How to Claim Lifetime Warranty
Live in Indonesia or Malaysia? We repair it at our Bandung studio. Ordering from anywhere else? Repair it locally — we reimburse you. See "International Claims" below.
Complete the warranty claim form and provide necessary details.
Attach your proof of purchase or valid receipt.
Wait for our Customer Service team to contact you.
You will receive clear instructions for the next steps.
How to Send Products for Repair
Pack your product securely in a box or bag.
Insert the printed claim form into the package.
Ship the package to our official service center.
Confirm the delivery details with our team.
Keep your shipping receipt safe for reference.
A Promise To Stand By Your Side.
Repair Terms
Free repairs cover stitching and zippers on all Thenthic bags, for the original owner, for life. Minor repairs are completed in approximately one week, plus shipping time. Repairs outside the warranty (material, pullers, webbing, buckles — listed below) are offered at a fair cost; we'll always quote you before any work begins.
Free Repairs
Zippers
Stuck sliders, broken teeth, or tracks that fail under normal use. YKK® hardware, repaired or replaced free.
Stitching
Unraveling or torn stitches on any seam. Re-sewn at our studio, free.
Paid Repairs
Not covered by the lifetime warranty, but we can still fix it. Chat us for a quote — repairs are always cheaper than a new bag.
Material
Applicable for peeling, punctured, or severely worn out exterior materials.
Puller
Applicable for broken or missing metal/cord zipper pullers.
Webbing
Applicable for snapped, burnt, or severely frayed webbing straps.
Buckle
Applicable for cracked, broken, or crushed plastic/metal hardware.
International Claims — Repair Locally, We Pay
Shipping a bag across the world for a stitch repair makes no sense — for you or the planet. So for customers outside Indonesia and Malaysia:
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Submit your claim with photos or a short video of the issue.
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Once approved (usually within 1 business day), take your bag to any local tailor or repair shop.
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Send us the receipt. We reimburse the repair cost up to USD [25] per claim. ⚠️
Repair not possible locally? We'll work out a replacement solution with you directly.
Submit Your Claim
Most claims are approved within 1 business day. No arguing, no fine print games.
Claim your Thenthic warranty by filling out the form below. Our support team will review your request and guide you through the next steps.
Open Claim FormNotes
Ensure your product is empty and reasonably clean before sending it to our facility.
Pack the item securely to prevent any additional damage during transit.
Wait for confirmation from our team before making any shipments.