What do I do if I have a warranty issue with a Norrøna product?
If you receive a defective product, take a photo of the defect if possible. E-mail it to firstname.lastname@example.org, 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, do the following:
For Norwegian customers, use this link.
For all other customers, please contact your dealer directly and they will handle the claim with us on your behalf.
How long will it take to process a claims request?
Defect products that are covered by Norrøna´s 5-year 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. If it has taken longer you can contact us here: email@example.com
What is the warranty on Norrøna products?
Our Norrøna 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. This 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. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.
All GORE-TEX® products have an additional “Guaranteed to Keep You Dry” GORE-TEX® guarantee.
Will Norrøna replace or repair my product?
Depending on the fault Norrøna will repair or replace the product. If it is possible to repair the fault Norrøna will do this free of charge. If it is not possible to repair the product Norrøna will replace it.
How do I prepare the product for return to Norrøna?
Please note: All products must be washed before sent to us. If products are not washed according to Norrøna's instructions we reserve the right to bill the consumer € 50. This is quite harsh, but the reason for this is that we often cannot repair a dirty product and that takes both our time and the customer will not be pleased. So send us clean clothes so our repair department still will have a clean and safe work place, and you will get the perfect results you are after.
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 Norrøna product, it will eventually begin to show age and wear. Norrøna 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.
What does the GORE-TEX® “Guaranteed To Keep You Dry” guarantee entail?
GORE-TEX® guarantees that your GORE-TEX® garment keeps it 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 Norrøna by phone before they can be approved. When an approval exists, the product will be compensated by Norrøna. An individual assessment of the product´s condition and age determines the size of the compensation. NB: If the product is worn out (no matter what age), it will not be considered a warranty issue.
How do I contact Norrøna if I have questions?
Contact us here.