MY INA KENT BAG NEEDS A REPAIR. HOW CAN YOU HELP?

INA KENT offers a two-year guarantee from the date of purchase. If you bring your bag to one of our stores, please remember to bring your receipt as well, so our team can verify the purchase and take a closer look at the issue.

If your bag is no longer covered by the guarantee, that doesn’t necessarily mean we can’t help. Please get in touch with our Customer Care team first. We’ll be happy to look at your individual case, talk you through the options and let you know what the next steps might be.

We also keep a selection of original replacement parts, such as zippers, available in our stores. Our team can let you know what is currently available, either in person or via email.

We want our bags to be carried and enjoyed for a long time. That’s why we’re continuously working on improving and expanding our repair service – with the aim of helping you keep your INA KENT bag by your side for many years to come.

You can drop off your INA KENT bag at our Vienna store at Neubaugasse 34, Monday to Friday from 11 a.m. to 7 p.m. and Saturday from 11 a.m. to 6 p.m.

When bringing in your bag, please remove any detachable straps and carabiners and keep them with you – we only need the bag itself for the repair.

Our team will give you a pickup ticket when you drop off your bag. Please keep it in a safe place for picking up your bag.

Bags that are still covered by our two-year guarantee will, of course, be repaired free of charge. Simply bring your bag to us and we’ll be happy to take care of the necessary repair.

If your bag is no longer covered by the guarantee, please get in touch with our Customer Care team first. 

Depending on the type of repair and the availability of our external repair partners, we’ll be happy to look into the options for you and let you know how we can help.

For smaller fixes, such as a broken mushroom button or a loose rivet, our team can usually take care of the repair in-house and free of charge.

We also keep a selection of original replacement parts, such as zippers, available in our store. Our team will be happy to let you know what is currently available, either in person or via email.

We’re continuously working on expanding our repair service, with one simple goal: to help you enjoy and carry your INA KENT bag for as long as possible.

As we work with qualified external repair partners, turnaround times currently range from around 10 to 12 weeks, depending on their available capacity. We appreciate your patience and understanding while your bag is with us.

At the same time, we’re continuously working on expanding our repair service so that we can offer more capacity and shorter turnaround times in the future.

As soon as your bag is ready for pickup at our Vienna store at Neubaugasse 34, our store assistants will reliably notify you.

Please bring your pickup ticket with you when collecting your bag. If you’ve misplaced it, no worries – just bring a valid form of identification instead.

If it’s just a broken zipper pull, you can bring your bag directly to our Vienna store at Neubaugasse 34. In most cases, our team can take care of this small repair in-house, so there’s no need to send your bag to one of our external repair partners.

That also means less time without your bag: repairs can usually be completed within just a few business days. When you drop it off, our store team will let you know straight away whether we can repair it ourselves or whether it needs to be passed on to one of our external partners.

Within our two-year guarantee, the repair is, of course, free of charge. After that, we charge EUR 10 per zipper pull.

As a first step, please get in touch with the store or retailer where you purchased your INA KENT bag. They will usually be able to help you directly.

If you’re unable to find a solution there, our Customer Care team will be happy to take a closer look and see how we can help.

Your invoice serves as proof of purchase and helps us verify your order and warranty claim. Please have it ready when contacting us about a repair covered by our two-year guarantee.

Some repairs require individual leather parts to be replaced. Especially with older or discontinued styles, the original leather may no longer be available. And because leather naturally changes over time, a newly replaced part may differ slightly in colour or appearance from the rest of your bag.

If that’s the case, we’ll always get in touch with you first and find the best possible solution together.

For some repairs, we may also need to take a closer look at your bag before we can tell you what’s possible – for example, if the leather shows unusual signs of wear. Our store team will accept your bag and pass it on to our internal quality team for assessment. Once they’ve had a chance to inspect it, our Customer Care team will get back to you with the next steps.

Every bag and every repair is a little different, which is why we look at each request individually. Wherever possible, we’ll work with you to find a solution that gives your INA KENT bag many more years by your side.