Product Faults & Warranties
Product Faults & Warranty Policy
Indigo Workwear takes genuine manufacturing defects seriously. However, not every product issue or product failure is a manufacturing fault or valid warranty claim.
Indigo Workwear is a retailer and does not manufacture the products we sell. Fault and warranty claims require physical inspection of the product and may also require assessment and approval by the relevant brand.
What Qualifies as a Manufacturing Fault
A product may be considered faulty where:
- A genuine manufacturing defect is identified.
- The defect affects the product's structural integrity, safety or intended performance.
Reporting an item as "faulty" does not automatically entitle the customer to a refund, replacement or credit. The product must first be physically inspected.
What Does NOT Qualify as a Manufacturing Fault
Examples of issues that may not constitute a manufacturing defect include:
- Normal wear and tear
- Damage caused by heavy use, misuse or impact
- Improper care, cleaning or maintenance
- Comfort issues or personal fit preference
- Incorrect sizing
- Minor cosmetic imperfections
- Industry-standard size variations
- Deterioration caused by the working environment or conditions of use
- Colour variations caused by lighting, photography or production batches
- Differences between how colours appear online and in person due to screens, devices or display settings
Fault & Warranty Claim Process
If you believe your footwear has a manufacturing fault:
- Email orders@indigoworkwear.com.au with your order number and a brief description of the issue.
- Our customer service team will provide instructions for returning or presenting the footwear to our store.
- The footwear must come back to Indigo Workwear for physical inspection.
We do not assess or approve footwear fault or warranty claims from photographs. Physical inspection of the footwear is required for all claims.
Customers may either bring the footwear to our store personally or arrange for it to be sent to us.
Returning Footwear for Inspection
Customers are responsible for arranging and paying the cost of sending footwear to Indigo Workwear for fault or warranty assessment.
We do not provide prepaid return labels for warranty assessments.
The footwear must be returned in a condition that allows the alleged fault and the overall condition of the product to be properly assessed.
Once received, the footwear will be inspected and, where required, referred to the relevant brand or brand representative for further assessment.
Brand Assessment
Different brands have different warranty procedures, assessment criteria and warranty periods.
Some brands require their representative to physically inspect the footwear before making a decision. Others may require the product to be sent to them for further assessment.
Indigo Workwear will coordinate this process where required, but we cannot guarantee or predetermine the outcome of a brand assessment.
Warranty Coverage
Warranty coverage varies between brands and products.
Customers should not assume that because footwear has failed within a particular period — including within six months of purchase — it automatically qualifies for a replacement, refund or credit.
The cause of the failure, condition of the footwear, nature and extent of use, and the relevant brand's assessment may all be considered when determining a claim.
Nothing in this policy is intended to exclude or limit any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
If a Claim Is Approved
Where a claim is approved, the appropriate remedy will be determined in accordance with the applicable consumer guarantees and/or the relevant brand's warranty process.
Depending on the circumstances, this may include a repair, replacement, refund, or Indigo Workwear gift card for the approved value.
If a Claim Is Rejected
If inspection determines that the issue is not a manufacturing defect or is attributable to wear and tear, misuse, damage, environmental exposure, improper care or another excluded cause, the claim may be declined.
If the customer requires the footwear to be shipped back after an unsuccessful assessment, return shipping will be at the customer's expense.
Important Acknowledgement
Before purchasing from Indigo Workwear, please understand our warranty process:
- All footwear fault and warranty claims require physical inspection.
- Photographs are not accepted as a substitute for returning the footwear for assessment.
- Customers are responsible for getting the footwear to Indigo Workwear for assessment.
- We do not provide prepaid labels for warranty assessments.
- Brand assessment and approval may be required.
- Warranty outcomes cannot be guaranteed in advance.
If this process does not meet your expectations, we respectfully recommend purchasing from a local retailer where you can manage any future warranty matters directly in person.