All Stratus Outdoors products have been designed to last generations. But sometimes the unexpected happens. So, if anything is wrong with our product, we’ll work with you to make it right.
If you receive a defective product or a product damaged during shipping, it should be returned directly to Stratus Outdoors in the original box or adequate cardboard packaging, with shipping prepaid so that our crew can work with you to rectify the problem quickly.
What does our Stratus Signature Guarantee mean?
The Stratus Signature Guarantee warrants a lifetime of cover - this means the usual and customary wearable life of the product. The Stratus Signature Guarantee does not mean for your lifetime or mean a time period that is indefinite. The manner in which 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.
Stratus Outdoors only uses the best sustainable materials available that can handle the harsh conditions Australia has to offer and if our care instructions are followed properly, our products should last generations. If your product appears worn out and beyond repair, then it may be time to recycle your product in our Afterlife program.
The Stratus Signature Guarantee lifetime period will be determined in the reasonable discretion of an authorised Stratus Outdoors Customer Service representative who shall take into account at least the following factors: the type and nature of the product, the nature of the use of the product, nature of the product issue involved, and age of the product. The Stratus Outdoors Customer Service representative may require consumer information in order to make the foregoing determination and may not be able to make a determination without such accurate information from the consumer.
What This Warranty Does Not Cover?
No matter how durable we make our products, there will always be a need for repair. A rogue ember from a campfire, gear falling off the back of the truck or just the natural wear and tear of the product. We want you to take care and repair your gear, to promote a society of product owners, rather than consumers. We are here to assist you with this! From replacing spare parts, to your product being sent back for repair and rejuvenation. If your loved gear is beyond repair, we will offer you the option of adding the product to our AFTERLIFE program.
THIS WARRANTY DOES NOT COVER AND STRATUS OUTDOORS IS 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;
- NORMAL WEAR AND TEAR;
- COSMETIC DAMAGE (I.E., MINOR SCRATCHES, SURFACE DEFORMATIONS, OR DISCOLORATION) INCLUDING NATURAL FADING OF COLOURS;
- UNAUTHORISED MODIFICATION OR ALTERATION INCLUDING ANY REPAIR DONE OUTSIDE OF STRATUS OUTDOORS CUSTOMER SERVICE
- NON STRATUS OUTDOORS PRODUCTS SOLD VIA OUR WEBSITE
HOW TO SUBMIT YOUR WARRANTY CLAIM
To commence a warranty claim, simply email our customer service crew at email@example.com and request a Warranty Claim Form.
A member of the Stratus Outdoors Customer Service team will then work with you to gather more information about your warranty issue. If covered under warranty, you will then be provided a prepaid label to return your product.
Once the warranty item is sent back to our warehouse, a solution will be arranged.