Repairs service & warranty policy

We want you to enjoy your FINDRA item for as long as possible, making it good for you and the environment, that’s why we offer a repair service on all of our 100% Merino and Merino Lite products – please visit our Repair Service page to read about our repair service and complete the repair form.

Accidents and wear and tear is a natural process for any article of clothing. That’s why we offer a repair service on any FINDRA Merino knitwear and Merino-Lite. This allows you to continue to enjoy your garment for an extended period of time as well as being able to do your bit to help support a less disposable throwaway culture and impact on the planet.

Please note we are as yet unable to offer repairs on torn or ripped synthetic fabrics.

To book a repair, just follow these simple steps:

  • Visit the Repairs Service page.
  • Download and print the Repair Form PDF.
  • Click ‘Add to basket’ then follow the checkout process to make a payment and select ‘Collection from Innerleithen Shop’ to ensure free shipping.
  • Fill out the printed PDF form, remembering to include the order reference ID from your email receipt. If you don’t have a printer, write down the details requested in the PDF on a blank piece of paper.
  • Send your garment along with the completed form to the address below:

Repairs Service
FINDRA Clothing
The Wool Store (1st Floor)
Tweedvale Mill West
Galashiels Road
Walkerburn EH43 6AA

 

What happens next?

Please allow a 2-week turnaround time from when we receive your garment. Repairs are returned by 48-hour Royal Mail courier service, delivered to the address provided on the printed PDF form. An email notification will be sent to the email address provided on the PDF.

If it is not possible for a repair to be made, we will notify you then make a refund and return your garment at no charge.

The process for returning an item to us to be repaired is the same as set out in ‘How to send an item back’ on our Returns Policy page using the Royal Mail Tracked Returns service: Royal Mail Tracked Returns.

Please note there is a charge of £12 (per item) for the repair service, which does not include the postal costs for receiving and returning the item and the repair.

Warranty Issues

FINDRA is committed to design and produce high-quality products and stands behind the quality of the products it produces and sells. There may be occasions when manufacturing faults can and do occur. If you think your product has suffered a manufacturing fault, please contact us. Items that are damaged as a result of excessive or long-term usage are not considered faulty.

If your return is due to a manufacturing flaw, please contact us by email and provide any photographic evidence to support your return. Our email address is hello@findraclothing.com.

Our warranty period covers an item that has been bought within the previous 6 months.

If we can’t repair the faulty product, and we are satisfied that the fault has not been caused by customer use/damage, then we can discuss with you the option of a replacement product or a full refund.

Please use the Royal Mail tracked returns service to return your item to us using this link: Royal Mail Tracked Returns

Please ensure you also enclose your name and order number info with the item you are sending back.

Using a courier of your choice

You can also send a return using a delivery service of your choice to the address below:

FINDRA Clothing
The Wool Store (1st Floor)
Tweedvale Mills West
Galashiels Road
Walkerburn EH43 6AA

If you choose to make a return using a delivery service of your own choice, we strongly recommend that you acquire a PROOF OF POSTAGE receipt and retain this until you receive an email confirmation that we are processing your return. Please note, this service can take 4-6 working days to be delivered to us, and please avoid using timed deliveries.

If you have purchased from a FINDRA Clothing retail partner, then they must arrange your return to us.