Its rare for a company not to offer assistance to a customer who has purchased one of their products.
Most of us forget to keep a purchase receipt, and their easily lost.
I usually find a very nice email saying how pleased about their stuff you are, usually helps a lot, they may charge you a fair bit, but most companies have a repair service, or outsource their work to another company.
Some years ago, the zip on my Buffalo parka jacket became snagged, ripping the pertex to shreds.
Buffalo gladly accepted the coat back and on recollection did not charge much for a lovely new zip and section of pertex.