Our Guarantee and Return Policy
We guarantee every item purchased from Filson. No more, no less. We believe in our products and stand by the quality of workmanship, craftsmanship, and materials in each one. We guarantee the lifetime of each item against failure or damage in its intended usage.
Our Guarantee covers:
- Every item for the lifetime of the product
- Failure of workmanship and craftsmanship
- Failure of materials
- Production defects
Our guarantee does not cover general wear and damage caused by accident or by using the item for other than its intended purpose. This includes animal damage, damage caused by mishandling via airline or third party shipping companies, extreme wear and third-party alterations made to the item. Likewise, fluctuating fit, abuse of product, and disregard for the product care instructions are not covered. Our Guarantee applies to all Filson items purchased by authorized retailers.
Please note every item is subject to an evaluation by our Returns Team.
- What's all this business about my satisfaction?
In 1897, C.C. Filson said, "Your satisfaction is the sole purpose of our transaction." We've held that standard ever since. It's gotten us into hot water on some days, but over a hundred years later we stand by those words. If you purchase an item from Filson and are unhappy with it for any reason within the first six months, you may return your item for a refund, no questions asked. Well, maybe a couple of questions. Your feedback is very important to us and is used to help us improve our products.
- What does "lifetime" mean?
The lifetime guarantee specifically refers to the time at which, through normal use, the product can no longer function in its intended purpose.
- What doesn't the lifetime guarantee cover?
Our guarantee covers the failure of materials or workmanship, including defects, discovered through normal wear. Excessive wear and tear, animal damage, abuse, misuse or neglect is not covered by our warranty. We also can't guarantee against accidents or damage incurred as a result of repairs, modifications or alterations done by a third party.
- What is considered "general wear"?
General wear is the natural breakdown of materials over a long period of normal usage. After years of wear, you may see a bit of fraying at the cuff. Eventually, the notch you always use on your belt may stretch. Once you've put enough miles on it, that luggage may show some scuffs on the corners that see a lot of traffic. This isn't a failure of materials or workmanship; it is simply the natural course of any well-built product. If a Filson item has served you well but is showing a lifetime of normal use, we hope you'll consider buying a replacement to last another lifetime.
- Is there anything you won't do?
Just barely. Here are a few accommodations we unfortunately cannot make.
- Exchanges for a newer version of a particular style
- Size exchanges on well-used or older items
- Repair or replacement of items purchased through non-authorized retailers
- Repair or replacement of items not made by Filson
- Exchanges of items without a defect
If the issue is not related to a failure of our product, the exchange or return will be determined on a case-by-case basis by our Returns Team.
- What if I receive a damaged, defective, or incorrect item?
Please contact Customer Service as soon as possible at 1-800-624-0201. Have the order number and style number for the Customer Service Representative, and we will make every effort to replace your item promptly.
- Will you repair my item, or replace it?
Repair is always our preferred course of action. However, if after evaluating your item it is deemed not repairable, we may need to replace your product. Please let us know by letter if your Filson product has sentimental value and you do not want the item replaced. We will honor your wishes and repair it to the best of our ability, if a repair is possible. Repairs are made to preserve the strength and integrity of the product rather than have aesthetic appeal. Based on the amount of labor involved, some repairs may incur a charge. You will be notified if this is the case prior to any work being done on your item. If your damaged product requires replacement, please be advised we cannot also return your original product to you.
- How will I receive my refund?
Refunds are issued in the original form of payment. Please note that a refund issued to your credit or debit card may take up to two weeks to be acknowledged by your financial institution. A Filson order number or proof of purchase is required for a refund of your original purchase price.
If you are returning an item that was originally purchased through one of our authorized retailers, you may be issued a Filson Gift Card for the last known retail price (redeemable online at Filson.com or in person at one of our Filson stores).
- What if I don't have an order number or it was given to me as a gift?
We will exchange an item without an order number or receipt if all of the product tags are included, the item is not a discontinued style and the product does not show any wear. The last known retail price may be used as a credit toward an exchange, or issued in the form of a Filson Gift Card.
- What if I'm not sure if my item is repairable or replaceable under your guarantee?
You are welcome to send the item in for evaluation by our Returns Team. Unfortunately, we cannot determine through photos if a repair is possible so the item must be received at Filson. A Customer Service Representative will follow up with you to discuss your options.
Please note we reserve the right to send back dirty or soiled items that may pose a health risk to our Returns Team or Production Staff. Besides being unhygienic, unclean items may damage our production machines and equipment. Particularly with hunting products, we ask that you clean the item and remove blood, feathers, and any other animal byproduct before sending it in for evaluation.
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