FAQ

Product Warranty

↑ topSubmitting a Warranty Claim

To submit a warranty claim, please fill out the Return Authorizations Form

If you have any questions regarding a warranty claim submission please review the policy below or contact our Customer Service Department online or 1.800.432.1335.

 

↑ topConsumer Warranty Policy

Lifetime Guarantee

Our Lifetime Guarantee covers all Sombrio apparel products against manufactures defects for the expected life of the product. If something should happen to your Sombrio gear (purchase from the 2016 apparel collection or later), just return your gear to the original place of purchase for a replacement of equal value.

What is covered:

  • Any apparel purchased from the 2016 collection or later that has experienced the following:
  • Tears or rips at seams;
  • Faulty stitching; and/or
  • Faulty zippers, buttons and/or snaps
  • Original inside care label must be intact.

Standard Warranty

All SOMBRIO apparel from the 2015 collection and earlier and SOMBRIO accessories are covered for one full year from date-of-purchase to the original owner from an Authorized Dealer or Authorized Online Retailer.

We always recommend that your return to the original retailer for SOMBRIO warranty inquires.

  • SOMBRIO will only replace with same model / size on item(s) purchase within one year through an authorized dealer or online retailer. If the requested item is out of stock it may be necessary to warranty the item with a comparable style or colour.
  • SOMBRIO will pay the shipping costs for replacement items. We ship all return warranty items via UPS ground with Signature Required.
  • SOMBRIO will NOT give cash refunds to any consumers for warranty item(s). Consumer warranties are replacement only.

Please be aware of claims that are not subject to warranty:

  • Damage caused by general wear and tear
  • Damaged caused by general wear against abrasive surfaces such as Velcro, Bag straps; rough seams or a rip on one's saddle.
  • Damage to fabric caused by UV (Sunlight), Chlorinated Pools, Bleach, Fabric Softeners, Dry Cleaners.
  • Rips, Burns, Tears and Damages due to accident, improper size choice, normal wear and tear, improper care, mis-use, or the natural breakdown of colors and materials over time.
  • Any item sold at a factory sale are final and not subject to warranty.

Special Note: SOMBRIO does not repair product or credit repairs done locally through retailer's discretion. However, we will try our best to provide a replacement upon our customer's request.

↑ topLimits of Responsibility

We accept no responsibility for user-initiated damage and/or loss of parts incurred during operation or use of product.

↑ topDefective Items

A defective item is one that is inoperable but has no apparent damage. If you receive defective merchandise, please reference SOMBRIO's Warranty Policy.

Pricing & Payments

↑ topPrice and/or Description Changes

  • All prices, pictures, and descriptions on this website are subject to change. We maintain no responsibility for inadvertent errors. Please contact us within 30 days regarding price or promotion discrepancies.
  • When you place your order with us, you agree to the price and terms indicated on this website. Price differences related to future or past prices in our store or any other store are not refundable.

↑ topErrors on SOMBRIOCARTEL.COM

Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. SOMBRIO reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.

If your payment has already been processed for the purchase when your order is cancelled, SOMBRIO will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

↑ topSales Tax

All orders are subject to local sales tax.  Sales tax may be applied to your order if it ships from the same state or province as your shipping address. Sales tax may be applied to shipping and handling charges.

↑ topPayment Security Procedures

The Shopify service has built-in security measures to protect your information from loss, misuse and alteration. We use industry-standard practices, such as encrypted storage and password protection systems, to safeguard the confidentiality of information.

↑ topPayment Methods

The following credit cards are accepted by SOMBRIO:
  • Visa
  • MasterCard
  • American Express

PLEASE NOTE

  • When you use a credit card to place an order, the billing address you provide must match the billing address that is on file with the financial institution that issued the credit card.
  • If a credit card authorization fails, we reserve the right to cancel your order without notifying you.
  • It is your responsibility, as a consumer, to settle credit card problems with the issuing institution, and then place the order again when the problem is resolved.
Shipping & Returns

↑ topReturn Shipping Information

↑ topAPO, FPO, and PO Box Addresses

SOMBRIO cannot ship to Postal Boxes (APO, FPO and P.O. Boxes). Within the USA, order will be sent with either FedEx or UPS, sent with ‘Signature Required’.

