We guarantee every product made by Birdwell. Since 1961, all Birdwell product has been backed by a lifetime guarantee against defects with a policy of repair or replacement. QUALITY IS OUR GIMMICK is not just a slogan, it’s a commitment we honor with every material we source and every stitch we sew.
OUR GUARANTEE COVERS:
- Every product for the lifetime of the item.
- Defective workmanship.
- Defective materials.
- Defective components.
Our guarantee does not cover normal wear and tear or product damage caused by misuse, negligence, or accident. This includes but is not limited to damage caused by:
- Extreme wear.
- Changes in fit.
- Abuse of product.
- Disregard for the product care or wash instructions (including stains from food, bleach, or sunscreen).
- Third-party alterations made to product.
- An animal.
- Mishandling by airlines or third-party shipping companies.
How do I know if my damaged product is covered?
Birdwell guarantees workmanship and materials including but not limited to fabric, seams, drawstrings, grommets, Velcro, buckles, and buttons for a product’s lifetime. All damaged products are subject to evaluation by Birdwell customer service. If the damage is deemed to be covered by our guarantee, but determined to be irreparable, we may replace the product or send a gift card for the most recent price of the product. Birdwell will cover the domestic shipping costs for the product repair / replacement process.
What does “lifetime guarantee” mean?
“Lifetime” is the time at which, under normal use, the product can no longer serve the purpose for which it was created. We will continue to repair your item's seams, drawstring, grommets, Velcro, buckles, and buttons until the fabric can no longer hold a stitch.
When you say “normal wear and tear” or “normal use” what do you mean?
After lots of time outside, a once vibrant red may turn a lighter, sun-bleached hue. You might have some wax residue on the seat or in the pocket. The drawstring may begin to fray slightly after lacing up for the umpteenth time. These are examples of normal wear and tear; not defective workmanship or materials. If they describe your Birdwell product, we congratulate you! Birdwell looks best with a well-worn patina, making it uniquely yours and reflecting time well spent.
What if I have a damaged Birdwell item that I purchased from one of your authorized retailers?
Our guarantee applies to all Birdwell items purchased from authorized retailers. Please note that every item is subject to proof of purchase at an authorized dealer and an evaluation by Birdwell customer service.
How long do repairs take?
Most repairs will take up to 10 business days after the shipment is received at our factory. This timeframe may vary depending on the complexity of the repair. Our customer service team will be in contact within 24 hours of receiving the shipment to acknowledge receipt of the item and advise on repair time.
Do you repair damage not covered by the guarantee?
We will do our best to repair these items at a cost proportionate to the extent of the damage. Birdwell customer service reserves the right to determine if the repair is possible and what the associated cost will be. Repair costs must be paid in full before repairs are completed.