Terms & Conditions for The North Face
Product Repair Service
1. What is this document? Why does it matter?
These terms and conditions (“Terms”) regulate of repair service for your The North Face products out of warranty (“TNF Products”). When you request a repair of your TNF Product at our TNF Store, VF ask you to confirm your acceptance of these Terms and, if you do, a contract is formed between you and us, subject to these Terms. So, it is important that you read these Terms carefully before ask for a repair service for TNF Products.
Please also note that your use of the service is also governed by our privacy policy incorporated in these Terms below.
2. Who we are?
In these Terms “VF” or “TNF” means the company of the VF Group responsible for offering repair service to consumers.
This service is provided by VF Northern Europe Services Ltd a company registered in the United Kingdom with its registered office at Park Road East, Calverton, Nottingham NG14 6GD.
3. Service Description
VF offers a repair service for The North Face products that are out of warranty. This service is carried out in United Kingdom by thanks to the collaboration with our service provider:
PROLONG SAS, 5 Boulevard des Bouvets, 92 000 Nanterre, France (“Service Provider”)
And thanks to the collaboration of dedicated workshops:
ACS Clothing Limited, 6 Dovecote Road, ML1 4GP Motherwell, United Kingdom (“Workshop”)
4. Product Pickup and Delivery
If you would like to use the service, you are required to bring the TNF product to be repaired to our TNF-enabled stores.
Depending on the severity of the damaged TNF product, store team will, at his discretion, first evaluate the repair feasibility, the service needed and, based on this, store team will provide you the service price. If you agree with the price proposed for repairing the damaged product, you provide the necessary personal data as well as the damaged product to the store so the store team will be able to register and issue your request through the Service Provider.
Once the Store Team has completed the request, the selected Workshop will again evaluate the repair feasibility based on the product’s pictures provided through the Service Provider platform. During this phase you will leave at TNF Store your TNF product to be repaired, being conscious that the request could be rejected.
In case of rejection, you’ll be notified and reminded by email to pick-up your product in the store where the service has been requested.
Pick-up responsibility is on you, to be performed within 30 calendar days after the drop off. After this deadline, you’ll lose the ownership of the product, that will be recycle/donated through TNF “Take back” program.
If the selected Workshop confirms the repair feasibility of your product, this will be shipped to the Workshop through our carrier partners.
Please note that the frequency of the logistic service may vary depending on the number of repair requests required, with a minimum of one weekly shipment in case of product availability.
5. Product Repair, Return and Payment
Service payment must be performed through store’s POS once the product has been dropped off and the service price has been defined by the store team and agreed with you. If after the evaluation phase, the workshop should refuse the repair, payment will be returned during the product pick-up, not later than 30 calendar days after the drop off.
Once the product is repaired, The Service Provider, on behalf of VF, will notify you via email address that you have provided in the request. The notification will inform you that the product has been repaired and the day you can pick-up your product at the same TNF store where you made the repair request.
You shall then collect your repaired TNF product within 30 calendar days. During this 30 days time frame, Service Provider will recurrently remind you via email to perform the pick-up. If your TNF product is not retrieved within the 30-day period, the products will be recycled/donated via the “take back program” we have in place in our TNF stores and the service payment will not be returned.
In the event that the repair fails to meet your satisfaction, VF will, at its discretion, assess whether you have valid reasons for being dissatisfied if the repaired TNF product does not meet the market standard of a second-hand product. In cases where you have a reasonable claim, VF will accept the return of the item without imposing any charges.
6. Who can I call if I have problems with the repaired TNF Product or if I want to make a complaint? Does VF offer after-service customer support?
If you experienced problems or want to make a complaint regarding the service, the repaired Product, the return or if you simply need after-service assistance, you can contact VF’s Customer Care here.
7. What is VF’s liability if something goes wrong with the service or the repairing of your TNF Product?
Our liability for damages caused by slight negligence shall, irrespective of its legal ground, be limited as follows: (i) VF shall be liable up to the amount of the foreseeable damages typical for this type of contract due to a breach of material contractual obligations; (ii) VF shall not be liable due to the slightly negligent breach of any other duty of care applicable.
The above limitations of liability shall not apply to any mandatory statutory liability and liability for culpably caused personal injuries. In addition, such limitations of liability shall not apply if and to the extent VF has assumed a specific guarantee. The above provisions shall apply accordingly to VF’s liability for futile expenses.
In any event, you shall take adequate measures to avert and reduce damages.
Please also note that VF cannot be held responsible for delays or failure to perform their obligations under these Terms if such delay or failure is caused by any circumstances beyond their reasonable control, including, for example, natural disasters, war or civil disturbances, strikes, pandemics, government intervention, failures of their supplier(s), failure by you to give VF a correct information or to effect due payments. VF will inform you of any such unforeseen events as soon as possible after they occur and will do their best to reduce the impact on their performance as reasonably possible. Should this interruption continue beyond a period of 2 weeks, you will be entitled to cancel request of repair and get a refund.
Nothing in these Terms shall affect your statutory rights as a consumer, and nothing in these Terms shall exclude or limit any liability of VF that cannot be excluded or limited pursuant to the applicable law.
8. Is my personal data collected and processed? Why? How?
By placing your request for the repair service, you are required to fill out a form hosted by the Service Provider, and you acknowledge that VF may store, process and use your personal data. You will provide to VF your personal data such as your name, surname, email, and phone number.
The processing of your personal data, as necessary to enable the repair service, will be carried out by VF, in its capacity as Data Controller. Furthermore, upon prior express consent from the relevant Entrant, personal data may be processed also for profile-based marketing purposes VF International Sagl, with registered offices in 5, Via Laveggio, 6855, Stabio, Switzerland, in its capacity as Data Controller.
Consent to the processing for profile-based marketing activities is optional, and a denial will not negatively affect request of the service.
The Service Provider would as a data processor, on behalf of VF, providing a service and processing data exclusively on behalf of VF.
Personal data will be processed in compliance with the current laws and regulations applicable to the processing of personal data, including the EU General Data Protection Regulation N. 679/2016 (GDPR) and Uk Data Protection aft 2018 (UK GDPR) and retained for the time necessary to fulfil the data processing purposes herein described, except when longer or shorter retention periods are provided for by law.
For further information on the processing of personal data, you can consult our Privacy Policy and/or contact our Privacy Office EMEA at privacy_europe@vfc.com.
In case you have a complaint about the processing of your personal data, you have the right to lodge a complaint with a competent supervisory authority.
9. What is the applicable law? And where can I bring proceedings?
These Terms shall be governed in all respects by the laws of United Kingdom, without regard to its conflicts of law provisions, including without limitation local legislation implementing the Consumer Rights Directive 2011/83/EU as amended. The competent courts of this same country shall have exclusive jurisdiction in connection with any dispute arising out of the service offered.
10. Mandatory consumer information on dispute resolution
VF are not willing nor obliged to participate in any dispute resolution proceedings before a consumer arbitration panel.
11. Warranty
For the service provided, VF applies a 6-month product warranty for the repair service rendered, unless longer terms are provided by local regulations. This warranty will cover any defects that occur within 6 months of the repair and always related to the repair made.
Please note that the warranty does not cover damages:
- which may arise within the time limit and which are not directly related to the repair.
- arising from misuse, abuse, alterations, or repairs not authorized by TNF.