What is the Warranty Policy?
Odd Natives products are made with the highest quality materials and craftsmanship, and we stand behind each one. Every Odd Natives product purchased from our website or Authorized Retailer is fully warranted against defects in materials and workmanship for the lifetime of the product – which means the usual and customary wearable life of the product, by the original owner. If a product fails due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. If the exact style is not available for replacement, a product of equal value and similar style will be provided.
This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. Please note, this warranty is void if the inside garment tags are removed. For any damage not covered under the Warranty, Odd Natives may offer to repair the damage for a reasonable charge. If such an offer is made, we will discuss this with the consumer, prior to any repairs being made.
Note: In accordance with our Health & Safety Practices, in order for us to service your claim your item must be freshly cleaned. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first.
For inquiries regarding our warranty, please visit our website at www.oddnatives.com or email us at email@example.com
How do I submit a Warranty/Service claim?
Please login or create an account on our website. Click on the Warranty & Repairs icon and you’ll be given details for next steps, which you can track directly.
What does “Lifetime of the Product” mean?
Our products are fully warranted, to the original owner, for the practical lifetime of the product. This does not mean your lifetime.
What is “normal wear and tear”?
We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your Odd Natives product, nothing lasts forever. Gear used every day in the harshest conditions will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age and wear such as faded fabric or frayed cuffs, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced.
What isn’t covered under warranty?
We recognize that accidents can and do happen. Although not covered under warranty, tears, rips or other damage to your Odd Natives product can be serviced through our repairs department for a reasonable cost. Improper care or negligence, such as storing your product while wet, keeping it sealed in an airless environment, or not following the care instructions on the contents label inside your garment will result in damages that are not covered under warranty. We will always do our best to repair them to working condition, however if we are unable to, we will notify you and discuss options.
Do I need to clean my jacket before sending it in?
Yes. For us to service your claim, your item must be cleaned before it arrives for the protection of our staff and in accordance with Health & Safety Standards. Any product that arrives unclean will be subject to a cleaning fee of $25 - $75 (depending on care instructions) before inspections can be made, which will also delay the processing of your claim.
To learn how to properly clean your product, please visit the Product Care page.
Will tailoring or altering my Odd Natives product void the warranty?
We understand you may wish to alter or modify your Odd Natives item to suit your body or needs. Should you choose to tailor your Odd Natives item, we will continue to provide warranty service to any un-altered areas of your item. We do recommend using the service of a tailor that is familiar with outerwear products, and someone that you feel comfortable with, however Odd Natives does not have a recommended facility at this time.
Please note that you should never remove the tags from inside the garment as it will certainly void the warranty. Valuable information is located on these tags, which are needed to process your claim.
Do you provide alterations?
Unfortunately we do not have the capacity to perform custom alterations or modifications at this time.
Will Odd Natives repair or replace my product?
If a Odd Natives product fails due to a manufacturing defect, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead.
I’ve got a question about my claim, who can I contact?
We will provide updates as we process your claim, but feel free to reach out to one of our Customer Experience Specialists by emailing firstname.lastname@example.org
How long will it take to get my product back?
Our typical turn-around time is 30 business days from the time we receive your product to the time we ship it back to you. Please keep in mind that fall/winter is our busiest season for warranty and repair service. We promise to keep you updated with more accurate estimates throughout the process.
How much will it cost to get repairs done?
For any repairs covered by our Warranty Policy there is no charge to you. Non-warranty repair costs will vary, depending on the materials and length of time required. Once we have received and assessed your product, we will contact you regarding repair options and costs (if applicable).
Who handles shipping costs?
Customers are responsible for the cost of shipping items to Odd Natives, and Odd Natives will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.