Warranty and Repairs
Our Warranty
At Arkel, we stand behind the quality and craftsmanship of our products.
We offer a limited warranty against manufacturing defects .
The warranty period begins on the original date of purchase and is attached to the product, not to the lifetime of the owner. If a product changes ownership, the warranty does not restart. The remaining warranty period may be transferred to a new owner provided that the original proof of purchase or order number is available.
A product replaced under warranty does not receive a new warranty period. The replacement remains covered only for the remainder of the original warranty period.
The same applies to replacement parts: a replacement component remains covered only until the end of the original warranty period.
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.
What Our Warranty Covers
Our warranty covers manufacturing defects in materials and workmanship that occur during the applicable warranty period.
This may include, for example:
- - Manufacturing or construction defects
- - Stitching or workmanship defects
- - Defective structural components
- - Aluminum hooks and rails when the failure is due to a manufacturing defect
- - Inner stiffening backplates when the failure is due to a manufacturing defect
- - Other components or materials that fail as a result of a manufacturing defect
If a manufacturing defect is confirmed, Arkel will determine whether the product or affected component should be repaired or replaced. Depending on the nature of the issue, we may repair or replace an individual component, part of the product, or the entire product.
The warranty does not guarantee a new replacement product when a repair is an appropriate solution.
Normal Wear and Tear
Our products are designed to be used and will naturally show signs of wear over time.
Normal wear and tear is not considered a manufacturing defect and is therefore not covered by the warranty.
Examples of normal wear and tear may include:
- - Fabric or material becoming worn through regular use
- - Abrasion, scuffing, or surface wear
- - Scratches or cosmetic damage
- - Fading caused by normal exposure to sunlight and weather
- - Wear to components caused by repeated use
- - Zipper wear or zipper malfunction resulting from normal use
The level of wear may vary depending on how a product is used, stored, and exposed to environmental conditions. For example, a pannier that is stored outdoors year-round may experience significantly more fading and material deterioration than one that is stored indoors when not in use.
Excessive or abnormal deterioration that may be related to a manufacturing defect can be evaluated by Arkel on a case-by-case basis.
What Is Not Covered
The warranty does not cover damage or failure resulting from:
- - Normal wear and tear
- - Zipper wear, damage, or malfunction
- - Accidents, crashes, impacts, or excessive external force
- - Improper installation, mounting, adjustment, or use
- - Exceeding the product's stated weight capacity
- - Use outside the product's intended purpose
- - Damage caused by a bicycle, bicycle rack, or other equipment
- - Abrasion, cuts, punctures, tears, burns, holes, or similar user-created damage
- - Unauthorized modifications, alterations, or repairs
- - Delamination or deterioration caused by environmental exposure or improper use
- - Normal fading, discoloration, or other cosmetic changes caused by sunlight, weather, or environmental conditions
- - Products purchased from unauthorized dealers
- - Products sold as final sale*
- - Products with sewn-in labels that have been cut or removed
- - Lost, stolen, or discarded products
- - Lost hardware, bolts, straps, or other removable components
*Promotional discounts or temporary sales do not void the warranty. Products specifically sold as final sale are excluded from warranty coverage.
Modifications and Unauthorized Repairs
Any Arkel product that has been modified, altered, or repaired by anyone other than Arkel is no longer covered by the warranty, including the remaining portion of the original warranty period.
This includes modifications made to the fabric, stitching, mounting systems, hardware, or other components of the product.
Hardware, Mechanical Components and Accessories
Some components are mechanical parts and naturally have a limited service life. These components are therefore not covered by the product warranty.
This includes, but is not limited to:
-
-
- - Fidlock buckles
- - Lower hooks
- - Quick-release mechanisms
- - Set screws
- - Zippers
- - Other mechanical hardware and moving components
- Although these components are not covered under warranty, replacement parts are available whenever possible.
-
Racks, Hangers and Mounting Systems
Arkel mounting systems and hangers are designed and tested to withstand the loads and conditions specified for their intended use.
