Warranty & Repairs
Our Warranty Policy
We stand behind our products and our Guaranteed for Good™ promise to make gear that's as durable and sustainable as possible. If there's a problem with your gear, we'll make things right, while always keeping sustainability in mind.
We will replace or repair any item that has been affected by a manufacturing defect for the lifetime of the product. A product’s lifetime is not an indefinite period of time—it's an estimate based on how well a product can realistically maintain its functionality. The way the product is used directly impacts the length of a product’s functional lifetime. Materials will deteriorate and fade over time, and moving parts, like zippers, buckles, snaps, and wheels will wear with use. This lifespan will be determined at the reasonable discretion of our Warranty & Repairs Team. Factors that will be considered include, but are not limited to:
- Type of product, material, and intended use
- How it was used, and the nature of the issue
- Age of product
What's Not Covered
- Dirty or unwashed items. Please clean your item before sending it in or it will not be accepted
- Pilling, abrasion, pinholes, or other cosmetic wear and tear that does not affect the function and performance of the product outside of normal wear or intended activity
- Rips, punctures, and burns (e.g., from a campfire) caused in the field or from normal wear
- Products that shrink or are damaged when laundered contrary to our care instructions
- Damage resulting from animals (e.g., your dog chewed up your hip pack)
- Accidental damage, including the use of sharp blades when opening packages
- Lost, stolen, or damaged during personal trips or while traveling
- Items shipped in from outside of New Zealand
The Replacement Process
To file a warranty claim, please click the button below and submit your details through the online form. If your claim is approved as a valid warranty, your product will be replaced with the same item. If your product has been updated, you will be sent the latest version. If your product is out of stock or has been discontinued, you will receive credit for the current purchase price. We are unable to provide refunds to the original form of payment.
