Our warranty and repair policy

Although our products are designed to be durable, they are not indestructible. During your outings, you may encounter obstacles such as rocks, trees, brush, and many other conditions that could damage your equipment. We are here to help you repair damage caused by accidents or normal wear and tear.

We replace any item affected by a manufacturing defect for the lifetime of the product. A product's lifetime is not an indefinite period. It is an estimate based on a product's ability to realistically maintain its functionality.

The way the product is used directly impacts its functional lifespan. Materials deteriorate and fade over time, and moving parts, such as zippers, buckles, and snaps, wear out with use. This lifespan will be determined at the reasonable discretion of our warranty and repair team. Factors taken into consideration include, but are not limited to, the following:

  • The type of product, material, and intended use
  • How it was used and the nature of the problem
  • Product age

What is not covered

  • Dirty or unwashed items. Please clean your item before sending it, otherwise it will not be accepted.
  • Pilling, abrasion, pinholes or other cosmetic wear not affecting the function and performance of the product.
  • Tears, punctures and burns (e.g., from a campfire) caused in the field or due to normal wear and tear.
  • Products that shrink or are damaged when washed contrary to our care instructions.
  • Damage caused by animals (for example, your dog chewed through your backpack).
  • Accidental damage, including the use of sharp blades when opening packages
  • Lost, stolen or damaged during a personal trip or travel
  • Logos that are partially or completely peeling off

The replacement process

Residents French only. The average delivery time is 3 to 6 weeks.

To file a claim, you can do so online. If your claim is approved as a valid warranty claim, your product will be replaced with the same SKU. If your product has been updated, you will receive the latest version. If your product is no longer in stock or has been discontinued, you will receive a credit for the current purchase price. We are unable to issue refunds to the original payment method.

*International customers, please write to us at contact@palmow.com

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