↑ topShipping Methods & Charges

SHIPPING SERVICE:
  • All orders are sent via Standard Shipping.
  • A Standard Shipping and Handling charge of $10 CND / $8 USD will apply to all orders.
  • Any orders that are over $100 CND /  $75 USD (subtotal) will receive free shipping and handling.
  • All orders will be sent FedEx or UPS.
DUTIES AND BROKERAGE:
  • Any duties, import charges and/or brokerage fees incurred on packages shipped to Canada (or the US) are paid by SOMBRIO. 
SHIPPING TERRITORY:
  • SOMBRIO only ships to the Unites States* and Canada.
  • We do not currently deliver to PO boxes, APO (Air/Army Post Office) boxes, FPO (Fleet Post Office) boxes or freight forwarders.
*United States includes: Hawaii, Alaska, Puerto Rico, Virgin Islands and Guam. Excludes the regions: Marshall Islands, Northern Mariana Islands, and Palau. SHIPPING RESTRICTIONS:
  • SOMBRIO cannot ship to PO Boxes (APO, FPO and P.O. Boxes).
  • Order will be sent with 'Signature Required'.
  • We reserve the right to refuse any sale at any time.

↑ topOnline Store Return Policy

Returning Merchandise from sombriocartel.com
In order to return items please print and fill out the Return Authorization Form to receive your Return Authorization and shipping label. You do not need to call SOMBRIO to receive a Return Authorization Number. We are not responsible for items that do not return to our facilities. You can return only new, unused items within 30 days of delivery for a refund. Unless otherwise noted, the refund will be for the full value of the returned items less return shipping fee. Shipping and handling fees will not be refunded.
  • Only unused / unwashed products may be returned.
  • Items purchased at a promotional price are non-returnable.
  • Product tags must be attached.
  • Return in their original product packaging, to the fulfillment center identified on the order's packing list.
  • Credit for the returned items is applied to the credit card that was used to make the purchase. Returns will be applied to the purchasing credit card within 5 to 10 days of the date that the return is accepted by SOMBRIO.
  • Any Back-order item(s) will be cancelled from the order.
Note: You can only create a Return after an order has been marked as shipped. If you are unsure or for more information please contact SOMBRIO head office returns department (1.800.432.1335).
Holiday Returns
Unworn, regular-priced items purchased from sombriocartel.com between November 1 and December 31 of each calendar year are returnable until January 31 of the following year. Please include your web order number when delivering your gift to its recipient.
On Sale Items
Items purchased at a discount as part of a sale or promotion are not eligible for return, except for Warranty Claims. All on-sale items are guaranteed by our standard Consumer Product Warranty unless otherwise noted.   Start Your Return

↑ topDamaged Items

  • If an order arrives to you with obvious shipping damage, please refuse the delivery. If you have accepted delivery and then find shipping damage, please call SOMBRIO Customer Service immediately (1.800.432.1335).
  • Please save all packaging material and paperwork for the order if shipping damage is a possible issue. If you dispose of packaging material or attempt to return the merchandise without first contacting SOMBRIO, you jeopardize our chances of making a claim, and you may not receive credit for the return.

↑ topOrder Questions or Changes

  • If you have recently placed an order through the SOMBRIO store and need information or would like to change your order please contact us at by email or call 1.800.432.1335.
  • Telephone, postal mail, Fax, and email orders are not accepted.
  • If you cannot use our convenient online shopping catalogue, you may be using an outdated browser. To view content and place orders on our website, we recommend that you use the most recent version of your favourite browser. Options include:  Google Chrome, Firefox, Safari or Microsoft Internet Explorer.
  • Confirm optimum browsers for Shopify
  • SOMBRIO does not accept credit card numbers delivered by email. You should not ever send credit card numbers by email, as it is not a secure practice.
  • COD orders are not accepted.

↑ topReturning Merchandise

Refunds, Credits & Balances Due

As soon as SOMBRIO receives and processes your return, we will notify you via email. Your credit card should be credited within 10 business days of the time that you receive this email. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution’s billing cycle.

Privacy Policy

↑ topIndemnification

You agree to indemnify, defend, and hold harmless SOMBRIO, its affiliates, officers, directors, employees, consultants, and agents from any and all claims, liability (including product liability), damages, and/or costs (including, but not limited to, attorneys' fees) that arise from your use of any of SOMBRIO's services.

↑ topCollection of Information

The SOMBRIO website collects information about the use of the service in order to provide a secure and personalized experience. For example, we collect customer name, purchasing records, and shopping patterns. We may collect Information when you:

  • Place an order; or,
  • Send email messages or other information to us.

Like many other websites, SOMBRIO uses a standard technology called "cookies."  Cookies are small pieces of information stored on your hard drive and not on our site. They can help make your Internet experience quicker and more convenient. Cookies allow you to keep shopping cart information independent from our servers. Cookies help us understand how customers use the service, which allows us to improve and tailor the service. You will not be able to use the SOMBRIO web services if you disable cookies.

↑ topDisclosure of Information

We do not sell, rent, or loan your information to third parties without your permission. So, for example, we do not sell your email address or other information to mass marketers. Members of SOMBRIO will be allowed to contact you with special offers and information related to products you have bought or shopped for on the website.

↑ topPrivacy Protection For Children

SOMBRIO does not provide service to minors.

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