REPAIR & CARE

• The items we are focusing on are down/synthetic sleeping bags and jackets for washing, shell jackets, insulated jackets and sleeping bags for repairs.

• If you have a different product that needs fixing then please ask and we may be able to help.

• Please can customers ensure to the best of their ability that the product is of sufficient quality to warrant a wash/repair.

• Please ensure there is no excess dirt, waste, mud etc on the product that could easily be removed by you, before handing it over to us. This is to keep our teams and the teams of our repair provider safe. Moreover, non-compliance with this will cause a £50 fine for the customer. Please note that for a wash service, your item must be suitable for tumble-drying otherwise we will not be able to service it.

• Our Repair & Care Team (the Aftersales Team) will be in touch with the customer to discuss options, new costs, lead times, and procedures and will not commence without the customer’s consent.

• Should the customer decide at this point that they no longer want to continue with the service, they will be charged a processing & inspection fee of £15.

• The item must be of good enough quality to withstand the wash and/or repair service. E.g. if a down product has a tear, it will not be suitable for washing unless the tear is repaired before washing.

• Products sent for repair should not be heavily soiled with mud, dirt, clay, alluvium, peat, grass, waste, bodily fluids, faeces, or the like where excess could have been removed by the customer before handing in. If customers do not follow these guidelines, they may be charged £50 fine for putting our teams at risk.
 

• Products sent in for washes must be tumble-dry-safe
 

• If a customer submits a product that ultimately turns out not to be repairable or washable, they will be charged a processing & inspection fee of £15.

• Materials used for repair may vary from those of the original manufacturer. The nature of the availability of materials from brands and manufacturers means we may not be able to offer an exact match to the original cloth or parts used. We normally offer a cosmetically sensitive repair in as close a match as possible or using stable colours like black which normally appears in another part of a product.

• Washing the product will reinstate the “fluffiness” and insulating properties of the insulating kit. However, some stains are so well & truly embedded in the fabric that even multiple washes would not remove them. This is particularly true for dark stains on light fabrics.

• Yes, upon request we offer additional repair services. However, lead times might be more towards 8-10 weeks if it is an unusual repair.

• Repairs: All these services are technical repairs using technical fabrics such as waterproof shell fabrics and are more complicated than normal tailoring of standard fashion garments and, as such, take more skill, time and more expensive spare parts to complete the repair than standard fashion repairs.

• Washes: Washing insulating products involves using a specialised washing detergent that cleans and preserves the insulating & hydrophobic properties of the insulating content of the product (down or otherwise). We use Grangers Down Wash as our cleaning detergent to give your products the best detergent that is currently out there. Moreover, insulating products often take multiple cycles of tumble drying with unpicking the down/synthetic insulation between cycles to ensure we reinstate the insulating performance of the product often taking between 4 – 8 hours of drying time in total.

• Postage: If the customer wishes the product to be sent directly to their designated address, then the return postage is also included.

• Yes, we will contact the customer if the cost of the repair or wash is MORE than the cost of the service the customer has selected.

• If the service cost is LESS, then the new, cheaper service will be carried out and the customer will be charged for the cheaper service. (E.g. If a zipper replacement was selected but all that was required was a new zip slider, we would only charge the cost of the zip slider which is cheaper than a full zip replacement).

• This is a benefit to our members who have bought with us in the past.

• The cost of offering Repair & Care services on items we do not stock ourselves is more expensive.

• It includes the return postage if the customer wishes the product to be returned to their home address.

• It does NOT include the postage required to send the product directly to our Repair & Care team in our warehouse rather than dropping it off in stores.

• If dropping it off in-store and collecting it from the store, all transport costs are already included in the price.

• Yes, there is a processing & inspection fee of £15.

• This will be charged when the selected Repair & Care service has to be amended and the customer chooses not to proceed. OR if the product cannot be repaired/washed and must be returned to the customer, in which case they will not be charged the selected service price but the processing & inspection fee of £15.

• Products sent for repair should not be heavily soiled with mud, dirt, clay, alluvium, peat, grass, waste, bodily fluids, faeces, or the like where excess could have been removed by the customer before handing in. If customers do not follow these guidelines, they may be charged £50 fine for putting our teams at risk.

