HONESTY | INTEGRITY | LOYALTY
The ThruDark Limited Warranty Policy (TLWP)
Sustainability begins with clothing that lasts and we believe that your ThruDark product should be by your side for a long time, if looked after correctly.
In the event that a ThruDark outerwear product fails due to a manufacturing defect, it may be replaced or repaired at ThruDark’s discretion through our ThruDark Limited Warranty Policy (TLWP). Please note that replacements are made subject to stock availability and we reserve the right to offer a full refund in lieu of any faulty items under warranty.
Please note that the TLWP does not cover damage caused by:
Examples of this may include but are not limited to rips, wears and tears caused by factors outside the intended or reasonable use of the garment such as excessive user force, animal attacks or simple user errors.
Negligence and/or improper care
Examples of this may include but are not limited to fastening zips, velcro or pull cords incorrectly; wearing the garment in the wrong conditions (such as a down jacket in a downpour) or failing to reproof garments accordingly over time.
Examples of this may include but are not limited to washing with the incorrect detergent or machine drying on a high heat (see our Garment care section for further).
Normal wear and tear
Our garments are built to endure, but nothing endures indefinitely. Once worn, washed and reworn garments will likely not look, feel or smell the same as they do when first purchased. Please bear this in mind when considering whether to make an application under the TLWP.
All ThruDark garments (excluding apparel) are warranted for the the usual and customary wearable life of the product.
The TLWP is garment specific and does not warrant for your lifetime or an indefinite period of time. All garments have their life expectancy and please bear this in mind when making applications for replacement or repair under the TLWP.
Products damaged through wear and tear, misuse, or neglect may be repaired at a nominal charge. Please read carefully through our garment care page before sending your warranty enquiry, as most garments will need to be maintained regularly to ensure that they perform at an optimum level. Merchandise such as t-shirts and socks are considered to be fair wear items and are not covered under the TLWP.
How to make a claim under the TLWP
Please send your warranty claim to support@ThruDark.com with the following:
The order number for the original purchase of the product;
Pictures of the garment and the damage/material failure;
As much information as possible as to how the damage was caused (Think When? - Where? - How?); and
Confirmation of how the garment has been treated when washing and drying.
If your product has been purchased through a 3rd party this will not be covered under the TLWP.
After hearing back from our customer support team, please return the goods at your earliest convenience to ThruDark HQ using our pre-paid returns procedure.
Please ensure that all garments are washed prior to their return. Any garments that are not washed prior to return will need to be washed by our repairs team and this will lead to delays in repairing your garment and may incur an additional nominal fee.
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.
You email support@ThruDark.com with details of your issue;
Our support team will respond with garment care advice and/or the solution for repairing your garment - if a nominal charge is required for repair this will be specified to you at this stage.
If your garment is accepted for repair, you will return this to us using our pre-paid returns process with Yodel CollectPlus.
Once your garment is received back at HQ it will be sent for repair with our repairs team. Repairs can take up to 6-8 weeks or less depending on the nature of the damage.
Once your garment is repaired, you will receive an email from our support team to confirm payment and/or return address details.
We will return your repaired item to you free of charge.
For all queries regarding warranty and repairs, please contact support@ThruDark.com.