How do I initiate the returns/repairs process?

To initiate a product return, repair or warranty case, please contact our Customer Expereince team at 1-800-526-0532 or through our online form. When reaching out, please have your Mustang Survival order number ready. For repairs and warranty claims, be sure to include all relevant details along with photos of the issue. For online orders, a return label is included by default. 

Items may be returned if:

• The products are unwashed and unused (you can of course try the item on for fit)
• The product is in its original undamaged packing (a carefully opened package is fine)
• All tags are attached
• The product is complete (e.g. both items of a pair must be returned)
• You have kept your proof of postage in case the return is lost in transit

Please note:

• Returns of inflatable PFDs require testing upon return to verify they are in working order and a 15% restocking fee will be deducted from credits on returns of inflatable PFDs
• Rearm kits may not be returned
• Gifted products can only be refunded to the original purchaser
  
  

Warranty Periods

What our Warranty covers

Products with defects in materials or workmanship will be replaced or repaired at the discretion of Mustang Survival for the defined warranty period of the product.

The warranty excludes products damaged due to normal wear and tear, unauthorized modifications or alterations, improper use, improper maintenance, accident, misuse, negligence, damage, or if the product is used for a purpose for which it was not designed, or used not in accordance with the product instruction. Unauthorized product modification automatically voids the Mustang Survival warranty.  Damage due to wear and tear may be repaired at a reasonable charge.

Mustang Survival will use reasonable discretion to determine the validity of warranty claims. Each situation is different and is up to the discretion of Mustang Survival to determine whether a product has a manufacturing defect or if it is suffering wear and tear. In the case that a product does have a manufacturing defect deemed by Mustang Survival and is repairable, Mustang Survival may choose to not replace but to repair the product free of charge. The decision on whether to repair or replace a product is solely up to the discretion of Mustang Survival. 

The warranty applies to the original purchaser only and proof of purchase is required. Mustang Survival products purchased from unauthorized retailers, online auction sites, or as second-hand items are not covered under warranty.

The only obligation or liability of Mustang Survival under this limited warranty is to repair or replace the product and Mustang Survival shall not, under any circumstances be liable for loss of use or any consequential damages sustained by the Customer.  All other warranties expressed or implied, and remedies with respect to the condition or use of the product, which might otherwise be provided by law in any jurisdiction, are specifically excluded. 

This warranty applies to recreational and commercial/industrial products. Note: A recreational product used in a commercial/industrial environment will only be covered for 1 year against defects in materials or workmanship.

The warranty for products supplied under government or special contracts depends solely on the warranty agreed to as part of that contract.

What does Practical Product Lifetime mean?

Practical Product Lifespan means the usual and customary wearable life of the product. The Practical Product Lifespan does not mean for your lifetime or mean a time period that is indefinite. The manner in which the product is used directly impacts the usual and customary wearable life of the product, as materials will deteriorate and fade over time and parts will wear.

Practical Product Lifespan will be determined in the reasonable discretion of a Customer Service representative who shall take into account at least the following factors: the type and nature of the product, the nature of the use of the product, nature of the product issue involved, and age of the product.