two guarantees, listed separately

Everything we sell must match its description, be fit for the use a garment of that kind is normally put to, and have the qualities we have stated on its page — including the fabric weight, the fibre composition and the measurements.

how long

two years from delivery of the goods

who has to prove what

for the whole two years, a defect appearing is presumed to have existed at delivery — you do not have to prove it

your remedy, first

repair or replacement, your choice between the two

your remedy, then

a price reduction, or cancellation with full reimbursement, if repair or replacement is impossible, too slow or a serious inconvenience to you

cost to you

nothing — including return carriage

effect of a repair

a repair extends the guarantee by six months; a replacement restarts the two years

This guarantee applies independently of any commercial gesture we might make, and independently of the right of withdrawal.

Separately, we answer for defects that were not apparent at purchase and that either make the garment unfit for its purpose or would have stopped you buying it, or made you pay less, had you known.

how long

two years from the discovery of the defect

outer limit

twenty years from the date the goods were sold

who has to prove what

you show that the defect was hidden, existed at the time of sale, and is serious enough to matter

your remedy

either cancel the sale and be repaid in full, or keep the goods and be repaid part of the price

cost to you

nothing

This is the guarantee to use when something turns out to have been wrong from the start but only became visible later — a seam that was never properly locked, a coating that separates from the base cloth.

We publish the wear characteristics of our garments precisely so that this line is clear rather than argued about after the fact.

• A water-repellent finish wearing out. We state on every relevant page that the finish lasts roughly 20 to 30 washes (15 to 25 on the lightest fabrics), where it goes first, how to tell, and how to renew it. Reaching that point is normal wear, not non-conformity. A finish that fails on the first wash is not.
• Pilling on a fleece face after long use, abrasion where a pack strap sits, or fading from sunlight.
• Damage from snagging, from a fall, or from washing contrary to the care instructions printed on the page and on the label.
• A garment being warmer or cooler than you hoped. We publish fabric and fill weights and no temperature figures, so there is nothing here to fail against.

Conversely, a seam failing in normal use, a zip separating, a coating delaminating, or measurements outside the ±1 cm tolerance we publish are all matters for the guarantee of conformity.

1. 01Email support@ouestactive.online with your order reference, what has happened, and a photograph if the problem can be photographed.
2. 02We reply within one working day, saying which guarantee we think applies and what we propose. If you would rather rely on the other one, say so — it is your choice, not ours.
3. 03We arrange and pay for the return carriage. You never pay to send us something faulty.
4. 04We repair, replace, reduce the price or reimburse, according to what you have chosen and what is possible.

No claim under either guarantee needs a receipt from us: our own order record is proof enough. If we disagree about whether a defect exists, you can take it to a mediator free of charge — see mediation.

Where a zip slider, a cord lock, an instep strap or a drawcord fails, we will send the part and, if you prefer, arrange the repair. We keep those trims for the pieces we currently sell, and we design them to be mechanically fixed rather than bonded so they can be replaced at all — which is also why they appear in the environmental characteristics on each product page.