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Warranty and returns

For clarification on what isn’t covered by your warranty, firstly, please click one of the drop-downs below which best applies to the Snugpak item you wish to return, this will establish the best and correct way for you to return or exchange your Snugpak product.

We also offer other services, which you can find here (add link)

Purchased directly from snugpak.com

Returns, refunds and warranty issues before 30 days of purchase

All items MUST be returned via Kibo our E-commerce partner, Snugpak cannot deal with returns within 30 days of purchase, you must contact Kibo to arrange a return. Follow these simple steps for best results. Please click here for full details of the Kibo returns process.

  1. Log into your account or call Kibo on (01793 461 650) to initiate a return.
  2. Kibo will email you instructions for returning your product.
  3. Ship your unused product, (if possible in its original packaging), to the address identified in the email sent by Kibo.

Returns, refunds and warranty issues after 30 days of purchase

All Snugpak items come with a 12-month warranty which runs from the date you purchased the item. If you believe that your Snugpak product is a warranty claim, please contact Snugpak via email using returns@snugpak.com

Important Information

  • You are responsible for shipping the products back to us and we recommend using a trackable shipping method.
  • Individual products may be excluded from this guarantee. Check the product description before you place your order.

For clarification, please see the third tab, for damage which would not be covered by your warranty:

Purchased from a high street or online retailer (Amazon, eBay etc)

All Snugpak items come with a 12-month warranty which runs from the date you purchased the item. If you believe that your Snugpak product is covered by a warranty claim you must first contact the retailer from whom you purchased the product as they will have a returns procedure set up to provide a hassle-free service.

We work closely with our Retail Partners and Stockists to handle all warranty claims promptly. Should the retailer decide that your product needs to be returned to us for inspection they will advise you how this can be done, ensuring all of the necessary information is included and that a returns number is provided.

Important Information

  • You are responsible for shipping the products back to us and we recommend using a trackable shipping method.
  • Individual products may be excluded from this guarantee. Check the product description before you place your order.

For clarification, please see the next tab for damage which would not be covered by your warranty:

What isn't covered by warranty

Jacket Exceptions

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear or abrasion
  • Broken zips caused by forcing, jamming or improper use
  • Overstretched seams coming apart
  • Draw-cord pulled out with excessive force
  • A reduced loft of filling
  • Commercial use by rental companies
  • UV degradation

Sleeping Bags Exceptions

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Broken zips caused by forcing, jamming or improper use
  • Overstretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Draw-cord pulled out with excessive force
  • Broken stuff bag due to unnecessary force
  • A reduced loft of filling
  • Commercial use by rental companies

Accessories Exceptions

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Broken zips caused by forcing, jamming or improper use
  • Overstretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Draw-cord pulled out with excessive force
  • Broken stuff bag due to unnecessary force
  • Commercial use by rental companies

Rucksacks & Travel Exceptions

  • General wear and tear over extended use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through seams (rucksack seams are not taped, a rucksack liner or cover should be used)
  • Broken zips caused by forcing, jamming or improper use
  • Overloaded, tensioned or stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • UV degradation
  • Frame exposed through fabric through being dragged or dropped on a rough ground
  • Commercial use by rental companies
  • Accidental damage & transit damage

Tents, Hammock & Shelter Exceptions

  • General wear and tear over extended periods of use
  • Flaws in the fabric caused by excessive wear
  • Water ingress through the fabric as a result of UV degradation
  • Water ingress through seams caused by excessive abrasion of seams or seam sealant tape
  • Broken zips caused by forcing, jamming or improper use
  • Over tensioned/stretched seams coming apart
  • Buckles subjected to undue force or abrasion
  • Broken carry/roller bag if they are overloaded, used for carrying other items or used as a toy
  • Any tent pole breakages
  • Collateral damage from a pole breakage
  • UV degradation
  • Condensation, usually caused by lack of ventilation
  • Commercial use by rental companies

Updated on May 21, 2019

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