What's our warranty?
Macpac gear is tested in New Zealand's rugged outdoors and designed to last the distance. We trust our gear completely, so all Macpac products are fully warranted against defects in materials and workmanship.
We are committed to complying with all our obligations under consumer laws. If a product fails due to a major manufacturing fault or material defect, you can ask for a replacement or refund. Or we will repair it free of charge. For a minor fault or defect, we may repair it free of charge, or if it is not practical to repair it, we will replace it or offer a refund at our discretion.
Some products in our range are stocked from outside suppliers and are therefore not Macpac branded. Despite this we will always work with you in assessing your returned product. We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment (if they are not manufactured by Macpac). For some product assessments you may have the option to liase directly with the manufacturer, or their repair agent.
If your favourite Macpac item accidentally gets damaged during one of your adventures, you can still contact us. We are happy to have a look at it and, if at all possible, our Repairs team will fix it for a reasonable fee. We believe that sustainability begins with quality gear that lasts - there's nothing we like more than to help you get out there again with your existing gear, and to help you to keep it going for years to come.
What's not covered?
Normal wear and tear, the natural breakdown beyond the reasonable life of the materials and components, modifications or alterations, damage caused by improper use, improper maintenance, improper storage, negligence, accident, or damage as a result of use of the product for which it was not designed.
Macpac is not liable for direct, indirect, incidental or other types of damages arising out of, or resulting from the use of this product.
To assess your warranty claim we need to see the actual product and it needs to be clean before you bring it in.
This warranty policy supersedes all previous warranty policies. It does not limit your protection under relevant consumer protection legislation.
FAQ
- You used to have a lifetime warranty, why has it changed?
- Why don't you simply give a finite time for your warranty?
- You say you cover manufacturing faults or material defects for as long as the product, materials or components can be expected to last. How long is that exactly?
- Why do you have to see the product in person to be able to assess it?
- Why do you want me to clean my gear before bringing it in for assessment?
- How come my pack still looks stunning but the back guides connecting the shoulder straps to the back have perished? Surely this is covered under warranty?
- I've got waterproof zips on my jacket/pack, but water is still coming through. Is this covered under warranty?
- My waterproof/breathable jacket is delaminating. Will you have to see the garment to know this is a warranty?
In-field Repairs
- The zip slider doesn't close my zip anymore.
- I've got a zip with broken teeth.
- The shoulder straps of my pack have ripped off.
- There's a small hole in my pack, tent, sleeping bag, jacket, etc.
- There's a large tear in my pack, tent, sleeping bag, jacket, etc.
- One of the buckles on my pack has broken.
Q:You used to have a lifetime warranty, why has it changed?
A: Nothing has changed, except for the wording in order to clarify our warranty. When we used the word ‘lifetime' it sometimes led to confusion, because to some it implied warranty coverage for as long as you live. However, the term ‘lifetime' always referred to the practical life of the product as it's simply impossible to make kit that will last for 70+ years, without at least some bits failing. Trust us, we've tried! So to avoid confusion, we've taken out the term ‘lifetime'. But we'll still cover all manufacturing faults or material defects for as long as the product, materials or components can be expected to last. Ultimately nothing has changed in the way we assess and handle warranties.
Q: Why don't you simply give a finite time for your warranty?
A: Our goal is to give everybody the best possible warranty coverage, whether you use your pack for one day a year, or every day. We choose not to put a time limit on our warranties to ensure they are fair, reasonable, and do not discriminate based on the level of use.
Q: You say you cover manufacturing faults or material defects for as long as the product, materials or components can be expected to last. How long is that exactly?
A: This depends on the product, material or component in question. Some will last five years, others 15 years. It also depends on how the product has been treated during its life; that's why we always ask to inspect the product. Age is only one aspect of the warranty assessment. If a product is not looked after well, it'll dramatically shorten its life and therefore its warranty.
Q: Why do you have to see the product in person to be able to assess it?
A: Our Repairs team are experts in assessing damage and faults. On the rare occasion that an issue should arise with your Macpac product, they are the people best equipped to make a recommendation on how to address it and resolve it quickly. While our store managers can make an assessment on simple problems, we prefer to have our Repairs department review all claims so that each is treated fairly and consistently. We apologise for any inconvenience this may cause with you being without the gear for a period of time while it is assessed, but it helps us to ensure that you receive the best possible treatment and end result.
Q: Why do you want me to clean my gear before bringing it in for assessment?
A: Our Repairs team are experts in their field and pride themselves on the quality of their work. We ask you to clean your gear prior to sending it to us both for their health and safety, and also to ensure that your garment's repair is of the highest quality. In order for us to be able to best assess a fault or repair, all dirt needs to be removed from the garment or equipment to enable it to be properly inspected. Many repairs will need to be sewed, and this can only be done on a clean surface, in order to avoid compromising the effectiveness of the repair. Gear sent for repair that has not been cleaned will be returned to you for washing, prior to the repair taking place.
Q: How come my pack still looks stunning but the back guides connecting the shoulder straps to the back have perished? Surely this is covered under warranty?
A: Virtually all materials used in outdoor equipment slowly perish with age, use and environmental conditions. The question for the warranty assessment is if the rate and type of deterioration and the nature of the failure is consistent with what can be expected for the material or component in question. Elastomers, as used in the back guides can be prone to hydrolysis, a process of chemical moisture degradation. Eventually this can cause the elastomer to break down to the extent that it no longer performs. The expected lifespan of the elastomers used in older back guides is approximately 8-10 years, though this can be affected by climate to a certain extent. Many products in fact last much longer than this with no detrimental effects. Where we see this degradation in products older than 10 years we don't consider it a fault because the material has performed in a manner consistent with the known characteristics of the material.
