Stubaital
Athlete: Team ORTOVOX
Photo: Hansi Heckmair

Service Mountainwear

WARRANTY / COMPLAINTS

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 d are natural products offering unique properties. They vary according to the raw material so they need a special user’s care.

Warranty

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.


Complaints - 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. PROCESS

Please take the item to your specialist ORTOVOX 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.

If you purchased your item abroad, please contact a specialist ORTOVOX retailer in your area. Don’t forget your proof of purchase!

For legal reasons, complaints must always be processed where the contract of sale and transfer of merchandise was concluded. Therefore, it is unfortunately not possible to send the product to ORTOVOX directly.

3. WHAT HAPPENS TO THE ITEM UNDER COMPLAINT?

The specialist retailer will contact us and, if the complaint 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.

4. HOW LONG WILL IT TAKE TO PROCESS MY COMPLAINT?

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.

SERVICE ADDRESS

Please send your defective mountainwear, safety product or backpack to your retailer.