WARRANTY & REPAIRS POLICY
We are confident in the quality of the gear we sell and we want you to be too. Thus the reason we offer our own hassle free warranty policy for the first 3 months from the date of purchase. Traditionally manufacturer’s defects show up within this time frame or much earlier for that matter!
If you feel that there is a manufacturer’s defect with the item you purchased, within the first 3 months after purchase, one of our team leaders will take a look at it and if the issue is deemed to be a manufacturer’s defect, you get a replacement of the same item or a store credit right here and now.
Typically warranty determinations require the manufacturer of the product to make this determination. This usually involves shipping the product back to the manufacturer for assessment in order to make a warranty determination. The downside is that if it’s an item purchased for the current season, like winter, waiting weeks is unrealistic, especially if it’s your new winter coat.
If the team lead feels that the issue is not a manufacturer’s defect, you can still request we send your item back to the manufacturer for warranty determination. We’ll cover the cost of shipping it back to the manufacturer. If the manufacturer deems it a non-warranty, you will be charged a minimum $25.00 shipping fee.
AFTER 3 MONTHS: If you have an issue after this 3 month window, we are still here to help. We will be glad to submit your issue to the manufacturer for warranty determination. In this case there is a shipping fee to ship the item to the manufacturer. Your shipped item, unless repaired, will not be returned to you.
HOW TO GO FORWARD: You can either visit us in person or send us an email. We want to offer you the best customer service. Simply bring the item you want to warranty along with a copy of the purchase receipt and our staff will be happy to help you out. Otherwise, send us a brief note outlining the issue and be sure to include a copy of your purchase receipt along with a clear photo or two of the potential warranty issue. info@sojournoutdoors.com
Things to keep in mind when dealing with warranties:
A proof of purchase is required for any warranty issue.
Wear and tear and/or fit issues are not considered manufacture defect.
Manufacturers may choose to repair, replace or credit items.
The manufacturer of the product has final say when determining a warranty issue.
In order to comply with our manufacturers’ health and safety regulations, as well as for the protection of our staff, we kindly ask that all products be thoroughly cleaned before being brought in for assessment. Our staff may refuse to take your product if it is unclean or smells foul.
We strive to process warranties quickly however some delays are out of our control. This is particularly true in cases where the item needs to be sent back to the manufacturer for warranty determination, or when a replacement needs to be shipped from the manufacturer.