Warranty

Thank you for buying from The Tortoise. 
We really hope you enjoy our merch or stove accessories, and if you bought some spares, then our intention is that they perform and last like the OEM parts originally fit to the stove. If however you do have an issue, then please refer to the below information for a brief breakdown of our warranty policies and your next steps to action any relevant process:

Stove accessories:

All our stove accessories are simple,  high quality and supplied with a limited guaranteed against manufacturing faults for a period of 1 year and damage occurring on or before delivery.

Merchandise:

The Tortoise merchandise is manufactured in the UK and comes with a limited 1-Year Manufacturing WarrantyCoverage: We warrant all apparel products to be free from defects in materials and workmanship for one year from the original date of purchase. This includes faulty zippers, broken snaps, and defective stitching or seam failures under normal use.
If a valid defect is found, we will either repair the item or replace it with the same or a comparable style.

Firebricks:
Bricks are not warrantied, as (like tyres on a car) their life-span is dictated entirely by the use they are subject to. If you have an issue with our bricks, we will always seek to find fair solutions, but unfortunately “fair” will not always mean that we can find in your favour. All bricks will be free from fault on delivery, and individual replacement bricks will be sent at our cost if this is not the case. 

Stove glass: 

Stove glass is made by Neo Ceram in Japan or Schott Robax in Germany.
It is all 4mm thick and made to a dimensional tolerance of 1mm.
This glass is generic and is therefore plain and clear ceramic glass. This means it will not include OEM etching, logos, blacked out areas or other decoration that may be present on any original OEM glass.
Our glass is cut to the sizes you’ve requested. It is therefore non-refundable, you must double check the total width and length and confirm that the sizes you’re looking at correlate with your glass. If there are any discrepancies or questions please do not hesitate to message us at hello@thetortoise.net
Stove glass is a consumable part and will be free from faults, scratches and breaks on delivery, but from there it is not covered by any warranty. This is due to the fact that glass will only break or fault due to the use it is subjected to. The most common causes of issues come from:
Moisture on the glass mixing with flue gases which can cause acid corrosion or crazing on the glass. 
Over tightening of the glass clips causing a break or scratches on the glass. 
A crack in the glass caused by the door being closed on a protruding log. 
A wavy crack caused by cold water coming into contact with a hot stove glass pane. 

Stove ropes and seals:

Ropes, glues, end sealing tape and seals will be free from scuffs, leaks or other damage upon delivery. The glue will adhere correctly if the fitment instructions are followed, and will not fail if subjected to normal use. Following this, ropes and seals are exempt from warranties as their life span is dictated by the use they are subjected to. That said their life-span will tend to exceed 1 year if they are fitted correctly and used appropriately. 

Exclusions:
This warranty does not cover:Normal wear and tear (such as fading, pilling, or fabric softening).Accidental damage, rips, tears, or burns caused by the user.Shrinkage or damage resulting from improper washing or care contrary to the garment label. Harm to a person due to improper use, scuffs, scratches, or other damage caused during normal use. 

Consumable products including brushes, glass, firebrick, rope, tyres, handles and boxes are all exempt from a warranty/guarantee, following their safe arrival with you. These product’s lifespan is dictated by the severity of use they are subject to, and any damage caused after delivery will deemed the fault of the user and not The Tortoise partnership or its suppliers. 

How to request a resolution to your issue:

Because we supply a number of different accessories the possible faults are thankfully rare, but potentially wide and varied. Due to this we request an e-mail to hello@thetortoise.net, with an image and description that outlines the issue along with your order number (4 or 5 digits) and how or when it occurred. This can then be checked by our staff and providing that this is approved we can action either a repair, replacement part or a complete replacement of the product. This will be done at our cost, however this warranty will not include labour if for example a replacement wheel were to need fitting to The Tortoise Sack Trucks. 

If you have any further questions about our policies or regarding a specific item, please again send them to:
hello@thetortoise.net
And we will endeavour to answer.