These are the general criteria for resolving customer complaints.
The purpose is to offer a quick response but does not exempt the need to report the ticket to the Quality Department.
🟢 The claim is accepted
🟡 Each case must be evaluated in detail
🔴 The claim is not accepted
🟢 Breach of legal requirement
- Incorrect composition
- Incorrect cover
- Does not pass Certificate (UPF, Arc, FR...)
- Incorrect information on the web that unequivocally leads to error.
🟢 Functionality
- Tensioner: Unstitched / Breaks / does not brake
- Tight cap, little one...
🟢 Serious Aesthetic Defect (accepted)
- Therad leaves a white mark (sublimated)
- Open Bonding
- Logo detached
- Unstitched (Sweat, Light)
- Hole
🟡 Slight Aesthetic Defect (hardly accepted)
- Color
- Reburned / Erased / Contaminated
- Deformed
- Thread pull
- Information on the Web that can lead to error.
🔴 Generally not accepted
- Size does not affect functionality
- Pilling *1
- Purchase date older than 3 years
- Moth holes see Forats MERINO
*1 If it is Buff's responsibility but cannot be repeated to improve CS offers a 10% discount.
[@: Queixes de pilling durant 2026]