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Customer service and repairs

Planned obsolescence, an ecological disaster.

There was a time not so long ago when we repaired everything: socks with holes, irons, and even glasses. But globalization, the discovery of polymers (especially plastic), and the modern lifestyle gave way to the concept of “disposable”. Some even said to themselves "That's cool, we're even going to do everything in our power to make our products last for as short a time as possible. That way, people will have to buy more often! What a great idea, right?"… (It probably happened like that at some point in a meeting room of a refrigerator or pantyhose manufacturer). In a nutshell, we even succeeded in taking it one step further with planned obsolescence.

Today, most of us realize that we may have gone too far, and that it might not have been such a good idea to throw out so much stuff. The fact that sea turtles confuse plastic bags with jellyfish, that toothbrush fragments can be found in the fish that we eat, and that almost two million tons of waste now formed the "seventh continent" (or eighth, depending on where you live). That written, if we were only discussing visible waste the situation would still be manageable... For more on this topic, take a look at the website for the non-profit "Expedition 7th Continent"..

Now that we are buried in plastic, we are actively looking for solutions to limit the damage already done. Recycling is a viable solution moving forward, and we are still far capitalizing on the realm of possibilities that it offers. However, a solution from the not-so-distant past proves just as effective, or at least an integral part of the quiver: repairs.

Repair to last.

To avoid unnecessary waste, you need products that last. For a product to be used as long as possible, you need to be able to repair it, patch it up, sew it up, and in general take care of it. As we explained in our article on eco-design, repairs need to be factored into the design of the product fro the very start. The idea is to make repairs easy for those who will be doing the repairing and extend the life of the product.

We therefore consider that offering a repair service for our backpacks is simply the normal way of doing business, and not something "extra ordinary". For us, this is "customer service" or “after sales service” 2. Even if we do our very best to create and market high-quality, long-lasting products, we are not immune to a design or production issue, or even a buckle that proves not as sturdy as expected (we know what we're talking about). We are responsible for the products we sell, and this is why the legal warranty period is for XNUMX years. During this period, we have to offer a repair, exchange, or refund for the product.

But we should also feel responsible for the duration of use of a product beyond the 2 years of legal warranty, as well as its end of life (we would also like to extend our warranty to 5 or 10 years, but we does not have enough hindsight at the moment). Brands should be forced to offer a repair and recycling solution to the customer (see who pays?). And the customer should also be prohibited from throwing it away (in nature, of course) or even the obligation to take it for recycling. It's a solution that will only work if we all get started: brands, customers, politicians, manufacturers….

Customer/after-sales service: helping both you and the planet.

In other words, even if we try to make strong and durable bags, and that have few returns, we still set up a repairs program as part of our customer and after-sales service . We work with the repair center GreenWolf who specializes in repairing outdoor textiles, including technical apparel and backpacks. They work for some of the biggest brands in the outdoor industry (Patagonia, Millet, Picture…) and are located at the foot of Mt. Blanc near Chamonix.

So if you notice a defect within 2 years after your purchase (buckles, straps, zippers), please feel free to contact us. You can also go to our "Returns & Repairs" page for more info. And if you need repair a tear from an accident or the shoulder straps that got caught in the spokes of your bike, don't panic, just give us a call we will find a solution together (and provide a quote).

Reconditioning.

As we mentioned, we have very few returns. Nevertheless, whatever the condition of a returned product, such as a bag, we don't shred it, incinerate it, or throw it away in a dumpster.

We wanted to set up a page on our website to sell reconditioned products, but to date word-of-mouth works so well that they sell out before we have the time to make them available online.

While we definitely won't complain about having so few returns, we still recommend that you keep an eye on But keep an eye on the "great deals" page of our website, there just may be a new bag without packaging at a bargain price, or a discontinued product (when there are any!), a display model, or a reconditioned product covered in "scars" at a ridiculously low price.

The repair center in pictures.

Greenwolf inspection meromero bag
Greenwolf inspection meromero bag
Greenwolf inspection meromero bag
Greenwolf meromero bag repair
Greenwolf patagonia couture down jacket repair
Greenwolf second life outdoor meromero bag repair
Greenwolf meromero bag repair
Greenwolf fabric repair bag meromero
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