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SHIPPING POLICY
Items should be sent back to the original place of purchase.
All items sent back to Night Heron or dealers must be shipped in appropriate condition with packaging that will ensure the item is not damaged during transit.
A note detailing the following must be included:
- Contents of the package
- Customer details
- Reference number provided by us
- Return address
Defect From factory
Items being returned with a defect from the factory must ship with the tags, all accessories and original packaging included, in a re-sellable condition.
Damaged products from hard use
It may be necessary to include the accessories that came with the product.
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RETURNS
In an event the product arrives damaged from our factory, the product will be replaced free of charge. If the product has been purchased though a dealer, the customer should contact them first. If the item was purchased directly from Night Heron, please contact us to discuss further steps.
How to put in a warranty claim or return:
Please send an to email info@NightHeronGear.com with the following included
- Exactly what the problem is
- How the issue occurred
- Attach images with the defect
- Customer details
- Order details
- Return address
WARRANTY
Damaged while using the product for its intended purpose
In the event the product is damaged while being used for its intended purpose the product can be fixed for a reasonable charge, this will be up to Night Heron's discretion and will depend on the damage to the product.
Damage from misuse
In the event the product has not been used for its intended purpose, and has lead to damage, fading or other defect, Night Heron will not be taking action on this.
Misuse includes:
Washing incorrectly
- washing up liquid is not a good alternative to technical garment wash
Stored incorrectly
- such as in direct sunlight for extended periods of time
- submerged in salt water for extended periods of time
Using Incorrectly
- a balaclava is not intended to be used as a sock.
Lifetime of the product
Warranty will only cover the lifetime of the product. Contact us to discuss delivery and please refer to our shipping policy. If our experts at Night Heron believe the product is not repairable, the item can be sent back to the customer or recycled for a discount on another product.
WARRANTY CLAIMS
How to put in a warranty claim:
Please send an to email info@NightHeronGear.com with the following included
- Exactly what the problem is
- How the issue occurred
- Attach images with the defect
- Customer details
- Order details
- Return address