We are glad you value a good warranty, and so do we. On this page you will find two different things: your legal guarantee, which is your right under EU law, and the Namana Bags® warranty against defects, which we offer in addition to it.
1. Your legal guarantee in the EU
If you live in the European Union and bought a product for personal use, you have a legal guarantee of conformity of at least 2 years. This applies whichever of our stocks your order was shipped from. The legal guarantee is provided by the seller, free of charge, by law.
More about your rights: europa.eu/youreurope/guarantees · Open the notice full size
Our warranty against defects described below is offered in addition to your legal guarantee. It does not replace, limit or affect your legal rights against the seller, and you remain free to use them.
2. Namana Bags® warranty against defects: 3 years
We are confident in the quality of our products, so every Namana Bags® product comes with a 3-year warranty against defects in materials and workmanship from the date of sale, free of charge.
This warranty covers the specific defects listed below. It is not a commercial guarantee of durability of the entire product within the meaning of EU Directive 2024/825.
Who provides the warranty
- Products shipped from our EU stock in Bulgaria: Sound Zone Bulgaria LTD, 2 Liuben Karavelov Bul, 3rd floor, office 5, Plovdiv 4000, Bulgaria. Bulstat 207912647.
- Products shipped from our stock in Ukraine: Sound Zone Trade LLC, 7643 Gate Parkway, Suite 104-1522, Jacksonville, FL 32256-3092, USA. EIN 61-1995951.
If you bought the product from one of our partners or in a shop, contact us anyway and we will tell you which company handles your case. You can come to us directly at any time; this does not affect your legal rights against the seller you bought from.
What the warranty covers
For textile products (bags, cases, backpacks):
- Breaking of threads along the sewing line of the main parts that risks loss of functionality
- Breakage or deformation of plastic fittings (fasts, frames, hooks, half rings) that affects the functionality of the product
- Breaking of zippers that results in a loss of functional qualities
- Breaking and tearing of belts that results in a loss of functional qualities
What the warranty does not cover
- Separate plastic products, such as NamaShells protective hard shells
- Natural wear and tear of fabric and belts: fading, abrasions, pilling and other signs of long use
- Tearing caused by sharp objects
- Damage caused by intentional misuse or by loads clearly beyond normal use
- Damage caused by accidents, or by repairs or alterations made without our agreement
Not sure whether your case is covered? Contact us and we will look at it together.
What we do if your product has a covered defect
- We repair the product — or pay for a repair we have agreed with you — or replace it.
- If neither is possible, we refund its price.
- All costs, including shipping in both directions, are paid by us.
How to make a warranty claim
- Contact us by any convenient method.
- Describe the problem and attach photos of the defect.
- Include the serial number of your product. Since 2020 it is printed on the back of the QR code label sewn into the product. For older products, send any proof of purchase you have: receipt, delivery address, purchase email, or the name of the instrument maker or shop you bought it from.
We reply within 5 days. If you have not heard from us by then, please contact us again.
3. Extended warranty: up to 10 years
You can extend the Namana Bags® warranty against defects to 10 years from the date of sale by recording an honest, detailed video review of your Namana Bags® product. The extended warranty covers the same defects, has the same exclusions and works in the same way as the 3-year warranty above. This offer is also open to you if you bought your product from a partner or a shop.
Conditions
- Send us your review within 6 months from the date of sale.
- Your review must be honest. It does not have to be positive: please tell about both the strengths and the weaknesses of the product. Whether your review is positive or negative does not affect the extended warranty.
- The video must follow the format below.
Video format
- Recorded in a well-lit place with clear sound
- HD quality, horizontal format
- You and the Namana Bags® product are both in the frame
- Any language you are comfortable with
What to include
- A short introduction: your name, your country and how long you have had the bag
- Why you chose Namana Bags®
- How often and in what situations you have used the bag
- Its main benefits and its weaknesses, and how it meets your needs
- Ideas for improvement, if you have any. We read every suggestion and implement them whenever we can.
- Your personal advice to future buyers
How to send it
Upload the video to any cloud storage or file-sharing service and send us the link, together with the date of purchase and the serial number of your product.
We check the video within 5 days and confirm your extended warranty. If the video does not meet the technical format (light, sound, HD, horizontal), we may ask you to record it again. We never ask you to change your opinion.
We will only publish your video with your permission. If we do, we will clearly mention that you received an extended warranty for your review.
4. How we determine the date of sale
Every bag we make has a unique serial number. It lets us identify your product and its date of sale even if you no longer have the receipt.
- Bought on our website or on one of our official marketplaces: the date of your purchase.
- Bought from a partner or in a shop: the date on your receipt.
- No receipt: the date on which we sold the product to the shop or to the instrument maker.
With love and care,
The Namana Bags® team
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