For over 40 years, Marsupio has been designing and manufacturing innovative, high-quality products. Every item is subjected to meticulous checks before being shipped to the customer to ensure compliance in terms of materials and packaging.
The lifecycle of a MARSUPIO product refers to the level of use that can be expected from it. We will evaluate each case individually, taking into account that an item used every day will reach the end of its lifecycle faster than one used only once a year.
Should any defects become apparent during the product’s lifecycle, you may make use of the warranty, which lasts 2 years from the date of purchase.
To proceed with a return, please consider the following:
1. If the product was purchased from a Marsupio retailer
The customer must return the defective item to the point of sale where it was purchased, along with the receipt. The retailer will forward the product directly to MARSUPIO.
MARSUPIO reserves the right, at its discretion, to replace or repair it.
2. If the product was purchased from our online shop
To initiate the return process, write to marsupio@marsupio.it with a brief description of the issue, the order number, your name, surname and phone number, and a photo of the defect to speed up the process. Our Customer Service team will get back to you as soon as possible to proceed with the return, which may be repaired or replaced free of charge if the product is under warranty, or a quote will be issued if the product is out of warranty.
If you need to send us your backpack, please remember to clean it properly before shipping by following our advice on the Tips page, otherwise we will not be able to work on it.
Where damage results from wear, accidental damage, misuse or excessive use beyond the product’s lifecycle, this will not be covered by our warranty, but we will always do our best to help. In the event of a repair, we will offer to repair the backpack at a reasonable cost, including shipping.