Warranty
At Urban Drinkware, we want to make sure your new sustainable purchase lasts as long as possible. To give you total peace of mind, your product comes with a lifetime warranty.
This warranty guarantees our double walled, vacuum insulated bottles against manufacturer defects. It does not cover scratches, dents and the kind of damage that can come about from ordinary wear and tear.
Additional information on what’s covered within our warranty (and what’s not) and how to make a claim can be found at the bottom of the page.
When and how to submit a claim
If your cap is leaking or broken: Send your warranty details and claim info to warranty@urbandrinkware.co.uk. Do not send the flask directly to us, because we won’t be able to process a replacement at our HQ, and we will ask you to pay for it to be returned to you. We may need a photo of to validate your claim.
Flasks that seem to have lost their insulating properties: There’s a simple test you can use to determine if your bottle is keeping your drinks as hot or cold as it should. Pour boiling water directly into the product and fill it all the way to the top. Do not place the cap over the flask. After five minutes or so, feel the outside of the flask, just below the neck. If you feel any hotspots, you will be able to claim a replacement by emailing us on warranty@urbandrinkware.co.uk. (It goes without saying, but please be careful when handling boiling water!)
Claims will be approved on a case by case basis, as long as the product was purchased from us or an authorised retailer.
This warranty is limited to the lifetime of your product. The limited warranty that we provide only covers manufacturing defects and does not include any damage or defect of any products caused by, whether directly or indirectly, any of the following: (i) improper use or misuse of the product; (ii) damage or defect caused by cleaning, disassembly, alterations or modifications; or (iii) damage or defect caused by or resulting from wear and tear, abuse, fire or Acts of God.
We will replace your purchase with a bottle/cap of the same size and colour. If the same product is no longer available, don’t worry – we will find a similar one of equivalent value.
Urban Drinkware are not responsible for the shipping cost of replacement flasks or caps, shipping rates will be discussed with each warranty claim.
Replacement flasks under warranty are unlikely to be customised. If your flask has been custom printed or engraved, then unfortunately we won’t be able to re-apply the artwork. Sorry about that!
Please allow 10-15 days for return delivery from the date we receive your defective flask. Once the flask has been processed, you’ll get an email confirming it will be exchanged. You’ll also receive another message once the replacement flask has left our depot.
The legal bit
Under no circumstances will Urban Drinkware be liable or responsible for any damage, loss, cost or expense which is not foreseeable. Damage, loss, costs or expenses are foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time that we entered into a contract. Nothing in this warranty excludes or limits our liability for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; and (iii) any matter in respect of which it would be unlawful for us to exclude or restrict our liability.