Warranty Information

 

Warranty Procedure

Most brands provide a LIMITED LIFETIME WARRANTY to the original purchaser against manufacturing defects, however, this does not include accidental damage, as defined below.

You have 30 days from taking physical ownership of the goods to claim a refund for a faulty product; after this time you may only be offered a repair or replacement. Please note, we as the retailer do our best to reduce any environmental impact we may be aware of, this includes warranty returns. If a warranty item can be repaired effectively, we do not offer a replacement.

Most product is designed for long life and durability if care instructions are followed carefully. If your product appears worn out, then it may be time to replace your product and we hope that the LD Mountain Centre will be a part of your next buying decision.

What does 'Limited  Lifetime Warranty' NOT cover?

This limited warranty does not cover and the manufacturer/the LD Mountain Centre are not responsible for:

  • Damages caused by misuse, abuse, or by accident or negligence
  • Failure to observe care instructions including incorrect laundering
  • Damage caused by rips, cuts or tears
  • Burns and abrasions
  • Down and/or feather migration and pull-through.
  • Normal wear and tear.
  • Cosmetic damage (i.e., minor scratches, surface deformations, or discolouration) including natural fading of colours.
  • Unauthorized modification or alteration including any repair done outside of the brand's customer service.
  • Products with removed or defaced holograms, date codes, or tags.
  • Counterfeit products.
  • Products purchased “used”, “as-is”, “without warranty”, or,
  • Any damages arising after the warranty period.

How do I make a warranty inspection request?

Simply email returns@ldmountaincentre.com with the following information:

  • Order Reference Number
  • Product description – model name, colour, size, gender, etc (please be as specific as possible)
  • Describe the issue you are having with your item.
  • Please attach photos if possible (a picture is worth a thousand words).
  • Include a return shipping address and contact number.

For reasons of hygiene and the benefit of our employees, please first clean the product. Please ensure you follow the care instructions. A loss of function caused by incorrect care is not covered by the warranty.

We reserve the right to return unclean items without processing.

Once you have heard back from our warranty team authorising the return, it is your responsibility as the customer to return the item to store. Please select a guaranteed delivery service that provides parcel tracking information and proof of delivery. The LD Mountain Centre is not responsible for items that are lost or damaged during shipping. To adhere to government regulations, all items are required to be cleaned before being returned for repair.

*Note: Please do not send your item back to us without first obtaining authorisation.

Customers are responsible for all costs relating to the shipment of the product to the LD Mountain Centre. Reasonable return shipping costs will only be covered if the item is deemed to be a warranty issue. The postage will not be covered for items repaired at cost or deemed not to be under warranty.

You will be contacted with the outcome after we have completed evaluating your product. Some brands warranty processes can take from 6-8 weeks to complete, this is dependent on how busy the brand's warranty department is.

What happens during the warranty process?

A member of the LD Mountain Centre warranty staff or, a Brand Warranty Service Representative will examine your product. We reserve the right to perform testing in store to determine if your item is subject to warranty. If/when a further inspection is required the product will be sent back to the brand, who will then have the final decision.

If it is determined that your product is not covered by this limited warranty, then we will return your product to you, or if possible, repair your product at a reasonable charge. You will be notified of a repair proposal before we begin the repair process. If you reject the repair proposal, the product will be returned to you; provided, the LD Mountain Centre and the brand reserves the right not to return a product that we determine is unsafe for use for its intended purpose without such repair.

Any confirmed warranty items will be replaced or repaired at the discretion of the brand for the practical product lifespan. Product damaged through wear and tear, misuse, or neglect may be repaired at a reasonable price. 'Practical Product Lifespan' means the usual and customary wearable life of the product. The 'Practical Product Lifespan' does not mean for your lifetime or mean an indefinite time period. How the product is used directly impacts the usual and customary wearable life of the product, as materials will deteriorate and fade over time and moving parts will also wear.

At the LD Mountain Centre, we take pride in our customer service and aim to keep you informed during any warranty process as much as possible.

 

LD Mountain Help Centre
We’ve worked really hard to provide you with these detailed help and support pages. You should be able to find answers to your questions here. Please use the links on the left to navigate to the relevant page. If, after taking a look at our help pages, you can’t find what you’re looking for please contact us: web@ldmountaincentre.com.

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