Warranty Policy - Tropicfeel Physical Retail StoreUpdated 16 days ago

Warranty Policy - Tropicfeel Physical Retail Store

If you purchased in one of our official retail stores, you can process your claim in any other of the official Tropicfeel retail stores in the same country. 

Tropicfeel Store Contact Details

Or you can process your claim online via our claims portal here. 

How to Submit a Warranty Claim:

• Fill out our claim form here and our Warranty Claim Team will reach out to you within 4 business days.
  We might contact you for additional information or clarification.
  • 
    If you need further support or cannot fill out the claims form, contact our support team for more information by filling out the customer support form and our Customer Service Team will get back to you ASAP. 
    
    
• 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 and is returned within the warranty period, Tropicfeel undertakes to repair or replace. 

• Response and Resolution

You'll receive an email notification once we've reviewed your claim.

If your claim is approved, we'll inform you about the next steps, whether it's replacement, code, or other an alternative solution.

 Returning Products:

In some cases, we may ask you to return the item or keep the item. 

• Shoes: In the case that your warranty claim is approved by our team, we will provide you with the next steps in the return portal. 
  
  
• Backpacks (excluding Cruiser): If you wish to file a warranty claim for one of our backpacks, we ask that you send back the faulty item(s), (including the wardrobe) to us at our own cost. Failure to return damaged items may result in your warranty claim being declined. 
  
  
• Apparel & Accessories
  In the case that your warranty claim is approved by our team, we will provide you with the next steps in the return portal. 

We kindly ask you to wait for confirmation from our Quality Team after you filled out the form before proceeding with the shipping of any items as detailed return instructions are provided upon warranty approval.

Warranty Terms & Conditions 

Warranty Overview

The products eligible for the warranty are covered to the original owner for 3 years since the date of purchase from 2022.

Any purchases made before 2022, have a 3 year warranty. 

The legal guarantee covers defects that are presumed to exist at the time of delivery and that manifest themselves within a period of two years. However, any breakdown that occurs within 6 months will be presumed to exist at the time of delivery. Tropicfeel undertakes to repair, or replace the defective product.
After 6 months, Tropicfeel will ask you to prove that the quality defect existed when the product was delivered. 

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.

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. 

What do I need to process a warranty claim at the store?

- Proof of purchase (physical receipt)
- Product presenting the quality issue(s)
- The product cannot be worn at the time of review. 

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 and is returned within the warranty period, Tropicfeel undertakes to repair or replace.