It is one thing for a company to guarantee what it makes. It is quite another for it to guarantee what others make. But that is exactly what we do.
We don't just make a product. We make a promise. If you're not happy with your GORE-TEX® product, neither are we.
Our GUARANTEED TO KEEP YOU DRY™ promise:
If you are not completely satisfied with the waterproofness, windproofness or breathability of your GORE-TEX® product then we will repair it, replace it, or refund your purchase price.
The GUARANTEED TO KEEP YOU DRY® Promise
It’s simple: If you are not completely satisfied with the waterproofness, windproofness, or breathability of your GORE-TEX® product, then we will repair it, replace it, or refund your purchase price. No matter which of our trusted customers makes the product, if it has the GORE-TEX® brand label on it, we have certified that it’s durably waterproof, windproof and breathable performance meets the needs of its intended use. Fairness is one or the core principals of the GORE company. Our promise is one that allows for common sense solutions with a focus on product performance and building lasting relationships with our consumers.
Just that: No water from the outside will get to you on the inside. Whether it’s from a driving rain, a damp bench you happen to sit on, or kneeling in wet grass, water can't penetrate GORE-TEX® fabric. Yet, the fabric will remain breathable, allowing for moisture from sweat to escape. Factoring in reasonable wear and tear as determined by our team, if your GORE-TEX® product is properly cared for and used as intended then you can expect it to remain waterproof, windproof and breathable for its useful life.
No: It applies to waterproofness, windproofness and breathability for the useful life of the product
The membrane will not deteriorate over time, but it can be damaged during your product’s intended activity, or if used for an activity outside of its intended use. Some of our products can accommodate a wide variety of end uses, while others are designed for specific activities. It really depends on you, what you do, and the choices you make: Lack of care can often be the cause of a product no longer having useful life, so it’s important to routinely clean your item and always follow the care instructions. Use your best judgment, if the garment, footwear or glove have worn soles, rips, tears, punctures, abrasions, it may be time to buy a new one. If it looks worn out then it likely is. If you are unsure give us a call or send us an email and we can help make an assessment.
No: Damage such as rips, tears, excessive abrasions and punctures are the responsibility of the end user to have repaired. Broken buttons, zippers, hook-and-loop fasteners, and other defects related to manufacturing should be addressed to the point of purchase or the item’s manufacturer. If damage occurs please contact one of our recommended repair centers or contact us and one of our helpful consumer service advisors can assist you.GORE-TEX® products are an investment in waterproof, windproof, breathable comfort and it’s important to maintain that investment.
No: Part of caring for your product is maintaining the DWR. GORE-TEX® shell fabrics are treated with an ultra-thin treatment called DWR, a durable water repellent polymer that is applied to the outermost fabric layer. DWR penetrates the fibers and lowers the surface tension of the fabric, causing water to bead up and roll off this outer layer of fabric, instead of being absorbed. DWR is not permanent, though. Regular wear and tear, plus exposure to dirt, detergents, insect repellent, and other impurities can shorten its lifespan. The good news is that restoring the water repellency of your GORE-TEX® shell is extremely easy.
By your initial investment: Gore is committed to the idea of fairness in all of our internal and external dealings. It’s one of our core principals. While the decision to repair, replace or refund is one that is at the discretion of Gore, we will honor an amount equal to the price you paid for the product as indicated by an original proof of purchase. If a product is purchased used it may not be covered. Items used for group rental purposes are not covered. Damage to personal electronic devices or any other personal items, caused by water entry into pockets/zippers is not covered by GUARANTEED TO KEEP YOU DRY® Promise.
In some cases your fastest and simplest source for replacement may be your local retailer. If that doesn’t work for you, we can help. Once it has been established that a replacement is the best option for you, a conversation occurs between you and your GORE-TEX® consumer service advisor to identify the best replacement products. We will gather the necessary information to help you make the right selection and ensure the replacement’s fitness for use. We seek to replace the item returned with a product of the same or a similar end use. Upon request, the advisor can seek out replacement options for you based on what you have shared with us, the prescribed price, and the end use. You also have the option of getting back to us with a selection you have identified for yourself, based on that same criteria.
Yes: All GORE-TEX® products must meet strict quality standards before they’re sold. If a product comes back to us there are a number of tests that help us identify a failure in waterproofness, windproofness or breathability. We consistently monitor product performance to drive innovation and development. We are committed to our consumers getting the most out of their GORE-TEX® products.
Great partnerships are built on trust
The best brands in the world trust our technology. So can you. No matter which of our trusted customers makes the product, if it has the GORE-TEX® label on it, we have certified that it is durably waterproof, windproof and breathable for its intended use.
The test of time and the elements
Working hand in hand with our brand partners, we make sure each product style is fit for use and works as promised. And it's not just the finished product that's tested, but also all the materials that go into it.