Macpac Australia website – Warranty, repairs and returns page

 

What's our warranty?

Macpac gear is tested in New Zealand's rugged outdoors and designed to last the distance. We trust the durability and quality of our gear completely.

If your Macpac product is damaged or incorrect when you receive it, or it is faulty or doesn’t meet its description (including after you receive it), we will happily exchange, refund or repair the product with proof of purchase in accordance with the Australian Consumer Law.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure goods.

We may need to assess your product to determine whether a repair, replacement or refund is appropriate. In some cases, we may need to send your product to the manufacturer or their repair agent to be assessed.
Where practicable, please ensure your product is clean before it is returned to us to be assessed.

Warranty FAQs

• Why don't you simply give a finite time for your warranty?

  We choose not to put a fixed time limit on our warranties to ensure they are fair, reasonable in the circumstances, and do not discriminate based on the level of use.

• You say you cover manufacturing faults or material defects for as long as the product, materials or components can be expected to last. How long is that exactly?

  This depends on the product, material or component in question. Some will last five years, others 15 years. It also depends on how the product has been treated during its life; that's why we always ask to inspect and assess the product. Age is only one aspect of the warranty assessment. If a product is not looked after according to its instructions, it'll dramatically shorten its life and therefore its warranty.

• Why do you have to see the product in person to be able to assess it?

  Our Repairs team are experts in assessing damage and faults. On the rare occasion that an issue should arise with your Macpac product, they are the people best equipped to make a recommendation on how to address it and resolve it quickly. While our store managers can make an assessment on simple problems, we prefer to have our Repairs department review all claims so that each is treated fairly and consistently. We apologise for any inconvenience this may cause with you being without the gear for a period of time while it is assessed, but it helps us to ensure a fair assessment and end result.

• Why do you want me to clean my gear before bringing it in for assessment?

  Our Repairs team are experts in their field and pride themselves on the quality of their work. We ask you to clean your gear prior to sending it to us both for their health and safety, and also to ensure that your garment's repair is of the highest quality. In order for us to be able to best assess a fault or repair, all dirt needs to be removed from the garment or equipment to enable it to be properly inspected. Many repairs will need to be sewed, and this can only be done on a clean surface, in order to avoid compromising the effectiveness of the repair. Gear sent for repair that has not been reasonably cleaned will be returned to you for washing, prior to the repair taking place.

• How come my pack still looks stunning but the back guides connecting the shoulder straps to the back have perished?

  Virtually all materials used in outdoor equipment slowly perish with age, use and environmental conditions. The question for the warranty assessment is if the rate and type of deterioration and the nature of the failure is consistent with what can be expected for the material or component in question. Elastomers, as used in the back guides can be prone to hydrolysis, a process of chemical moisture degradation. Eventually this can cause the elastomer to break down to the extent that it no longer performs. The expected lifespan of the elastomers used in older back guides is approximately 8-10 years, though this can be affected by climate to a certain extent. Where we see this degradation in products older than 10 years we don't consider it a fault because the material has performed in a manner consistent with the known characteristics of the material.
  
  We're obviously still happy to replace the shoulder straps for a minimal fee. If the rest of your pack is still in good condition this is a great way to give it a second life. Shoulder straps are stocked in most of our stores, or can be ordered in to ensure you receive the correct ones for your specific pack.

• I've got waterproof zips on my jacket/pack, but water is still coming through. Is this covered under warranty?

  Our PU-coated zips are water-resistant as opposed to fully waterproof. Water-resistant zips keep out most of the rain while remaining easy to operate, however if exposed to prolonged rain, moisture will come through. Fully waterproof zips are seam sealed to ensure they lock out all moisture. When you are purchasing a waterproof garment or piece of equipment, look to see whether the zips are water-resistant or waterproof – our staff and customer services teams can advise you on this and help you to make the best selection for your needs.

• My waterproof/breathable jacket is delaminating. Will you have to see the garment to know this is a warranty issue?

  Yes, absolutely. Delamination of our waterproof/breathable fabrics is only covered under warranty if it's the result of a material fault. During our assessment we will look at the age of the garment but also at how well it has been looked after. Dirt, grime, body oils, hair products, etc. are detrimental to the life of a waterproof membrane. That's why delamination is often seen in areas such as the wrist, neck and hood - areas where the fabric is exposed to bare skin and hair. The best way to look after your jacket is to wash it often using an approved technical wash (see our Cleaning and Care products here), keeping it as clean as possible.
  
  If you have any warranty questions please visit your local store or phone our customer service line.

In-field Non-Warranty Repairs FAQs

• The zip slider doesn't close my zip anymore.

  One of the most common issues one can run into is a zip slider that doesn't work properly. When the zip keeps splitting after trying to close it, it's time to have a look at the zip slider. Often a quick fix will solve the problem in no time.
  
  Use a pair of pliers to gently squeeze the opening in the slider together (where the teeth go through) and see if the zip will close correctly now. Be careful not to squeeze too hard as this will prevent the slider from moving altogether and can damage the zip. Gently apply force to both sides evenly. Try a little first and put a bit more on if the teeth still don't come together.
  
  This should keep the zip going for a bit. If the slider fails again, contact your local Macpac store to see if you can get it replaced.

• I've got a zip with broken teeth.

  If the teeth of a zip are broken, the zip will need to be replaced. If a zip breaks while you're out on an adventure, check if the slider is still able to close it. If this is the case, try and cut back on the use of the zip and get it repaired as soon as possible when you're back home. If multiple teeth are broken, preventing the slider from working altogether, you will have to take more drastic measures. Close the zip as far as possible, stopping just before the broken teeth. Then, use a needle and thread to join the zip together just above where the slider finished. Note the thread should go through as close to the zip teeth as possible to avoid potential damage to the fabric next to the zip. Repeat this every 2-3cm depending on the location of the zip and its use.

• The shoulder straps of my pack have ripped off.

  The adjustable shoulder straps of Macpac's harness systems are fitted with polyurethane back-guides to allow the straps to slide over the frame stays. Over time, these back-guides will deteriorate and can break under stress. If this happens in the field, cable ties are the best option to connect the shoulder straps to the frame, one near the top of the strap and one near the base. Failing that, duct tape also works by wrapping it around both the shoulder strap and the frame bar. Upon your return, take your pack to your local Macpac store to get the back-guides or the complete shoulder straps replaced.

• There's a small hole in my pack, tent, sleeping bag, jacket, etc.

  If there's a small tear or hole in the fabric,try and limit the damage to one panel or section of the product. Ideally, don't make any more holes by stitching a large patch over a relatively small hole, especially not over multiple panels. Duct tape is a better option; it'll keep you going for a while and we can remove it easily when you bring the gear in for a professional repair.

• There's a large tear in my pack, tent, sleeping bag, jacket, etc.

  If the tear in the fabric is quite large, try to limit the damage to one panel or section of the product. See if you can hold the fabric together with duct tape, but if the tear is too big, use a needle and thread to stitch it up. Make sure you bring your gear in for a professional repair as soon as you have the chance.

• One of the buckles on my pack has broken.

  If the broken buckle is in a crucial place, check if you can take one from elsewhere on your pack (or someone else's for that matter) that might not be so critical (side compression straps for example). If you can't find another suitable buckle you can try to use cable ties as a temporary solution or, if there's enough webbing to work with, simply tie a knot. Make sure you bring your gear in for a professional repair as soon as you have the chance – our stores carry a range of replacement buckles or our Repairs department can fit a new one for you should you require.