Hello Everyone,

We're surprised to see this conversation here as we feel that our warranty department went above in beyond to satisfy the customer, given these circumstances:

The customer contacted the warranty department with photos of two Merino items that he purchased from the Outlet section on 9/6/2013 (560 days ago) and 3/19/2014 (366 days ago). The items clearly showed very little signs of wear, save for a few small round holes in each. By our estimation, these holes were very likely due to moths eating the fabric in storage (a common issue with Merino). Moth damage is very easy to identify- small holes close together with missing fabric. It looks just like an ember burn without the burn marks around the edges. The fact that the items spent the better part of up to a year and a half stationary in storage further supported our moth damage assumption. This was not a fabric issue.

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These items did not qualify for warranty coverage for two reasons: Wear and tear/ misuse/ abuse does not fall under warranty, nor do Outlet purchases (More on Outlet Items below).

Even though the items did not technically qualify for return or exchange due to the guidelines above, our Warranty rep made the decision to go outside of policy and make an exception out of courtesy. The exception was to take both items with holes back (plus another piece bought at the same time without holes) for store credit which would have totaled $140.98. A prepaid shipping label was not part of the offer, as this service is reserved for true within-policy warranty claims.

Outlet Items are typically discontinued pieces that are sold at or below manufacturing cost. They are priced to move, and the buyer must decide before purchasing if the savings are worth the loss of warranty/exchange/return. These are all factors that are build into the final cost of a product for pretty much every company that sells anything. Our outlet items sell very quickly and almost everyone who buys them is happy to get a deal, regardless of the conditions.

Regarding the Outlet Policy statement on the Terms and Conditions page, we have realized there was a mistake: The full policy has always been posted in these terms under the Customer Service tab on our website. What we recently realized is that there's another link to what we thought was the same identical page (Terms & Conditions), but there were some discrepancies in the verbiage. This has been updated and we apologize for not catching it sooner.

I hope this explanation helps clear the air moving forward.

Last edited by PatrickM; 03/20/15.