Hangers that bend or deform as a result of:
-
- Exceeding the stated weight limit
-
- Excessive force
-
- Improper installation or adjustment
-
- Accidents or impacts
-
- Use in conditions outside the product's intended purpose
are not considered manufacturing defects and are not covered by the warranty.
Replacement hangers and mounting components are available for purchase when needed.
Lost Parts and Accessories
The warranty covers manufacturing defects in the product. It does not cover parts or accessories that are lost during use.
This includes, for example:
-
-
-
- Bolts or screws that have loosened and been lost
-
-Straps used to secure products to a bicycle or other equipment
-
- Removable straps used with Handlebar Bags, Burritos, Signature BB, BB Packer, and similar products
-
- Other removable or detachable components that have been lost
-
-
Replacement parts may be available for purchase. Visit our Replacement Parts page for additional resources.
Discontinued Products
If a product is covered by the warranty but is no longer available or cannot be repaired, Arkel may provide a replacement with a current model that offers similar features and functionality.
The replacement does not restart the original warranty period.
Repairs Outside of Warranty
A product or component that is not covered by our warranty may still be repairable.
When possible, Arkel will offer repair services or replacement parts at the customer's expense.
A product being outside the warranty does not mean that we cannot help.
Our goal is to keep your Arkel products in use for as long as possible whenever a reasonable repair or replacement option is available.
Proof of Purchase and Warranty Transfer
Proof of purchase is required to establish the original purchase date and determine whether a product is still within its applicable warranty period.
Acceptable proof of purchase may include:
- - An original receipt
- - An electronic receipt
- - An order confirmation
- - An order number
- - A purchase record from an authorized or unauthorized seller, provided the original purchase of the Arkel product can be verified
- The warranty is attached to the product and its original purchase date, not to the original purchaser.
The warranty may therefore remain valid if the product is given as a gift or transferred to another owner, provided that the original proof of purchase or order number is available.
The warranty period does not restart when ownership is transferred.
Purchases Through Dealers
If you purchased your Arkel product through a dealer, please contact the original point of purchase first.
Our authorized dealers are an important part of our customer service network and can often assist with warranty and repair requests directly.
If your dealer is unable to assist you, or if you have an issue with the handling of your warranty request, please contact us at info@arkel.ca and provide the relevant information about your purchase and product.
Products purchased through online marketplaces or other sellers may still be eligible for warranty coverage provided that the original purchase of the Arkel product can be verified through a receipt, electronic purchase record, or order number.
Shipping and Transportation
For warranty claims, repairs, or product inspections, the customer is responsible for shipping the product to Arkel.
If Arkel confirms that the issue is covered by the warranty, Arkel will cover the cost of shipping the repaired or replacement product back to the customer.
For repairs that are not covered by the warranty, the customer is responsible for the return shipping costs.
Warranty Claims and Product Inspection
In some cases, photos and additional information may be sufficient to evaluate a warranty request.
When necessary, Arkel may ask that the product be returned to our facility for inspection before determining whether the issue is covered by the warranty.
A product inspection does not automatically mean that the issue will be considered a warranty claim. Arkel will determine whether the reported issue is consistent with a manufacturing defect or is the result of wear, use, accident, improper installation, or another excluded cause.
Warranty and repair requests are processed as quickly as possible. Processing times may vary depending on the time of year, product availability, the nature of the issue, and our current repair workload.
During periods of high demand, repair and warranty processing may take longer than usual.
Limitation of Warranty and Liability
The Arkel warranty applies only to the Arkel product itself.
Arkel is not responsible for loss, damage, injury, or expenses resulting from the use, misuse, failure, or inability to use an Arkel product.
This includes, but is not limited to, damage to personal belongings, bicycles, vehicles, equipment, or other property, as well as medical, personal, incidental, or consequential expenses.
The warranty does not cover the replacement or reimbursement of personal items that may have been damaged while stored in or attached to an Arkel product.
