FAQs

Can I drop my item off? I live locally

Yes of course you can.

Please do so during our normal factory opening hours which are Mon – Fri 9:00am – 5:00pm

 

 

What does my warranty mean?

Our warranty is a promise that we make to you. This promise ensures that should your item ever fail due to a manufacturing defect then we will repair or replace the item (at our discretion). The only thing that we require is your proof of purchase (this could be a receipt, bank statement or order confirmation clearly showing the retailer, date and value) as our warranty only covers the original purchaser of the item.

Can I pay for a repair over the phone?

Our factory is unable to take payment for repairs over the telephone. Our team will email you through an invoice for the cost of the repair, which will need to be paid by BACS transfer.

How long does it take to have my item repaired?

While we always strive to reduce the waiting time by as much as we can, our first priority is to ensure the repair is done to the highest standards possible and this can sometimes take a lot of time. During the warmer seasons our turnaround times are often much faster than the colder seasons (so if your repair isn’t urgent we would recommend waiting until the weather is warmer).

How much will my repair cost?

The cost of any repair is quite subjective, depending on the necessary work to be carried out. When you complete a Repairs Form you can either authorise a repair up to a certain value or you can request that our team offer you a quote first.

In order to estimate the cost of a repair, our team will need to know as much information as possible. For example, we will ideally need to know what the item is, where the damage is and how it happened. Supporting images showing the damage are also very useful and will help speed the process along.

Unfortunately, we are unable to cover the cost of returning items to us for inspection.

My Buffalo is damaged and is over 1 year old. What shall I do?

You may contact us directly and we can give you a quote for your repair, or you may return it to the retailer you bought it from too.

We offer a variety of repairs including patches, replacing fabric panels, stitch and seam repairs and zips. When repairing an item, we will always strive to achieve the most functional and aesthetically pleasing repair for the payment authorized.

Please send us your item in good time before it is required for a trip, especially during autumn and winter when we typically experience the highest demand for this service.

Due to the volume of repairs we have received recently, our current turnaround time is around 4 – 6 weeks from when items have arrived with us.

My Buffalo is damaged and is under 1 year old. What shall I do?

Return your Buffalo to the point of purchase if you feel it is a warranty repair.  The retailer will return it to us where we will either repair, replace, or credit depending on the problem.  If it has been damaged by yourself, e.g. you fell and tore it, you may return it direct to us to get a quote for repair.