Complaints & warranty claims

How it works

1. 1

   Tell us about it

   Send an e-mail or call. Give us your order or invoice number, which item it is and what is happening to it. A photo of the defect saves half the time.

2. 2

   We agree how to hand it over

   Depending on the defect we will tell you whether a photo is enough or whether we need the item itself. Bring it to the shop, or send it by carrier to the shop address.

3. 3

   We confirm the claim in writing

   As soon as you report the defect we issue a written confirmation stating the date the claim was filed and a reasonable period within which we will remedy it.

4. 4

   We settle it within 30 days

   We assess the defect and settle the claim no later than 30 days from the day it was filed. You get the outcome by e-mail.

What to have ready

• Proof of purchase (invoice or receipt) — a copy or a photo is fine.
• A description of the defect: what happens, when it started and under what conditions it shows up.
• Photos or a short video of the defect, if it can be photographed.
• The item itself, complete, including any accessories that belong with it.
• The warranty card, if one came with the item (avalanche transceivers and electronics, for instance).

What you are entitled to

We are liable for defects the goods had on delivery and that appear within 24 months of you receiving them. When there is a defect you have these rights:

Deadlines you can hold us to

24 months

How long we remain liable for defects — counted from the day you took delivery of the goods.

Without delay

Once you report a defect we issue a written confirmation that the claim was filed, stating a reasonable period for remedying it.

Within 30 days

That is the outside limit for settling the claim. It can only be extended for an objective reason outside our control — and if that happens, we tell you.

After 30 days

If we have not settled the claim in time and there is no reason to extend, you are entitled to withdraw from the contract and demand the price back.

What a claim cannot cover

Liability for defects does not extend to damage that arose in use. Specifically:

• normal wear consistent with the age and use of the item (a worn-down sole, faded fabric, scuffed ski topsheet),
• mechanical damage — a drop, an impact, a cut, a tear,
• damage from incorrect use, or from using the item for something it was not designed for,
• failure to follow the manufacturer's instructions on care, drying, storage or washing,
• unqualified repair or any intervention outside an authorised service centre,
• damage caused by a natural disaster.

If you are not sure which category your problem falls into, do not guess — write to us. Assessing it is our job, not yours.

A claim, or a withdrawal?

These are two different things, each with its own route:

If we cannot agree

If you are unhappy with how we handled your claim, come back to us directly first — most things get resolved that way. If they do not, you are entitled to alternative dispute resolution. The competent body is the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Prievozská 32, 827 99 Bratislava 27, www.soi.sk, where you will also find the form for filing a proposal. The procedure is free of charge for consumers. If you live in another EU country you can also contact your national European Consumer Centre.

The European ODR platform was shut down on 20 July 2025, so file directly with the dispute resolution body instead.