Durston is a small family business owned and operated by people who are passionate about backpacking and ultralight gear, so you can trust that our gear is designed by people who share your interests and are working to make the best gear we possibly we can.

We design and test our gear to be innovative and high quality while working quickly to improve any issues, so instances of problems are rare but still sometimes things go wrong. Should an issue with your gear occur, you can trust that we stand behind our products and will always support our customers. You will be able to discuss your issue with a real and empathetic person who is familiar with the gear you’re talking about and wants to help find a good solution.

Gear issues typically fall into two categories: accidental damage/wear or a product defect:

1) Product Defect
A product defect is a defect in the design, materials, or manufacturing that compromises the performance or aesthetics of the gear. This is something that is our fault, such as being sewn or bonded improperly, damaged during manufacturing, or designed in an insufficient way. Our warranty officially covers all product defects for the time period shown on the product page, but ultimately we passionately stand behind our gear, so if something goes wrong after this period and it is our fault, we’ll still make that right. 

If there is an issue, please contact us and we will work with you to have it resolved by repairing, discounting, or replacing that gear to restore full performance. 

2) Damage and Wear
Accidental damage/wear are issues that arise not from a product defect, but from all the various things that can go wrong in the outdoors. Some examples are mice chewing holes in your pack, a friend tripping over your tent, tent floor abrasion from sharp rocks, or a zipper that is worn out. Our gear will last a long time when used with care and skill, but it is lightweight gear that will experience some wear over time, does sometime require maintenance, and can be damaged by accidents, misuse, and extreme conditions. 

Wear and damage are not formally covered by warranty (because this is outside of our control), but still we will continue to support you to get it resolved because we believe in supporting our customers beyond just the warranty for the lifetime of the product. Even for cases of wear and damage, we provide free repairs for all of our customers, along with repair advice, and discounted spare parts. 

If you do have some type of an issue with your gear, please get in touch with us through our Help & Support page.