We’re genuinely sorry to hear about your experience and understand your concern, particularly given the conditions you were heading into.
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We’d like to sincerely apologise for the incorrect information you were given at the store you purchased from. The advice that the bag carried a 10,000mm waterproof rating was inaccurate. The product is rated to 1500mm and is designed for light rain and splash protection, usually as part of a system, rather than prolonged pressure on its own or full submersion. We completely appreciate that this distinction should have been made clear before your trip.
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As discussed directly with you, we have credited the store you purchased the bag from so they can issue you with a full refund. We’ve also arranged a small goodwill gesture as a thank you for bringing this to our attention and assisting us in reviewing the situation.
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Please be assured there was never any intention to mislead. We take product information and safety seriously. Following your feedback, we have updated the product details on our website and clarified specifications with our retail partners to ensure the waterproof rating and recommended use are clearly communicated going forward.
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We appreciate you raising this with us and remain available if there’s anything further you’d like to discuss.
