We can only process warranty claims for Tropicfeel products purchased at www.tropicfeel.com or www.kickstarter.com. If you have purchased your product from another Tropicfeel distributor, please contact them directly.
1. Warranty
How do I file a warranty claim?
Contact our support team for more information by filling out the form.
What do I need?
- Proof of purchase (order number and email)
- Pictures of the product presenting the quality issue(s)
- Picture of the product label that’s attached to the item (with the barcode visible)
Tropicfeel reserves the right to reject the warranty claim if the above requested information is incomplete or illegible. If the defective product meets our warranty criteria and is returned within the warranty period, Tropicfeel undertakes to repair or replace.
Do I have to return the damaged item?
Shoes: In the case that your warranty claim is approved by our team, we will provide you with the next steps in the return portal.
Backpacks (excluding Cruiser): If you wish to file a warranty claim for one of our backpacks, we ask that you send back the faulty item(s), (including the wardrobe) to us at our own cost. Failure to return damaged items may result in your warranty claim being declined.
We kindly ask you to wait for confirmation from our Support team before proceeding with the shipping.
My product was damaged on arrival
We're sorry that your item arrived damaged.
Contact our support team for more information by filling out the form.
What does a material, component, and workmanship defect mean?
Materials and components refer to buckles, fidlocks and fabrics, etc. Workmanship refers to seams and construction.
How will they cover it?
For all our products minus the Shell backpack you will receive a new product. With the backpack, we will either repair or replace the product with gear in the same or better condition. Customers may receive a pre-owned replacement that has been inspected and cleared to be fully functional.
For how long is the warranty?
We build our products to last over extended periods of use, but inevitably everything does eventually wear out. So, when your product wears out as all things do, you’ll know you’ve gotten the most out of your gear and your experience.
The products eligible for the warranty are covered to the original owner for 2 years since the date of purchase. The warranty can be another one if specified in a campaign.
It is understood that the products are in accordance with the contract provided if: (i) they fit to the description made by Tropicfeel and possess the qualities that we have presented on this website, (ii) they are suitable for the uses to which the products are ordinarily destined. products of the same type and (iii) present the usual quality and benefits of a product of the same type that are reasonably expected.
In this sense, if any of the products does not comply with the foregoing, you should contact our customer service department, through any of the means of communication provided on this website.
The legal guarantee covers defects that are presumed to exist at the time of delivery and that manifest themselves within a period of two years. However, any breakdown that occurs within 6 months will be presumed to exist at the time of delivery. Tropicfeel undertakes to repair, or replace the defective product.
After 6 months, Tropicfeel will ask you to prove that the quality defect existed when the product was delivered. For Tropicfeel to accept that in fact there is a quality defect, the customer must prove that, (i) the product does not match the product description, (ii) it has different characteristics than the model advertised or shown to the customer, (iii) not fit for purpose, (iv) not showing normal quality and performance for products of the same type, and (v) not manufactured properly.
What does it not cover?
It does not cover normal wear and tear, accidental damage, malfunction or damage caused by unsuitable use or carelessness, consumable material, and defects due to loss, fire, water or natural disasters, cosmetic blemishes, scratches, stains, or wear & tear. Failures or breakages due to misuse (such as transportation of unusual items), neglect, intentional damage, extreme temperatures, acids, water, UV degradation, improper care, etc,
There are a few factors that determine the end of “product life”, including the following:
(1) Fabric—if the fabric is discolored, degraded, de-laminated or deteriorated, we may determine this to be end of “product life”’;
(2) If a major component fails due to extended use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle
If it breaks, does this apply to the warranty?
If it breaks because of our fault, yes, if it breaks because of normal wear or damage for external consequences, we won’t be able to cover the warranty.
Can I ask for a return?
No. The warranty means we will exchange the product for a new one, or repair the damage.
Can I give the warranty to a third party?
Tropicfeel products are warranted to the original owner or to the person who has received a Tropicfeel branded product as a gift, against manufacturing defects in materials and workmanship, except for certain exclusions identified below.
Other questions you may have;
- We do not offer more than 2 claims per product.
- We do not offer refunds on items qualifying for warranty coverage.
- Only Shell Backpack must be returned to the warehouse within 15 business days of claim date.
- Tropicfeel will cover any repairs/replacement costs, and all shipping costs, if the backpack meets warranty requirements.
2. Limitation Crowdfunding Warranty
Supporting a campaign on Kickstarter or Indiegogo and getting a reward is a different process than buying a product. Kickstarter and Indiegogo are not stores. When you support a project, you are helping to create something new, not asking for something that already exists.
These rewards are called gifts because they are given to you as a sponsor to show our appreciation for you and the support you have given us. This business model has allowed our company to exist and we could not be more grateful to the entire community. We appreciate your understanding of our policy and your continued support.
Crowdfunding products do not include a guarantee, unless explicitly specified in the campaign. This is clear from the terms and conditions and is generally not expected from a crowdfunding element.
Find below the specified warranty for the Shell Backpack campaign.
2.1. Kickstarter
We’re confident in the extensive design research and quality workmanship put into Shell. So much so that we’re offering every Kickstarter backer a Lifetime warranty that covers any manufacturing defect that affects the functionality of the backpack. This lifetime warranty will only be available for those who backed the project on Kickstarter.
What does a lifetime warranty cover?
Our warranty covers material and manufacturing defects. The warranty does not cover wear and tear damage such as faded colors, material wearing over time and tears caused by crashes, accidents or inadequate care. To avoid unnecessary postage charges, please contact us by filling out the form before sending us the parcel with your defective product. Our service team will get in touch with you as quickly as possible, to coordinate the further proceeding of your warranty with you.
If your product covered by this warranty fails due to a manufacturing defect, we will repair it without charge, or replace it, at our discretion.
Does this cover the wardrobe and the accessories?
No. This warranty will only cover the Shell Backpack.
What happens If I repair the backpack before contacting Tropicfeel?
Only unaltered and unmodified items and original workmanship are covered. Improper or incorrectly performed maintenance or repairs will void this warranty.
2.2. Indiegogo & Web Warranty
What does this warranty cover?
Our warranty covers material and manufacturing defects. The warranty does not cover wear and tear damage such as faded colors, material wearing over time and tears caused by crashes, accidents or inadequate care. To avoid unnecessary postage charges, please contact us by filling out the form before sending us the parcel with your defective product. Our service team will get in touch with you as quickly as possible, to coordinate the further proceeding of your warranty with you.
If your product covered by this warranty fails due to a manufacturing defect, we will repair it without charge, or replace it, at our discretion.