• What is the warranty on my gear?

  • RIVERS WEST® products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the use product. 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 accident, improper care, negligence, normal wear and tear, or the natural breakdown of colours and materials over extended time and. Damage not covered under warranty will be repaired for a reasonable rate and a fee will be charged for return shipping.

  • Advanced Waterproof Fleece™ warranty (includes VORTEX 2.0™, HydraGuard™)

  • Our products are covered under warranty, to the original owner, for the lifetime of the product. Unfortunately, this does not mean your lifetime. We manufacture all of our products to meet very high quality standards. However, regardless of how carefully you use, or how well you care for your RIVERS WEST® product, it will eventually begin to show age and wear. What is not covered? This warranty does not cover garments damaged due to an accident, improper care, negligence or normal wear and tear.

  • Original Waterproof Fleece™ warranty

  • Original Waterproof Fleece™ (OWF) garments are the most durable ever made. Feel free to take them through briar patches, thorn bushes, or even barbed wire fences. If anything goes wrong with your OWF product within the first 12-months of ownership, it will be repaired or replaced at our discretion. Original Waterproof Fleece™ (OWF) fabric is fully warranted to the original owner against shrinkage and to remain waterproof and windproof for 10 years from the date of original purchase. Should OWF fail in these characteristics within that 10-year period, your garment will be repaired or replaced with a comparable garment. This warranty does not cover damage to the fabric from misuse or ordinary colour fading over time. This warranty applies to the integrity of OWF fabric only and not garment construction. Your original sales receipt is proof of warranty.

  • Are rips and tears covered under the warranty?

  • It is dependent on which product you purchased. No, rips and tears in the fabric are not covered under warranty except for our ORIGINAL WATERPROOF FLEECE™, which covers any and all damages done through the first year of ownership. Even though our products are manufactured to the highest possible standards, and are well taken care of by the owner, normal wear and tear as well as unforeseen accidents are unavoidable. Should any of our garments become damaged, ripped, torn, burned or stained, we will gladly arrange to have it repaired.

  • Do I need to call and register my gear?

  • No, Your receipt is your "warranty".

  • Can I get a refund or exchange from RIVERS WEST®?

  • No, you must return the product to the retailer.

  • No one is available when I call.

  • We are probably experiencing a high call volume. Please be patient, and leave a message on the voice mail. We will return your call in the order it was received. You can also reach us by eMail sales@riverswest.co.uk

  • My RIVERS WEST® gear is retaining water.

  • All of our garments, now are treated with DWR (Durable water repellent) with regular use and washings the DWR wears off. As a regular maintenance of your garment it should get treated every 2 years (this might vary depending on use) There are two options being sold - a spray or wash-in treatment. We recommend the wash-in. More specifically we recommend ReviveX® Waterproofing Soak or Nik-Wax. These products can be purchased at any major outdoor store.

  • Is it dryer safe?

  • Yes, specifically for (OWF) we highly recommend you to medium tumble dry after washing. The rest of the RIVERS WEST® products (Vortex™, AWF and Hydraguard™) line dry after washing. Please always check on the care label on each garment.

  • How are the postage costs handled?

  • Individuals are responsible for posting items to our repair facility. We will cover the return shipping for all warranty work. Any repairs done outside of the warranty the return postage is at the owner's expense. Please ensure you post the product using a carrier which can provide a proof of delivery and we recommend insuring it as well since RIVERS WEST® is not responsible for your parcel.

  • Do I need to do anything special to prepare my return to RIVERS WEST®?

  • In order to comply with health and safety regulations as well as for the protection of our staff we kindly ask that all products be cleaned before being sent to us. We apologise for any inconvenience this may cause. Products that arrive unwashed will be subject to a cleaning fee before assessments can be made. It is also helpful if you are able to identify the problem area with a piece of tape or rubber band.

  • What do repairs cost?

  • Repairs covered under the terms and conditions of our warranty policy are performed at our expense. Costs for repairs performed outside the warranty will vary depending upon the situation. We will provide you with as many repair options as possible based upon the amount of work and materials required and the expected end result. Once we have assessed your product we will contact you with your options. Repairs requiring payment will never be performed without your authorisation.