Warranty Policy

FOUND A MANUFACTURING ISSUE? LET US HELP.

WHAT'S A MANUFACTURES WARRANTY?

A manufactures warranty covers the product for faults in the materials or workmanship of the product for a set period of time.

WHAT'S THE SET PERIOD OF TIME

This is brand dependant so can vary between products. Usually, this period is set for a reasonable time frame for a manufacturing defect to show. If something was to present due to manufacturing, it would show early on.

WHAT'S A REASONABLE LIFE OF YOUR PRODUCT

Our tough NZ environment is tough on gear.  It’s hard to know what a reasonable life time of your product will be as it totally depends on the use and care.

Your light, comfy trail shoes won’t have the same reasonable lifespan as a pair of robust hiking boots in NZs backcountry. As well as gear that has received proper maintenance compared to products that haven’t been cared for.

To help we’ve added some blogs that might give you a good indication.

Blog posts

WHAT MIGHT THIS LOOK LIKE

  • Stitching or seams that fail under normal use
  • Broken zips, toggles, or hardware that fail due to workmanship
  • Fabric delamination or failure of waterproof membranes (not due to wear or contamination)
  • Glue coming unstuck after normal use

Not ticking these boxes- Have a look at our repairs page and get in touch! We can always help source parts, repairs and odd bits and bobs to help

WHAT THIS DOESN'T LOOK LIKE

  • Normal wear and tear (abrasion, UV fading, dirt)
  • Accidental or environmental damage (tears, burns, tent pole snap due to wind, Kea took your left shoe (why is it always the left shoe), etc.)
  • Damage caused by improper care, washing, or drying
  • Misuse of product

Have a look at our repairs page and get in touch! We can always help source parts, repairs and odd bits and bobs to help.

CHECK YOUR CLAIM AGAINST THE CONSUMER GUARANTEES ACT

https://www.consumerprotection.govt.nz/general-help/consumer-rights-finder/products 


THE WARRANTY PROCESS- WHAT TO EXPECT, WHAT YOU’LL NEED.

To get started with our assessment form you’ll need:

  • Receipt/Order Number (You can find this on your email confirmation or at the bottom of your receipt.)
  • Email (ideally one used for purchase)
  • Date of purchase
  • Product details

Good news, these should all be on your receipt or order confirmation - too easy!

We’ll need you to take some pictures of your product. This works best when the product is clean and dry as we can clearly see what’s going on and pass the photos on to suppliers or repairers.

Bonus - it’s all ready to send away if we request it to be sent back.

REMEDIES

If your warranty is accepted it will either be repaired, replaced or refunded depending on the severity of the fault.

RETURNING YOUR PRODUCT CLEAN AND DRY

Due to Health  Safety and the wellbeing of our team in a shared office, all assessment items must be returned clean, dry and as smell-free as possible.

Otherwise, we may need to charge a $25.00 cleaning fee for all dirty and smelly items sent back to us, which can significantly delay processing your claim.

Items that we deem we cannot easily clean in-house will unfortunately be sent back to the owner, causing further delays.

START YOUR PRODUCT ASSESSMENT HERE

Online Product Assessment Form


OUR PRODUCT GUARANTEES:

  • Our products are of acceptable quality — they must do what they are made to do, look acceptable, not have defects, be safe, and last a reasonable time.
  • They must be fit for a particular purpose — they must be suitable for a particular purpose that you asked the trader about, or they told you the products were suitable for.
  • They must match with the description — the product you received matches its description online, or on packaging and labels
  • The products must be reasonably priced.
  • Delivered on time and in good condition, or within a reasonable time if no delivery time was agreed.

If we failed on these points, please contact us so we can fix it.


NEED HELP STILL?

If you have any questions regarding your product, please contact the customer services team on hello@furtherfaster.co.nz or direct on 03 338 1780.