Guarantee


TOG24 GUARANTEE

We guarantee our products for up to 12 months from the date of purchase against faulty materials or workmanship.

We will aim to repair your garment or offer a replacement if a manufacturing fault is found within 12 months of the date of purchase. If we are unable to repair or replace your garment a refund will be issued.

We require you to keep your receipt or email confirmation safe as this proof of purchase will be needed in the unlikely event that you need to contact us to make a claim under the guarantee.

This guarantee does not cover any claims for consequential loss or damage.

This guarantee does not affect your statutory rights as a consumer.


What is not accepted as a return

For fairness and consistency we will not accept returns, or exchange items, either in or out of guarantee that are damaged through:

  • Normal wear and tear.
  • Abnormal storage or use conditions.
  • Deliberate damage
  • Burns to garments.
  • Rips/cuts in fabric.
  • Accidental damage.
  • Damage through improper use/care, a lack of reasonable care, abuse, neglect or negligence.
  • Because you have failed to follow any written or oral instructions on the use, storage, installation, or maintenance of the Goods.
  • Your continued use of an item after you have told us of a defect.
  • Alterations to the goods which you have made.
  • Clothing that has not been laundered as per the care instructions
  • Repairs carried out by persons other than TOG24.

Lifetime guarantee products

Our All Terrain products came with a guarantee against manufacturing faults for the usable life-span of the item. Several factors will affect the life span of your garment including frequency of use and how the garments are used and cared for. Should your item fail due to a manufacturing defect then we will repair or replace the item at our discretion. The only thing that we require is your proof of purchase (this could be a receipt, bank statement, or order confirmation clearly showing the retailer, date and value) as our lifetime guarantee only covers the original purchaser of the item.

 

HOW TO MAKE A  GUARANTEE CLAIM

If a fault has occurred on an item which was purchased online at tog24.com or in a TOG24 store then please contact our Faulty Goods Department at customerservice@TOG24.com with:

· Images or a video of the fault.

· Images of the care label and product number (a 6-digit number found on the care label on the inside left of the garment or inside pocket).

· A brief description of the fault you have found.

· Proof of purchase (receipt, bank statement, online order number, e-receipt).

For faults on any goods purchased through Next, JDWilliams or Surfanic please contact their customer service team directly to claim.

Once your email has been received and the fault has been confirmed we will ask you to send the garment back to us free of charge. Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls under the 12-month guarantee, then the item will be repaired or replaced free of charge.

It is essential for both hygiene and for the ability of our staff to carry out a full inspection that faulty items are returned to us in a clean, dry and presentable fashion. We appreciate that due to the nature of the usage of our products, soiling may occur. However, we would ask you to consider that these products must be handled by our staff in order to carry out inspections and any subsequent repairs.

We reserve the right to refuse an inspection if the products are returned in a state unfit for handling. We trust you agree that this is a reasonable request.

 

OUT OF WARRANTY & REPAIRS SERVICE

Sometimes even the trustiest jacket or toughest fleece can buckle under pressure and need a little TLC to restore it to its former glory. That’s why we’ve appointed a dedicated team of experts ready to repair your garment. Whether it’s a small tear in a down jacket that needs patching, a broken zip slider that needs replacing, or simply a good wash that is needed, please contact our customer service team for details and prices.