We are dedicated to offering high-quality products, but the warranty period varies per manufacturer.
If you think a product is faulty and still under warranty, please fill out the form below with the date ordered, order number (if possible), and product code/description.
What Happens Next?
Our client support team will check the warranty period of the product with our procurement team and confirm if we can replace it free of charge.
We cover the return shipping costs for any faulty goods. If a product is faulty due to workmanship, we will replace it at no cost to you. We aim to make this process smooth and usually process a replacement order within 2 working days.
In some cases, we may arrange to collect the faulty goods and have them inspected by our manufacturing partners. This helps us understand how the PPE was used and if it was suitable for the task. During our quarterly review meetings, we discuss such cases to better understand your needs and recommend more suitable products if necessary.
All our own brand Onyx products come with a 12-month warranty. This warranty covers any faults in workmanship and materials. If an item fails within this period due to these issues, we guarantee a free replacement.
To help you get the most out of our products, we provide educational materials on proper care and maintenance. Our online portal offers tailored product descriptions to help staff choose the right equipment for their roles, like ballistic trousers for refuse collection.
We also offer free toolbox talks on topics such as correct product selection, safe equipment usage, risk awareness, and proper PPE storage and maintenance.