Warranty
A flask is something you reach for every day, so it needs to hold up to daily use. Every PurePop flask is checked before it leaves our Ballito warehouse, and every purchase is backed by a one-year limited warranty. The sections below set out what the warranty covers, what falls outside it, and how to submit a claim.
oNE yEAR WARRANTY
What's Covered
Our one-year limited warranty covers:
Manufacturing faults
A manufacturing fault is a defect that originates in how the flask was made, rather than damage that occurs after it reaches you. On our flasks, this typically means:
- Loss of vacuum insulation. The flask stops holding temperature, or the outer wall becomes noticeably cold or hot to the touch. This is the most common manufacturing fault and usually points to a failed seal between the inner and outer walls.
- Leaking from the lid or base. Liquid escaping when the lid is closed correctly, or seeping from the base of the flask.
- Defective lids and seals. A lid that will not thread correctly, a cracked lid component, or a silicone seal that is warped or missing.
- Structural defects. Cracks or splits in the body that occur without the flask being dropped or struck.
- Engraving defects. Engraving that is misaligned, incomplete or does not match the approved proof.
Damage sustained during transit
Transit damage is damage that occurs while your order is in transit between our warehouse and your delivery address. This includes dents, cracks or a crushed flask caused by rough handling, as well as a parcel that arrives visibly damaged, opened or with items missing.
Because courier claims must be lodged quickly, transit damage must be reported within 48 hours of delivery. Please submit a claim with photographs of the outer packaging as well as the flask itself, as the condition of the box is what the courier assesses.
Once the claim has been reviewed, a replacement will be sent at no cost to you.
Cosmetic damage such as scratches and dents within 90 days of purchase
Cosmetic damage covers scratches, dents and marks to the finish of the flask. These are covered for 90 days from the date of purchase.
After 90 days, scratches and dents that appear through everyday use fall under normal wear and tear and cannot be covered. Functional faults remain covered for the full warranty period.
How to Make a Claim
If you believe your flask is covered under warranty, please submit your warranty claim with the following:
Proof of purchase
Your order number or order confirmation email. If the flask was a gift, the order number from the person who bought it is sufficient.
A brief description of the fault
A few sentences on what is wrong, when you first noticed it and how the flask has been used. This helps the team assess the claim without needing to come back to you.
Photos of the damage
Clear, well-lit images showing the fault, along with one image of the full flask. If the issue is a lid or seal, please include a close-up of that component.
Submit a Warranty Claim
Complete the form below with your proof of purchase, a description of the fault and photographs of the damage.