warranty / cLAIMS
WARRANTY / CLAIMS
Only the best raw materials are used for our garments. Thorough production and a multi-level quality control ensure a high quality standard. The utilized wool fabrics made out of Merino and sheep’s wool are natural products offering unique properties. They vary according to the raw material so they need a special user’s care.
We are very sorry that one of our products is defective despite careful material selection and comprehensive quality control.
We guarantee a legal warranty of 2 years on all of our products. Claims can be made under warranty on presentation of the proof of purchase.
Damage caused by normal use, wear, accidents and improper use are excluded from the warranty.
Please note that wool products in particular require special care. A loss of function caused by incorrect care is not covered by the warranty.
Always try to repair your product for reasons of sustainability. Should this not be possible, the item will be exchanged or refunded. In the last two cases, your item will be automatically retained and disposed of.
Repairing damaged items
We are particularly invested in ensuring our products provide you with long-lasting pleasure. And of course, sustainability plays an important role. Every item we repair reduces waste and protects nature and our resources.
As our products are highly functional and equipped with many technical features, we are unfortunately not able to repair everything. You can find more information via your specialist dealer. Items to be repaired must also be sent to us via the dealer.
CLAIMS - WHAT TO DO?
- CLEAN THE PRODUCT
For reasons of hygiene and for the benefit of our employees, please first clean the product. Please ensure you follow the care instructions.
In order for us to assess a warranty claim, we ask that you please bring the clean product and receipt of purchase to your ORTOVOX dealer.
If the product was purchased from the ORTOVOX online store, please contact us via email at contact form with a description of the defect, detailed photos of your product, the completed returns form and a copy of your invoice in PDF format.
For legal reasons, complaints must always be processed where the contract of sale was concluded and the transfer of merchandise took place.
- WHAT HAPPENS TO THE ITEM UNDER CLAIM?
The specialist retailer will contact us and, if the claim is justified, we will repair or replace your product. If neither of these options is possible, we will automatically refund your item. If you would like your product returned regardless, please notify us of this in advance. If we provide a refund, we will keep the item.
Please note: If you send the product to us or hand it over to the dealer, we ask you to wash or clean the product beforehand according to the instructions for hygienic reasons. Otherwise we reserve the right to charge 25 € for the washing service.
- HOW LONG WILL IT TAKE TO PROCESS MY CLAIM?
Processing normally takes 1–3 weeks. The duration may be slightly longer depending upon the country and whether further queries are necessary.
If the information you require isn’t listed here, you might find your answer in the FAQS. Or send us a message.
Please send your defective mountainware, safety product or backpack to your retailer.