Totem bags must be used in accordance with the ‘Care Instructions’ noted on the product hangtag to validate the guarantee. To claim under the guarantee, proof of purchase must be shown. Be sure to register your warranty on our website by completing the available form

*Good idea! Take a photo of your receipt for future reference.  

Guarantee Terms

Totem warrants to the original purchaser that all products are free from defects in workmanship or materials, under normal and proper usage for the period of the guarantee. 

Product will only be replaced if it cannot be repaired.

Repairs will be charged out at a fair cost to the customer and only to cover the labor charge.

If the warranty applies, you will be notified as to whether the product will be repaired, replaced (with the original or comparable product), or refunded.

Normal wear and tear and the natural breakdown of materials are also excluded.

The warranty is void if the Totem care instructions are not followed.

If the product fails due to a manufacturing defect, we will repair the product at our own discretion.

Products will be replaced if they fall within the guarantee period and they cannot be repaired.

This is a ‘carry in guarantee’.  You are responsible for all costs of getting the defective product to us.

This includes the cost of packaging and shipping.

We will cover the return cost to you via the postal service. If you require the product urgently and need to make use of a courier service, the cost will be for your account. 

*Note: The guarantee is not intended to exclude any rights available to the consumer under the Consumer Protection Act.

Guarantee does not cover

This warranty does not cover defects resulting from improper or unreasonable use or handling.

Damage due to neglect, misuse, tampering, alteration, neglect, exposure to extreme temperature, incorrect storage, improper carrying or overloading (check maximum weight recommendation on product hangtag).

Accidental damage
  • Damage due to abrasion, impact, tearing, continued friction or pressure from excessive over-packing or the natural breakdown of material after extended use.
  • Damage due to exposure to extreme temperatures, solvents, or fading due to excessive sunshine.
  • Deterioration due to normal or fair wear and tear.
  • Should there be a problem with your product that is covered by the guarantee, contact us on:

Defective product

Should we find that your product is defective and still covered by the guarantee, we will at our own discretion:

  • Repair the product,
  • Replace the defective product,
  • Provide you with a comparable product,
  • Provide you with a full refund of the original purchase price.