We're obviously still happy to replace the shoulder straps for a minimal fee. If the rest of your pack is still in good condition this is a great way to give it a second life. Shoulder straps are stocked in most of our stores, or can be ordered in to ensure you receive the correct ones for your specific pack.
Q: I've got waterproof zips on my jacket/pack, but water is still coming through. Is this covered under warranty?
A: Our PU-coated zips are water-resistant as opposed to fully waterproof. Water-resistant zips keep out most of the rain while remaining easy to operate, however if exposed to prolonged rain, moisture will come through. Fully waterproof zips are seam sealed to ensure they lock out all moisture. When you are purchasing a waterproof garment or piece of equipment, look to see whether the zips are water-resistant or waterproof – our staff and customer services teams can advise you on this and help you to make the best selection for your needs.
Q: My waterproof/breathable jacket is delaminating. Will you have to see the garment to know this is a warranty issue?
A: Yes, absolutely. Delamination of our waterproof/breathable fabrics is only covered under warranty if it's the result of a material fault. During our assessment we will look at the age of the garment but also at how well it has been looked after. Dirt, grime, body oils, hair products, etc. are detrimental to the life of a waterproof membrane. That's why delamination is often seen in areas such as the wrist, neck and hood - areas where the fabric is exposed to bare skin and hair. The best way to look after your jacket is to wash it often using an approved technical wash (see our Cleaning and Care products here), keeping it as clean as possible.
If you have any warranty questions please visit your local store or phone our customer service line.
In-field Repairs
Q: The zip slider doesn't close my zip anymore.
A: One of the most common issues one can run into is a zip slider that doesn't work properly. When the zip keeps splitting after trying to close it, it's time to have a look at the zip slider. Often a quick fix will solve the problem in no time.
Use a pair of pliers to gently squeeze the opening in the slider together (where the teeth go through) and see if the zip will close correctly now. Be careful not to squeeze too hard as this will prevent the slider from moving altogether and can damage the zip. Gently apply force to both sides evenly. Try a little first and put a bit more on if the teeth still don't come together.
This should keep the zip going for a bit. If the slider fails again, contact your local Macpac store to see if you can get it replaced.
Q: I've got a zip with broken teeth.
A: If the teeth of a zip are broken, the zip will need to be replaced. If a zip breaks while you're out on an adventure, check if the slider is still able to close it. If this is the case, try and cut back on the use of the zip and get it repaired as soon as possible when you're back home. If multiple teeth are broken, preventing the slider from working altogether, you will have to take more drastic measures. Close the zip as far as possible, stopping just before the broken teeth. Then, use a needle and thread to join the zip together just above where the slider finished. Note the thread should go through as close to the zip teeth as possible to avoid potential damage to the fabric next to the zip. Repeat this every 2-3cm depending on the location of the zip and its use.
Q: The shoulder straps of my pack have ripped off.
A: The adjustable shoulder straps of Macpac's harness systems are fitted with polyurethane back-guides to allow the straps to slide over the frame stays. Over time, these back-guides will deteriorate and can break under stress. If this happens in the field, cable ties are the best option to connect the shoulder straps to the frame, one near the top of the strap and one near the base. Failing that, duct tape also works by wrapping it around both the shoulder strap and the frame bar. Upon your return, take your pack to your local Macpac store to get the back-guides or the complete shoulder straps replaced.
Q: There's a small hole in my pack, tent, sleeping bag, jacket, etc.
A: If there's a small tear or hole in the fabric,try and limit the damage to one panel or section of the product. Ideally, don't make any more holes by stitching a large patch over a relatively small hole, especially not over multiple panels. Duct tape is a better option; it'll keep you going for a while and we can remove it easily when you bring the gear in for a professional repair.
Q: There's a large tear in my pack, tent, sleeping bag, jacket, etc.
A: If the tear in the fabric is quite large, try to limit the damage to one panel or section of the product. See if you can hold the fabric together with duct tape, but if the tear is too big, use a needle and thread to stitch it up. Make sure you bring your gear in for a professional repair as soon as you have the chance.
Q: One of the buckles on my pack has broken.
A: If the broken buckle is in a crucial place, check if you can take one from elsewhere on your pack (or someone else's for that matter) that might not be so critical (side compression straps for example). If you can't find another suitable buckle you can try to use cable ties as a temporary solution or, if there's enough webbing to work with, simply tie a knot. Make sure you bring your gear in for a professional repair as soon as you have the chance – our stores carry a range of replacement buckles or our Repairs department can fit a new one for you should you require.
Product repairs contacts
New Zealand
Macpac Head Office
4 Mary Muller Drive
Hillsborough 8022
Christchurch, New Zealand
Phone: 0800 622 722 - (+64) 3 964 9693
Email: customercare@macpac.co.nz
*Please note we can only accept bank transfers as a form of payment for non-warranty repairs
Australia
Remote Equipment Repairs
Unit 6, 2 Kilmarnock Court
Hoppers Crossing, Victoria 3029
Phone 03 8360 7113
Fax: 03 8360 7114
Email: info@remoterepairs.com.au
United Kingdom
Scottish Mountain Gear Limited
Phone: 0131 564 1000
Fax: 0131 665 1919
Email: enquiries@scottishmountaingear.com
The Repair Centre
3 Broughton Park
Newhailes Industrial Estate
Newhailes Road
Musselburgh
East Lothian
EH21 6SY
Scotland
www.scottishmountaingear.com
Japan
Goldwin Inc
Seihou Building 6F
3-5-6 Kita Aoyama
Minato
Tokyo 107-0061 Japan
Phone: (+81) 3 3481 7221
Fax: (+81) 3 3481 7228
