We guarantee our products for at least one year against faulty materials or workmanship. We require you to keep your receipt 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.
We will either repair or replace any garment with a manufacturing fault within the first 12 month of purchase.
If we are unable to repair or replace your garment and it was bought less than six months ago, we will issue you a full refund.
If your garment is over six months old and we are unable to repair or replace your garment your account will be credited with the amount that you originally paid for items purchased through our website.
If you fall outside our standard returns policy, we believe the best way to find a resolution to your manufacturing fault that works for both of us is on a case by case basis. We will always take your personal circumstances into consideration.
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 covered by the 12 month guarantee?
Our guarantee covers your products against any manufacturing defects that may arise up to 12 months from the date of purchase.
What is not accepted as a return
To make sure we handle every case the same and with fairness, we will not accept returns, or exchange items either in or out of guarantee that are damaged through:
- Normal wear and tear
- Burns to garments
- Rips/cuts in fabric
- Accidental damage
- Damage through improper use/care, abuse or neglect
- Clothing that has not been laundered as per the care instructions
- Repairs carried out by persons other than TOG24.
Upon receipt of a faulty item, an inspection takes place. If we agree that the fault falls under the 12 month guarantee against manufacturing faults, then the item will be replaced or repaired free of charge. We will need proof of purchase to proceed with any claim. This can be a receipt, credit card statement or online order reference.
You may return products that are new, unworn, and unused within 60 days of delivery to receive a full refund of the cost of the goods. All Items must be returned in a resalable condition, undamaged, in their original packaging, unworn and with all descriptive swing-tickets still attached. We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense. This does not affect your statutory rights.
When you receive products you have ordered, we understand that you will want to try them on to ensure the fit and feel of the item is right for you. Many of our products are worn next to the skin, so please bear this in mind when trying them on, as this may affect our ability to offer you a refund should you decide to return the item, and we subsequently find the item is not in a fully re-saleable condition.
You may also return goods found to be faulty under the terms of the 12 month Guarantee. It is essential for both hygiene and for the ability of our staff 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 will 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.
Lifetime guarantee products
Our All Terrain products came with a lifetime guarantee. Our lifetime guarantee was a promise that we made to you. Should your item ever 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 warranty only covers the original purchaser of the item.
What is meant by lifetime guarantee?
We will repair or replace any garment with this particular guarantee against manufacture faults for the usable life of the garment. A number of factors will affect the life span of your garment including frequency of use and how the garments are used and cared for.
Outside of our guarantee period
Here at TOG24, we like to let our products do the talking for us and take great pride in creating them to the highest standards possible. That’s why we’re confident in guaranteeing at least one year against faulty materials or workmanship.
However, although built to tolerate a good deal of rough and tumble, 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 with sewing machines at the ready to reinstate your TOG24 garment’s aforementioned distinction.
Whether it’s a small tear that needs mending, a broken zip that needs replacing or simply a good wash that is needed, give a member of our friendly customer care team a call on 01924 409311 where they will be able to recommend the best service for your garment.
If your product falls outside of the guarantee period and the fault is repairable, we offer a chargeable repair service. For prices and the repair form please contact firstname.lastname@example.org . We offer a variety of repairs including badges and patches, stitching and seam repairs, and press stud and zip slider replacements. We will always aim to achieve the most functional and aesthetically pleasing repair.