WARRANTY AND SERVICE
OUR COMMITMENT
Your gear should be dependable
when you need it most and help you to stay dry even in the worst weather. Every
piece we design is built with care and tested in real world conditions. Quality
and word of mouth referrals drive our business!
If something isn’t right, we take that as an opportunity to show you how much we care and will work with you to make it right. While we’ll always do our best to go above and beyond, we ask for your understanding that we’re a small business, not a big-box retailer, and our warranty support has to be fair and make sense on both sides. Our goal is simple: to ensure you have the best possible experience with your gear.
OUR POLICIES
CLAIMS & PROOF OF PURCHASE
- Warranty claims should be made directly with San Poncho, even if purchase was made with one of our retailer partners.
- Order number or receipt is required to process any warranty claim.
REPAIRS & REPLACEMENTS
Inspect your order upon receipt, contact us immediately for defects, damages, or wrong items. We'll evaluate the issue and do our best to make it right, right away.
- For issues within the first 30 days, we will provide a return shipping label.
- Beyond 30 days of receiving the order, the customer is responsible for return shipping.
- Beyond 30 days and up to 1 year after purchase, $20 for shipping will be reimbursed if a warranty issue is confirmed.
- San Poncho will pay for shipping back to the customer if a repair or replacement is required.
DWR vs WATERPROOFING
Our ponchos and capes are built with a waterproof, breathable membrane that keeps water from passing through the fabric. The outer face fabric is also treated with a Durable Water Repellent (DWR) finish, which helps water bead up and roll off.
Over time, the DWR treatment will naturally fade due to use, abrasion, body oils, dirt, and repeated exposure to rain. When this happens, you may notice the fabric looking darker or “wetting out” on the surface. This does not mean the garment has lost its waterproofing, the protective membrane underneath is still keeping you dry.
Because DWR is a finish that requires occasional replenishment, a reduction in beading is not considered a defect or warranty issue. Regular cleaning and re-treating with a quality water repellent product will restore performance and extend the life of your garment.
If you're experiencing issues related to DWR, we recommend you first look into our Materials and Care page for information on how to properly maintain your garment