We only work with manufacturers who are willing to help your business when it comes to customer issues - be it from accidental breakage or from a faulty product.
To proceed with a warranty claim, you (or your customer) will need to complete our warranty form (.xls) and forward it to us along with detailed images of the problem (please request these from the customer if you do not have physical access to the item).
NB: Warranty claims cannot be concluded without photographic proof or full details of the fault.
Ordinarily, to avoid delay we will replace faulty items with replacements from UK stock to ensure your customer is not waiting longer than necessary. In the case of customers based in UK mainland positions (excluding NI, Isle of Wight, Isle of Man, Isles of Scilly or Scottish Highlands), if address details are included we will ship replacements directly to your customer to save you time and money. Ordinarily we will ship replacements to your registered shop or business address to enable you to supply your local customers directly.
In the case of no-spares availability with the relevant manufacturer, you will be notified immediately of the potential delay in supply. For waits longer than four weeks, we will discuss alternative solutions with you on a case-by-case basis to ensure your customer is well looked after.
In addition to adding your claim details to the spreadsheet above, please save it and email both the spreadsheet and good quality photographs (including close-ups) of the fault to: firstname.lastname@example.org
We provide the following amount of time and service for customers to make a claim against faulty or damaged items.
- 1 year's full cover against genuine product failure or fault (all brands).*
- 2 year's discount (50%) on replacement Tailwalk rod sections in case of accidental damage.**
* From proven date of purchase at one of our UK stockists.
** From date of purchase at a UK stockist. Please make your customers aware of the half-price replacement parts when promoting Tailwalk products. We provide these sections to you at trade minus 50% to enable you to make the standard margin. This is however, restricted to one-piece per order and a maximum of 2 claims per customer during the 2-year period following their purchase date. We also require proof of purchase and photographic evidence that it is to replace a broken section. Sections provided at trade minus 50% can only be shipped to your business address and not directly to the customer. Unless combined with another order, the standard shipping cost may also be applied.
All information applicable as of 1st April, 2021.
Saving you time...
For faulty item claims you may direct customers to the consumer version of this page at http://trade.artoffishing.co.uk/warranty-claims (it is different) to enable them to submit the information themselves. As long as all information is provided along with an itemised copy of their receipt (photo), we may proceed with their claim. We will notify you of this, just to clarify and let you know that a claim has been made.
Could a claim be declined?
We and the manufacturers will typically study the information and images provided by the customer. Assuming that the item failed whilst being used for an application for which it was designed, there are usually very few questions asked.
However, one example of non-coverage does apply:
- Long (9'+) and/or light shore-specific (typically seabass) rods used from the boat or kayak will not be covered unless otherwise stated.
Having worked within the supply of Japanese lure fishing equipment at AOF for more than 10 years, we see this as one of our most frequent claims across all Japanese lure rod brands, not just ours. Rods need to be used within the realms of their intended purpose to be considered for warranty. A high quality lure rod is not necessarily one for all occasions, but will excel at what it's designed for (shore or boat, rarely both). We are happy to provide further information if requested.