In general we have two different warranties. For our current rucksacks and products we manufacture in our factory, we offer a Lifetime warranty*. This means that we have no time limit on the warranty period. For our products we manufacture outside of our factory, we offer a 2 year warranty.
These Warranties are against defects in the product through manufacturing error only. If your product is faulty and manufacturing error has caused this, we will either repair or replace your product. In certain circumstances we may offer a refund or partial refund at our discretion. Please note that this does NOT cover wear and tear or damage caused through excessive use or misuse. We reserve the right to decide to refuse the repair, replacement or refunding of a product if we feel the damage is outside of our warranty terms. All warranty returns must be accompanied by our returns form which can be downloaded and sent back to us alongside the product. It is essential that you contact us prior to sending off a return.
*Lifetime Warranty is only on the latest models of rucksacks we have produced using Cordura Fabric as of October 2020.
28 DAY RETURN POLICY
Any product ordered from this website can be returned to us unused within 28 days of placing the order. You do not need to provide us with a reason for returning the product within this time period. You will need to send the product back at your own expense. If the product arrives in poor condition or shows signs of use, we reserve the right to refuse a refund or offer a partial refund. If your order included a delivery charge from us we will refund this up to the cost of standard delivery.
Refunds can take up to a maximum of 14 days to process after recieving the item, however in the majority of cases we will aim to process refunds within 5 working days. Please contact us before hand, if you intend to return a product. You can get in touch either by emailing firstname.lastname@example.org or by phone 01539 592954.
Our 2 years free repair service is a complimentary service we offer separately from our warranties. The service is currently available for our rucksacks and tents and is provided at our discretion. If damage to your product falls outside of what is covered in our warranty (i.e wear and tear, misuse, accidental damage) you can apply for a free repair within 2 years of the purchase date.
Please remember that this is a service we offer to our customers to discourage "unnecessary consumerism". Through this we are preventing unnecessary manufacturing emission and landfill . Our aim it to get your product back in use to prevent you buying new. As such the repairs we carry out under this service, will be practical and cost efficient for us to do. Our aims isn't to make the product look like new. To apply for a free repair, please send us an email, describing the damage to the product along with a detailed photo.