Rambo® Turnout Guarantee

Guidelines and Procedures
Horseware® Ireland are the leading Horse Rug designer and manufacturer in the world. To demonstrate the faith that we have in the quality of our products, we have a 3 year guarantee on the waterproofness and breathability on ALL RAMBO® Turnouts, together with a lifetime hardware guarantee.

This guarantee covers the following products, purchased after 1st of August 2002: Rambo® Duo, Rambo® Supreme, Rambo® Plus, Rambo® Wug, Rambo® XL and Rambo® Original.

No other manufacturer can offer customers such an assurance of quality
 

3 year Waterproof and Breathability Guarantee procedure:

A)To avail of this guarantee, you must…

For In-Store Purchases
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 …enter the Product Serial Number onto the Guarantee Card.
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 The product serial number is located on a separate tag next to the size tag on the inside of the rug. If there is no serial number, simply enter “No number” on the card and if there is no Guarantee Card in the product packaging, request one from the place of purchase.
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 …ensure that the Card is dated and stamped by the salesassistant at the place of purchase.
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 …tear the Card along the perforated line (retaining the Customer portion) and return the Card to Horseware within 90 days of the date of purchase to register the Guarantee.
   
For Catalogue Purchases
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 …enter the Product Serial Number onto the Guarantee Card.
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 The product serial number is located on a separate tag next to the size tag on the inside of the blanket. If there is no serial number, simply enter “No number” on the card and if there is no Guarantee Card in the product packaging, request one from the place of purchase.
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 …attach a copy of the Purchase Receipt, which must include a Product Description, to the Card and
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 …tear the Card along the perforated line (retaining the Customer portion) and return the Card, with Receipt attached, to Horseware within 90 days of the date of purchase to register the Guarantee.
 
 

B)Will the product be covered if the guarantee is not returned?

Upon receipt of the completed Guarantee Card (together with receipt if a catalogue purchase), within 90 Days of the purchase date, Horseware® will register the Rambo® Turnout Guarantee. If the guarantee card is not received within 90 days of purchase, the product will not be registered and WILL NOT BE COVERED BY THE GUARANTEE.  If a Customer claims to have sent in a registration form that we have not received, the product will not be registered and WILL NOT BE COVERED BY THE GUARANTEE.  Only if the Customer has proof of delivery of the guarantee card will Horseware subsequently guarantee the product.
 
 

C)What should you do in the event of them being dissatisfied with the Waterproof or Breathability aspects of the Rambo® Turnout Blanket?

a) Should you encounter a problem within one year of purchase, your statutory rights apply, and as contract is with retailer you should return the product to the retail outlet in question. Horseware® will handle the problem as per standard procedure.

b) In the event of being dissatisfied with the waterproof or breathability aspects of the Rambo® Turnout Rug after one year of purchase, you must contact Horseware® directly to notify Horseware® of the problem(s).

c) It is obviously preferable for all concerned that a product that is not faulty is not returned to Horseware®.  On contacting Horseware®, the customer service representative will discuss the issue to ascertain whether there is a problem with the product, OR whether one of the following is happening, which could make it seem that the rug is leaking when in reality it is not:
i. The Rambo® Turnout could have been washed incorrectly, thereby compromising the waterproof coating, making the rug less waterproof and breathable (washing instructions are included on each Rambo® guarantee card).  If it is clear that the product has been washed incorrectly, the guarantee is negated,
ii. It could be possible that the rug is not actually leaking, but that the moisture found by the Customer is in fact it is a build up of perspiration inside the rug. This possibility is outlined on the guarantee card.
iii. The Waterproofness of all rugs will be vulnerable where stitching has occurred such as darts and seams. In extreme conditions the rug may leak slightly in these places which are unavoidable circumstances.

d) If it is determined that there is a probable fault with the Rambo® Turnout, you will be advised to return the rug to Horsewar® (to Ireland or to NC, USA depending on their location), at your own expense. When returned to Horseware®, the rug must be completely dry. However we do not want the Customer to clean the product before we receive it.

e) Once received, the rug will be thoroughly tested by Horseware® to verify whether there is a problem with the product.
 
 
D)What happens if a waterproof or breathability fault is found with the Rambo® Turnout once returned to Horseware®?
i. You will be contacted, informed of the fault and a new, equivalent Rambo® Turnout will be sent out as a replacement
ii. Horseware® will reimburse the postage costs incurred by the customer when returning a faulty Rambo® Turnout to Horseware®, on production of a postage receipt.
 
 
E)What happens if a waterproof or breathability fault is not found with the Rambo® Turnout once returned to Horseware®?
i. You will be contacted, informed that the product is not faulty and so no replacement can be given.
ii. Horseware® will return the original product to the Customer FOC, with an explanatory letter concerning the status of the product.
 
 
F)What about the lifetime hardware guarantee?

The term Hardware in relation to Rambo® Turnouts refers to the following features:

    • front closure clips
    • metal surcingle clips

Horsewar®e now guarantees that these features will remain in workable condition for the lifetime of the rug in question. Should one of these pieces of hardware break, Horseware® will send replacement hardware FOC.

 
 
G) What’s not covered?
i. Tearing of the product that is NOT the result of a manufacturer’s fault (e.g. if the rug tears after catching on wire).  Tearing or breakage as a result of a manufacturer’s fault will be covered under the Customer’s statutory rights, and will be handled as always through the retail outlet where the product was purchased.
ii. Products that have been washed incorrectly.
iii. Rambo® Turnouts that have waterproof or breathability problems after one year, for which no guarantee card has been received.
 
 

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