At NoSurrenderGear, we proudly stand behind our packs. We build durable packs from quality materials that help give you peace of mind in the buying process. Items with manufactured defects in the materials or build quality will be replaced or repaired at our discretion for the Pack's Lifetime. The lifetime of our packs is determined by considering factors such as time since purchase, conditions of use, and maintenance.
Manufactured defects in the materials would refer to zippers, buckles, webbing, and fabrics used to create the pack. Manufactured defects to the build quality refers to the seams and stitching that make up the construction of the pack. Any of the above defects would be eligible for replacement or repair at our discretion. Damage that we believe comes from improper use, careless acts, UV degradation, etc. is not covered under the Pack Lifetime Warranty.
Expected normal wear and tear is not covered under warranty. If you have loved your pack and put it through its final paces we hope you will purchase from us again.
To initiate a claim start by first sending photos and a brief description of the issue to firstname.lastname@example.org. Upon evaluation, if we deem that your issue falls under the Pack Lifetime Warranty we will begin the repair/replacement process. The customer will be required and responsible for shipping the defective pack back to NoSurrenderGear. Once arrived our Warranty Team will analyze the issue and finalize whether a repair or replacement is best. If we deem a replacement is needed you will receive the same pack at no cost. If we no longer have the pack you originally purchased, in either the colorway or the model, you will be offered a newer pack of equal value at no cost. NoSurrenderGear will cover shipping costs of returning the replacement or repaired pack back to the customer.
*Please take care to not bend or fold backpacks into a shipping box or bag. This may cause damage to the any plastic frame sheets or aluminum stays in some of our packs. We will not cover broken frame sheets due to neglect in the shipping process. Any packs rolled or folded into a small box will be subject to a Voided Warranty.