Program Overview
The Retail Reworks Warranty & Repair Program enables apparel, footwear, and soft-goods brands to offer post-purchase repairs, warranty servicing, and lifecycle extensions at scale—without burdening their internal teams, stores, or 3PLs.
Retail Reworks operates as the physical execution layer behind brand warranty promises, handling intake, inspection, repair, quality control, and outbound fulfillment through our nationwide facilities and partner network.
This program transforms warranty and repair from a cost center into a brand-building, sustainability-driven customer experience.
What the Program Covers
The Warranty & Repair Program supports:
Eligible Product Categories
- Apparel (woven, knit, denim, outerwear)
- Activewear & athleisure
- Uniforms & workwear
- Soft goods & accessories
- Select footwear & wearable tech (case-by-case)
Common Warranty & Repair Services
- Button, snap, hook & closure replacement
- Seam, hem, and stitching repairs
- Zipper repair or replacement
- Label, care tag, and branding fixes
- Minor fabric repairs (holes, tears, pulls)
- Odor remediation & sanitation
- Stain treatment (non-destructive)
- Re-finishing, pressing, and refolding
- Repackaging to first-quality standards
Repairs are non-destructive and aligned to brand-approved SOPs.
End-to-End Program Flow
Customer Initiation
Warranty or repair requests are initiated via:
- Brand warranty portal
- RMS integration (Loop, Redo, AfterShip, Treet, etc.)
- Retail or drop-off partner
- Direct ship-to-facility
Retail Reworks does not manage customer refunds, credits, or policy decisions unless expressly authorized.
Intake & Verification
- Item received at Retail Reworks facility
- Scanned into R4 system
- Match to warranty claim / order ID
- Open & verify correct item
- Condition documentation (photos if required)
Inspection & Eligibility Review
- 100% QC inspection
-
Warranty eligibility confirmed against brand rules:
- Manufacturing defect
- Workmanship failure
- Wear-and-tear exclusion (if applicable)
-
Item graded:
- Approved for Repair
- Out of Warranty / Declined
- Unrepairable
Brand receives structured reporting via R4.
Repair Execution
- Repairs performed per brand-approved SOP
- Skilled technicians and tailors
- Brand-supplied components used when required
- Quality verification post-repair
Final QC & Reconditioning
- Final inspection
- Cleaning / steaming / finishing
- Folding & presentation to brand standards
- Packaging into branded or approved materials
Return to Customer or Inventory
- Shipped back to customer OR
- Return to brand DC / 3PL OR
- Route into resale / recommerce / donation (if authorized)
Service Level Commitments (SLAs)
| Stage | SLA |
|---|---|
| Intake & Scan-In | Within 24 hours of receipt |
| Inspection & Grading | 24–48 hours |
| Standard Repairs | 3–7 business days |
| Complex Repairs | 7–14 business days |
| Reporting | Real-time via R4 + weekly summaries |
Peak periods may extend timelines with advance notice.
Pricing Structure (Illustrative)
Pricing is per-item, transparent, and scalable.
Base Warranty Processing
Intake, scan, inspection, reporting
Repair Services (examples)
- Button / snap replacement
- Seam or hem repair
- Zipper repair/replacement
- Label / tag replacement
- Odor treatment / sanitation
- Stain treatment
Optional Add-Ons
- Photography & documentation
- Customer-ready repackaging
- Resale readiness / grading
- API & RMS integrations
Volume pricing, bundled SKUs, and flat-rate warranty programs available.
Brand Controls & Governance
Brands retain full control over:
- Warranty rules & exclusions
- Approved repair types
- Maximum repair spend thresholds
- Repair vs. replace decisions
- Disposition of unrepairable items
Retail Reworks executes—brands decide.
Reporting & Data
All activity is tracked in R4, including:
- Units received
- Repair types performed
- Repair success rates
- Warranty failure insights
- Cost per repair
- Sustainability & diversion metrics
Custom reporting formats available for:
- ESG
- EPR compliance
- Sustainability disclosures
- Internal finance & CX teams
Sustainability & Circular Impact
The Warranty & Repair Program:
- Extends product life
- Reduces landfill waste
- Lowers replacement inventory demand
- Supports brand ESG commitments
- Enables resale and second-life programs
Repairs are prioritized over replacement whenever feasible.
What Makes Retail Reworks Different
- Built from real repair and rework operations, not theory
- Proven across thousands of SKUs and brands
- Integrated with returns, resale, and recommerce
- Flexible enough for premium brands or mass volume
- Designed to scale nationally and globally
This is not a marketing layer—it’s industrial-grade execution.
Contract Structure
- Master Services Agreement (MSA)
- Warranty & Repair Program SOW (Exhibit)
- 12-month initial term (typical)>
- Volume minimums optional
- Clear termination and transition clauses