PAPU PRODUCT WARRANTY
Do you have a Papu product that hasn't held up as expected during use and meets our warranty conditions? You may be entitled to Papu's 12-month product warranty.
At Papu, we stand behind our new products for material and manufacturing defects for 12 months from the date of purchase, provided they have been used appropriately for their intended purpose and maintained according to our care instructions. In practice, we repair, service, or replace defective Papu products.
The product warranty covers all products manufactured by Papu that meet the conditions defined on this page, whether purchased directly from our sales channels or from our retailers. The 12-month product warranty applies only to products that have been used appropriately for their intended purpose and cared for according to the product's care instructions. Customers must also be able to provide proof of purchase/receipt showing the product's purchase date.
The 12-month warranty we offer covers manufacturing and material defects. Normal wear and tear, color fading, and other normal use-related changes are not covered by the warranty. If you are unsure whether the condition of your product falls within the warranty coverage, please contact our customer service.
WHAT IS COVERED BY THE WARRANTY, AND WHAT IS NOT?
Seam Repair
Covered by warranty
If the seams of a product come undone or begin to unravel during normal use within 12 months of purchase, the product is likely covered by the warranty. Please note that warranty coverage requires that the selected product has had sufficient room and has been worn in a way that hasn't subjected the seams to excessive stretching or rubbing. We also recommend giving your garment rest days occasionally, so that natural fibers and the product's structure can recover. Stretchy products like knitwear should be stored loosely folded. Product-specific size charts, our size guide, and if needed, our customer service can help you choose the right size.
Accessories, e.g., Buttons
Covered by warranty
If a product's button comes off due to poor stitching or another accessory comparable to a small item breaks during normal use within 12 months of purchase, the product may be covered by the product warranty. Please note that the product warranty only covers products that have been used in a manner consistent with their normal intended use, and buttons or other accessories have not been subjected to excessive force (such as a button coming off due to an incorrectly sized product). If the original accessory cannot be found, the product will be repaired to be as close to the original product as possible.
Normal Material, Color, and Pattern Wear
Not covered by warranty
It is normal for a product's colors and patterns to fade with washing. Normal wear also includes reasonable or material-typical pilling in friction areas, such as the crotch or sleeves. Such normal color and pattern fading is not covered by the product warranty. If you are unsure whether the material and color wear is comparable to normal wear, please contact our customer service.
Holes and Wear Caused by Your Own Actions
Not covered by warranty
The product warranty does not cover holes in the product caused by the customer's own actions. Examples include holes and snags caused by sharp corners, zippers, or nails. The extended product warranty also does not cover abnormal wear on the product, such as wear on the knees caused by crawling or falling.
Deviation from Product Care Instructions
Not covered by warranty
The product warranty does not cover products that have not been maintained according to the care instructions. Deviation from care instructions occurs, for example, when a product is washed at a temperature or with a program that differs from the washing instructions. To meet warranty requirements, the product must also have been stored correctly and carefully. For example, knitwear should be stored flat to prevent stretching. Review the care instructions.
I HAVE A DEFECTIVE PAPU PRODUCT THAT IS COVERED BY THE WARRANTY. WHAT DO I DO?
Contact the place where you purchased the product and you will receive more detailed instructions on how to proceed. The product will be evaluated at the point of purchase and it will be verified whether it is covered by the warranty.
Sales locations and contact information:
- Papu online store (papudesign.fi): Contact our customer service at info@papudesign.com and attach your order confirmation showing the product's purchase date and a photo of the defective product.
- If it was a pop-up store that has already closed, in this case contact our customer service at info@papudesign.com and attach your receipt showing the product's purchase date and a photo of the defective product.
- From a Papu retailer: Contact the retailer in question. Include your order confirmation/receipt showing the product's purchase date and a photo of the defective product.
