Warranty

CARIBEE LIMITED WARRANTY

IMPORTANT: The Caribee warranty is not an international warranty and is only valid in the country of purchase.

All Caribee products are guaranteed to be free of defects in workmanship and materials for a period of 12 months from the date of purchase. Normal wear and tear, misuse, or improper care is NOT covered. Should your Caribee product be defective it will be repaired or replaced at our discretion free of charge. All claims are to be returned at your expense. This warranty is valid only to the original purchaser, and all claims MUST be accompanied by the original purchase receipt.

What does the Warranty cover? This warranty is valid for a period of 12 months from the date of purchase. This is governed by the fact that the product must be used within the normal guidelines of its intended use. All warranty claims must be accompanied by a original purchase receipt.

What does the Warranty NOT cover?

We stand by our products and the manufacturing process by which they are made. The warranty covers defects in materials and workmanship under normal wear and tear. We do not cover faults that have occurred due to excessive wear and tear. For example the bottom has worn through your day pack, after a year of dragging it on and off the school bus OR the zipper no longer wants to close properly on your travel pack after you used it as a raft on your 18 month trek through South America.
Accidents are NOT covered. When travelling interstate or overseas, please consider taking out travel insurance. If your gear bag or travel pack tears because it gets caught in the baggage carousel at Heathrow airport OR if you buckles and clips break because the baggage handler threw your bag onto the plane, we aren't responsible. Consult your travel insurance. Like wise if uncle Fred decides to give the Christmas toast while standing on your folding chair and bends the frame, this is not covered.
Accidents do happen. We understand that. But if repairs need to be done as a result of an accident that is not covered by warranty while you are out of the UK, the cost for these repairs can be claimed on your travel insurance.

After sales service.

If you have broken clips, buckles, D-rings, tri-glides etc. OR in the case of furniture a broken ABS bracket, we are able to send replacements to you so that you can have the product repaired, or do the repair yourself.
If you would like us to do the repair for you this can be arranged for a reasonable fee and our technicians will advise you accordingly of the costs. Please note that the freight must be pre-paid by you.

To get the ball rolling:

At Caribee we pride ourselves on producing the best and most innovative products available, which are made to a high standard using the highest quality and latest materials available. If however something goes wrong with your Caribee product we are more than willing to repair or replace it, if indeed it has failed due to faulty manufacturing or materials. Use the following as a guideline on how to go about making a warranty claim.

Simply return it to the original place of purchase, with your original purchase receipt. The store can then contact their local Caribee representative in order to commence the claim process.

Contact us here at Caribee, either by email or phone and get a return authorisation. The Claims department can be reached in Edinburgh on 0131 554 5555. It is vital that you get this authorisation number so that we know who you are and what the problem is.
All warranty returns must be sent freight pre-paid. Once the product is repaired or replaced it will be shipped back to you at our expense.
When you send back your Caribee product please ensure that you enclose a letter of explanation quoting your authorisation number so that we know who to send the item back to. It will also help if you can mark with a piece of tape or string the problem area. Our technicians aren't psychic and need all the help that you can give them.
Please ensure that the item that you return is clean. No body wants to try to fix your pack that you dragged through a jungle in India if it still has half the jungle on & in it. This also applies to sleeping bags, tents and furniture.

Who pays the freight charge?

As mentioned above, if you send back an item for our technicians to inspect under warranty, you are responsible for the freight charge involved. We highly recommend that you use a freight company that can give you a registered tracking number and insurance. This means that you can find out the progress of you valued Caribee product at any time. We can take no responsibility for any items that get lost in the shipping process.

How long will it take?

Once we receive your warranty claim we will endeavour to have the product back to you as soon as possible. However this can sometimes take up to three weeks, depending on the type of repair needed and the time of year. For example, if you are travelling overseas in ten days time and need a seam in your rucksack repaired, the chances are that it won't be ready in time. Likewise if you are having the cousins over for the family Christmas party and you need your folding chair repaired, don't send it to us on the 20th of December, because someone might have to sit on the grass.

Once my claim is underway.

We will always repair your product as the first option, but sometimes repair is not possible, so your Caribee item must be replaced. The warranty states that your product will be repaired or replaced at our discretion and replacement is not guaranteed. If we deem your claim to be in breech of the warranty agreement we will return the item that you forwarded to us back to you at our expense.

At Caribee we are constantly updating styles and colours & improving designs and functionality of our products. As a result, from time to time if a product needs to be replaced under warranty, it may already have been superseded. If this happens and a colour or style is not available we will match to the best of our ability the closest suitable product from the range that will take the place of your last Caribee product. We will also match the value and functionality as close as possible.