Product Care


How to Store Your Puffer

To help preserve your CHENPENG jacket for years to come, it’s important to store it away during the warmer months. Here’s some guides on how to keep your puffer for the off-season.

    1.     Make sure you store your products in a possible cleanest condition. Dirt, sweat, oils and other chemistry elements will degrade the fabrics over time. Refer to the wash label on your garment for specific care instructions.

    2.     Hang the puffer freely on a wide hanger. Store it in a dark, moisture-free environment for best results.

    3.     Use a breathable garment bag for protection.

    4.     Avoid over compressing your products. We suggest tumble-drying the garment on low heat with a couple of clean tennis balls after a long season of hibernation. This will help to fluff up the down for a fresh effect.

 

Warranty
 

CHENPENG products are made with the high quality materials and craftsmanship to protect you in some of the most extreme weather conditions. If a product fails due to a manufacturing defect, we will repair the product free of charge. If the exact style is not available for replacement, a product of equal value and similar style will be provided. Please note, knitwear, accessories and collaborations are excluded from the warranty program, unless otherwise stated.

This warranty does not cover any repairs needed due to accidents, improper care, negligence, or normal wear and tear. This warranty is void if the inside garment tags are removed. For any damage not covered under the warranty, we may offer to repair the damage for a reasonable charge. For inquiries regarding our warranty, please contact the customer service first to check the further information.

Note: In accordance with Health & Safety Practices, in order for us to service your claim your item must be freshly cleaned for the protection of our staff. If your item has not been cleaned before it arrives we will be happy to clean it for you for a nominal charge, which we’ll confirm with you first and this will also delay the processing of your claim.

What is “normal wear and tear”?

We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your CHENPENG product, nothing lasts forever. Products used every day in the harshest conditions will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age and wear such as faded fabric or frayed cuffs, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to choose CHENPENG to enjoy you and protect you for your furure.

What isn’t covered under warranty?

We recognize that accidents can and do happen through everyday life. Although not covered under warranty, tears, rips or other damage to your CHENPENG product can be repaired for a reasonable cost. Improper care or negligence will result in damages that are not covered under warranty. We will always do our best to repair them or notify you and discuss options.Our company is based in China only, so any repair not covered under warranty may cause a delivery fee. We recommend using the service of a tailor that is familiar with down-filled product, however we do not have a recommended facility at this time.

Please note that you should never remove the tags from inside the garment as it will void the warranty because valuable information is located on these tags.

If you need custom alterations or modifications, please contact customer service when you place the order and this cost an extra fee due to a different style.

If your purchase was made in a boutique shop which sells CHENPENG products, please contact them for warranty. We are only responsible for the products sold from our official website.

If our product fails due to a manufacturing defect, we will repair the item at our expense. If the product is not repairable, or the cost of the repairs exceeds the value of the product, at our discretion, we may choose to replace the product instead or refund.

We aim to have your product back to you as quickly as possible. Our typical turn-around time is 30 business days from the time we receive your product to the time we ship it back to you. We promise to keep you updated with more accurate estimates throughout the process.

Who handles shipping costs?

If the delivery is under the warranty, we will responsible for the delivery fee.Otherwise, customers are responsible for the cost of shipping items to us and the return shipping costs. Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.

  • Instagram - Grey Circle
  • Facebook - Grey Circle
  • Twitter - Grey Circle
  • YouTube - Grey Circle
  • Pinterest - Grey Circle