Nau

Thank you for taking the time to share the information in regards to the complaint filed by [redacted] *** We have a very strategic and clear process for all warranty applications that are brought to our store or mailed to our corporate officeThe assessments are done on an individual basis as we take every application and concern seriouslyIt is our Production Team, particularly our Materials Developer is the person whom provides an assessment since they have the experience and vast knowledge of the products intention and performance characteristicsThe Jacket in question was dropped off on May at our Portland Store and received at our office the same day, the customer is immediately notified that an assessment will be given within 3-business daysPlease see attached email correspondence The Production Team determined the Rebound Jacket in question was found to be performing as to be expected: the waterproof membrane rubbed off in the manner that would be caused by excessive abrasionAdditionally, the Materials Developer denoted on the repair form the multiple tiny cuts that were to be found on the front right and left pocket panelsThe combination of the abrasion & cuts the Production Team determined that these issues are not a manufacturing defect, as a result it would not qualify to be covered under our Warranty Policy(*Reference warranty policy on website: https://www.nau.com/warranty please see below ) WARRANTY If your Nau product has a defect in materials or workmanship during the practical lifetime of the product, a repair or online store credit will be offered at the discretion of NauWe respect your judgment when assessing your product and will consider all warranty applicationsPlease note: Our warranty program is only available within the United StatesThe warranty only applies to products purchased by original owner, and any items purchased from warehouse and sample sales are excluded from eligibilityWarranty timelines differ depending on the complexity of repair and the season of requestQualifications: Defects in materials such as zippers, buckles and fabrics, as well as defects in workmanship such as seams, seam tape and constructionAssessment: We will assess your application and respond with warranty or non-warranty status within 2-business daysWe will include specific information regarding repair options and repair turnaround time, if applicable, and will not proceed with any repairs without your prior consentNON-WARRANTY If your Nau product experiences damage from wear and tear, overuse, misuse or neglect, these cases do not qualify for warrantyHowever, we may have the ability to repair the item for a small feeIf interested in repair, please inquire further to learn about possible repair options, repair time and associated costsAlterations are unfortunately not available at this timeQualifications: Rips and tears, fabric fading, abrasions on well-worn areas and general breakdown of the materials over timePlease note: Wear and tear is damage that naturally and inevitably occurs as a result of useAssessment: We will assess the complexity of your repair and respond within 2-business days with possible repair options and repair turnaround timeWe will not proceed with any repairs without your prior consent For non-warranty issues we still have the capabilities to offer repairs though the cost would not be covered by Nau, rather by the customerThis option was presented to the customer and he in return requested the Jacket to be shipped back without the repairs completed If there is any further information needed, please do not hesitate to let me knowThank you for your time Warm Regards, Elisa *Please view attached documents