Marmot Warranty & Repairs
For all Marmot warranty enquiries, please refer to the place of original purchase to begin your claim. If you purchased from a Marmot Retailer, they are your first point of contact for all warranty requests or product concerns.
Limited Lifetime Warranty
All Marmot products are warranted against defects in materials and construction for the practical lifetime of the product. Our warranty applies to the original owner of the product (receipt may be required) and does not apply to normal wear and tear, improper care, misuse, accident, neglect or the natural breakdown of materials over time. Marmot will evaluate warranty claims and determine at its discretion to repair, replace or refund. Damaged items not covered under warranty may be repaired at a reasonable cost.
WHAT IS THE Marmot® WARRANTY POLICY?
What Is Covered
Common manufacturer defects that are covered include:
- Stitching around zippers or sticky zippers-that show no crushed or broken Zip stoppers or broken teeth.
- Velcro delimitation issues
- Elastic hem cord issues/broken toggles
- Broken stitching
What Is Not Covered
- Normal wear & tear (as outlined below)
- Modifications
- Negligence/Damage
- Use for a purpose other than for which it was designed
- UV damage
- Broken tent poles
- Tent fly coating over time
Warranty and Repair FAQs.
What is considered normal wear and tear?
We know you love your Marmot apparel and equipment, but regardless of how carefully you use and care for your gear it may eventually begin to experience natural breakdown of materials and show wear over time. Fabric wearing thin, showing abrasions, stains, discolouration, rips or tears, loss of DWR (Durable Water Resistance) and laminates losing their ability to keep out moisture can be considered wear and tear.
Where do I send my gear back for repair and who covers shipping?
Before sending your gear to our Warranty team, you must submit a claim for warranty or repair (see below policy). If we require you to return the item, you will be responsible to cover shipping on the way in, and we will cover the return shipping on warranties only. All repairs are covered by the user including returned freight if that repair fails to fall under warranty cover.
What if I know my item isn’t covered under Warranty and I want a repair?
Should you have an issue not covered under warranty, please see our recommended repairers at the base of this page.
When will I get my Gear Back?
We process all items upon receipt to ensure the fastest turnaround possible. Our typical turnaround time is 2-4 weeks from the time we receive your product. And may differ depending on state of placement or repair until its returned to you. In rare cases, it may take longer.
How do I wash my garment before sending it in?
Laundering instructions are on the inside left hip of each garment, on the black tag. Those tags will specify the instructions for your particular garment.
I purchased my product used – is it still covered under Warranty?
If a product is purchased second hand it no longer holds the original Warranty.
Where can I purchase replacement tent parts?
You can purchase tent parts from any outdoor tent specialist.
Warranty and Repair Return Policy.
If you have a warranty request or concern it should be returned to where you purchased your goods where they will process on your behalf.
If purchased on marmotnz.co.nz or marmotau.com please follow the below instruction.
- Complete our online Warranty Form outlining the issue.
- Once a course of action is decided, We will contact you with an RA number (Return Authorisation Number) with the warranty or repair outlined including shipping instructions and a return address.
- All products must be returned washed, cleaned and dirt free before we process with the request.
- Once you receive an acknowledgement from us, please proceed with returning the item.
- You are responsible for the return freight to Marmot NZ.
- We recommend sending via trackable freight service as we do not take responsibility for the returned items
- Please ensure your full name, postal address, email address, and phone number(s) and PLEASE INCLUDE the RA number (affixed to the outside of returned package). This will help speed up the return process.
Replacements and exchanges are subject to availability as we frequently sell out of styles, sizes and colours. If we cannot provide the item you require and your request is covered by the points above, we will discuss possible substitutions with you.
Recommended Repairers:
Australia
Remote Equipment Repairs
remoterepairs.com.au
Twin Needle
twinneedle.co.nz
