Question 1

My Haglöfs product is faulty; what do I do?

Accepted Answer

Sorry to hear that you are having problems with your product. With your proof of purchase at hand you have the following options: 1) If the item was recently purchased, we recommend getting in touch with the original retailer as they will have a hassle-free returns procedure set up. 2) Come into a Haglöfs store where our staff can talk you through the options. 3) If you bought your product directly from Haglöfs or would like to request a repair, get in touch with our customer service team

Question 2

What happens to my product if you cannot repair it?

Accepted Answer

If the damage falls under our warranty and we are unable to repair the damage to a suitable standard, we will replace it with a new product. In this case we will not send you the damaged product back. If you would prefer to receive your product back rather than receive a replacement, please let our customer service team know.

Question 3

When I use my waterproof product, the fabric is wetting out. Is this covered by the warranty?

Accepted Answer

It is the responsibility of the consumer to ensure the Durable Water Repellent (DWR) is maintained and reapplied as needed to ensure its ongoing effectiveness. See the detailed case instructions on our website for guidance on how to care for waterproof products. Water which is no longer beading up on an old or heavily worn garment, even after application of a new DWR treatment, is an indication that the garment has reached the end of its useful life. 

Question 4

How do I find spare parts for my products?

Accepted Answer

If you’ve broken a buckle or snapped a shoelace, drop by one of our stores or contact our customer service team and they will do their best to help you out. Bear in mind they might not be able to get you an exact match.

Question 5

What happens once my product has been received?

Accepted Answer

Customer service team will examine your product to confirm if the fault is covered by our warranty and whether it can be repaired.

• They will be in touch with their decision along with details of the next steps.

• If the fault is not covered by our warranty, they will provide you with options to pay for a repair or have your product returned.

Question 6

How are shipping costs handled?

Accepted Answer

We offer free repairs on your products if they fall under our warranty, all we ask is that you ship the product to us for evaluation, we will then take care of the cost of repair and the return shipping.

Under Haglöfs Warranty customers are responsible for all costs relating to the shipment of product to the repair centre. Haglöfs is not responsible for items that are lost or damaged during shipping and cannot replace parcels lost during shipment if proof of delivery is unavailable. It is recommended to select a tracked delivery service

Question 7

What is not covered by the warranty?

Accepted Answer

The warranty covers genuine manufacturing faults or defects only and does not cover:

Normal wear and tear, cuts, burns or damage caused by misuse, accident or negligence

Failure to follow care instructions including washing and reproofing guidance

Natural fading of colours or break down of adhesives over time

Repairs or modifications carried out outside of Haglöfs customer service

Counterfeit products or products purchased from unauthorised dealers on third party auction sites or marketplaces. We encourage you to shop through www.haglofs.com to ensure you purchase authentic product covered by the warranty

Question 8

Where do I find the style name and ID number?

Accepted Answer

You will find the style name on the care label on the inside of the product. The 6-digit number under the name of the product is the style ID number.

On footwear this information can be found inside the tongue of the shoe.

Question 9

Will I notice the repair?

Accepted Answer

Our repair teams are highly experienced in handling outdoor products and will make every endeavour to ensure the repair is of the highest quality, however it is not always possible to make repairs completely invisible. In some cases, you may see for example the stitching and it is not always possible to exactly colour match new parts or patches of fabrics.

Question 10

If I would like my product repaired what do I do?

Accepted Answer

Send an email to Haglöfs customer service including the following information:

Your name, phone, address
Style name and ID, colour, size
Description of the repair requested
Pictures of the issue
Picture of the laundry label, we need the seven-digit production code printed on the label
Proof of purchase

Follow the instructions sent to you by the customer service team. Do not send any product to us before the delivery details have been confirmed.

Question 11

What happens if my product is approved as covered by the warranty?

Accepted Answer

At the sole discretion of the customer service team Haglöfs will either repair the product at no charge to you, replace the product with the same style, or replace the product with a comparable product if it has been discontinued or is otherwise unavailable.

Question 12

I know the damage to my product is not covered by the Haglöfs warranty; can I still get it repaired?

Accepted Answer

We understand that accidents happen, and product gets worn out. You can get in touch with your local Haglöfs store or our customer service team who can provide you with a recommendation of a qualified repair service provider.

Question 13

How long will it take if I send my product to Haglöfs for repair?

Accepted Answer

Once the product is received by Haglöfs, product assessment and repair typically take 2-3 weeks once the product has been received but may take longer in peak times. We recommend you plan ahead, especially during winter, our busiest season.

Question 14

I have sent my product to Haglöfs for a repair; how do I know its status?

Accepted Answer

Before sending your product to Haglöfs you will receive a reference number, keep note of this and it can be used in case you have any queries about the status of your product.

Question 15

Does Haglöfs have a product warranty?

Accepted Answer

Yes! We are proud of the quality of our products so we guarantee to the original owner that should your product, in the course of normal use, fail due to a manufacturing defect then we will repair or replace it for you.

Question 16

My product has sentimental value; can I get it back?

Accepted Answer

We totally understand that you can get attached to a product that has been with you through many adventures. If you don’t want your product to be replaced if a repair cannot be made, please make the customer service team aware of this before you send your product to us.

Question 17

Can I get a refund?

Accepted Answer

The Haglöfs warranty offers repairs and replacements only. If you are looking for a refund, and the claims still falls within the consumer protection regulations of the country where you purchased your product, you should get in touch with the retailer where you originally purchased the product.

Question 18

I have previously made alternations to my product, does this impact the warranty?

Accepted Answer

Unauthorized modifications or alterations, including any repair done outside of Haglöfs customer service, are not covered by our warranty.

Question 19

My GORE-TEX product came with a guarantee to keep me dry, what does this mean?

Accepted Answer

With your purchase of a new GORE-TEX product advertised with the "GUARANTEED TO KEEP YOU DRY" promise on the hangtag, you are eligible to a limited guarantee offered by W. L. Gore & Associates.

The guarantee covers waterproof, windproof and breathability performance over the useful life of the product. If you find your product is not performing in these areas, you have the option to get in touch with GORE-TEX customer service team directly who are best positioned to evaluate these types of faults on GORE-TEX products.

Question 20

What is the typical lifetime of a product?

Accepted Answer

• The typical lifetime is the time that can be typically expected for a product to retain its performance relative to the type of product and the amount of use. For example, a pair of trail running shoes are not expected to last as long as a mountaineering jacket, or a ski jacket used by a ski guide every day is not expected to last as long as a jacket used by a causal skier once a year. It does in other words not mean for your lifetime or an indefinite period of time.

• Our Customer Service team will determine on a case by case basis the typical lifetime of the product taking into account a number of factors include type, age and frequency of use.

• It is expected that care instructions are carefully followed for the different products types to get the most out of the product. If your product appears worn out, then it could be time to replace your product .

Warranty

Get in touch as soon as you become aware of the issue, ensuring you have your proof of purchase at hand and that the product labels with the serial number have not been removed, altered or made illegible.

FAQ Warranty