What is the Warranty Policy?

Wuxly products are made with warmth using the highest quality materials, craftsmanship, technical innovations and consideration for the Planet.  Our products handle the elements, leaving you to enjoy your day, and we take pride in each one. The Wuxly warranty covers against manufacturing defects in materials and workmanship for up to 5 years for insulated products, and 2 years for non-insulated products from the date you receive your item. If a product fails due to a manufacturing defect, we will repair the product at our facility, or suggest a qualified tailor, free of charge, or replace it at our discretion.  For items repaired via outside tailoring, a reimbursement amount will be declared before the repair is performed. If the exact style is not available for replacement, a product of equal value and similar style will be provided. 

This warranty does not cover any needed repairs due to accidents, improper care, negligence, or normal wear and tear. This warranty is void if the inside garment tags are removed or unapproved alterations have been made to the area in question. For any damage not covered under the warranty, Wuxly may offer to repair the damage and/or provide materials for repair for a reasonable charge.  If such an offer is made, we will discuss this with the consumer prior to any repairs being made.

In accordance with our Health & Safety Practices and for the security of our personnel, we require all garments to be machine-washed before arriving at our facility. If your product has not been machine washed before arriving to the facility, it will be subject to cleaning and fees added to your account. 

For general warranty inquiries, feel free to contact us at hello@wuxly.com. 

What is “normal wear and tear”?

Although we manufacture every product with exceptional standards, over time, all items are subject to wear and tear.  Factors affecting wear and tear include, but are not limited to, responsible usage, usage frequency, lifestyle, maintenance, and element exposure. With time, every product is subject to signs of age and wear, such as faded fabric, faded buttons or frayed cuffs, and we take this into consideration when assessing your warranty request. In some cases, your product may simply have reached the end of its run (practical lifetime) and is ready to be replaced.  When that time comes, Wuxly will be glad to assist in suggesting a new item for your next adventures.

Do I need to clean my jacket before sending it in?

Yes! All jackets sent for repairs must be machine washed and in accordance with health & safety practices.  If your product has not been machine washed before arriving at our facility, it will be subject to cleaning and fees added to your account. 

Who handles shipping costs?

Customers are responsible for the cost of shipping items to Wuxly, and Wuxly will cover the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.

How to open a repair case

1. Email hello@wuxly.com to provide the requested details in steps 2-4

2. Provide your order #, and/or name on the original order.

3. Send a minimum of 3 pictures, showing the area in question.  Should the issue be unclear after receiving the initial pictures, Wuxly may request additional pictures.

4. Briefly describe the issue you are experiencing, including;

• How it started:

• How long has it been present?

• Any other relevant information?

5. Wuxly will review your request and respond to you within 24-48 hours with a course of action.