Our Quality Guarantee

Quality Guarantee

WHAT IS YOUR WARRANTY? We offer a lifetime manufacturer warranty on our custom products. This warranty covers any failure or damage due to materials or construction. We will repair or replace your jacket at our cost if any problem is determined to be under warranty. Our warranty does not cover normal wear and tear or abuse. Our products are built for a lifetime, but accidents happen and we cannot be held accountable for typical weathering, or normal wear and tear over time.

Product Care

IS MY DOWN GEAR WATERPROOF? – With an ultra-lightweight 20D Nylon shell, our custom down jackets and vests are extremely light and comfortable but are not designed to be waterproof. Down doesn’t work well when wet, so customers will want to wear a water-proof shell if they expect to take this gear out when it’s wet. But in the event of a light sprinkle, your jacket has a DWR-coating on it and will be just fine.

HOW DO I WASH MY CUSTOM GEAR? – To keep your jacket looking (and smelling) fresh, machine wash it independently, with cold water, and on a gentle setting, using powdered laundry soap (not detergent...). After washing, remove the jacket promptly and you can dry down jackets independently on your dryer’s gentlest, lowest setting. For our rain, wind, fleece, and all-weather jackets, air dry by hanging it up on a line.

MY QUESTION ISN’T ANSWERED HERE, SO WHERE CAN I GET ANSWERS? – We will be happy to answer any and all questions, simply email us at support@hexacustom.com.