Is It Covered?
If you find any defect in the way your pack has been built then we’ll always look to repair or replace it without any charge (within its reasonable lifetime). While cases of wear and tear, accidental damage, abuse and lifetime expiration are not covered we’ll try our best to help and will look to repair the pack at a reasonable cost. As part of our commitment to protecting the environment we strive, whenever possible, to repair products rather than replace them.
Below are some examples of the type of damage we do and do not cover.
If we determine that the fabric has been under inserted during production then this is something we may look to cover.
Fabric that has been torn or pulled from a seam will not be covered, however, we may be able to help with a repair.
Zips are constructed with a continuous coil of teeth that is sewn on to a length of material and then inserted into a pack. Accidental damage and problems stemming from poor maintenance of these zips are not covered under our Guarantee but may be something that we are able to repair.
All of our packs are constructed to the highest standard and sewn together using Polybond thread. A flaw in the stitching is something we would look to cover. However, if the stitches have been cut or have been pulled with excessive force, it is not something we would look to cover under our Guarantee but may be able to repair at a reasonable cost.
Delamination and Environmental
Storing your pack in damp conditions or wet items being stored inside the pack can slowly cause damage to its protective coating. Puncture marks and scuffs can also sometimes cause the protective membrane to lift. If we believe that this is the cause of the concern then it is not something we would look to cover under our Guarantee.
Wear and Tear/ Accidental Damage
Problems arising from abrasions, holes, cuts, tears, burns, animal attacks and the pack being dropped or dragged are not covered. We may, however, be able to repair this kind of damage by patching or darning where possible at a reasonable cost.
Airline / Travel Damage
All our packs are rigorously tested in order to cope with the usual activities required of flying and travel.
If you’re unfortunate enough to experience some damage to your pack while in transit we recommend that you first get in touch with the Airline or your travel insurer as they may be able to help resolve this.
Where possible we’ll always do our best to repair damaged packs at a reasonable cost.
What is the Reasonable Lifetime of my pack?
The reasonable lifetime of a pack refers to the amount of use you can expect from it. While we assess every case on an individual basis, a pack that is used every day is going to reach the end of its reasonable lifetime quicker than a pack used once a year.
Make a Guarantee Claim
Please fill in the online form providing as much information about your concern as possible, including photographs of the issue, and we will get back to you as soon as we can.
We look at each case individually and while the above should provide guidance the final decision will be provided upon evaluation of the pack in question.
If you need to send your pack into us please remember to clean it before doing so or we may not be able to work on it.