Please get in touch with our customer service team immediately with the following information:
- Your order number (ex. 10204487 or GE3347082641US)
- Item Name
- A clear photo of the following:
- The damaged area of the product
- Full-length photo of the affected item(s)
- A photo of the NVGTN logo and label
...and don't worry about sending your faulty item back to us. Just hold on to it until our customer support team can look into this matter!
What is Considered a Defect?
A defect refers to any flaw or issue in a product that arises from the manufacturing process, adversely affecting the item's intended function, performance, or durability. These are inherent problems present from the point of purchase and not caused by the customer's use. Examples may include:
- Seams unraveling after a single wash.
- Faulty zippers that malfunction right out of the packaging or during normal use.
- Fabric tears or holes present upon delivery, not resulting from external forces.
- Scrunch rips or runs in fabric potentially caused by weak seam construction.
- Problems with dye in the fabric leading to color bleed or uneven coloring under normal conditions.
- Straps breaking under normal use, indicating a failure in material strength or attachment.
- Considerable sizing discrepancies or differences from a comparable item, suggesting inaccuracies in manufacturing or labeling.
What is Not Considered a Defect?
Anything not considered a defect is categorized as wear and tear, referring to the natural and inevitable deterioration of a product from irregular use or normal use over time. These expected changes do not indicate a manufacturing flaw and are excluded from our warranty policy. Examples may include:
- Pilling of leggings from repeated use and washes, or caused by friction, including engagement with rough or abrasive surfaces.
- Fading colors due to sun exposure or washing.
- Fabric pulls or snags that develop during use and were not reported at the time of delivery.
- Stretching out of elastic bands after extensive wear.
- Discoloration due to exposure to chemicals during the wash, such as fabric softeners, bleach, and/or harsh detergents.
- Rips caused by nails during adjustment or by forceful stretching beyond the item's intended capacity.
Our warranty policy aims to cover defects, ensuring customers receive products that adhere to our quality standards. Issues stemming from wear and tear, misuse, or accidental damage fall outside this policy and are not covered.
Important Notice on Claims for Damaged Items
PLEASE NOTE: ALL CLAIMS FOR ORDERS ARRIVING WITH DAMAGED ITEMS MUST BE MADE WITHIN 90 DAYS OF THE DELIVERY DATE.
To ensure fairness and manage our warranty claims efficiently, we have established a 90-day period from the delivery date within which any reports of damaged or defective items must be submitted. This timeframe allows us to address and resolve any issues promptly while ensuring the integrity of our warranty policies.
It’s Been Over 90 Days
If you discover potential damage after 90 days from your purchase date, please understand that these will be categorized as "wear and tear." Consequently, such items will not be eligible for evaluation under our defect claims process. This distinction helps us differentiate between manufacturing defects and the natural degradation of products over time due to normal use.
We strive to educate our customers on distinguishing between defects and wear and tear, offering care instructions to maximize product lifespan. For cases that are not clear-cut, our customer service team will evaluate the product against our warranty criteria, considering the product's age, usage pattern, and the nature of the issue to determine coverage eligibility.
By precisely defining defects and wear and tear, we maintain fair, sustainable return and warranty policies. This clarity helps uphold customer satisfaction and protect against policy misuse, reinforcing our commitment to quality and customer service.