Contact Warranty
WHAT IS COVERED UNDER WARRANTY?
Heroes and Tails offers a limited one-year warranty that guarantees all products to be free of defects in material and workmanship starting on the date of purchase from an authorized retailer.
Heroes and Tails will replace any products found to be defective within the range of common and everyday use. Our warranty does not apply to damage caused by accidents and/or wear and tear, fading. Our only responsibility shall be limited to the refund or replacement of the defective product.
The limited one-year warranty only applies to products that have been purchased from Heroes and Tails online store. All warranty claims must be accompanied by the original purchase receipt.
Warranty is automatically voided if any modification, change or alteration has been made to the product. Modification include but are not limited to additional neck sizing, and color touch ups.
When filing a warranty claim directly through Heroes and Tails, please submit high quality photos and a clear description of the defect.
FILING A CLAIM IN CANADA OR THE UNITED STATES
If you are located in Canada or the United States, photographs of the defect are required. Once the photos of the defect are inspected and the warranty claim has been approved, we will issue the consumer a discount code to our online store for the corresponding monetary value of the item. The value of the discount code will be equivalent to the MSRP (manufacture suggested retail price). The discount code will only be valid for a single use and will expire one year from the date of issue.
All warranty products must receive an RA number prior to receiving a credit for replacement.
INTERNATIONAL CLAIMS
If you are located outside of Canada or the United States, photos of the defect are required. Once these images have been inspected and a review of the defect description has been completed, we will begin to process claim. Please allow up to 48 hours to be contacted.
REPAIRING AN ITEM
Repairs are considered on a trial by trial basis and will repair rivets. All approved repairs will be shipped back at your own expense. However, if you do not wish to continue with a full warranty claim, you may have your item repaired by a third party at your own expense. Please note that Heroes and Tails will not accept responsibility for the cost of the repair.
Here at Heroes and Tails all warranty claims are dealt with as promptly as possible. Most claims are completed within 5 business days, however, during peak retail seasons such as Christmas and back to school, warranty claims may take an additional 4 – 5 business days. We thank you for your patience.
