Endeavour through adversity
HONESTY | INTEGRITY | LOYALTY
We still believe in good people – IF your kit fails you then that’s on us; IF you fail your kit then that’s on you.
Sustainability begins with clothing that lasts, we believe your ThruDark product should be by your side for a long time, if looked after correctly.
In the event that a ThruDark outerwear product does not meet the standard for expected use, ThruDark’s common sense lifetime policy will guarantee the item (limitations apply) for its lifetime, as long as all garment care procedures have been followed and the product has not been misused.
What is considered a warranty repair/replacement?
Fabric Coatings & Discolouration
Tears, Rips & Zips
Issues with leaks or stitching
If there is any deviation from specification or defects in manufacturing, ThruDark will accept products for a replacement at our discretion.
Products damaged through wear and tear, misuse, or neglect may be repaired at a nominal charge which we will discuss with you once your product has been received. Please read carefully through our garment care page also before sending your warranty enquiry, as most garments will need to be regularly looked after to ensure they perform at an optimum level.
What’s not covered?
Accidental damage or misuse that leads to tears/rips or other faults
Environmental damage which causes fabric issues
Scratches, bobbling or other minor fabric scuffs
With any warranty enquiry, we kindly ask that you provide a comprehensive detailed account of the specific issues. Please also include any imagery to further explain the issue/problem. We also require a copy of the original invoice/order number and for you to contact our customer services department on supp[email protected] with the above information. If your product has been purchased through a 3rd party then and you do not have the original receipt of purchase then, unfortunately, we will not be able to honour your warranty.
After hearing back from our customer support team, please return the goods at your earliest convenience to ThruDark HQ using our pre-paid returns procedures to send your product back to us.
PLEASE ENSURE ALL RETURNED ITEMS ARE WASHED BEFORE SENDING BACK TO US.
Please note: You MUST contact our customer service department before sending back your warranty claim product, any items without prior acceptance will be returned to the sender.
Once the goods are received by the team, we will make an assessment as to which course of action we will take. We will contact you directly to explain the process and look to rectify the issue as quickly and efficiently as possible.
Please be aware that warranty repairs may take up to 6-8 weeks and if your item needs repairing outside of a warranty claim, fees will vary depending on the specific repair required.
Thank you for your support and for any further questions please contact us at [email protected]
Take photos/videos & describe the issue
Send to our support team for approval
Send your warranty claim using our pre-paid methods
Contact the base at [email protected]