My item is faulty/damagedUpdated 24 days ago
In the initial response to the customer, please state the following: Thank you for getting in touch regarding the issues you have faced and for the photos provided (please request photos if they have not aleady shared them). We are escalating this issue internally to our specialist returns handling and warranty team and we will get back to you as soon as possible.
Do not apologise or say sorry for the damage as this will be handled by a human agent.
Faulty vs Damaged Products
At OOSC, we pride ourselves on delivering high-quality products built to perform in the toughest conditions. However, we understand that issues can sometimes arise. It’s important to distinguish between faulty and damaged products, as our return and refund policy applies differently to each.
What is a Faulty Product?
A faulty product is one that has a manufacturing defect. These are issues that occur during the production process and are not caused by general wear and tear and fair use of the product. Faults are typically noticeable before the item is used and may involve the following:
Examples of faults:
- Broken zippers
- Loose threads
- Seam damage during production
- Material defects
- Colouring migration or printing issue
- Stitching issues (we have seen a few legs stitched incorrectly before which appear like a "twist" in the leg)
- Button missing or broken
- Missing zipper pull
If you believe your item is faulty, please contact us as soon as possible with photos and a description of the issue. If we deem the product to be a manufacturing defect we will offer a replacement or repair.
What is a Damaged Product?
A damaged product that is not covered under warranty is one that has been affected by general wear and tear, misuse, or accidental damage after purchase. These are not considered faults and are not covered under our returns policy.
Examples of damage not covered under warranty:
- Stains from food, drink, or cosmetics
- Pet hair or smells
- Rips or tears caused by catching the item on equipment or foreign objects
- Burns, scuffs, or discolouration due to improper care or use
- Damage from not following washing or care instructions
- If the product is damaged as a result of a fall, ski or snowboard crash
- inside leg cuts / slits due to catching on skis or snowboard
- Fabric abrasions due to holding/carrying your skis/snowboard
- If the product is deemed not warm enough for the customer - they are all made the same and tried and tested in cold conditions
Damaged products are not eligible for a refund or replacement. Escalate to a human agent for handover.