WARRANTY POLICY:
Fjällräven products have a Limited Lifetime Warranty that covers manufacturing defects. It does not cover every-day wear and tear or damage caused by the customer. Fjällräven warranty is only applicable to the original purchasers who have proof of purchase from an authorized retailer. Only available for customers with a valid shipping address in North America.
WHAT IS COVERED?
We will repair items that have been affected by a manufacturing defect for the lifetime of the product to ensure that the product is in working condition. The lifetime of the product is not necessarily your lifetime – it is determined by a Warranty Specialist based on a reasonable timeframe that your item will maintain its functionality.
If your item is qualified for our Limited Lifetime Warranty and cannot be repaired, a Warranty Specialist will be in touch with you about other options. We do not offer refunds for warranty claims.
Rest assured, we will always try our best to find a reasonable resolve for your request. Ultimately, warranty decisions are left to the discretion of the warranty team.
WHAT IS NOT COVERED?
Our Limited Lifetime Warranty does not cover wear and tear due to the use of the product or damages caused by the user. At this time, we do not perform non-warranty related repairs.
We like to think of it like a brand-new pair of shoes, scuffs can happen on the first day of wearing them and you know that they are not caused by design flaws. That is simply from using the item as intended. For damages that are not covered, we recommend taking the item to a tailor of your choice to review options. Alterations and repairs performed at a location other than our Fjällräven Tailor Shop will void your warranty as we cannot control the quality of that alteration or repair.
WHAT IS REQUIRED TO FILE A CLAIM?
- Your current shipping address
- Proof purchase (receipt, invoice, or bank statement) that shows authorized seller, item purchased, price paid, and date
- Photos of the area experiencing issues in JPG format only
Why do we require proof of purchase? Our Limited Lifetime Warranty extends only to products purchased from authorized sellers that are subject to and comply with Fjällräven’s quality controls. We understand that it may be difficult to keep a receipt for several years of owning a product. What we recommend is when you purchase Fjällräven item(s) that you take a photo of the receipt or save the invoice in a safe place to access when needed.
EXAMPLES OF COMMON ISSUES THAT ARE NOT COVERED:
-Rips, tears, cuts, holes
-Stains, fading, discoloration, color bleeding
-Fabric pilling or fabric abrasion
-Melted zippers or fabric
-Shrinkage
-Improper care due to waxing
-Excessive sun exposure
-Faux Fur Trims (Not sold as a standalone product and we do not offer replacements)
WHAT IS THE TIMELINE FOR A WARRANTY CLAIM?
Once you submit your claim it will be reviewed by the Customer Service Team to confirm that all required information is provided. We will be in contact if you are missing information. To avoid delays, please include all information in your initial claim.
Once your claim is submitted, pending approval, the process can take up to 5 weeks.
In order to adhere to government regulations all items are required to be cleaned prior to being mailed in or dropped off at a brand center for repair. Unwashed items will be returned to you to wash before we perform any repair.
WHAT IS THE PROCESS FOR REPAIR?
Once you submit your claim with the required information it will be sent to the Warranty Department to review. If the item(s) cannot be repaired, they will be in touch with other options.
If your item is approved for repair, you are responsible for the cost of shipping the item to one of brand centers. We will provide the address to the send the item with instructions. Once the repair is complete, we will pay to send the item back to you. Please note we may not be able to match all thread/spare part colors exactly.
DO YOU OFFER SPARE PARTS?
We do. Spare part requests are handled in the same way as a standard warranty claim. We will need the same required information to review. If the claim is approved and the part is available, we will mail it to you. Please note, that we do not ship company-branded spare parts. They can be sent to a repair brand center to be added and mailed back to you.
We do not sell or provide spare parts/materials for customizations.