Gregory guarantees that your product will be free from defects in materials or workmanship, for as long as you own it. The Gregory warranty does not cover damage due to unreasonable use or improper care. (Sorry, no free repairs if you have been using your pack as a feed bag for bears or cleaning it with white gas).
For warranty repair evaluation, your product will need to be evaluated by our Authorized Repair Center. Please note any shipping costs to the repair center will be your responsibility.
The Authorized Repair Center will make the final determination on the status of the product with the possible following outcomes: If the product is repairable and covered under warranty, the product will be repaired at Gregory’s expense and returned to you. If the product is not repairable and is covered under warranty, you will be contacted via email in regards to receiving a comparable warranty replacement at no cost to you. If the product is repairable and not covered under warranty, you may either have the product returned to you un-repaired, or have the product repaired at your own expense. This will be communicated to you by the Authorized Repair Center via email. If the product is not repairable and not covered under warranty, you can elect to have the Authorized Repair Center send the product back to you un-repaired, or you may ask the Authorized Repair Center to dispose of the product. This will be communicated to you by the Authorized Repair Center via email. You will need to ship your products to our Authorized Repair Center. We recommend using a carrier that will provide you with a tracking number. To move forward with this process, please CLICK HERE to create your repair request.
Please complete our CONTACT US page with details of your spare parts request. Be sure NOT to include any credit card information via this page. A team member will contact you by phone to obtain this information securely if necessary within 2 business days. For faster service, copy and paste the below questions, followed by your answers into the COMMENTS SECTION of our CONTACT US page: Contact Phone Number(s) E-mail Address Return Address Type/Model of Backpack Type of Part Needed, e.g. 20mm buckle Color of Part Any Descriptive Text Found on the Part Year Backpack was Purchased It is important to be as descriptive as possible as "black buckle" will typically not be enough to determine which black buckle you are in need of. Please be aware that all requests will be filled, subject to availability.