Durston Gear is a small family owned business, so you can count on being able to discuss any issue you might have with a real and sympathetic person who is familiar with the gear you’re talking about. We sincerely design and test our gear to be the highest quality, so instances of warranty claims are very rare (well under 1%) but we’ll be there if you do have an issue.
For our gear, we formally offer a 2 year warranty as our promise to you, but ultimately we genuinely stand behind our gear so if something happens beyond 2 years and it is our fault, we’ll make that right. We’re not going to hide behind some arbitrary deadline.
What our warranty covers is defects in the gear. That could be something that isn’t assembled right, has a cut or stain from the factory, or is a faulty design. Defects like this are eligible to be replaced, refunded, or repaired under warranty at our discretion. Please note that color and pattern variation in DCF is normal, as it is a hand assembled fabric. What is not covered is wear and damage. Our gear is lightweight gear that should last a very long time but does require some care during use and can be damaged by accidents or misuse. Examples of this include damage to the floor from sharp objects or just a lot of use, damage to the mesh from poking your pole into it, and zippers wearing out after a few hundred days.
If you do have an issue from wear or damage, no need for worry. A focus of ours is to support our products with replacement parts, repair advice, and repair services, so even if something doesn’t fall under warranty that doesn’t mean you’re out of luck. We are working towards offering affordable replacement parts and repair services, so the difference to you between something covered under warranty or not is small. As a new company we are still setting some of these things up (e.g. with supply chain shortages we don’t have many replacement parts right now) but we are working towards it.
For warranty issues or questions with an item sold here on DurstonGear.com please email us at firstname.lastname@example.org. Warranty for the X-Mid 1 and 2 tents is handled by our distribution partner Kaviso, but we still like to be in the loop on that. You can see the wording of their warranty here and get in touch with them here, but also feel to contact us at email@example.com and we’ll relay the issue. When you get in touch, please provide some pictures, a description of the issue, and your receipt.