What's covered under

Kathmandu

's warranty?

Kathmandu’s warranty coverage rests on two foundations:

1. Australian Consumer Law (ACL) – Always in Effect

Every Kathmandu product must meet ACL guarantees of:

• Acceptable quality
  
  
• Being fit for purpose
  
  
• Lasting a reasonable amount of time
  
  
• Being free from manufacturing defects
  

If any Kathmandu item fails prematurely, malfunctions, or arrives with a defect, Kathmandu must repair, replace, or refund it - regardless of whether a specific warranty period is printed on the tag.

2. Product-Specific Warranties

Some Kathmandu products include explicit warranty periods, such as:

• Kathmandu tents: common 3-year warranties
  
  
• Packs & accessories: often 1–2 years
  
  
• Third-party brands (sold by Kathmandu): covered by their manufacturer warranties (e.g., Hydro Flask Lifetime Warranty)
  

Warranty coverage generally includes:

• Material defects
  
  
• Manufacturing flaws
  
  
• Premature failure under normal use
  
  
• Faulty zippers, stitching, buckles, seals, membranes
  
  
• Hardware malfunctions (e.g., tent poles, pack frames)
  
  

If an item can be repaired, Kathmandu’s Gear Repair Service will often fix it (even outside warranty) as part of its long-term sustainability initiatives.

Claiming a Kathmandu warranty is straightforward and customer-friendly.

1. Contact Kathmandu Support

Choose your preferred method:

• In-store: take the item to any Kathmandu store (fastest)
  
  
• Email: support@kathmandu.com.au
  
  
• Help Centre form: via the Kathmandu website
  
  
• Live chat: available via the Help Centre
  
  

2. Bring Proof of Purchase

Any of the following are accepted:

• Printed receipt
  
  
• Order confirmation email
  
  
• Summit Club (loyalty) purchase history
  
  
• Bank statement (as supporting evidence)
  

3. Present or Explain the Fault

Be clear and specific about what’s wrong. Examples:

• “Backpack strap stitching has come undone.”
  
  
• “Sole is delaminating after light use.”
  
  
• “Tent pole cracked on second use.”
  

If lodg­ing online, attach clear photos.

4. Kathmandu Inspects the Item

In-store assessments happen on the spot. Online claims may require postage (Kathmandu will guide you).

5. Choose the Remedy (Where Applicable)

Depending on the fault, Kathmandu will provide a replacement, repair, or refund.‍

Under ACL, for major failures, you choose between refund or replacement.

6. Follow Through on Repair/Replacement

If repair is needed:

• Item is sent to Kathmandu’s repair team
  
  
• Standard turnaround: ~10 business days
• You’ll be contacted when complete
  

If replaced:

• Item is exchanged in-store or shipped to your address
  
  
• No shipping cost for approved warranty cases
  

You’ll also receive a case number or confirmation email. Keep this for reference.

Kathmandu’s warranty is generous, but it doesn’t cover everything. Claims may be refused if:

Misuse or Accidental Damage

Examples:

• Tent ripped by sharp objects
  
  
• Jacket melted near a fire
  
  
• Pack overloaded far beyond its intended use
  

These are not manufacturing faults.

Normal Wear & Tear

Examples:

• Fading fabric
  
  
• Down jackets losing loft
  
  
• Boot soles worn down from long-term use
  

These are expected ageing signs, not defects.

Reasonable Lifespan Exceeded

If an item fails far beyond what’s “reasonable” for its category and price, Kathmandu may deny coverage.

Evidence of Alteration or Third-Party Repairs

Self-made modifications or non-approved repairs can void claims.

Lack of Proof of Purchase

Kathmandu needs verifiable proof the item was purchased from them.

Consequential Losses

Kathmandu will repair/replace the faulty item, but not items damaged because of it (e.g., phone damaged inside a leaking tent).

To streamline your warranty claim, prepare:

Proof of Purchase

• Receipt
  
  
• Email order confirmation
  
  
• Summit Club history
  
  

Product Information

• Product name, size, colour
  
  
• Model/SKU if known
  
  
• Warranty card (if applicable)
  
  

Description of the Fault

Short written explanation of:

• What happened
  
  
• How long you’ve owned it
  
  
• When the issue first appeared
  
  

Photos or Videos

Attach images showing:

• The defect
  
  
• The whole item
  
  
• Any serial labels (for gear)
  
  

Clean the Item (if sending for repair)

Kathmandu will not repair dirty or unhygienic items.

Identification (Occasionally Required)

For high-value items or refunds.

The typical Kathmandu warranty timeline:

In-Store Resolutions (Fastest)

• Inspection: Immediate
  
  
• Decision: Within minutes
  
  
• Remedy (refund/replace): Same visit
  
  

Repair Claims

• Initial contact response: 1–2 business days
  
  
• Repair turnaround: ~10 business days
• Shipping back to store/home: 3–7 days
  

Total: Usually 2–3 weeks end-to-end.

Replacement Orders

If item is in stock:

• Approval → shipped within a few days
  

If item is discontinued:

• Kathmandu offers nearest equivalent or refund
  

Refund Timeline

• Refund issued immediately upon approval
  
  
• Bank/Afterpay/PayPal processing: 3–7 business days

What Causes Delays?

• Peak seasonal volumes
  
  
• Parts required for repair
  
  
• Grey area between wear & defect
  
  
• Miscommunication (rare, but reported)
  

Most cases resolve quickly and smoothly.