We offer versatile outdoor essentials, built to last a lifetime. Should, however, one of your adventures make an undeserved physical impact on your product, we offer a five-warranty on production and material defects. You may wonder why we state lifetime products and 5-years warranty together, and you're totally entitled to do so.
In many ways, the lifetime promise is our approach to quality. For us, designing quality garments means to create outdoor products that have a versatile area of use, are made in durable and solid materials and carried out in designs that are just as appealing today as twenty years from now. With the right maintenance and the intended outdoor use, these products will accompany you on all your adventures and hopefully be passed on to the future generation.
What do I do if I there is a warranty issue with a new Whiteout product?
To register a claim/warranty or repair, use this link.
What do I do if I there is a warranty issue with a used product?
If you experience any issues with your product, please take a photo of the defect if possible. E-mail the photo and we´ll be able to determine further actions quicker. If you feel that the defect is an obvious warranty claim or if it can´t be photographed, just click the link above.
Please be informed that when you send a used product as a warranty issue and it cannot be repaired, you agree to get the product destructed and recycled by Whiteout.
How long will it take to process a claims request?
Defect products that are covered by Whiteout’s warranty, the GORE-TEX® warranty or constitute ordinary claims covered by the consumer purchase law, will have a processing time of maximum 14 days from when we receive the product to when it is returned.
What is the warranty on Whiteout products?
Whiteout products have a warranty of five years to the original owner against defects in materials and workmanship. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product without charge, or replace it at our discretion. Our warranty does not cover damage caused by an accident, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. However, we will do our very best to help you keep your favorites, so damage not covered under warranty will be repaired at a reasonable rate.
All GORE-TEX® products have an additional “Guaranteed to Keep You Dry” GORE-TEX® guarantee.
Will Whiteout replace or repair my product?
Depending on the defect, Whiteout will repair or replace the product. If it is possible to repair the fault, we will do this free of charge. If it is not possible to repair the product, we will give you a coupon with the value of the product, which can be used in our webshop. This gives you the opportunity to replace the product with the same or a corresponding product. You can also buy something else, free of choice, within the amount of the coupon.
How do I prepare the product for return to Whiteout?
Please note that all products must be washed properly before they’re sent to us. If products are not washed according to Whiteout's instructions, we reserve the right to bill the consumer € 50. We know that this is quite harsh, but often we’re not able to repair a dirty product which takes both our time and makes the wait for our customers longer. So please send us clean clothes so our repair department will keep a clean and safe workplace, and you’ll get the best possible result.
What is covered by the warranty?
We manufacture all of our products to meet our superior standards. However, regardless of how carefully you use or how well you care for your Whiteout product, it will eventually begin to show age and wear. Our warranty covers defects in workmanship and materials, regardless of the age of the product, but it does not cover normal wear and tear. That means the warranty does not cover damage caused by accidents, improper care, negligence, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.
GORE-TEX GUARANTEE
What does the GORE-TEX® “Guaranteed To Keep You Dry” guarantee entail?
GORE-TEX® guarantees that your GORE-TEX® garment keeps its promise – to be wind- and waterproof and simultaneously breathable. The warranty applies to all products with a GORE-TEX® Guaranteed To Keep You Dry® hang-tag. Defects in the membrane usually show fast and are covered by the warranty. This is not applicable to leakage caused by wear and tear. In such cases, an individual assessment of the product´s condition, age and other factors will determine the compensation. This implies that we will calculate a “utility fee” under circumstances where the product is older than 2 years, and thus not covered by the consumer purchase law, but instead falls in under Norrøna´s warranty or the GORE-TEX® warranty.
There are typically two types of GORE-TEX® warranties. These are: Leakage; the customer gets wet through the GORE-TEX® fabric. This can be caused either by a hole (tear, not warranty), or a defect in the membrane. The latter is covered by the warranty. Delaminating; the glue between the outer layer and the membrane lets go, and bubbles appear on the outer layer. Delaminating is caused either by an error in the laminating-process, or by insufficient maintenance. An example of insufficient maintenance is when a jacket delaminates in the neck due to infrequent washing, which causes oil, sweat or sebaceous from the skin to delaminate the GORE-TEX® fabric.
All warranty claims must be clarified with Whiteout by phone before they can be approved. When an approval exists, the product will be compensated. An individual assessment of the product´s condition and age determine the size of the compensation. NB: If the product is worn out (no matter what age), it will not be considered a warranty issue.