Damaged or Defective ItemUpdated an hour ago

Within the first 30 days, and the item is unused — use the Returns process

If your item arrives faulty from the warehouse, damaged in transit, or damaged by our handling, this is handled as a return, not a warranty claim. Since it's our mistake, there's no cost at all.

• Start here: https://returns.byrever.com/tropicfeel-de
• You get the same options as a standard return — a replacement, an exchange, or a refund — free of charge.

If you've used the item, or more than 30 days have passed — use the Warranty process

Once you've worn or used the item, or the 30-day return window has closed, a manufacturing defect is handled as a warranty claim.

Important: warranty covers manufacturing defects only. Once an item has been used, it can no longer be returned or exchanged unless there is a fault with the product itself.

• Start here: https://returns.byrever.com/tropicfeelgarantia
• Does your order number begin with #US? Use the US warranty portal instead: https://returns.itsrever.com/tropicfeel-usgarantia

Are you a Kickstarter/Indiegogo backer with a Shell or Nest backpack? You have a separate lifetime warranty with its own process — see Warranty — Kickstarter & Indiegogo Backers (Shell and Nest).

Warranty duration

• Backpacks purchased from August 2024 onward: lifetime warranty.
• All other products (including backpacks purchased before August 2024): 3 years

What the warranty covers

• Manufacturing defects and faults in materials or workmanship.

What it doesn't cover

• Normal wear and tear, misuse, or accidental damage.

Number of claims

• One claim per product. If we replace your product and the replacement also has an issue, that replacement counts as a new product — you can open a new claim on it.

How we compensate you

• Approved claims are resolved with a Tropicfeel gift card for the value of the item at its purchase price.

How to file a claim

• Go to https://returns.byrever.com/tropicfeelgarantia — or, if your order number begins with #US, https://returns.itsrever.com/tropicfeel-usgarantia
• Enter your order number and email.
• Add a description and photos of the defect:
• 1- For clothing / accessories:
  • Photos of the full item.
  • Photos of the issue you are claiming.
  • Any product label or identifying detail requested in the portal.
• 2- For shoes:
  • Photos of the full pair.
  • Photos of the soles and inside label of each shoe.
  • Any product label or identifying detail requested in the portal.

Please ensure all photos are clear — it helps us process your request faster.

We review your claim within 14 business days.

If you have any further queries, contact our support team for more information by filling out the Contact Support Form.