Product Claims / Manufacturing Defect Policy
Product Claim Policy
What is a product claim?
A product claim concerns a manufacturing defect or product issue that is not the result of normal wear, misuse, accident, improper care or external damage.
Claim Period
Manufacturing-defect claims should be reported within 3 months of purchase.
Claims reported within 1 month may be eligible for a full product-value remedy where the defect is established. Claims reported after 1 month and within 3 months are subject to inspection and assessment of the defect, usage and repairability.
Normally Not Covered
- Rough or improper use.
- Cuts, scratches, punctures, burns or other external damage.
- Damage caused by animals, sharp objects or chemicals.
- Normal wear and tear, including expected creasing, sole wear or deterioration from regular use.
- Damage resulting from failure to follow care instructions.
How to Raise a Claim
- Contact care@idcult.com with your order/invoice details and a clear description of the issue.
- Provide clear photographs/videos if requested.
- The product may be requested for physical inspection.
- Assessment considers the defect, usage, age and repairability of the product.
Resolution
Depending on the assessment and applicable consumer rights, the resolution may include repair, replacement, credit or refund.
Where a product is not repairable, the remedy will be determined based on the claim assessment and the circumstances of the case.
Proof of Purchase
An order number, invoice or other reasonable proof of purchase may be requested when raising a product claim.