Warranty Policy - La Roca VillageUpdated 3 months ago

Purchases made from 2022 have a 3-year warranty from the date of purchase which covers defects in materials, manufacturing, and components.

For Tropicfeel to accept that in fact there is a quality defect, you must prove that:
(i) the product does not match the product description,
(ii) it has different characteristics than the model advertised or shown to the customer,
(iii) not fit for purpose,
(iv) not showing normal quality and performance for products of the same type, and
(v) not manufactured properly.

This warranty does not cover any of the following situations:
a) Defects and damage due to loss, theft, fire, water, or natural disasters.
b) Malfunction or damage caused by unsuitable use or carelessness (knocks, crushing, denting, breaking of the glass, etc.) or accidents.
c) Defects and damage due to normal wear and tear ((e.g. holes after 6 months).
d) Consumable material (components that are expected to require periodic changes during the product's life).We do not offer more than 1 claim per product.

Warranty Coverage
We concentrate on manufacturing-related defects to ensure superior product quality.Our warranty policy does not cover normal wear and tear, accidental damage, malfunction or damage caused by unsuitable use or carelessness, consumable material, and defects due to loss, fire, water or natural disasters, cosmetic blemishes, scratches, stains, or wear & tear. Failures or breakages due to misuse (such as transportation of unusual items), neglect, intentional damage, extreme temperatures, acids, water, UV degradation, improper care, etc,
There are a few factors that determine the end of “product life”, including the following:
(1) Fabric—if the fabric is discolored, degraded, de-laminated or deteriorated, we may determine this to be end of “product life”’;
(2) If a major component fails due to extended use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle.

What does a material, component, and workmanship defect mean?
Materials and components refer to buckles, fidlocks and fabrics, etc. Workmanship refers to seams and construction.

How will they cover it?
For all our products you will receive a new product. With the backpacks, we will either repair or replace the product with gear in the same or better condition. Customers may receive a pre-owned replacement that has been inspected and cleared to be fully functional.

Claims Process
How to Submit a Warranty Claim:

• If you purchased the item at La Roca Village outlet and believe that it has elaborated a defect after usage, please, reach out to our Customer Support Team ([email protected])

• Documentation needed when filling out the claims form:

- Proof of purchase (order number and email. You will be able to get your order number from your confirmation email or access your Tropicfeel account online and check your order history)
- Pictures of the product presenting the quality issue(s)
- Picture of the product label that’s attached to the item (with the barcode visible)
Tropicfeel reserves the right to reject the warranty claim if the above requested information is incomplete or illegible.
If the defective product meets our warranty criteria within the warranty period, Tropicfeel undertakes to compensate the value of the item. You will be advised on how to return item.