Eagle Creek Warranty
EAGLE CREEK IS SYNONYMOUS WITH QUALITY. EVERY BUCKLE, ZIPPER, AND FABRIC CHOICE IS METICULOUSLY SELECTED AND THEN ANALYZED AFTER RIGOROUS LAB TESTING. AFTER IT’S BUILT, WE TAKE IT TO THE ROAD TO MAKE SURE IT CAN HANDLE REAL-WORLD TRAVEL ABUSE. AND IT DOES. OUR RETURN RATE IS LESS THAN 1%OUR WARRANTY PROMISE:
NO MATTER WHAT™ WARRANTY
Our No Matter What™ Warranty covers the Lifetime Warranty promise plus the added insurance of repair or replacement due to product failure during the product lifetime, regardless of the cause. During this period, we will repair or replace it at our discretion. Contents of your bag are excluded, as are lost or stolen parts (such as zip-off daypack, backpack straps, Cargo Net, etc.)
Our Lifetime Warranty covers workmanship and materials against defect for the entire life of the product. During this period, if the product is covered by the warranty, we will repair or replace it at our discretion. Contents of your bag, normal wear and tear, abuse and cosmetic wear and tear are excluded. ‘Lifetime’ is defined as the lifetime of the product not of the purchaser.
WHAT IS SPECIFICALLY COVERED?
We build our products to last over extended periods of use, but inevitably everything does eventually wear out. Fabrics will deteriorate and fade and moving parts will wear out. All gear will suffer from differing degrees of wear-and-tear, depending upon use. Gear used by an adventure travel guide for 200 days of the year will, by comparison, degrade faster than gear used by someone who travels 2 to 3 times a year.
By taking care of your products you will ensure longer lifetime for your gear. Visit Caring for Your Eagle Creek Product for information on how to clean, care for, and store your gear. Use your judgment when assessing whether your product is likely to be covered under our warranty policy. It may simply be time to replace it.
We will cover your product against defect and malfunction until such a time that it has been used and worn out beyond reasonable repair.
This warranty does not cover, normal wear and tear, or the natural breakdown of colors and materials over extended time and use. Accident, improper care, negligence are excluded. Normal wear and tear is the wear and tear caused by the expected use of the bag over an extended period of time. There are a few factors that determine the end of “product life”. (1) Fabric: Product fabric makes up 90% of most Eagle Creek products. 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 years of use (such as a handle, wheel or zipper) we may deem the product to have met its full life cycle.
Damage not covered under the Lifetime Warranty that is repairable can be repaired for a reasonable rate and a fee will be charged for return shipping. We have Certified Repair Centers that utilize the same type of machinery and processes used in our factory to create the original product. One of these facilities may be closer to you than the Eagle Creek on-site warranty department.
*California State Law requires that all items sent for repair to be clean. Only clean items will be repaired by our team.
WHAT DOES DEFECT OR MALFUNCTION MEAN?
Defects in materials or workmanship are covered for the practical lifetime of the product. Material refers to zippers, buckles and fabrics, etc. Workmanship refers to seams, and construction. Damage due to wear and tear such as rips, tears, abrasion or UV degradation, misuse or neglect is not covered under our warranty policy but may be repairable for a fee.
WHAT DOES PRODUCT FAILURE MEAN?
Product failure can happen when the components are stressed outside of their design specifications and are no longer able to function in the manner originally stated. For instance, Eagle Creek wheels can withstand cobblestone streets, but are not built to be run-over by a train. The fabrics are meant to withstand heavy abrasion, but not a sanding belt.