Support

Guarantee

Every Raven Works garment is covered by the statutory legal guarantee: three years from delivery for orders placed in Spain, and a minimum of two years elsewhere in the EU. If a piece fails because of a defect in the materials or the way it was made, you are entitled to have it put right.

No receipt gymnastics — your order number is enough.

  • What is covered

    Seams that fail without being stressed. Seam tape that lifts or delaminates. Zips and sliders that break in normal use. Fabric that tears without impact. Insulation that migrates or collapses. Snaps, cord locks and adjusters that fail. Membrane failure that is not caused by contamination.

  • What is not covered

    Abrasion, edge cuts, crampon punctures, burns, and anything else classed as accidental damage. Normal wear on cuffs, hems and scuff guards. Loss of water repellency, which is maintenance rather than a defect. Damage from washing against the stated care instructions, or from dry cleaning.

    Care instructions 

  • Your statutory rights

    This is a legal entitlement, not a marketing programme. Under EU consumer law you have at least two years from delivery; in Spain the period is three. Nothing on this page limits those rights, and where the law gives you more than we describe here, the law applies.

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Making a claim

How to make a claim

Email us with your order number, the product name, and photographs showing the problem clearly — one wide shot of the garment and one close shot of the failure.

We assess and reply within two working days.

What happens next

Where a defect is confirmed, the law gives you the choice between repair and replacement, unless one of the two is disproportionate. If neither is possible we refund.

We will always tell you which options are open to you and what each one involves before anything is agreed.

How long it takes

Assessment: two working days from your email. What happens after that depends on the outcome agreed — we will give you a date at the point the claim is accepted.

Gifts and second-hand pieces

The guarantee attaches to the purchase. If you were given a Raven Works piece, the period still runs from the original date of delivery, and we will honour a claim from whoever has the garment.

Something has failed?

Send us the photos and your order number. We will tell you where you stand within two working days.

Make a claim