CRASH AND REPAIR POLICY
Unfortunately accidents happen from time to time. To ease the pain we offer a repair service*, in the case your kit is damaged beyond all repair we will offer you a discount* on the same or a similar product from our web shop. That way we hope to get you back on the road as soon as possible.
Price of the repair will be assessed and discussed with the client after receiving all the details by email as stated below in the repair service details.
Discounts will only be given on items are unable to be repaired and that are less than 18 months old. The discount can be anywhere between -20% and -40% depending on various parameters such as but not limited to: the type of product, product age, previous repairs. Discounts will only apply in our web shop on the same or similar items, depending availability.
Repair service and discounts only apply to cycling bib shorts and cycling jerseys, they do not apply to third party products or casual garments offered in our store.
Zip breaks or usage wear that is deemed normal will not be eligible for a discount.
As a brand we are aiming to be as durable and sustainable as possible, so the go-to option will always be to asses if we can repair your damaged kit. Follow the instructions below to get your ‘kit fix process’ going. As a small brand it is not possible for us (at the moment) to offer an infinite free repair and return service, that is why we will ask for a small contribution when you agree to use the service. This amount will depend on the assessed repair work an the shipping costs involved.
HOW IT WORKS:
- send an email to info(at)maisonpoulain.com with the details of your kit or use the contact form
- add the original receipt or order number
- add clear pictures of the damage with a good size reference so we can asses the work
- start your email subject with [Repair service] so we can quickly identify your request
- wait for our team to contact you on how to move forward
Customers are responsible for returning goods to us when using the repair service. This includes the cost of shipping and any insurance for damage or loss in transit (although this is not a requirement but is undertaken at the customer’s risk). Maison Poulain cannot accept customs charges incurred when returning items. IMPORTANT: All packages must be marked “goods returned under warranty”.
Maison Poulain will ensure goods are shipped back to the customer free of charge using our standard shipping service.
Discounts* will only be given on items are not eligible for repair and that are less than 18 months old. The discount can be anywhere between -20% and -40% depending on various parameters as the type of product, product age, previous repairs. Discounts will only apply in our web shop on the same or similar items, depending availability.