What is the Warranty Policy?
We warrant all garments purchased directly from us against defects in materials and workmanship for their practical lifetime – which means the usual and customary wearable life of the product, by the original owner. If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided.
This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. For any damage not covered under the warranty, Jöttnar may offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with you, prior to any repairs being made.
In order for us to service your claim your returned product must be clean. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first.
How do I submit a Warranty claim?
Please email us at email@example.com, with a brief description of the issue. Please also include your Order Number.
What does “Lifetime of the Product” mean?
Our warranty covers products for their practical lifetime, which means the usual and customary wearable life of the product. Our products are built to endure harsh conditions over an extended period, but nothing lasts indefinitely. The warranty period relates to the product's lifetime, not the owner's, and will cover your product until such a time that we assess it to have naturally worn out and to be beyond reasonable repair.
The warranty applies to the original owner.
What is “normal wear and tear”?
Gear used every day in the harshest conditions will degrade faster than for someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached the end of its practical lifetime and it is time for it to be replaced. If so, we hope you will continue to trust Jöttnar to protect you for your next adventures.
What isn’t covered under warranty?
Accidents can and do happen and although not covered under warranty, tears, rips or other damage to your Jöttnar product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as storing your product while wet, keeping it sealed in an airless environment, or not following the care instructions on the contents label inside your garment will result in damages that are not covered under warranty. We will always do our best to repair them to working condition, however if we are unable to, we will notify you and discuss options.
Do I need to clean my jacket before sending it in?
In order for us to service your claim your returned product must be clean. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge.
Will you repair or replace my product?
If a Jöttnar product fails due to a manufacturing defect, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead.
How long will it take to get my product back?
We aim to repair your product as quickly as possible and are normally able to turn things around within 28 days. We'll keep you updated throughout.
How much will it cost to get repairs done?
For any repairs covered by our warranty policy there is no charge to you. Non-warranty repair costs will vary, depending on the materials and length of time required. Once we have received and assessed your product, we will contact you regarding repair options and costs (if applicable).
Who handles shipping costs?
Customers are responsible for the cost of shipping items to Jöttnar, and Jöttnar will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.