Gear Warranties and Claims

Out there, gear takes a beating. Wear and tear can't be avoided. But what if something gives up sooner than you expect? Say, because of a hidden defect? That's when a warranty claim comes in. What are your rights? What can and can't be claimed? And what if the warranty no longer applies? Here's everything you need for a smooth resolution.

When, what and how Preparation Deadlines Repairs Guarantees

Whose fault is it?

Every piece of kit has its lifespan. It depends on the material, but also on how you treat it. If something breaks, the first question should be: “Is it the manufacturer's fault, or mine?”

If you look after your boots properly and the upper still cracks, that's a case for a claim. If it's worn through after two years of non-stop mountain walking, that's normal wear and tear.

A claim isn't a fight with the seller. It's a search for a fair solution.
Tell the difference between a manufacturing or material defect and ordinary wear and tear.
Look after your gear. Proper care can prevent many problems.

Cyclist sitting and relaxing in the mountains

How to avoid a claim?

The best claim is the one you never have to make. Start by taking good care of your gear – that's how you extend its life. Buy gear with a longer warranty or repair options – you'll save in the long run.

Look after your boots Caring for other gear

When to make a claim

Claims only cover manufacturing defects – that is, faults in materials or workmanship. They don't cover ordinary wear and tear or damage caused by improper use.

What can you claim?

Boots coming unglued after a few hikes.
A jacket zip that breaks after brief use.
A seam that starts coming apart after just a few months.

What isn't covered?

A sole worn down after several years.
Trousers torn in a fall on rock.
Socks worn through after hundreds of kilometres.

On the seller's liability

Under Section 2167 of Czech Act No. 89/2012 Coll., the Civil Code: “Rights arising from defective performance do not apply … to wear and tear of the item caused by its usual use.”

When to make a claim

Claims only cover manufacturing defects – that is, faults in materials or workmanship. They don't cover ordinary wear and tear or damage caused by improper use.

What can you claim?

Boots coming unglued after a few hikes.
A jacket zip that breaks after brief use.
A seam that starts coming apart after just a few months.

What isn't covered?

A sole worn down after several years.
Trousers torn in a fall on rock.
Socks worn through after hundreds of kilometres.

Drying Bridgedale socks in the mountains after a tough trek

On the seller's liability

Under Section 2167 of Czech Act No. 89/2012 Coll., the Civil Code: “Rights arising from defective performance do not apply … to wear and tear of the item caused by its usual use.”

“...do not apply … to wear and tear of the item caused by its usual use.”

Preparing gear for a claim

It's about mutual respect. The seller will try to meet you halfway if you do your bit too. For example, by sending the gear in clean. The seller isn't an archaeologist.

Clean your gear. It's only polite. Mud-caked boots just complicate the whole process.

Pack the gear so it doesn't get damaged. The original packaging isn't necessary, though.

Enclose proof of purchase. If you don't have it, a bank statement will do.

Returning goods

When you buy from an online shop, you have the right to return goods within 14 days – without giving a reason. You usually pay the shipping costs. The seller must then refund you within 14 days at the latest – including the delivery costs. In a bricks-and-mortar shop, however, you don't have this right – unless the seller voluntarily offers it as an extra service.

When you buy from an online shop, you have the right to return goods within 14 days – without giving a reason.

How long will it take?

The legal deadline for handling a claim is 30 days. If the seller doesn't deal with it in time, you're entitled to a refund or a new product.

Get the claim confirmed in writing – so you know for sure when the seller accepted it.

After an expert assessment, the seller must decide immediately – or within 3 working days at the latest.

Once 30 days have passed, you can ask for a refund or a new product.

Repairing a torn sleeping bag on a sewing machine

On the time frame

Under Section 19(3) of Czech Act No. 634/1992 Coll., on Consumer Protection: “A claim, including the removal of the defect, must be settled without undue delay, no later than 30 days from the day the claim was made, unless the seller and the consumer agree on a longer period.”

“A claim, including the removal of the defect, must be settled without undue delay, no later than 30 days...”

Out-of-warranty repairs

Even when the warranty has run out, you still have options to restore your gear to its former glory. Some manufacturers offer repairs that work out cheaper than a new product. For example:

Asolo

They'll replace a worn-down sole and rand, repair seams, clean the upper, and you'll get a new insole and laces too. Within a month your boots come back so good you won't recognise them.

Send your boots for repair

Rab and Lowe Alpine

Their service centre can sort out almost anything – from the tiniest things (like broken buckles or small patches) to replacing zips or entire sections of a garment.

Get it repaired

Spare parts

Some things you can fix yourself. A broken buckle, a lost chest strap or a snapped tent pole – it needn't be a problem. Rab, for one, has spare parts galore. And plenty of small nicks in the fabric can be sorted with self-adhesive patches.

Some things you can fix yourself.

Manufacturer guarantees

Two years' warranty is the baseline. But some brands offer above-standard terms – such as a lifetime warranty and after-warranty service.

Asolo

Warranty: 2 years on manufacturing and material defects.
After-warranty service: paid replacement of worn boot soles.

Rab and Lowe Alpine

Warranty: lifetime – product replacement within 2 years, free repair after 2 years.
After-warranty service: paid repairs of torn fabric, broken buckles, zips and so on.

Bridgedale

Warranty: lifetime – socks replaced with a new pair.

For the rest of your life?

A lifetime warranty doesn't mean the product will last your whole life. It's a warranty for the lifetime of the product itself – that is, for as long as it's considered functional and usable. Once it wears out naturally, the warranty ends. For example, when a rucksack has five Himalayan expeditions behind it, is worn through all over and is clearly past its prime.

A lifetime warranty doesn't mean the product will last your whole life.

Testing sleeping bags in the mountains – outdoor gear warranty claims

Gear isn't rubbish

Choose gear you don't have to worry about out there. Choose gear that can be repaired – and that can serve you well for years.

Only honest gear

Gear Warranties and Claims

Whose fault is it?

How to avoid a claim?

When to make a claim

What can you claim?

What isn't covered?

On the seller's liability

When to make a claim

What can you claim?

What isn't covered?

On the seller's liability

Preparing gear for a claim

Returning goods

How long will it take?

On the time frame

Out-of-warranty repairs

Asolo

Rab and Lowe Alpine

Spare parts

Manufacturer guarantees

Asolo

Rab and Lowe Alpine

Bridgedale

For the rest of your life?

Gear isn't rubbish

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