Guarantee

Since over 40 years, Marsupio has projected and realized high quality and innovative products. Every item is carried out before delivering, a strict quality controls ensure products free of material and packaging faults.

The lifetime of a product refers to the amount of use you can expect from it. While we assess every case on an individual basis common sense suggests that a product used every day is going to reach the end of its lifetime quicker than a product used once a year.

If you should discover this type of fault, you can use the 2-year warranty from the date on which the product was purchased.

Below are instructions for starting up our company’s authorised return procedure:

1. If the product was purchased from a Marsupio dealer
The purchaser must return the faulty item to the sales point where it was purchased together with the payment receipt. The shop owner will send the item directly to Marsupio company. At its own discretion, Marsupio will then replace or repair the item.

2. If the product was purchased from our online shop
To start up the procedure, write an email to marsupio@marsupio.it, sending a short description of the problem, our order number, your name, surname, address and telephone number including photographs of the issue. Our customer service will receive your request and contact you as soon as possible, then proceeding with the free repair or replacement if the item is under warranty, or will send an estimate for the repair if the items are not covered by the Marsupio warranty.

if you need to send your pack to us please remember to clean it before doing. You can follow our advises on the page Tips. aYou can follow our advises on the link or we may not be able to work on it.

While cases of wear and tear, accidental damage, abuse and lifetime expiration are not covered by warranty we’ll try our best to help and will look to repair the pack at a reasonable cost. As part of our commitment to protecting the environment we strive, whenever possible, to repair products rather than replace them including shipment cost.

HOW DO I REQUEST A SPARE PART?
Our customer team handles all of our spare part requests.
To request spare parts for your Marsupio product, please click here Contacts and follow the instructions. Once we have this information, our team will be in touch.

I’VE BROKEN A BUCKLE. HOW CAN I GET A REPLACEMENT?
In order to get a replacement buckle please write an email to: marsupio@marsupio.it

Please include the following information when making your request:
1. A photo of the broken buckle and the model of the product;
2. The width of the webbing that the buckle sits on (in millimetres);
3. The address the replacement should be posted to

We will then be able to process your request.

HOW LONG DOES A REPAIR TAKE?
From receipt of the pack, normally 7/10 days, Top urgent case 2/3 days.

HOW DO I WASH THE PRODUCTS?
The products should be washed by hand with neutral soap and water, using a soft brush.
More info in the link: Tips

IF I RETURN A PRODUCT UNDER WARRANTY, MUST I PAY FOR SHIPMENT COSTS?
If the product is under warranty, shipping costs will be paid by Marsupio, who will arrange for the product to be picked up, agreeing details with the customer, via the courier Bartolini or SDA.