Warranty

 
WRONG, FAULTY OR DAMAGED ITEMS

If you have received a wrong (different than displayed in The North Face Shop) or damaged item you can return it within 30 days from the shipping date. Please follow the standard return process and select 'Item was defective' as return reason.

If the 30 days return period has expired and the item is faulty, you have 2 years from the date ordered to file a warranty claim. Please contact our CUSTOMER SERVICE to assist you in returning your item(s).

WARRANTY

What is The North Face® Warranty policy?

The North Face® products are fully warranted to the original owner against defects in materials and workmanship for two years.

If a product fails due to a manufacturing defect we will repair the product without charge, or replace it, or credit it at our discretion. This warranty does not cover damage caused by accident, improper care, negligence, laundering, normal wear and tear or the natural breakdown of colors and materials over extended time and use. In some cases, damage not covered under warranty can be repaired for a reasonable rate and a fee will be charged for return shipping.

For warranty evaluation, the consumer must return the product to The North Face® dealer where it was purchased with the original purchase receipt.
In case the item was bought on The North Face® Online Shop, please return it following our return policy and make sure to select 'Item was defective' as return reason. If the 30 days return period has expired, please contact our customer service.

This warranty gives specific legal rights; it does not affect any other statutory rights you may have as a consumer and which may vary from country to country.

My The North Face® product has become faulty or defective, where should I return it?

I bought my product from The North Face® Online Shop
Please return it following our return policy and make sure to and select 'Item was defective' as return reason. If the 30 days return period has expired, please contact our customer service.
Please ensure that the returned products are in clean condition.


I did not buy my product from The North Face® Online Shop
You must return the item(s) to The North Face® store or retailer where you purchased the product(s) together with a valid receipt or any other proof of purchase. The store will  explain the applicable procedure and timing to you.

Do I have to pay for shipping to return my warranty item(s)?

I bought my product from The North Face® Online Shop
The North Face® covers the delivery cost for items that are covered by our warranty.  For items not covered by our warranty, a fee will be charged for the shipping and repair.


I did not buy my product from The North Face® Online Shop
The shop where you returned your item will take care of shipping the item to The North Face® Warranty Department.
The North Face® covers the delivery cost for items that are covered by our warranty. For items not covered by our warranty, a fee will be charged for the shipping and repair.

How can I find out the status of my warranty return?

I bought my product from TheNorthFace.com
You will be notified by e-mail once your return has been processed. The warranty return will be processed within approximately 14 calendar days from the date we have received your item(s) in our warehouse to when we will return them back to you.

I did not buy my product from TheNorthFace.com
The store where you returned your product to will keep you informed about the status of your warranty return. Please don’t hesitate to ask them for an update, they will gladly inform you. Most warranty cases will be processed within 30 calendars days.

Will my product by The North Face® be repaired, replaced or credited?

If your product by The North Face® fails or is damaged due to a manufacturing or workmanship defect, we will repair, replace or credit you for the item(s). If in our sole opinion, the goods you have returned to us are not faulty, we will reject the warranty claim and return the goods to you. If your The North Face® product has special memories attached to it that make it irreplaceable to you, please make sure to inform us upon returning. Products that are not clean will be rejected.

I have a broken buckle, missing spare parts or faulty laces. Can this be replaced?

If your buckle is broken, your laces have snapped or your hood is missing we would be happy to replace this for you. You can contact us and  kindly give us the following details: 

  • A clear description of the desired part: your The North Face® product, color, size and if possible, attach a picture of the requested spare part
  • The address the spare part needs to be shipped to. 

If no original spare is available we will replace it by the closest available alternative.

You may also check with your nearest The North Face® store to see if they have item you are looking for.

Is normal wear and tear covered by warranty?

We manufacture all of our products to meet our superior standards. However, regardless of how carefully you care for your The North Face® product, it will eventually begin to show age and wear. The North Face® warranty does not cover normal wear and tear.

If my item is not covered by warranty, can you still make repairs?

Damage or faults such as rips, tears, burns and holes are not covered under the terms of our warranty policy. We understand that accidents happen. In some cases, damage caused by normal wear and tear can be repaired. The North Face® Warranty Department can repair your item(s), to the best of our ability for a reasonable charge plus a nominal fee for shipping. For further information on how to return your damaged or faulty item(s) please contact us.

I have bought my item while on holiday, can I receive a warranty?

Our policy states that items have to be returned through the original point of sale.
Should that not be possible, you can check with your local store if they can provide you the warranty service or contact us.

Where can I get replacement parts for my tent?

Please go to an authorised The North Face® Dealer. They will need to know the style of your tent and the type of pole you need replaced. Please contact us for further details.