Here we have put together everything you need to know and do when you feel your gear is eligible for a warranty claim within our 2 year warranty period.
Send an email with the following info (where available): Contact
- Customer number
- Invoice number and purchase date
- Item name
- A short description of the fault
- One or two digital images in which you can clearly see the damage or fault
We will inspect the images as soon as possible and you will receive an email from us with information about how to proceed.
Once the defective item has been delivered to us we will process the claim and make sure that the issue is resolved as quickly as possible and to your satisfaction. The process may nevertheless take a bit of time and we must ask for your patience in advance. When returning textile items, please make sure to return them in a clean or washed condition Thank you!
We would be very happy to receive your feedback once your issue has been resolved. Please let us know if you felt something went really well and of course if you have a suggestion of how we could improve things. Simply send a mail: Contact.
More info about our conditions for complaints handling:
Warranty claims are granted in accordance with our German legal requirements. We have extended these rights to our UK customers. We endeavour to resolve your claim via rectification or replacement within the defined warranty period of two years from the date of delivery for any material faults or damages. We will not accept liability for damage or faults arising from improper use, operation or storage, negligent or insufficient care and maintenance, overload, or improper repair undertaken by an unauthorized service partner. Please read our T&C for more info on our warranty.
More information about manufacturer guarantees can be found in the documentation typically provided with each product. If any of the products bought at Alpinetrek.co.uk get damaged within the stated warranty period we will forward the information to the relevant manufacturer or supplier, who will then make a decision regarding repair or replacement. We can unfortunately only honour warranty claims after they have been recognized by the manufacturer.