warranty requests for:

  • Normal wear and tear, including zipper malfunctions.
  • Products used against their intended purpose, involved in accidents, or defaced.
  • Products purchased from unauthorized dealers.
  • User-created damages (rips, tears, burns, holes, etc.).
  • Bags or products discounted for final sale.
  • Products with sewn-in labels that are cut or removed.
  • Lost, stolen, or discarded products.

Repairs

Even the best-maintained products won’t last forever. However, we ensure they last a reasonable number of years with appropriate use.

Cost:

  • If the repair is not covered under warranty, we can repair it at a reasonable price.
  • All shipping charges (inbound and outbound) are at the customer’s expense.
  • A cost estimate and lead time will be provided based on photos and descriptions sent.
  • Estimates may change after inspecting the product. Customers must approve costs before any work begins.

Warranty Repairs:

  • Inbound shipping fees are at the customer’s expense, while outbound shipping is covered by Arkel.
  • For international requests, all shipping costs are at the customer’s expense.

Time Frame: Repairs may take 4-6 weeks, especially during busy seasons (winter, spring, summer).

If we cannot repair your product to our standards, we may offer a replacement or store credit.

Local Repairs Philosophy

We encourage local repairs.

Shipping products back and forth is costly, time-consuming, and harmful to the environment. By repairing your product locally, you support the local economy and reduce emissions.

  • Under Warranty: We will refund the repair cost with a receipt (pre-approval required) and provide matching materials if needed, at no extra cost.
  • Not Under Warranty: For USA and Canada customers, we can send fabric or components to repair your gear. Items are free of charge in reasonable cases, but shipping costs are the customer’s responsibility.

Visit our Replacement Parts page for additional resources.

Real Life Examples

Your dog mistakens your bag for a snack

Because this is damage caused by an accident, the warranty does not cover it.

Verdict: this is eligible for repair at a reasonable cost.

You receive your order and a stitch appears to be unravelling

This is an inherent defect, therefore you can contact us for a repair or replacement at no extra cost.

Verdict: this is covered by our warranty.

Your grandpa's pannier has a hole in it

In this situation, the hole was either caused by wear & tear or by a bike accident. Unfortunately, this is not covered by the warranty.

Verdict: this is eligible for repair at a reasonable cost.

You go to the grocery and the handle rip off the bag

In this case, the ripped stitching is covered by the warranty, therefore the bag is eligible for repair or replacement at no extra cost.

Verdict: this is covered by our warranty.