At SammyBags, we’re passionate about reducing waste—and we love the bags we’ve created to help make that possible. Every bag is made with care and purpose, but occasionally, things can go wrong. If you experience a fault with your bag, we’ll do our best to make it right—through exchange, repair, or refund—under the SammyBags Guarantee.
💛 Our Promise: The SammyBags Guarantee
While rare, product faults can happen. If you notice something isn’t right, please contact us with the following:
- Clear photos showing the fault
- Order information, such as:
- Retailer name
- Date of purchase
- Or your order number (if bought through SammyBags.com)
In some cases, we may ask you to return the bag so we can investigate the issue and continue to improve our designs.
🛠 Our Warranty under the SammyBags Guarantee
We offer a 12-month warranty from the date of delivery for any defects in materials or workmanship.
- This warranty is part of our broader commitment under the SammyBags Guarantee to support quality and sustainability.
- If your SammyBag has a genuine fault, we’ll replace, repair, or refund it at no cost to you—including delivery.
- The warranty does not cover normal wear and tear.
- To make a claim, please contact us immediately and provide proof of purchase (order number or receipt).
- This warranty is offered in addition to your rights under the New Zealand Consumer Guarantees Act.
We’ll work with you to resolve things quickly and fairly.
🧵 Got a Loose Thread?
No worries—it’s usually cosmetic. Here’s what to do:
- Do not pull the thread
- Trim it carefully with scissors, close to the fabric
- Optionally, you can lightly seal the end with a flame (e.g., from a lighter), taking great care not to burn the fabric
✨ Stains or Smells?
Our bags are made from certified materials that are food-safe and free from harmful substances. Still, some foods can leave marks or odours if not cleaned quickly. Here’s how to refresh your SammyBag:
Machine Wash
- Use fragrance-free eco washing powder
- Wash on hot (up to 95°C) in a front loader
- Hang to dry fully before storing
Hand Wash
- Wash thoroughly with warm soapy water
- Rinse well
- Air dry before storing
💡 Tip: Always store your bag clean and dry between uses to prevent odours.
👉 See our full Care Instructions for more tips.
If you have any questions, we’re always here to help.
Thank you for choosing SammyBags—where sustainability meets care.
Warm regards,
David, Sammy & Pieta
The SammyBags Team 💛