Service and complaints
I bought the product from a specialist dealer and would like to make a warranty claim. How do I do this?
We are very sorry that one of our products is defective despite careful material selection and comprehensive quality control.
We ask you to proceed as follows:
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. A loss of function caused by incorrect care is not covered by the WARRANTY.
We reserve the right to return unclean items without processing.
2. Please take the item to your dealer or send it to your online dealer.
Please ensure you include your proof of purchase. This is required in order to prove your warranty entitlement.
For legal reasons, complaints must always be processed where the contract of sale was concluded. Therefore, it is not possible to send the product to ORTOVOX directly.
Processing the claim.
The dealer contacts us. The dealer sends the product to our service point. Here it is inspected and, if covered by the warranty, repaired, exchanged or refunded.
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.
How long will it take to process my warranty claim?
Processing normally takes 1–2 weeks.
I bought the product online and would like to make a warranty claim. How do I do this?
Please make a warranty claim with the online dealer from whom you bought the product. A direct warranty claim to ORTOVOX is unfortunately not possible.
I bought my product abroad, or the dealer has become insolvent – what can I do?
If it not possible to contact your dealer, please contact your nearest ORTOVOX specialist dealer. They are not obliged to process warranty claims on another dealer’s behalf, but are mostly accommodating and happy to help.
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.
How can I get replacement parts?
Please contact the specialist dealer from whom you bought your ORTOVOX product.
How long is the warranty on ORTOVOX products?
We provide the statutory warranty of 2 years.
The warranty covers the following points
- Material defects
- Production defects
- Processing defects
Excluded from the warranty is damage caused by:
- Normal product wear
- Improper use
- Personal negligence, e.g. use contrary to instructions
- Outside influence (by person, animal or force majeure)
We provide an additional guarantee of 5 years for avalanche transceivers upon registration.
You can register your avalanche transceiver HERE.
Can I repair my item myself?
You are welcome to repair your item yourself. Bear in mind, however, that you will not be able to make a warranty claim on a product you have repaired yourself.
If you require replacement parts to repair your item, please contact your dealer.