Warranty

WARRANTY

All our products are supplied with a 12-month Warranty unless stated otherwise which is effective from the "Date of Sale" on the customers Sales Invoice NOT "Date of First Use" The products supplied to you shall on delivery

• conform to the description set out on the website.
• be free from material defects in design, material, and workmanship.
• comply with all applicable statutory and regulatory requirements.
• Except as set out in our Terms and Conditions, all warranties, conditions, and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded.

This warranty does not cover:

• Normal wear and tear, including accelerated wear due to environmental exposure or heavy use.
• Products used outside their intended purpose or not maintained as recommended.
• Items requiring routine replacement such as zips, rope, or boot components unless a manufacturing defect is evident.
• Incorrect fitting or misuse of the product.
• Retailers are responsible for advising end-users on correct fitting and usage. Failure to do so may invalidate any warranty claim.

Retailer Information: As a retailer, it is your responsibility to ensure that customers are informed about the expected lifespan of a product, the care it requires, and the importance of correct fitting. This helps ensure that the customer selects a product suitable for their intended use. If a customer chooses to disregard your advice, you must make it clear that this may impact their ability to make a warranty claim. We strongly recommend that this warning is noted on the customer’s receipt. Any product that is mis-sold remains the responsibility of the retailer. When assessing potential warranty claims, please also consider the level of usage and the environmental conditions in which the product has been used. When we assess the impact of fair wear and tear consideration will be given to the estimated product lifespan information issued with the Product.

• Products which have been neglected, mistreated, overloaded, or used for purposes other than that for which they were designed.
• Products which have not been maintained as specified by the manufacturer.
• The cost of removing, refitting of accessories or attachments, nor does it cover the cost of transportation or any expenses incurred whilst the Product is out of use.
• Products which are expected to wear as part of their use including without limitation boot components, material, zips, rope unless there is a proven manufacturing or material defect.
• Defects caused by faulty adjustment or repairs and alterations performed by any other person other than an authorised representative.
• Defects caused by faulty or incorrect fitting or incorrect product size.
• If you believe that we have delivered goods which are covered by the warranty you must inform us as per our Terms and Conditions and product replacement will be covered as stated in our Terms and Conditions.

If you believe that we have delivered goods which are covered by the warranty you must inform us using [email protected] to report the issue; we will require any supporting images or information that you can provide so that we can begin a preliminary investigation. If submitting any images these must clearly show the issue along with a FULL image of the product. You MUST also include a copy of the customers Sales Invoice which you can download from your account or search using the form below.

On receipt of your submission we will begin our internal process and generate a ‘Returns Order Acknowledgement’ (ROA)

The ROA will be emailed to you and you will need to attached this to the outside package of the Product being returned.

Returns Shipping Address

Fletcher Stewart (Stockport) Limited
Unit 8E, Newby Road Industrial Estate, Hazel Grove, Stockport, Cheshire, SK7 5DA

Due to the number of in-coming parcels we receive each day, this process will be delayed if the parcel cannot be identified by the ROA.

Once the package has been received by our Goods Inwards Department the Quality Department will inform you by email that it has been received and will begin a full investigation within 14-days of receiving your package

If the claim involves clothing or footwear this MUST be returned washed or in a clean condition. Any items returned in a dirty condition will be immediately rejected on the grounds of Personal Safety.

Please note: we will not investigate or look at any product which does not have an ROA. 

In some cases, we maybe requested by the original supplier or manufacturer of the product to send the product back to them for further assessment. However if this is the case we will endeavour to complete this process in a timely manner and keep you updated throughout.

The initial return cost is your responsibility and should a return be deemed Warranty we will refund the cost of the return.

Products which are returned to us but are deemed by us not to be covered by the warranty policy will remain with us for 30-days after the rejection date before being disposed of. Should you require the goods returning we will either return them with your next delivery or if required sooner where the return postage will be charged