Claims - what to do?

1. 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.
   

2. Making a claim

   For legal reasons, claims must always be processed where the contract of sale was concluded and the transfer of merchandise took place.

   The claims process therefore differs depending on where you bought the ORTOVOX product:

   🛍️ If you bought the product from a specialist retailer:
   Please contact the ORTOVOX retailer where you purchased the product directly. If the retailer is located abroad or far away, we recommend getting in touch by phone or email. In this case, the retailer is the legal contracting partner with whom you must handle the claim. 
   The retailer will review your warranty claim and then contact us.

   Find a dealer

   💻 If you ordered the product from one of our online shops (www.ortovox.com or secondlife.ortovox.com):
   
   ➤ Log in or register in your customer account
   Please log into your customer account at www.ortovox.com – even if you purchased from our Second Life Shop.
   Don’t have an account yet? Then register here.
   
   ➤ Submit a claim via service request
   Create a service request in your customer account. Click the "Book new service" button in your account or use the following link (after logging in): https://www.ortovox.com/de-en/service-card/service-order
   
   Have a photo of your proof of purchase and the affected product ready.
   
   ➤ Our review
   Once you have submitted the service request, we will review your claim.
   After approval, you will receive an email with a shipping PDF.
   
   Please only send your product to us once you have received the shipping information.
   Print out the shipping PDF and include it in the package so we can clearly assign your return.
   
   ➤ Stay informed
   You will always be kept up to date about the current processing status of your claim via email.
   You can also check the current status in your customer account for the respective order.
    

3. 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 return it to the retailer, please make sure to wash or clean it beforehand according to the instructions for hygiene reasons. Otherwise, we reserve the right to return the product without processing it.
 

4. 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.