Warranty

Customer Service

PRODUCT 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,

  1. conform to the description set out on the website
  2. be fit for any purpose held out by us
  3. be free from material defects in design, material and workmanship
  4. comply with all applicable statutory and regulatory requirements.

Except as set out in our Terms and Conditions (see below extract), all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded.

The product warranty does not cover:

  1. defects resulting from fair wear and tear. Please be advised that wear and tear can be accelerated by intense usage and/or the impact of the environment in which they are used. It is your responsibility as a retailer to inform the buyer of the anticipated life of a product, the care required and the correct fitting of any product ensuring your “informed” customer buys the correct product. If the customer rejects your advice you must clearly inform them that this will affect their rights should a warranty issue arise. We would strongly recommend you record this warning on their receipt. Any mis-sold product remains your responsibility not ours. When you are assessing potential warranty issues with customers please be mindful of the hours of wear some products have endured and the environment they are used in. When we assess the impact of fair wear and tear particular consideration will be given to the estimated product lifespan information issued with the Product;
  2. Products which have been neglected, mistreated, overloaded, or used for purposes other than that which they were designed for;
  3. Products which have not been maintained as specified by the manufacturer;
  4. 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;
  5. 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;
  6. defects caused by faulty adjustment or repairs and alterations performed by any other person other than an authorised representative;
  7. 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 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.

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. 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 in a timely manner.

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.


  • WARRANTY
    1. The Products supplied to you under this agreement shall on delivery [and for the warranty period set out in the relevant Product information sheet] OR [and for the warranty period stated in the online Product description]:
      1. conform to the description set out on the website in all material respects subject to clause 7;
      2. subject to clauses 11.3 to 11.12, be fit for any purpose held out by us;
      3. subject to clauses 11.3 to 11.12, be free from material defects in design, material and workmanship; and
      4. comply with all applicable statutory and regulatory requirements.
      5. Except as set out in these terms and conditions, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded.
    2. The warranty does not cover:
      1. defects resulting from fair wear and tear. Please be advised that wear and tear can be accelerated by intense usage and/or the impact of the environment in which they are used. It is your responsibility as a retailer to inform the buyer of the anticipated life of a product, the care required and the correct fitting of any product ensuring your “informed” customer buys the correct product. If the customer rejects your advice you must clearly inform them that this will affect their rights should a warranty issue arise. We would strongly recommend you record this warning on their receipt. Any mis-sold product remains your responsibility not ours. When you are assessing potential warranty issues with customers please be mindful of the hours of wear some products have endured and the environment they are used in. When we assess the impact of fair wear and tear particular consideration will be given to the estimated product lifespan information issued with the Product;
      2. Products which have been neglected, mistreated, overloaded, or used for purposes other than that which they were designed for;
      3. 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;
      4. 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;
      5. defects caused by faulty adjustment or repairs and alterations performed by any other person other than an authorised Fletcher Stewart representative;
      6. defects caused by faulty or incorrect fitting or incorrect product size;
    3. If you believe that we have delivered goods which are covered by the warranty:
      1. you must inform us as soon as possible using the warranty area on our site. Once a claim has been received a ROA claims number will be issued via email together with a warranty claims form for you to complete and return with the Product. ROA numbers will not be issued by telephone. Products will only be accepted for review if sent from our retailers. Products cannot be returned to us direct from the end-user, purchaser or third party. Issue by us of a warranty claim number and/or a warranty claim form does not constitute acceptance by us of any liability in relation to the claim. You and your customer must allow us to investigate the claim within a reasonable time period.
      2. you must return the Product in a clean condition with the warranty claims number clearly attached to it and accompanied with a completed warranty claims form. Any Product returned in a dirty or un-washed condition will be rejected without inspection.
      3. you must return the Product at your expense.
    4. If the Product is found to be defective in material or workmanship (following our investigations and correct completion by you of the warranty claims form), and you have complied with the provisions in clause 11 in full, we will at our option repair or replace the Product or refund the price by credit to the card used for payment or credit to your account (as appropriate), subject to Clause 11.6 regarding clothing and footwear Products.
    5. If an item of clothing or footwear is returned with a suspected defect within the material or workmanship then clauses 11.4 and 11.5 apply. We reserve the right to replace any clothing or footwear Products with reconditioned products to a standard of wear and tear that might be expected for a product of that age subjected to a similar level of usage as the Product returned. Clothing returned under warranty exceeding 3 months from date of sale will be repaired in a reasonable timescale and returned. To be considered for warranty clothing must be returned fully washed; any chainsaw protective clothing or clothing in general which is returned with rips or damage within the material clearly caused by the customer will be rejected. All returned footwear must be returned in a clean condition.
    6. Products replaced or repaired under the warranty are only covered for the remainder of the warranty period of the original Product.
    7. If a Product is no longer available, discontinued, or upgraded we reserve the right to replace it with a suitable alternative product to the original value or specification.
    8. We are not liable under this warranty for any items or Products a retailer replaces exchanges or refunds at there own discretion prior to a claim being authorised by us in writing.
    9. Products which are returned to us but are deemed by us not to be covered by the warranty will remain with us for 30-days after the rejection date before being disposed of. Should you require the goods returning we will return them with your next delivery or if required sooner postage will be charged.
    10. Any goods returned otherwise than as specified in this clause 11 will be rejected.
    11. If an item of equipment is failed under the LOLER Regulations (Lifting operations and lifting equipment regulations 1998) test within the specified warranty period and there is a customer dispute then clause 11 procedure applies.
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