Warranty.

1What this covers

If something we made turns out to be faulty, we repair it, replace it or refund it. There is no fixed warranty period and no expiry date, because the law does not work that way: how long you are covered depends on the piece, what it cost and what we said about it, not on a number we picked.

A manufacturing fault is something that was wrong with the piece when it left us, whether or not it was visible at the time. It is not damage that happened afterwards, and it is not the garment wearing out. Sections 3 and 4 set out where the line falls, in plain terms.

There is nothing to register and no card to keep. Your order is the record — the order number in your confirmation email is all we need to look it up.

2Your rights under Australian law

Everything here is given in addition to your rights under the Australian Consumer Law, and none of it limits them in any way.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This page does not set up a separate warranty with its own deadline. It explains how we handle a faulty piece and what we assess. Your consumer guarantees last as long as is reasonable for the kind of goods, what they cost and what we said about them. If a piece fails in a way it should not have, you have rights whether or not we agree with you about it.

3What counts as a fault

• Seams and stitching — a seam separating, stitching breaking or a hem coming undone in normal use
• Hardware — a zip, snap, drawcord, eyelet or buckle that fails in normal use
• Print and embroidery — a print that cracks off or embroidery that unpicks itself when the garment has been washed the way the care label says
• Fabric — a flaw in the material, or colour that bleeds or fades far beyond what the fabric should do

Normal use means wearing it. Riding, climbing, working and getting it filthy is what it is for, and none of that counts against you.

4What is not covered

Crash and impact damage. Tarmac wins. If you have torn, scuffed, abraded or ripped a piece open coming off, that is impact damage rather than a fault. Tell us anyway — we would rather see the photograph, and we will tell you honestly if we think a seam gave way before the fabric did.

• Fair wear and tear — thinning, pilling, gradual fading, a cuff that has softened after a lot of use
• Damage from not following the care label — hot washing, tumble drying or bleaching something that says not to
• Alterations and repairs by someone else — once a piece has been taken in, re-hemmed or stitched up elsewhere we cannot stand behind that seam
• Accidents, misuse, and damage from something other than wearing it — a chain, a chemical, a dog, a campfire
• Lost or stolen items, and anything we cannot tie to an order
• Not liking the fit. That is a return or exchange, not a warranty claim, and it has its own fourteen days

None of this list affects your rights under the Australian Consumer Law.

5How to make a claim

Email orders@spxtr.com with:

• Your order number, or roughly when and where you bought it
• Which piece it is
• Clear photographs of the problem — one close up on the failure, one of the whole garment
• A sentence on what you were doing when it happened

Do not post anything until we have asked you to. Most claims we can settle from the photographs alone, and that saves you a trip to the post office.

If we do need to see it in person, we will tell you where to send it. Where the fault is confirmed, the postage is ours — send your postage receipts with your claim reference and we will reimburse what you reasonably paid. If a piece is too large or awkward to post sensibly, tell us and we will arrange collection rather than let you wear a cost that is not yours. Should an inspection charge ever be possible because no fault is found, we will give you an estimate first and your agreement before anything is arranged.

6What happens then

We aim to acknowledge a claim within 3 business days and to finish a straightforward assessment within 10 business days of having the item or enough information to judge it, then tell you what we are going to do. Business days exclude weekends and Queensland public holidays. If it needs longer — an inspection, or waiting on stock to replace it — we will tell you why and when to expect the next update.

Where the claim stands up, we repair it, replace it with the same piece, or refund it. We will tell you which and why. If the piece is no longer made we will offer the closest current equivalent or a refund, whichever you would rather have.

Where we do not think it is a fault, we will tell you that plainly and show you what we are looking at in the photographs, rather than going quiet on you. If you disagree, say so — and see if we disagree on the returns page for where to take it from there.

A repaired or replaced piece is covered for whatever is left of the original period, and making one claim does not use up the next. Your rights under the Australian Consumer Law are unaffected either way.

7Looking after it

None of this is a condition of the warranty, it just makes the garment last: wash cold, inside out, with like colours; skip the fabric softener and the dryer; line dry out of direct sun; and get mud off before it dries hard rather than after.

Always follow the care label on the piece itself — it is specific to that fabric, and it wins over anything general said here.

8Questions

Email orders@spxtr.com.

See also: returns and exchanges, shipping, and the size guide.