Be sure to check the below general guidelines for common warranty solutions.
Each case is unique and will be looked at seperately.
Please be mindful if it is really a warranty before sending it in.
The process
Through a new software, your claims will come in and be turned into ‘tickets’.
- You will receive an automatic email with the confirmation and ticket number of your claim.
- When a decision has been made or a question is raised, you will be contacted.
- You can create a personal account to see an overview of all your claims and their status by clicking on the “sign up” button on the right top. Find your claims anytime you visit the warranty page at “tickets”.
Repairs and credit notes
We will start working more with the covering of repair costs to reduce waste and unnecessary shipping.
Common repairs, when accepted as warranty, will receive a standardized credit note, dependent on the size of the repair, that should cover the repair. Retailer decides how to handle it further.
Standardized credit notes (of minimal production issues)
North Kiteboarding:
- Kite stitching leading edge or struts
- Valve repair
Mystic
- Stitching or glueing of wetsuits, impact vests, jackets and other neoprene accessoiries
- Minor issue that does NOT limit the usage quality of the product
Spare parts
Many issues can be solved by replacement of a spare part.
We recommend that you keep spare parts of common issues in stock, that we can credit as soon as the warranty claim is made, in order to help the customer quickly.
No warranty
- Product was bought more than 1 year ago (exception for North products with 180+ warranty)
- Product was misused
- Issue occured through general wear and tear and can be repaired easily
Bulk shipping
Whenever possible, we will combine replacement of any material with next order shipment.