• In-Store Collection: If customer collects the product in stores, they will be charged at the till point at the point of collection. Once paid the customer receives their product(s).

• Direct to Home Delivery: If the customer selected the product to be sent to their designated address, then the Repair & Care Team (Aftersales Team) will send an email with an online payment link to the customer. Once payment has been confirmed, the item is dispatched.

• Yes, please tell our store colleagues when you are dropping off the item in-store that you want it sent to your home/designated address OR if you are sending it directly to our Repair & Care team, please select the option to send it to your designated address.

• Postage is included in the price.

• Yes, please inform our store colleagues of the store where you want to collect the item(s) from OR specify on the Online Order Form which stores to collect the item(s) from if you are sending the item(s) directly to our Repair & Care Team.

• We will try our very best to return your gear to you as soon as possible and aim to have the majority of items returned to customers within our cited 6-8 weeks. Sometimes it can be even less than that.

• However, if the item needs particular spare parts or we need to check in with the customer first if the service needs to be amended, or during high volume periods we may need a little longer.

• We, therefore, suggest expecting an 8-week turnaround time to avoid disappointment.

• Damage: There is a slim chance of your product being damaged during the transport and/or the washing and/or the repair service. If damage does occur, we reserve the right to repair the damage at our own cost.

• Loss or Irreparable Damage:  If the additional damage caused by transport and/or a wash/repair service cannot be repaired adequately or the item is lost, we will offer a replacement or if an exact replacement is not available, we will offer an alternative that is similar in product specifications, functionality and as close look & feel as the original as possible within the standard stock range we hold as a business.

• If the alternative is not suitable to your preference, we offer a refund on a sliding scale based on the age of the garment and its original purchase value. Evidence of purchase and sale price must be provided.

Sliding Scale:

Less than 2 years………………..70%

2-3 years…………………………….60%

3-4 years…………………………….50%

4-5 years…………………………….40%

Over 5 years……………………… 30%

Over 10 Years……………………. 10%

• If the alternative is not suitable to your preference, we offer a refund on a sliding scale based on the age of the garment and its original purchase value. Evidence of purchase and sale price must be provided.

Sliding Scale:

Less than 2 years………………..70%

2-3 years…………………………….60%

3-4 years…………………………….50%

4-5 years…………………………….40%

Over 5 years……………………… 30%

Over 10 Years……………………. 10%

• Please note that by allowing our team to undertake a Repair & Care service, the manufacturer’s warranty may become void.

• The exception is for GORE-Tex items, where any existing warranty will continue to be valid as our repairs are GORE-Tex approved. The warranty period will not be extended from the original purchase date.

• The workmanship of our repairs is guaranteed up to 2 years from the date of repair. Any fault which becomes apparent with the repair due to substandard workmanship will be repaired free of charge (including postage).

• The guarantee of the Repair & Care service excludes faults caused by accident, neglect, including improper care, treatment or exposure to conditions deemed beyond normal conditions, misuse or where the product is deemed to have come to the end of its life through reasonable wear and tear. Any liability is limited to the repair & care service only and excludes any consequential loss.

• You have 14 calendar days from receipt of your product to query the workmanship of our repair/wash service.

• If you submit your product on suspicion of substandard workmanship of the repair and upon inspection, we find no fault with the repair itself, you will not be reimbursed for the repair nor offered a replacement product. You will be charged an inspection fee of £15. We recommend you speak with our Customer Service team to check if your damage is likely due to substandard workmanship, to avoid unnecessary inspection & postage fees.

• We advise all customers that materials used for repair may vary from those of the original manufacturer. The nature of the availability of materials from brands and manufacturers means we may not be able to offer an exact match to the original cloth or parts used. We normally offer a cosmetically sensitive repair in as close a match as possible or using stable colours like black which normally appears in another part of a product.

• Washing their product will reinstate the “fluffiness” and insulating properties of their insulating kit. However, some stains are so well & truly embedded in the fabric that even multiple washes would not remove them. This is particularly true for dark stains on light fabrics.