Warranty and extension of the statutory warranty
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.
Extension of the statutory warranty
We provide a 2-year statutory warranty on our products. We offer an additional 3-year warranty upon registration of the LiTRIC SYSTEM* and selected avalanche transceivers. Therefore, online registration takes the total warranty period to 5 years from the date of purchase (please keep your purchase receipt). You can register your products in your ORTOVOX customer account.
Under the additional ORTOVOX warranty, defective parts will be repaired free of charge or avalanche transceivers will be exchanged for an identical model. Upon exchange, the replaced avalanche transceivers or product parts become our property. Damage caused by improper use and normal wear and tear is excluded from the warranty. Batteries are not covered by the warranty. An extended warranty is expressly excluded in the event of consequential damages. Warranty services rendered or planned neither extend the warranty period nor suspend the warranty, nor do they start a new warranty period.
*Once you’ve registered, we’ll also extend the warranty for your LiTRIC system from 2 years to 5 years. The LiTRIC backpack is excluded from any warranty extensions. The warranty does not cover the battery, charging cable or defects caused by improper handling or regular wear and tear.
Please feel free to contact us using our contact form should you have any other questions about the manufacturer warranty.
Statutory warranty
The statutory warranty of 2 years upon presentation of the dealer invoice applies independent of our additional extension of the statutory warranty.
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.
Since our products are highly functional and equipped with many technical details, we are unfortunately not always able to repair everything.
You can find more information about repairs here: Repairs outside of warranty
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.
- 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.💻 If you ordered the product from one of our online shops (www.ortovox.com or secondlife.ortovox.com):
1. 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.
2. 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.
3. 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.
4. 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.
- 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 30 € 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.
Service Address
Please send your defective mountainware, safety product or backpack to your retailer.