How to file a warranty claim for your thirtytwo productUpdated an hour ago
Did you buy from eu.thirtytwo.com or from a retailer?
The warranty path depends on where you bought your product. This is the most important thing to determine first.
Purchased from eu.thirtytwo.com (our webstore)
Submit your claim directly through our warranty form:
In the form, select "Warranty claim" as the reason, and include:
- A short description of the defect
- 4 clear photos: 1 of the full product + 3 close-ups of the defect
- Your order number (found in your confirmation email)
Once submitted, our team will review and respond to you by email.
Purchased from a physical shop or third-party retailer
Please contact the retailer directly to start your claim. thirtytwo cannot process warranty claims for products not purchased through our webstore. The retailer will handle the claim on your behalf.
If the retailer is no longer operating or unresponsive, contact our customer service team and we will do our best to assist you.
Purchased from an unauthorised seller (e.g. eBay, Vinted)
Products purchased from unauthorised resellers are not covered by the thirtytwo warranty. Coverage applies to the original purchaser from an authorised channel only.
What does the thirtytwo warranty cover?
All thirtytwo products purchased from our webstore are covered by a 1-year warranty against manufacturing defects in materials and craftsmanship.
Examples of covered defects:
- Faulty stitching or seam failure
- Sole separation not caused by impact or misuse
- Defective materials (e.g. liner delamination, shell cracking from a manufacturing fault)
- BOA® system failure — note: BOA® offers its own Lifetime Guarantee directly. You can also claim through boafit.com/support for faster resolution
- Zipper failures on outerwear (manufacturing defect)
What is NOT covered by warranty?
- Normal wear and tear — outsole wear, upper scuffs, fading from use
- Accidental damage — impacts, cuts, tears from crashes or misuse
- Water damage from improper care or storage
- Cosmetic damage that does not affect product function
- Modifications or third-party repairs
- Damage from incorrect sizing — pressure points or wear caused by wearing the wrong size
Not sure if your issue qualifies? Submit the claim with photos anyway — our team will assess it and let you know.
What proof do I need?
- Your order number or proof of purchase
- Clear photos of the defect (1 full-product shot + 3 close-ups)
- Product model name and size
What happens after I submit?
- Our team reviews your claim and photos.
- We may ask for additional information or photos.
- If approved, we will offer a repair, replacement, or store credit depending on stock and the nature of the defect. In many cases you may keep the defective item.
- If not approved, we will explain why and advise on any paid repair options.
For return shipping once a claim is approved, see: How do I return the warranty item?
How long does the process take?
We aim to review claims within a few business days of submission. During peak season (November–February) response times may be slightly longer. You will always receive an email once a decision has been made.
My boot broke after only a few uses — is that covered?
Early failure of materials (stitching, sole, shell) within normal riding conditions is generally considered a manufacturing defect and would be covered. Submit your claim with photos and we will assess it. The more detail you provide about how and when the failure occurred, the faster we can resolve it.