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Warranty & Repairs

Warranty & Repairs

Bushbuck gear is tested in New Zealand's rugged outdoors and designed to last the distance. We trust our gear completely, so all Bushbuck products are fully warranted against defects in materials and workmanship.

We are committed to complying with all our obligations under consumer laws. If a product fails due to a major manufacturing fault or material defect, we may replace or refund. Or we may repair it free of charge. For a minor fault or defect, we may repair it free of charge, or If it is not practical to repair it, we will replace it or offer a refund at our discretion.

We pride ourselves in looking after our customers, so we are happy assess products for manufacturing failures.

To assess your warranty claim please email us clear photos/videos and a description of what has failed to support@bushbuck.co.nz  If accepted we will provide a reference number & advise a return address to send back to for formal assessment. Due to health & safety requirements we will not accept soiled and unwashed items. If a Soiled item is sent to us we will have to send it back.

 

WHAT'S NOT COVERED?


Normal wear and tear, the natural breakdown beyond the reasonable life of the materials and components, modifications or alterations, damage caused by improper use, improper maintenance, improper storage, negligence, accident, or damage as a result of use of the product for which it was not designed.

Bushbuck is not liable for direct, indirect, incidental or other types of damages arising out of, or resulting from the use of this product.

To assess your warranty claim we need to see firstly photos or videos of the fault and if accepted we will need the actual product and it needs to be clean/washed before you send it back.

This warranty policy supersedes all previous warranty policies. It does not limit your protection under relevant consumer protection legislation.


Here's what you need to do, it's simple : )

To assess your warranty claim please email us clear photos/videos and a description of what has failed to support@bushbuck.co.nz  If accepted we will provide a reference number & advise a return address to send back to for formal assessment. Due to health & safety requirements we will not accept soiled and unwashed items. If a Soiled item is sent to us we will have to send it back.

If your item doesn't meet the return criteria or if you have any questions, please contact us at support@bushbuck.co.nz


Commonly asked questions

Q: WHY DO YOU HAVE TO SEE THE PRODUCT IN PERSON TO DO A FORMAL ASSESMENT?
A: Our Christchurch based Repairs team are experts in assessing damage and faults. On the rare occasion that an issue should arise with your Bushbuck product, they are the people best equipped to make a recommendation on how to address it and resolve it quickly. We prefer to have our Repairs department review all claims so that each is treated fairly and consistently. We apologise for any inconvenience this may cause with you being without the gear for a period of time while it is assessed, but it helps us to ensure that you receive the best possible treatment and end result.

Q: I'VE GOT WATERPROOF ZIPS ON MY JACKET/PACK, BUT WATER IS STILL COMING THROUGH. IS THIS COVERED UNDER WARRANTY?
A: Our PU-coated zips are water-resistant as opposed to fully waterproof. Water-resistant zips keep out most of the rain while remaining easy to operate, however if exposed to prolonged rain, moisture will come through. Fully waterproof zips are seam sealed to ensure they lock out all moisture. When you are purchasing a waterproof garment or piece of equipment, look to see whether the zips are water-resistant or waterproof.

Q: MY WATERPROOF/BREATHABLE JACKET IS DELAMINATING. WILL YOU HAVE TO SEE THE GARMENT TO KNOW THIS IS A WARRANTY ISSUE?
A: Yes, absolutely. Delamination of our waterproof/breathable fabrics is only covered under warranty if it's the result of a material fault. During our assessment we will look at the age of the garment but also at how well it has been looked after. Dirt, grime, body oils, hair products, etc. are detrimental to the life of a waterproof membrane. That's why delamination is often seen in areas such as the wrist, neck and hood - areas where the fabric is exposed to bare skin and hair. The best way to look after your jacket is to wash it often using an approved technical wash (see our Cleaning and Care products here), keeping it as clean as possible.

Q: THE ZIP SLIDER DOESN'T CLOSE MY ZIP ANYMORE.
A: One of the most common issues one can run into is a zip slider that doesn't work properly. When the zip keeps splitting after trying to close it, it's time to have a look at the zip slider. Often a quick fix will solve the problem in no time.

Use a pair of pliers to gently squeeze the opening in the slider together (where the teeth go through) and see if the zip will close correctly now. Be careful not to squeeze too hard as this will prevent the slider from moving altogether and can damage the zip. Gently apply force to both sides evenly. Try a little first and put a bit more on if the teeth still don't come together.

This should keep the zip going for a bit. If the slider fails again, contact Bushbuck to see if you can get it replaced.

WANT TO KNOW MORE? 
If in doubt, just call our Customer Service Team at 0800-287-4282 or email us: support@bushbuck.co.nz
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