Tilley Hat "Lifetime Guarantee"- will it be honoured?

[oldharry]

Has anyone ever tried to test the Tilley Hat 'lifetime guarantee? Mine, which IIRC is about 15 years old is disintegrating, and a 5 cm gash has appeared across the front just above the sweat brim. It also failing at various points where there are folding stress points. For a lifetime guarantee on a hat that has only had intermittent light use that seems to me sooner than I would have expected. Buy one of these things when you are past 60, the advertising claims suggest that it would outlive me! I would think a 20 - 30 year old buying one for regular use would be pushing their luck a bit expecting it to last to my age! (78) But 15 years light use?

Anyway I have got on to their website, found the claim form and am submitting it to see what happens.

Anyone else done this successfully? Or will I be ignored/fobbed off or blamed for abusing it as I half expect to be. Doesnt cost anything to try except possibly the postage. A whole lot cheaper than a new one if I do strike lucky anyway!

 

[GrandadPig]

Has anyone ever tried to test the Tilley Hat 'lifetime guarantee? Mine, which IIRC is about 15 years old is disintegrating, and a 5 cm gash has appeared across the front just above the sweat brim. It also failing at various points where there are folding stress points. For a lifetime guarantee on a hat that has only had intermittent light use that seems to me sooner than I would have expected. Buy one of these things when you are past 60, the advertising claims suggest that it would outlive me! I would think a 20 - 30 year old buying one for regular use would be pushing their luck a bit expecting it to last to my age! (78) But 15 years light use?

Anyway I have got on to their website, found the claim form and am submitting it to see what happens.

Anyone else done this successfully? Or will I be ignored/fobbed off or blamed for abusing it as I half expect to be. Doesnt cost anything to try except possibly the postage. A whole lot cheaper than a new one if I do strike lucky anyway!

I got a shiny new hat after my old hemp finally fell apart. So yes, they really do honour it. Had to pay £6 post and packing fir what is now, a very expensive hat!!

 

[Blue_mischief]

I got a shiny new hat after my old hemp finally fell apart. So yes, they really do honour it. Had to pay £6 post and packing fir what is now, a very expensive hat!!

I’ve claimed a new one twice. However the latest new one is nowhere near the quality of the older versions.

 

[Praxinoscope]

Never had one disintegrate on me so haven’t claimed full guarantee, but they certainly honoured the 50% discount if you lose it and it has been registered, but do they still do this?

 

[CJ13]

I’ve had several new hats from Tilley, when sweat starts to rot the fabric.
The new hats aren’t cotton, so may last longer.

 

[Sandydog2]

I got my replacement this summer. I had to send off pictures of the damage. They agreed the claim quite quickly and then I had to send photos of the hat with the crown cut off and the claim number written on it.

They then authorised me to choose any hat from their website up to a value of £75. I had read that the company has been taken over and not all the hats are made in Canada now so I carefully chose a model which was. It arrived within a few days and is absolutely identical to my old one except I chose a different colour.

Not all the hats on the website have a lifetime guarantee. The one I chose has, so the new hat is covered under the same terms as the old one. I only had to pay a few pounds for postage (£6?).

The whole process was very simple, the only glitch being a few days of no response which it transpired was due to the person managing the claims in the UK only working Wednesday to Friday.

I am rather fond of my old hat so I then stitched the crown back on it...

I was very happy with the service.

 

[Clancy Moped]

I rent out elephants drop me a pm.

 

[Sybarite]

Mine was replaced when the crown started to separate from the rim. Excellent service.

 

[GrandadPig]

I’ve claimed a new one twice. However the latest new one is nowhere near the quality of the older versions.

Very true, my new “hemp” hat is much thinner than the original. But it only cost the postage so no complaints.

 

[Sandydog2]

My new one is 100% cotton duck just like my old one.

 

[Zing]

Read the small print. If I recall correctly there are some tricky requirements. The warranty requires you register it soon after purchase and do you need the original invoice?

 

[GrandadPig]

Read the small print. If I recall correctly there are some tricky requirements. The warranty requires you register it soon after purchase and do you need the original invoice?

I read that but my original was at least 15 years old. No receipt or registration. Had no issues at all.

 

[Porthandbuoy]

My old Tilley hat was disintegrating after 30 years protecting my head in a couple of North African countries, a few ending in 'stan, an east to west crossing of the USA, a couple of years in Australia, South Africa, a fishing trip in Alaska, the crossing of tropical seas and deserts, and of course the midge infested hills and islands of Scotland.
Bleached by the sun, drenched in salt water, sweat, Deet and Smidge the crown was coming away from the brim. I sent it off with a wee letter telling of its adventures and received a new one by return.
As I recollect the only question asked on the form regarding the old hat was "Where did you buy it?" No proof of purchase required.

 

[Wansworth]

Brilliant customer relations with built in anecdote/myth factor.

 

[Spirit (of Glenans)]

Has anyone ever tried to test the Tilley Hat 'lifetime guarantee? Mine, which IIRC is about 15 years old is disintegrating, and a 5 cm gash has appeared across the front just above the sweat brim. It also failing at various points where there are folding stress points. For a lifetime guarantee on a hat that has only had intermittent light use that seems to me sooner than I would have expected. Buy one of these things when you are past 60, the advertising claims suggest that it would outlive me! I would think a 20 - 30 year old buying one for regular use would be pushing their luck a bit expecting it to last to my age! (78) But 15 years light use?

Anyway I have got on to their website, found the claim form and am submitting it to see what happens.

Anyone else done this successfully? Or will I be ignored/fobbed off or blamed for abusing it as I half expect to be. Doesnt cost anything to try except possibly the postage. A whole lot cheaper than a new one if I do strike lucky anyway!

Post deleted

 

[wully1]

They honoured my warranty after a heavy 15-20 odd years of use. The old hat was disintegrating around the top rim. When the replacement dies I’ll buy a new one.

 

[ean_p]

I am rather fond of my old hat so I then stitched the crown back on it...

Excellent........

 

[mjcoon]

I am rather fond of my old hat so I then stitched the crown back on it...

Long live the King!