Click on the Warranty link at the bottom of the Apidura home page and this is what appears:
WARRANTY
Apidura covers defects in material and craftsmanship for the reasonable lifetime and intended usage of its products. Should any flaw appear due to defective materials or craftsmanship, we will gladly repair or replace the product. If we determine the damage to be the result of normal wear and tear, abuse or accident, or exceeding reasonable expectations of the products lifespan, repairs will be made at a reasonable cost. Please note that this warranty excludes zipper damage.
We proudly stand behind this guarantee as it offers us the chance to see the effects of real user wear on our gear.
I recently put this guarantee to the test.
The Apidura Saddle Pack has an adjustable bungee cord on the top of the pack which allows for storage and easy retrieval of small items.
Two of the bungee cord attachments points came unstuck from my Saddle Pack.
I emailed the photograph above to Apidura customer service. Jonathan from Customer Service emailed back within 24 hours apologising for this failure, asking for the serial number of the item, and expressing the hope to resolve this as quickly as possible.
Jonathan again responded the day he received the serial number, confirming that Apidura consider this a manufacturing defect and are happy to replace this pack as part of their warranty policy.
He asked me to make a cut through the lash tab upon which the serial number is printed and then send him a photo of this so that Apidura can identify the pack as one that has been replaced under warranty. He even sent a photograph showing where to make the cut.
I sent Jonathan a photograph of the cut lash tab and the next morning I received a Fedex International Priority Service tracking number for a replacement Saddle Pack. I will get my replacement pack tomorrow.
Apidura make high-quality packs and accessories, but their products are not the cheapest in the market. I prefer to pay more for a quality product that comes with a world-class warranty and responsive customer service.
Kudos to Apidura.
Old Roots, New Routes 