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Claims & Repairs

Sustainaility is at the core of our values and part of this journey is to design garments to last as long as possible. To further prolong the life of the garment we are more than happy to repair the garments such that they can be enjoyed for several more years.

If the damage has been caused by manufacturing error we cover the cost of the repair for up to three years after the garment has been bought. If the damaged is caused during use, e.g. if you put your crampons in your new Gore-tex pants, we are happy to assist but will not cover the cost of the repair.

We strive to repair the items with original parts and fabrics as long as we have it in stock. Otherwise we will use the closest match possible.

Repair time
We strive to repair the garments as fast as possible. During the warmer months of the year we have a turnaround time of 10-15 working days and during winter time 15-25 days. As such, if the repair is not urgent it is easier to wait until summer.
 
Did your item come with a manufacturing defect?

Items are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 12 month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Faulty items will be exchanged to the same type of product in the same size, subject to availability. If the product is not in stock you will get your money back.

Where register your claim/repair?

Our webshop:
Please send the repair request to info@elevenate.com with details of the damage and an image of the care label, see example images below. The importat part is the number highlighted in yellow which specifies which garment it is.

One of our retailers:
If you bought the garment in a store, please contact that store for help with the repair.




Gore-tex guaranteed to keep you dry

If you have a Gore-tex garment that does not completely protect you againt the elements and you wish to make a claim you will need to do this directly to Gore-tex.